Windows browsers will not load pages

Archive
1

On a Windows 10 laptop, having spent 2 hours on investigation, I have uninstalled Norton family and Internet Explorer and Chrome start serving up web pages again. Disabling the browser add-on is not enough. This means the laptop is not monitored or else is unusable. Is there a solution?
Thanks!
MJ

2

Thanks.  I'll report this to our engineering team.

 

Thanks

Katie

3

Yes - I don’t know which of the two softwares is to blame as such - I guess your guys will have a look at it…

4

Hi Mike

Thanks for the update.  I'm glad to know you have figured out the issue yourself.

Looks like Sophos Web Protection blocks Norton Family website wrongly.

 

Thanks

Katie

5

I found the problem. Sophos Web Protection has to be switched off to allow pages to load with Norton Family also installed. See attached screenshot of the dialogue box. Thanks for your time anyway... 

6

Thanks for the update Mike.

It sounds like a compatibility issue with Sophos since you are able to access your Norton Family online account on other devices where there is no Sophos Endpoint Security.

I understand that you think it's Norton Family enabled on the PC, then you are not able to access your Norton Family account.

Can you please confirm if the devices you referred "this laptop and my phone..." (which  you are able to access Norton Family online) have Sophos installed or not?

 

Thanks

Katie

 

 

Thanks

Katie

7

Thanks Katie,

1. Yes. This laptop and my phone do not have Norton Family installed - I cant access that on the child's laptop without turning Norton Family off.

2. OK

3. The child's laptop has Sophos EndPoint Security and Control.

Best wishes,

MJ

8

Hi Mike,

One of the advantages of using Norton Family is a parent can access Norton Family online account (monitor his kids) from any devices at anywhere as long as there is internet connection on the device. So my questions are

1. Are you able to log onto your Norton Family online account https://family.norton.com/web/ using any other devices (which don't have Norton Family installed/enabled as you mentioned)

2. Can you please send me your Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner?

3. What security product(s), ex Norton Security, are installed on the monitored Windows 10 laptop?

 

Thanks

Katie

9

Hi Katie,
I meant chrome and ie will not load any Web pages at all with Norton family enabled and its not the house rules as these are set to allow all pages, just monitor. The browser just hangs without loading any content at all.

10

Hi Mike,

You said "Windows browsers will not load pages".  What page you are trying to access?  Is URL of the Norton Family page? https://family.norton.com/web/

 

Thanks

Katie

11

Windows family safety is certainly not enabled and the user being monitored is just a normal user rather than a child user. Any ideas? Browsers still bust.

12

Thanks for that but it’s strange that turning off Norton family is greyed out of the menu… Had been thinking that was odd… Any ideas?

13

Thank you for confirming, MJ.

Could you also try turning off Norton Family and see if you are able to reproduce the issue?

How do I turn off or turn on Norton Family?

14

Thank you for your reply!

  • A screenshot would tell you nothing because the browser just shows a blank page with the icon near the URL indicating that the page is loading.
  • I have sophos antivirus installed.

I will have to get back to you about the 'Windows Family Safety' but I do not think it is enabled.

15

Hi @MikeRJohnson,

Sorry for the inconvenience caused. sad 

I would like to gather more information from you to narrow down this issue.

  • I understand that both Internet Explorer and Google Chrome started loading pages after you uninstalled Norton Family. Could you be more specific when you say 'will not load pages'? Do you see a Norton Family block page or a warning page? A screenshot would be very helpful.
  • Could you please check if Windows Family Safety is enabled or disabled in the affected computer?
  • Do you have an antivirus software installed in the affected computer? If Yes, Which one?

I also see disabling the browser add-on did not solve the problem.

Please feel free to share any additional information that you think will help us.