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Kudos0

Norton Identity Safe bugs google chrome (Black bars in youtube)

Windows 7 x64 SP1 fully updated

Norton Internet Security 2012 19.7.1.5 Completely updated aswell

Chrome 21.0.1180.60 (reinstalled 2-3 times so it's the newest version)

When opening a video in youtube while Identity Safe is active, it won't show the video. You can still hear the sound, but the video won't play, UNLESS you go to another tab and come back to the tab with youtube running. Then it will show and play just fine.

This is not just happening in youtube. It's affecting non-video websites aswell, where the website won't work properly unless you go to another tab and come back.

These images show that just when opening the browser with or without identity safe, what would happen:

With Norton identity safe:

Without Norton identity safe

Replies

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Windows 7 x64 SP1 fully updated

Norton Internet Security 2012 19.7.1.5 Completely updated aswell

Chrome 21.0.1180.60 (reinstalled 2-3 times so it's the newest version)

When opening a video in youtube while Identity Safe is active, it won't show the video. You can still hear the sound, but the video won't play, UNLESS you go to another tab and come back to the tab with youtube running. Then it will show and play just fine.

This is not just happening in youtube. It's affecting non-video websites aswell, where the website won't work properly unless you go to another tab and come back.

These images show that just when opening the browser with or without identity safe, what would happen:

With Norton identity safe:

Without Norton identity safe

Kudos1 Stats

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


Salihb wrote:

Windows 7 x64 SP1 fully updated

Norton Internet Security 2012 19.7.1.5 Completely updated aswell

Chrome 21.0.1180.60 (reinstalled 2-3 times so it's the newest version)

When opening a video in youtube while Identity Safe is active, it won't show the video. You can still hear the sound, but the video won't play, UNLESS you go to another tab and come back to the tab with youtube running. Then it will show and play just fine.


Hi Salihb,

 

Maybe you received it already, but there was a Chrome update after your post today, to version 21.0.1180.75. Don't know if that would make the difference or not. I tried to reproduce your issue tonight at YouTube, but couldn't.

 

I also run NIS 19.7.1.5 and use Chrome. I run Windows XP, not 7, I don't know if that makes a difference. With Identity Safe enabled at YouTube, everything loaded and played without incident.

 

There were supposed to be some fixes with the update, yet I don't know if it addresses your issue.

 

 

Ed

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Hi Ed,

Thanks for the tip about the new version of Chrome.  I have been using Firefox and so didn't know the new version was available.

Cheers,

Dave

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


Krusty13 wrote:

Hi Ed,

Thanks for the tip about the new version of Chrome.  I have been using Firefox and so didn't know the new version was available.

Cheers,

Dave


Hi Dave,

 

I completely forgot to make a post at Tech Outpost on the update 

 

 

Regards,

Ed

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Hello, just for info, I have the same issue, with YouTube (as described), Vox.io (not all parts of the website are visible, or the website is white only) and Do.com (file uploads in tasks). I have the issue since I updated Google Chrome to version 21.

My current data, all programs are the German edition:
Windows 7 SP1 x32

Google Chrome 21.0.1180.75 (updated today)
Norton Internet Security 19.7.1.5 (I started LiveUpdate, no updates available)
Norton Identity Protection Chrome extension Version 2012.5.4.6

All issues are gone when I have disabled the NIP-Chrome extension.

Regards

Tobias

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Just updated Chrome to 21.0.1180.75, but still having the same problem. There might be a problem with the Javascript engine or flash plugin? When visiting www.edbpriser.dk, i am unable to interact with the website (it feels like the website has frozen). All i have to do is either go to another tab and come back to the tab with edbpriser.dk to fix it, or resize the window. Not something big, but quite annoying indeed.

I don't have the same problem with IE (but i don't have flash in IE aswell).

Kudos1 Stats

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Same problem for me exactly as described, and it is isolated to the NIS extention. Disable it and the problem goes away, re-enable it, and it comes back.

I get the problems on multimedia heavy sites like http://icanhas.cheezburger.com/ as well; not sure if it is a Flash/HTML5 issue maybe?

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Just trying to gather more information on this issue:

Do these problem pages get "unstuck" if you right-click on the page in Chrome, choose "view page source", let the new tab open, then go back to your original page and try to use it?

Regards,

Matt Powers

Symantec Corp.

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Or just minimize/restore your browser window?  Trying to find out if this is a refresh event problem of some type.

Regards,

Matt Powers

Symantec Corp.

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


MJP wrote:

Or just minimize/restore your browser window?  Trying to find out if this is a refresh event problem of some type.

Regards,

Matt Powers

Symantec Corp.


I tested this for some cases. It seems it is a combination of the NIP extension and the flash player plugin. When I switched the tabs I get often the message the flash player plugin has no reaction. After I stopped the flash player plugin the sites are working properly, also with NIP extension. After a restart of Chrome I have the issues again, until the NIP is disabled or flash player plugin stopped.

Kudos1 Stats

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

For testing open chrome://plugins/ and disable the flash plugin. 

Sites are working properly when

- NIP is activated and flash plugin is deactivated

- NIP is deactivated and flash plugin is activated

My flash plugin details are

Flash (3 files) - Version: 11.3.31.225
Shockwave Flash 11.3 r31

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


MJP wrote:

Just trying to gather more information on this issue:

Do these problem pages get "unstuck" if you right-click on the page in Chrome, choose "view page source", let the new tab open, then go back to your original page and try to use it?

Regards,

Matt Powers

Symantec Corp.


The problem dissappears on both occassions. Either vieweing source and going back to the page or minimizing/maximizing/resizing.

Accepted Solution
Kudos2 Stats

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Thank you - we are still looking into this matter.

In the meantime, one workaround to consider is to hide the toolbar on Chrome (this is different than disabling the extension).

Click the "x" on the left side of the toolbar to hide it.  The Norton Identity Protection extension will still be active for surfing protection (for example Phishing site protection).  

To get the toolbar back (say you want to access your Identity Safe menu), you can click on the Norton Identity Protection button next to the address bar.

Regards,

Matt Powers

Symantec Corp.

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


MJP wrote:

Thank you - we are still looking into this matter.

In the meantime, one workaround to consider is to hide the toolbar on Chrome (this is different than disabling the extension).

Click the "x" on the left side of the toolbar to hide it.  The Norton Identity Protection extension will still be active for surfing protection (for example Phishing site protection).  

To get the toolbar back (say you want to access your Identity Safe menu), you can click on the Norton Identity Protection button next to the address bar.

Regards,

Matt Powers

Symantec Corp.


Wow now everything actually works :O!!! Crazy, i wouldn't have believed that! Thanks, might make it easier, but it's still something that has to be fixed ASAP. Should be pretty high on your "fix-it-list" :).

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Just wanted to add that I have the same problem. I experience it on the foxnews.com home page, among other pages. The same workarounds work for me: disabling Flash plugin; disabling Identity Safe extension; hiding Identity Safe toolbar; switching to another tab and back again.

Chrome 21.0.1180.77 m
Windows 7 w/ Service Pack 1

I hope you get this fixed soon. It is annoying.

Thank you!

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)


samccauley wrote:

Chrome 21.0.1180.77 m
Windows 7 w/ Service Pack 1

I hope you get this fixed soon. It is annoying.


Hi samccauley,

 

Sorry to hear of the problems. I use Chrome also.

Maybe you weren't aware yet, but Chrome version

21.0.1180.79 was released last night.

 

Your current version and the newest one, were released

back to back in two days.

 

You can click here for the likely reason for the turn around

update on the heels of your current version.

 

 

Ed

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Having the exact same problem. Glad it's working now since i hid the tool bar but i'd still rather the tool bar be visable and youtube working correctly for me

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

I am running Windows 7 64 bit and NIS.

If I right clck and select inspect elements, Youtube Videos appear. I also noticed that if you select the console icon in that scrren, you will notice many JAVA errors

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

Pleeeeeasse tell us what to do and how to fix it or make an update, patch that works. I reinstalled both chrome and Norton, I updated and still get the same crush, as the guys with the reported picture. Exactly the same problem ! How long will it take? Before it was Norton Confidential, after reinstallation it changed into Norton Identity Safe - whatever you name it, it's still the same problem. This thing makes my life harder even if I hide the toolbar....................................................

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

If you are able to hide the toolbar, do that... That's the easiest way to solve this problem. Besides you don't really need the toolbar to be visible anyways...

Kudos0

Re: Norton Identity Safe bugs google chrome (Black bars in youtube)

I updated NIS to the new version 2013, this will update the NIP extension to version 2013.1.1.4. With this version I have no more issues with the toolbar or YouTube. 

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