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Kudos0

Norton toolbar disappears

Hi,

I have the latest version Norton 360 using IE11

Problem: The entire Norton toolbar (Icon Norton, Norton Safe Search, This page Is Secure, Access vault...) disappears form the screen when I connect to a  website which contains advertising content. It leaves a blank space. This lasts for as long as I takes for the website to fully download.  However, this does not happen on websites without advertising eg. a government site, Mayo Clinic, and Norton Community site etc.

This was not a problem with the previous  version of 360.

This does concern me!

Any ideas?

Replies

Kudos0

Re: Norton toolbar disappears

Good morning mgirons, that's a good question, although I doubt the OS upgrade would do much of anything to fix the IE 11./toolbar issue.

I've found that recently, the issue with IE11. & Toolbar has become worse, pretty much freezing IE11 far more often than during the winter.

I have 18 days left on my subscription & am at the point where I'm really considering trying another product. It's been 6 months since the first user posted the problem. If someone from Symantec will post how far along engineering is on a potential fix then at least I'd have more reason to stay the course.

Kudos0

Re: Norton toolbar disappears

Hi All, 

Engineering is still working on the problem, but after the last patch release, it does seem to be restricted to Windows 8 and 8.1. Can you confirm your OS to help us validate that?

Thanks,

Matt

Kudos0

Re: Norton toolbar disappears

Matt_Phillips

Running Windows 8.1 with Internet Explorer 11 - both up to date with April Windows Updates installed

Kudos0

Re: Norton toolbar disappears

Matt,

Windows 8.1 along with IE 11.9600.18283

Update to date with the latest Windows Updates (April)

Kudos0

Re: Norton toolbar disappears

Good morning, I wanted to paste some info that might help track down where I'm getting a lot of IE11 errors. This error seems to be part of the problem I'm having with NIS Toolbar.

I went into Event Viewer & here's the description. This caused the toolbar to stop working as far as I can tell.

"Log Name:      Application
Source:        Application Error
Date:          2016-05-04 6:06:23 AM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      User
Description:
Faulting application name: IEXPLORE.EXE, version: 11.0.9600.18124, time stamp: 0x5641278d
Faulting module name: Flash.ocx, version: 21.0.0.213, time stamp: 0x57033b8e
Exception code: 0xc0000005
Fault offset: 0x00d9cd5c
Faulting process id: 0x1de4
Faulting application start time: 0x01d1a5e23497f2d2
Faulting application path: C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
Faulting module path: C:\Windows\SYSTEM32\Macromed\Flash\Flash.ocx
Report Id: 78f9b427-11d7-11e6-887e-18cf5e059963
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2016-05-04T09:06:23.000000000Z" />
    <EventRecordID>235869</EventRecordID>
    <Channel>Application</Channel>
    <Computer>User</Computer>
    <Security />
  </System>
  <EventData>
    <Data>IEXPLORE.EXE</Data>
    <Data>11.0.9600.18124</Data>
    <Data>5641278d</Data>
    <Data>Flash.ocx</Data>
    <Data>21.0.0.213</Data>
    <Data>57033b8e</Data>
    <Data>c0000005</Data>
    <Data>00d9cd5c</Data>
    <Data>1de4</Data>
    <Data>01d1a5e23497f2d2</Data>
    <Data>C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE</Data>
    <Data>C:\Windows\SYSTEM32\Macromed\Flash\Flash.ocx</Data>
    <Data>78f9b427-11d7-11e6-887e-18cf5e059963</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

Kudos0

Re: Norton toolbar disappears

DanG.

I have actually had 4 'Not responding' issues with IE over the last month, all have recovered without closing IE. Only one a couple of days ago coincided with the toolbar issue, this also recovered IE. Notice your report shows Flashplayer the culprit, this is integrated with IE, none of my errors refer to this, couple of times various other problem progs, couple of times just IE itself. Still have just a couple of sites where problem constant, all other times/sites random. Have noticed might have an issue on Laptop with a site, same site not an issue on desktop at same time or vice-versa.. Did have issue last week on ebay main page (contained two British Gas animated ads., done a refresh, different ads appeared, no problem, the British Gas ads always cause an issue on ebay & other sites when they appear. Both computers identical systems etc and updates, but show different responses for same webpage and time - very stange. Look as you are like me - if there is a problem with anything, computer, TV services, purchased products etc, I will be one of those who have the problem, must be others running Windows 8.1, IE 11 & a Norton product, must be enough that Technical are trying to resolve.

Kudos0

Re: Norton toolbar disappears

mgirons,

I get the "Not Responding" several times per hour every day, & it's been getting worse lately. What started out last November as a distraction has turned into a problem frustrating enough I am close to throwing in the towel in regards to the toolbar.

After this much time & frustration I think Norton should give both of us new computers, as a thank you.

Kudos0

Re: Norton toolbar disappears

DanG - noticed from your logs IE is version 11.0.9600.18124, this is a December 2015 update, current version of IE appears to be 11.0.9600.18283 which came through with April 2016 WUD's, there has been other updates this year (one per month). It appears your Flashplayer is current issue (this shows as the problem), perhaps there is a conflict with this and IE apparently being 4 months out of date. April IE update came thru' as KB3148198, might be worth checking if this came with April WUD's and if so, did it install?. Might be clutching at straws but might be worth checking. Do you have 'install new versions automatically' ticked in about IE?. Can also check version number here as well.

Cheers

Kudos0

Re: Norton toolbar disappears

mgirons,

I just checked IE11 & this is what is showing when I click "Help" at the top of the browser.

Kudos0

Re: Norton toolbar disappears

DanG,

Looked thru' my event logs, last entry for IE was 8/4/2016 - this was an 'Application Hang' but also logged IE as version 11.0.9600.18124 like your log. When I checked on MS this was the December 2015 version number updated that month so why this is being recorded in both our event viewer logs as opposed to the current version is beyond me but it appears we are both up-to-date in real terms. Is this in fact something to do with your Flash installation although that is current. Does this happen when opening a specific web page?. I have not had this particular issue, flashplayer normally stable. Was this issue included in any logs collected by Norton?. From my issues the toolbar issue seems to be spread over IE, Norton & content on random webpages. Yesterday had a few seconds of blank toolbar on one site, closed IE, immediately went back to that site, no problem. I can't work it out nor can Norton at the moment apparently.

Kudos0

Re: Norton toolbar disappears

Hello

Mine looks the same except my About IE 11 has 18282 instead of your 83 version?

I'm on Win 7 64 bit

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

I always use Secunia PSI to make sure the system has the latest updates programs such as Flash for Firefox, any firefox/chrome updates etc. It helps me keep things up to date.

Anytime Windows 8.1 has "Critical Updates" I install asap.

As I mentioned, the IE/NIS Toolbar issue is so bad now, I'm considering trying another stand along program to take care of my Vault needs. Since we've heard nothing from Engineering, I'm left to assume the fix may not show up anytime soon.

This issue now happens pretty much all the time & most web pages too.

floplot, hi there. I'm not sure what the latest version of IE is for Win 7. If you check you system for Windows updates it should let you know if there's a newer version of IE for you.

Kudos0

Re: Norton toolbar disappears

Hello Dan

I'm up to date with Windows Updates.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Looking a bit deeper, Floplot's IE '82 appears to be Windows 7 version of our Windows 8.1 version. I still have the issue on a random basis but far from the problems suffered by DanG, like yesterday, opened a web page, have toolbar issue, did a refresh no problem. Closed IE, opened same web page, no problem. Norton technical have actually seen this happen when connected to my computer but, it appears, like me, cannot always replicate the issue on demand except on a couple of sites I visit where the issue is always there - still concerned about Dan's logs showing Flash as possible culprit, don't think this can be reinstalled in IE 11, last update issued in April. I assume as the issue is with the toolbar, this would need to be disabled losing security protection even though another password manager was to be used.

Kudos0

Re: Norton toolbar disappears

hi mgirons,

I've been thinking about what other "security" programs we both have installed, perhaps you have no other?

On my system, I have Mawarebytes Anti-Malware Pro & I have both programs set to work together. Never an issue.

Also, I run Hitman Pro Alert (if you're not sure exactly what it is/does just do a search for it. This is the one program I have installed that runs at "start-up" & it does inject itself into IE, Chrome & Firefox, in order to protect the browsers from many attacks etc. It always ran fine with IE etc, I  had it installed on this system months before the toolbar problems began last November. I'm doubtful it's in any way part of the problem.

I'm just curious if you are running Hitman Pro Alert?

I'm going to go over logs again & see if anything is showing as the root cause of the IE restarts, freezes etc.

Kudos0

Re: Norton toolbar disappears

DanG,

Just Running Norton Internet Security - never been a fan of having two programmes doing same thing. In the good old days, NIS would not install if was not only security programme running, would have to remove say Malwarebytes but that did change a few years ago. You appear to have a lot more problems than me, do get the disappearing toolbar for a few seconds on random occasions during the day and IE 'not responding' perhaps once a week, IE always self recovers. On these occasions to toolbar blanks out but don't know if it is IE or the toolbar causing the issue although I assume could be IE due to the IE not responding  report.

Kudos0

Re: Norton toolbar disappears

Hello

Flash Player updates at least once a month, so if latest is April 1, there is most likely a newer one. Since you are using Malwarebytes premium, have you put the exceptions in both programs? Others have been having issues running both programs this year. Remember also that they are doing work on the new Toolbar for Firefox which is going to be independent of the browsers. That means the one new toolbar will work with all 4 browsers. Do you have IE browser locked into place? Can you try uninstalling the Malwarebytes Premium and see if it makes any difference?

There are users of Chrome having the same issue also of disappearing toolbars at times.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Hi Guys,

It's not just Internet Explorer 11 but also the same on Google Chrome for me.

So I'm not sure linking the toolbar issue with IExplorer is the cause if it also happens in the same fashion on Google Chrome.

Cheers

Kudos0

Re: Norton toolbar disappears

floplot, good morning

Yes, exceptions are in place for MBAM, HMPA & NIS.

I'm not sure what you are asking "IE locked into place"? Do you mean as Default browser?

I haven't tried uninstalling MBAM, I'll try & report back my findings.

I did try disabling all settings on HMPA yesterday but it made zero difference.

Kudos0

Re: Norton toolbar disappears

Good morning martilim4,

I agree, my comments are only about issues I'm having with my default browser IE11 latest version.

My use of other browsers is very limited, even though I do have Chrome & FF latest versions installed.

Kudos0

Re: Norton toolbar disappears

Hello DanG

If you click on a blank place on the browser, you will find a list of different bars. Norton Toolbar is included in that list. On the bottom of the list is lock the Toolbars. You need to check off that Lock the Toolbars. That's what I mean.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Good morning floplot,

I just checked & Norton Toolbar was not checked, should I leave it that way or lock the Toolbar?

Also, I disabled MBAM Pro yesterday & unchecked all settings so it would not boot at start. It made no difference.

So, I know that neither it nor HMPA are causing any problems.

Kudos0

Re: Norton toolbar disappears

Hello DanG

Put a checkmark in front of any of the choices listed there that you want to show. Also, put a checkmark before lock the toolbars. After doing that, then restart your computer and check to see if the toolbar is there and stays. After doing Windows Updates, you could check to see if it is still checked off.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Everything set as you describe floplot. Still no difference.

I did copy/paste three errors showing in IE url address area a little while ago.

es://ieframe.dll/acr_depnx_error.htm#msn.com,http://www.msn.com/en-ca

res://ieframe.dll/acr_depnx_error.htm#gc.ca,https://weather.gc.ca/city/pages/pe-5_metric_e.html


res://ieframe.dll/acr_depnx_error.htm#pcgamer.com,http://www.pcgamer.com/what-the-changes-to-civilization-vi-mean-for-the-...

Kudos0

Re: Norton toolbar disappears

DanG,

I'm in UK. Tried your links, first two opened with no issue, 3rd one opened to main pcgamer site but returned particular page not available but also with no toolbar issue. Have a couple of sites where issue constant but these have always been slow to load even before the toolbar issue. Other sites issue on random basis, if it occurs, a refresh, leave site and come back or exit & load IE, problem normally gone until next random occurrence which may not be for a day or two and then only at first attempt in that new computer session. The two sites I have always had slow download/render issues did not have the issue in Firefox and still don't.

Kudos0

Re: Norton toolbar disappears

Hello DanG

Here is USA, all 3 sites opened  up immediately in IE 11 Win 7 Pro 64 bit.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Since my last post I updated my video card driver, I noticed the driver I was using was from last November which is the time I began having issues with IE11. No change in IE/Toolbar but wasn't really expecting one.

I disabled the Toolbar a few days ago for a few minutes just to see if it helped but no go, same issues.

If Matt can find out if Engineering is making any progress, I'd appreciate a post.

Kudos0

Re: Norton toolbar disappears

DanG, done the same as you but makes no difference. February had an issue with accessing a couple of web pages 'Page cannot be displayed', likewise Firefox, updated driver, did not alter that problem although pages were online later in day, must have been error at their end. Did not improve toolbar anyway. Like you, disabled toolbar/addon, turn back on, no improvement. Just seems so random with me, a few sites show problem but not always so the whole issue seems so elusive. Just tried one of those sites, issue first time in, try again no problem. Matts last posting a month ago - must be a large number of people running Windows 8/8.1 & Norton Products so I assume a lot of people having issues or is it just us?

Kudos0

Re: Norton toolbar disappears

Hi mgirons,

Your last question: there are five users that I count on this forum thread with this issue, plus Matt who experienced more of a blink than a full on disappearance.

Some are having a much worse disappearance rate of the toolbar than others it would seem. I get the impression those on Windows 7 are immune.

Cheers.

Kudos0

Re: Norton toolbar disappears

Good morning mgirons, like you I thought the issue would have to affect pretty much any one with IE 11 & Windows 8.1. It seems we're part of a very small group though. If I were working in engineering that would tell me these few systems must have a lot in common (hardware/software/drivers). The silence on the part of Matt & or engineering isn't helping.

I'm wondering if they have decided to just continue working on the new Toolbar that's suppose to work with IE, FF & Chrome & not spend anymore time looking for a reason we're having the problem.

I have downloaded the NIS removal tool & am planning on removing it from my system. I have a license I purchased cheap for Kaspersky Total Security & I'm going to give it a go. 6 months with the Norton issues without any word is enough.

I'll post after I've used Total Security enough to give my take on it. I have used some of their products before & overall liked them.

Kudos0

Re: Norton toolbar disappears

Hi all,

Sorry for my longer-than-expected absence from this thread. The good news is that there is a planned release to address this issue specifically for Windows 8.x users. The bad news is that I don't have a release date yet. I'm digging into that question and will post whatever I learn early next week (even if it's that I don't know yet).

Thanks,

Matt

Kudos0

Re: Norton toolbar disappears

Hello @DanG

I just saw this post by Matt.

Permalink 

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Good morning floplot, I just read Matt's comment. Good to know there's a fix coming hopefully soon. I haven't un-installed NIS yet & will hold off until Matt posts again. If the fix time frame isn't known after his next post I'll remove NIS & give Kaspersky TS a go.

Enjoy the weekend folks

Kudos3 Stats

Re: Norton toolbar disappears

I've confirmed that the next release, 22.7, which is currently scheduled for a June release (this is the expectation, but be aware that schedules can change) has a verified fix for the Toolbar issue on Windows 8.x.

I will update this thread again if anything changes and thanks again for your collective patience!

Matt

Kudos0

Re: Norton toolbar disappears

Appreciate the information Matt, crossing my fingers the update will work on my system.

Kudos0

Re: Norton toolbar disappears

Hi, The toolbar is still disappearing on nearly all sites on my computer.

Refer to Announcements Norton 22.7.0.75 Improvements:(Bug Fixes) : Norton Toolbar disappears from Internet Explorer on certain websites."

Sorry, but  it hasn't worked here with the new release. This is very disappointing!

Martillim4

Kudos0

Re: Norton toolbar disappears

Hello Martillim4

Have you restarted your computer and run Live Update? After I had to restart, I ran Live Update and there was  another NSBU product update.. You may need the 2nd restart to help get the update settled in. I have notified Norton about your post.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

With the update to Norton version 22.7.0.75, I had to restart IE 11 a couple of times to display the toolbar, even though it was showing enabled in Add ons.

The update is being progressively rolled out, and MAY fix this issue.

Windows 10 Home X 64
Kudos0

Re: Norton toolbar disappears

Martillim4/flopot,

Norton Internet Security now completely updated to version 22.7.0.75, after following flopot's suggestion with another 4 Live Update items installed and then another one later. Problem not cured although the time the toolbar disappears has considerably reduced with problematic pages loading quicker than before. Looks as issue still needs work to be done by Norton to completely solve.

Kudos0

Re: Norton toolbar disappears

Hi floplot and everyone,

Yes, I've had several updates since the new 22.7 release was  downloaded and installed to my computer. I followed your advice, floplot, regarding updating and restarting but there's no change to what's been happening since November 2015.

I did send a PM to Matt about the outcome as soon as I posted here.

Hello also to F 4 E Guru.

In your post you say the issue "MAY be fixed."  However the Admin post (Mohan-G 14/6/2016) headed "Norton 22.7 Product Available Now"; click on embedded link to >"Product Update Announcements": at the bottom of that page under Bugs it states, along the lines, " 22.7 release fixed the disappearing toolbar issue in Internet Explorer 11.... Maybe you have some other info I've not read about this, hey?

Regards.

Kudos0

Re: Norton toolbar disappears

Martillim4 - 'Fixed an issue where the Norton Toolbar disappears from Internet Explorer on certain websites' from Mohan G's blog post. With me, 'certain' sites appear to be fixed (at the moment anyway) but others are not although issue not so pronounced. Also noticed with version update, background tasks no longer includes 'Identity Safe Maintenance' item. Same on both computers.

Kudos0

Re: Norton toolbar disappears

Martillim4:

Hi floplot and everyone,

Yes, I've had several updates since the new 22.7 release was  downloaded and installed to my computer. I followed your advice, floplot, regarding updating and restarting but there's no change to what's been happening since November 2015.

I did send a PM to Matt about the outcome as soon as I posted here.

Hello also to F 4 E Guru.

In your post you say the issue "MAY be fixed."  However the Admin post (Mohan-G 14/6/2016) headed "Norton 22.7 Product Available Now"; click on embedded link to >"Product Update Announcements": at the bottom of that page under Bugs it states, along the lines, " 22.7 release fixed the disappearing toolbar issue in Internet Explorer 11.... Maybe you have some other info I've not read about this, hey?

Regards.

Hi, @Martillim4 I found I needed to launch IE from the desktop icon by selecting Run as Administrator.

Now the toolbar shows every time.

Hope that helps ! 

Btw, these issues are being investigated. Please see this link re V 22.7.

https://community.norton.com/en/comment/7041121#comment-7041121

Windows 10 Home X 64
Kudos0

Re: Norton toolbar disappears

Matt & all

Good morning, I've waited awhile to give my results after the toolbar fix. Since the patch was installed, all latest updates, I've found the behaviour of the toolbar is a lot better for me that pre-patch.

Yes. I do sometimes still have the toolbar disappear. The issue instead of happening many times per day, now happens much less often. Perhaps two times per day, especially for me on a couple of sports sites I read daily.

Overall, much better but still could use a little work.

I'll update with more detail as time permits.

Thanks

Kudos0

Re: Norton toolbar disappears

DanG.

Basically same as you. Overall improvement but not completely solved. Some sites that had an issue now solved, others have improved considerably but not cured with issue lasting for a shorter period. On the other hand, one or two sites that were OK now showing the problem although toolbar quickly reappears. Marks 7 out of 10 to Norton.

Kudos0

Re: Norton toolbar disappears

Hello Guys

Are you using your Windows Administrator Account when you see these errors? Some have reported that using their Admin Account fixed the issue. Am glad that the issue is improving.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton toolbar disappears

Hello flopot, Logged in as Admin anyway. Did have another patch yesterday for various fixes, for some reason, one site that was basically improved with the Norton toolbar blanking out, now, instead of blanking out, replicates the favorites bar for a brief second although, to be fair, this particular webpage has always had various issues before the Norton Toolbar issue. Update - also same effect when selection of result from Google search - this is constant for any linked result.

Kudos0

Re: Norton toolbar disappears

Another product update received today - issue with double Favourites bar still there but appears to recover a lot quicker than this morning.

Kudos0

Re: Norton toolbar disappears

Good morning floplot, I don't run IE as an Admin due to the security risks. I am open to trying just to see if there's a difference if you think it would solve the issue altogether?

Post back when you can & thanks.

Kudos0

Re: Norton toolbar disappears

Good morning mgirons, I've had the same issue all along & have noticed it's still there as you describe. The double favourites bar seems to fix itself but while a page is loading I often see it.

Kudos0

Re: Norton toolbar disappears

Good afternoon all, Issue has been observed during on-line session with Norton Case Manager and more logs taken by them to try and locate exact issue.

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