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NIS does not start cleanly

I am running NIS 21.6.0.32 on Windows 8.1.1 Pro x64 and after a re-boot (restart or shutdown, fast start disabled) sometimes NIS does not appear in the Notification tray. And sometimes it appears but is totally unresponsive. I have tried uninstalling and reinstalling via NRT and downloading. I have tried setting the boot option to off and to aggressive, but NIS cannot be relied on to start cleanly. Can anyone tell me what else I can try to get this thing working as I am reduced to using Windows Defender at the moment? If any further information is required please let me know.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64

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Re: NIS does not start cleanly

Hi AlanRussell,

Are you on a Lenovo by chance?

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Re: NIS does not start cleanly

No, on an ASUS G750JX laptop.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Are you giving your system time to totally boot - prior to doing anything.  Please try to reboot your system and not do anything for about 20 seconds - make a difference?

Well, after looking at the specs for your laptop and the reviews claim quick to boot, I am not sure if it is the system or the Win 8 fast start that makes the system boot fast, so my comment abo9ve may not apply.

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Re: NIS does not start cleanly

I have been waiting for two minutes after I log in to start doing anything. I have Win 8 fast start disabled, but I am booting off an SSD so boot times are short anyway.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Have you tried to run the Get Support?  Support > Get Support from the NIS main page?

Also I would like to suggest running the Norton Remove and Reinstall Tool in order to get a fresh install.

Be sure to read the BEFORE YOU BEGIN on the above link.

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Re: NIS does not start cleanly

Yes, I have tried Get Support, and occasionally it says that it has corrected a problem with the installation, but this has no effect on the start-up of NIS. Also I have tried NRnR and re-installed that way. Again to no useful effect. I am quite prepared to believe that I have done something to cause this, but I don't know what could bollix NIS this badly. Is it some software I have installed that starts boot time, some customisation that NIS doesn't like? The only software that really starts at boot time is DisplayFusion and Start8. Microsoft Office 2010, Adobe Acrobat, Adobe Photoshop Elements are also installed, plus a number of small free programs. At the moment I am running Windows Defender and Norton Identity Safe, both of which start cleanly at every boot so far, but I would prefer to be using NIS if possible.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Hi, Alan. It may be that your install has become corrupted. Maybe an uninstall using the Norton Removal Tool, might be the way to go. It does a more thorough uninstall than the NRRT. The link is here. https://www.norton.com/nrt

It's suggested you uninstall via Control Panel/Programs and Features, then reboot and use the NRT to completely uninstall your Norton.

You can then download a fresh preactivated copy from your Norton Account. Be sure to run Live Update after, until no more are found. Let us know how you go.

Windows 10 Home X 64 Norton Security Premium Current
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Re: NIS does not start cleanly

I have done that; I have even reset the PC back to factory settings (Windows 8 Pro) and rolled forward again. Still I have the problem. I am beginning to think that my customisation choices for Windows might be the cause of the problem, but I can't imagine what. It must be something that runs automatically at boot time to cause this sort of trouble.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
好评1 Stats

Re: NIS does not start cleanly

Hi, Alan. Possibly have a talk with Norton Support. Maybe they will have some ideas, as we can't see your system.

http://www.norton.com/chat

Also, there have been some bad Microsoft Updates over the last couple of months, which may not have helped !

Windows 10 Home X 64 Norton Security Premium Current
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Re: NIS does not start cleanly

Thanks for all your help, but I think I will have to give NIS up as a bad job.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

AlanRussell:  Thanks for all your help, but I think I will have to give NIS up as a bad job.

Since, you posted <<on Windows 8.1.1 Pro x64>> does that mean you have not installed November 8.1 Rollup
<<November update rollup also includes all previous updates since the previous image update in April 2014>>

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Re: NIS does not start cleanly

No, I have installed all available updates up to 10/3/15.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Hi, Alan. It's worth pursuing a solution for this. It could well be a MS problem. Have you run Check Disk to see if there are any physical problems, or even a Windows file check, in case of corrupted files ?

I wouldn't rely on Defender for protection. Are you also doing a FULL shutdown as required by Norton, to properly update ?

http://windows.microsoft.com/en-AU/windows-8/how-shut-down-turn-off-pc

Windows 10 Home X 64 Norton Security Premium Current
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Re: NIS does not start cleanly

Yes, I regularly run SFC to check the system files. I haven't done a Check Disk for a while, but I will do so now and let you know.

As for relying on Defender, which would you rather have? A system that does not boot properly or one that might not be fully protected. I need the PC up and running, I just have to be a little more careful.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Maybe consider one of the free AV programs, until such time as you get your system sorted ?

http://www.techsupportalert.com/best-free-anti-virus-software.htm

Once you've sorted what's causing the problem, you can go back to NIS for protection. Just a thought.

Of course, if you go down that road, you'd have to completely uninstall Norton, to avoid conflicts.

Windows 10 Home X 64 Norton Security Premium Current
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Re: NIS does not start cleanly

OK, I've run chkdsk on both internal disk drives: no problems reported. Thanks for the article about free AV programs, I'll give it a look. I have fully uninstalled NIS using the Norton Removal Tool.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Alan,

Have you tried disabling the "Fast Boot" option on Windows 8* ? Since it starts up from a saved "image" (can't think of the word and it's not like a recovery image) but it means that it's earlier than the real time and so out of step with Norton (and other programs).

As a first test, try comparing Starting up from cold after a full shut down and Restart since I think the latter does not involve the Fast Boot.

With a SSD it should not make much difference in time?

This Fast Boot problem is a known one to Microsoft and affects other A/V software not just Norton.

Nice machine:

http://www.asus.com/Notebooks_Ultrabooks/ASUS_ROG_G750JX/specifications/ 

Did you see this if you upgraded to 8.1 after delivery and losing the recovery partition?

http://www.asus.com/support/FAQ/1010331/

Hugh
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Re: NIS does not start cleanly

Hugh,

I have already disabled "Fast Boot" as I said earlier. I am an avid reader of the Norton Forums and have seen the recommendations there previously.

The recovery partition does not come into the picture. When the PC was new, I used ASUS Backtracker to create a Recovery USB flash drive and I used that when I reset the PC to the factory state.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Try clearing all Windows temp files. Then find the Windows/Prefetch folder and delete all the files in that folder. These files help Windows load programs quickly. They will be recreated when Windows is restarted.

Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

Restart the computer once more. The first restarts may take a little longer as the Prefetch files are recreated.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NIS does not start cleanly

I generally keep the temp files cleared, but I have never touched the prefetch folder. I can't try this at the moment as I don't have NIS installed, but I will try it as soon as possible.

And I will try with all default settings, instead of my own preferred ones.

Thank you.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

When you do try again, if you do not see the icon right away, check your task manager and click to see processes from all users. As long as you see at least one instance of NIS.exe under the System account, your system is protected. When you see the second instance in task manager under your user account, that is for the system tray icon and access to the GUI.

If you just go ahead and use your system when the icon is missing, does it eventually appear. There may be some delay set up on your system.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NIS does not start cleanly

Sorry I missed about Fast Boot.

The rest was just a matter of interest from looking up the laptop and its specification ..... I wonder what you get from that fix? A set of disks to recover with or a tool to add the recovery partition back in? But don't let me get you sidetracked!

Hugh
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Re: NIS does not start cleanly

OK, I have reinstalled NIS. Let me give you the steps I went through:-

1. Emptied the temp folder and the prefetch folder.

2. Uninstalled Norton Identity Safe

3. Installed NIS and ran LiveUpdate until no more downloads happened.

4. Rebooted. NIS did not appear in the notification area after about three minutes from log on. Usually at this point, IE will not function because the toolbar does not initialise. Only a single entry for NIS is in task manager.

5. Rebooted again and all came up perfectly, but I am now running with default settings, which are not to my taste. I will leave the settings alone for a while to see what happens.

6. Ran LiveUpdate again, and a small download occurred (+/- 5MB).

My problem now is that I cannot trust NIS in the event I have to reboot again. Will it start or won't it? Anyway we will see.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

ASUS Recovery seems just to initiate the recovery process. If you let it run it will restore the system back to factory settings. Not really a lot of use to me as it's quicker and easier to boot from a USB flash drive.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Hi Alan,

I see your above info shows:  2. Uninstalled Norton Identity Safe - are you in fact saying that there was a separate entry in Programs and Features which you uninstalled and there was still a NIS entry?  Or was that in fact a typo and you meant your uninstalled NIS?

If in fact you removed a separate Norton Identity Safe entry, that could have been your problem.  When you do the "control panel (Programs and Features) uninstall of Norton Internet Security, it asks if you desire to continue using your ID Safe logins with the Stand Alone Norton Toolbar.  If you say yes, it will uninstall your NIS and then install the Stand Alone NTB for your use.  It will add a separate entry in Programs and Features and if you install NIS again it does not always remove the Stand Alone entry as it should.  I have personally seen this cause 2 desktop Norton shortcuts, 2 Norton icons in the system tray - or any combination of the two.

Let us know if it was a separate entry for Norton Identity safe that you remove in #2 above.

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Re: NIS does not start cleanly

Norton Identity Safe is a free download from (would you believe) Norton. It provides all the functions of the NIS Identity Safe without installing NIS. Have a look at this: https://identitysafe.norton.com/. I installed this when I uninstalled NIS and reinstated Defender, it was a simple (and free) way to continue using my password vault.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Alan, I know all about Norton Identity Safe and also the problems caused if you by chance get both installed at the same time - that's why the questions.  In your case, if you uninstalled NIS, installed the Stand Alone  and then uninstalled the Stand Alone prior to reinstalling NIS again - you did the correct thing.

FWIW, you can not install the stand alone if you have NIS installed.

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Re: NIS does not start cleanly

Sorry about that, I misunderstood your question. I thought you hadn't heard of Norton Identity Safe as a stand-alone package. And no, I never had Norton Identity Safe and NIS installed at the same time. When I back to Defender, it was a convenient way to keep using my vault. I would expect that NIS to uninstall Norton Identity Safe during its own installation. (Why do these two products have the same abbreviation - most awkward?)

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

There is another acronym that has been used by Norton employees in the past - something weird I do not remember completely - SAIDS or something along that line - Stand Alone ID Safe???  But they then now to call it the Norton Toolbar ID Safe - so who knows.  I have seen quite a bit of confusion on the forum and that is why I still use the Stand Alone nomenclature.

So have you rebooted yet?

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Re: NIS does not start cleanly

I haven't rebooted since the second reboot after the reinstall. I putting that off until I am compelled to do it. At the moment everything is ticking along nicely, let us not tempt fate. I'm not even tinkering with the NIS settings yet.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

AlanRussell:

ASUS Recovery seems just to initiate the recovery process. If you let it run it will restore the system back to factory settings. Not really a lot of use to me as it's quicker and easier to boot from a USB flash drive.

I was referring to the bit in their support FAQ http://www.asus.com/support/FAQ/1010331/

After update the system to Windows 8.1 the hidden partition is lost. What can I do? 

Notebooks with preinstalled system Windows 8 lost the way to recovery OS via hidden partition after update to Windows 8.1. Partition could be damaged. 

Download and install utility Asus Recovery to resolve this problem 

I read this as meaning the recovery partition got destroyed as is the case if you do a reinstall of Windows from a media disk (I suspect you could get around this by doing a Custom Installation and selecting the correct partition for Windows if it's like some HP are and a visible partition. ) But on rereading I think it means access to the recovery partition is lost and not the partition itself in which case I can see that a tool could restore that ....

I hope your message Permalink  means you are now OK ....

Hugh
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Re: NIS does not start cleanly

ASUS Recovery is only 850KB, so it can't be a full recovery system by itself. The USB flash drive has about 12GB on it, a much better size for a full restore. I think what is lost in the upgrade to Windows 8.1 Pro is the program to initiate the restore from the recovery partition. I checked my system and it was missing, so I added ASUS Recovery to my Start8 menu (not that I expect to use it ever), but it does give me another option.

So far so good. I still have both fingers and toes crossed.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

I've not run into a PC Restore to Factory Condition like this one seems to be:

http://www.asus.com/support/FAQ/1008649/ 

where the machine only comes with the means to make recovery disks but not to recover from the hard drive, using Windows > whatever application accesses a recovery partition OR boot to recovery partition and do it from there!

Hugh
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Re: NIS does not start cleanly

OK, I decided to reboot my PC this morning. Only after three restarts did NIS initialise properly. The restarts went as follows:-

1. No icon in the Notification area.

2. Icon in Notification area but unresponsive after two minutes from log on.

3. Icon present and after two minutes the icon responded to a right click.

I am still considering what to do - do I ditch NIS or persist with it (attempting to ignore the aggravation)? I have now corrected the NIS settings to my preferred ones.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Alan,

I hope I did not cause the distraction but have you tried the Task Manager suggestion from Yank in Permalink ?

Hugh
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Re: NIS does not start cleanly

Yes, I have done that previously. On the first restart there was only one entry for NIS in task manager. On the second there was two, the second entry having the green tick. The same two entries are there now from the third restart, but NIS is now fully functional. One task is running under "SYSTEM" and the other (with the green tick) under my userid.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

According to Yank's post (correctly so far as I know) that means you are protected from boot-up ...

So no need to worry? Just one of those "It is what it is" thinks not unknown to computers?

Hugh
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Re: NIS does not start cleanly

OK, I am protected from boot-up, but I cannot use IE as the NIS toolbar does not initialise. It's all very well being protected but the computer is unusable. After any attempt to access NIS, this results in being unable to access other applications including Start8 and I cannot enter the Windows Start Screen. The only way to restart the PC again is via the three-finger salute.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Have you ever had any other security programs, or password utilities installed on your system? If so, you need to fully remove the security programs with the utility for that program. Even trials that may have come with a new computer can cause issues if not fully removed.

Things happen. Export/Backup your Norton Password Manager data.
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Re: NIS does not start cleanly

Am I missing something (not unusual), but I do not see it confirmed that Windows Defender has been disabled - either manually (as it was reinstalled after NIS removal) or by the install of NIS?

"I cannot use IE as the NIS toolbar does not initialize"  OK - a new statement concerning what I hope is the Norton Toolbar that is part of the Norton Internet Security GUI in lieu of the Stand Alone ID Safe Toolbar?

Perhaps I am missing something, wouldn't the Start 8 and the windows start screen be used prior to attempting to start Norton Internet Security, but can not be accessed after you attempt to start NIS??

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Re: NIS does not start cleanly

Yes, the PC came with a trial for MacAfee but I removed that using their equivalent of NRT.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Windows Defender and Windows Firewall are both disabled by the installation of NIS. The toolbar I am talking about is the one from NIS. I have the PC set to boot to the desktop, I don't see the Start Screen normally. NIS is, of course, automatically started at boot time not manually. Start8 is started in the same way but not used until I need to run something from the menus; most of my needs are met by programs pinned to the taskbar and in the quick launch bar. I don't use shortcuts on the desktop, they are too awkward to get too when I have a screen full of windows.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

I am getting the same problem starting this morning.

When I first booted this morning the NIS icon was missing and when I used FF and the toolbar showed "access vault" instead of "vault is closed".

When I hovered over it it said "restart is required"

I restarted my system and it worked fine.

I just did another restart and had the same failure.

Next restart and its OK again.

I am running Windows 8.1 x64 and NIS 21.6.0.32

Jim

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Re: NIS does not start cleanly

OK, I am protected from boot-up, but I cannot use IE as the NIS toolbar does not initialize.

Well that sounds like half the battle! I can't comment on the Norton toolbar since I do not use it. I get more mileage out of the Google toolbar and its search function. <g>

I think you have opened up a new topic for others to help you with. 

Hugh
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Re: NIS does not start cleanly

Hello Alan

Does the Action Center say that NIS handles the firewall? In IE go to Manage Add-ons, does it show the Norton Toolbar as enabled and under Search Providers, does it show Norton there?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
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Re: NIS does not start cleanly

Yes, Norton is handling the firewall, virus protection and spyware and unwanted software protection. In IE Norton Toolbar and Identity Protection are enabled, and Norton Vulnerability Protection is disabled (but I believe this is usual and expected). Under search providers I only have Google; I have never seen Norton there.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Hello Alan

If you want to use Safe Search, then Norton Safe Search should be listed under Search providers. I have Google listed first and Norton Safe Search listed second. On the bottom of that page, I have 2 items checked off. One is keeping the Home Page from changing, but I can't think of the 2nd statement listed there which I have checked.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
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Re: NIS does not start cleanly

I looked up Norton Safe Search and I don't believe it's available in this country. I also have both of the items at the bottom of the page ticked; prevent programs from changing my search provider and search in the address bar.

ASUS G750JX - Windows 10 Pro x64 1607 (14393.953) - NS 22.9.0.71 - Firefox 52.0 x64
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Re: NIS does not start cleanly

Alan, I'm not sure where you are located. although I figured somewhere in Great Britain with your comment of :  "I don't know what could bollix NIS this badly" - unless you are transplanted to somewhere else!

Q. Is Norton Safe Search available globally?

A. Norton Safe Search is included in online and retail editions of Norton Internet Security and Norton 360 in Australia, Canada, Germany, UK and US. Norton Internet Security 5 for Mac offers Norton Safe Search in Australia, Canada, UK and US.

To be perfectly honest with you, I don't know what Safe Search would have to do with NIS not starting cleanly.

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Re: NIS does not start cleanly

AlanRussell:

Yes, Norton is handling the firewall, virus protection and spyware and unwanted software protection. In IE Norton Toolbar and Identity Protection are enabled, and Norton Vulnerability Protection is disabled (but I believe this is usual and expected). Under search providers I only have Google; I have never seen Norton there.

NVP should be enabled. Try enabling it and see if anything changes.

What other add ons do you use for IE? Maybe there is some conflict.

Things happen. Export/Backup your Norton Password Manager data.

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