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Kudos0

identity safe disappears from one tab to another

I have IE8 when I open up I have identity safe on the norton toolbar, but if I open another tab "Safe Web" goes has a question mark and identity safe completely disappears from the norton toolbar.

Replies

Kudos0

Re: identity safe disappears from one tab to another

Hello bigred69 and welcome!

If I understand correctly, when you first open IE8, the Norton Toolbar appears normal, but when you open another tab in IE8, the Toolbar changes - is that correct?

Could you tell which version of Norton Internet Security you have? ( Main UI > Support > About)

Also, if you could provide a screenshot of the issue, that would be helpful.

Instructions for uploading a screenshot can be found here.

Thanks!

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: identity safe disappears from one tab to another

Yes the first time I open a tab the norton toolbar looks normal with safe web checked and identity safe existing. I am now looking at the norton toolbar the safe web containing a question mark, and the identity safe is gone.  I have Norton version 5.2.1.3.

Kudos0

Re: identity safe disappears from one tab to another

Hi bigred69,

From the screenshot and the version number you have reported, you are in fact running Norton Security Suite (NSS) from Comcast.

How long have you had NSS installed on your system? 

When you first installed it, did you first remove all other security programs that run in real time?

Do you currently have any other security programs installed? 

Kudos0

Re: identity safe disappears from one tab to another

In checking the properties I have it since feb 27 2012.  It states it was modified april 27.  No I do not believe I delete it first version.  I do not see any other security programs but norton..  

Kudos0

Re: identity safe disappears from one tab to another


bigred69 wrote:

In checking the properties I have it since feb 27 2012.  It states it was modified april 27.  No I do not believe I delete it first version.  I do not see any other security programs but norton..  


What antivirus program were you using prior to Feb 2012 on this system? 

Do you have a Norton icon in the System tray?  What is the color of the check mark on it?

Please start NSS, Click on Task > Under PC Tuneup Tasks on the RH Side, select Run Diagnostic Report.  If any error, let us know what they are.

Accepted Solution
Kudos0

Re: identity safe disappears from one tab to another

Yes checked the Norton icon and there was a white exclamation in a red circle.  After running the diagnostic report, it did not have an error code, but had me run a fix to delete files temp as well as other files.  Then I got a green check mark on the Norton icon.   After logging out of internet explorer and back in the norton toolbar 'identity safe'  was available on a second tab.     Thanks so much.

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