Safe Surfing Product State Monitoring problem

Norton Security | Norton Internet Security
1

Norton 360, version 6.2.1.5.

 

Recently Identity Protection has required "Attention" (orange colored) because I have Safe Surfing turned off. In Product State Monitoring under Administrative Settings, I turn Safe Surfing monitoring off. When I check it  is turned on again. So again I uncheck, hit Apply, then OK. Immediately following I open the Product State Monitoring to confirm and Safe Surfing monitoring is again checked. All definitions updates are current, automatic protection is on. Safe Surfing & Antiphishing are the only things turned off. Advice please. Thank you

  

2

I just tried what you are saying and it doe not happen on my system.  Only thing I can think of immeditately is are you trying to change settings in a non-admin/limited user account?  Unless your settings permit a limited user from changing settings, nothing will take when a limited user tries to change the settings.

 

Under Settings > Admin Settings > Product Security > Non-Admn Access to Settings.  Please read the Help (?) for Product Security for info on this setting.

 

Please keep us posted.

3

Hi binkerman,

 

Thanks for the update and addtional information. 

 

Let's see if we can find something on your system.   

 

Since it is occurring on all 3  of your systems, pick a system - open N360,  Go to Tasks > Run Diagnostic Report and let us know if it shows anything out of the ordinary.

 

Also you said:  "Recently Identity Protection has required "Attention" (orange colored) because I have Safe Surfing turned off. " 

Ater some investigation and playing around with my settings, I have found that turning off (unchecking) Safe Surfing under Settings > Quick Controls will in fact produce the Orange attention required condition.  By unchecking the Safe Surfing under Quick Controls, the AntiPhishing is also automatically turned off (within the ID Protection Serttings. ( Settings > Identity Protection > Safe Surfing > Antiphisihing).  Please note Norton Safe Web aslo shows off in the same location. The setting for Safe Surfing in Product State Monitoring I left check marked. 

 

Strangely (IMHO), when I uncheck the Safe Surfing in Product State Monitoring and apply/OK - the Orange Attention  goes away.  The Fix Now button will turn Safe Surfing back on in the Quick Controls as well as in the IDProte4ctin settings and also turn on Antiphishing.

 

I hope you can follow that information. 

 

It appears that you being unable to turn off Safe Surfing in Product State Monitoring is what is causing you to get the Orange Attention - of course if it is not monitored, then it would not alert. 

 

All that said, have you tried to go to Support on the main page, and select  Get Support?  Please the Quick Fix update and then run until completeion and see if it can find anything incorrect in the install of N 360.

 

Also looking at View Details on the Identity square may lensd some insight.

 

As things stand now - I do not think it is a setting (as not set at default), although it might be worth a try.  I do beleive it might be best to run the Norton Remove and Reinstall Tool found here:

 

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?lg=english&ct=united+states&docid=20110217171332EN&product=home&version=1&pvid=f-home

 

If you use ID Safe for loguins, please Export your ID Safe Data prior to stating the tool - just as a precaution.  The tool is not supposed to lose yourID Safe data - but better safe than sorry.

 

Please keep us posted.