• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

NORTON TOOLBAR NOT WORKING

My Norton toolbar is neither showing or working. For weeks, my norton safe web search is still missing and unable to find a solution.

I bought the norton security with backup and the safe search suddenly stopped working. 

I kept running the live update and still, the solution is not resolved. 

Replies

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hello konpelto

Welcome to the Norton Community Forum

Can you please tell us the browser where the toolbar is missing from?  What is the version number of your NSwB? Also the version of the browser? What service pack and operating system please? What Norton product did you have before you got NSwB? Was the toolbar working at that time? Do you have a local or on cloud toolbar when it is there?

Have the add-ons for the toolbar been enabled?

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.9.63 Core Firmware 288 Android App 2.23 Chrome latest version.
Kudos0

Re: NORTON TOOLBAR NOT WORKING

Kudos0

Re: NORTON TOOLBAR NOT WORKING

I have had a problem with Norton Toolbar - to the stage where I had a live chat with a Norton "Guru".

First my kit: Norton Internet Security 21.7.0.11 (Last Live Update 5 seconds ago) - Browser Firefox 36.04 O,S, = Windows  7 64bit Ultimate. Norton Toolbar Addon 2014.7.11.42 .

Simply put at the end of the "Live Chat" session complete with remote session the Support Representative stated "Actually Norton Toobar is not compatible with Firefox 37. We are still working on it"

So it appears that the blogs from Norton are misleading. The purported patch 2015.2.1.3 will not install via live update and according to Norton themselves in the Live Chat session doesnot give compatibility with FF 37

I guess that most NIS users are familiar with the annoying habit of Mozilla whereby they rewrite the Firefox code and give us an update each week!! - or it seems like it at times , but please Norton/Symantec don't tell us porkies - we can live (as I am doing) without updating Firefox or without the Norton Toolbar (although that is most inconvenient). Also I have to say the help pages on the Norton Website are unhelpful in the extreme - straight answers to straight questions don't seem to figure in the Norton Manual and one seems to go round in circles to get nowhere!

But whatever Never update Firefox without creating a restore point before you do!

regards to all - weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hi weeshus,

Are you sure you contacted Norton?  I ask because you said: "I had a live chat with a Norton "Guru".   I am not aware of any of our Gurus who do CHAT with remote access.  FWIW, this is just one of the bogus companies:

http://www.guruaid.com/antivirus/norton_support/fix_repair_norton_antivirus.php

Actually FF 37 was pulled due to some problems it caused and the latest release is now FF 37.0.1 and the required NTB Extension is 2014.7.12.7.

The 2015 NTB Extension you mention is for a product you are not running - and the most current NTB extension for 2015 products is 2015.2.1.5.

We'll be awaiting your answers.

Kudos0

Re: NORTON TOOLBAR NOT WORKING

My reply has been queued for review - I wonder why??

Regards weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Here is my reply again - posted by me before the question I asked "My reply has been queued for review - I wonder why??"

Hi Yank,

I am fairly certain I was talking to Norton, my chat was followed by the following email (my email address deleted for personal security.)

"Norton Quality Assurance [removed]  sent Tue 07/04/2015 11:27

Dear ***************

Thank you for your recent contact with Symantec.

We hope that we were able to assist you, and that your experience with our customer service was positive. If this is not the case, or if there is anything else we can do to help, please just click here to chat with one of our senior support representatives.

Our ongoing efforts to provide better service require your feedback, and we request that you complete our customer satisfaction survey.

To complete our survey, please click on the survey button below:

: [removed link to survey]

Our Thanks,
Richard Gianvecchio
Vice President
Global Technical Support
Symantec Corporation

You were sent this email because you recently contacted Symantec via chat, email or telephone. You should have been informed that you would receive this email and survey. For the full Symantec Privacy policy, please visit: http://www.symantec.com/about/profile/policies/privacy.jsp

So I guess it was from Norton!!

For further information the quotes below are taken from Norton blog notifications:

30-Mar-2015 | 10:37PM: Mohan_G created Firefox 37 Support for Norton Toolbar

Hi Everyone,

The Norton Toolbar is now compatible with Firefox 37. We have released a Firefox 37 compatibility patch for Norton Security 22.1.0.9,Norton Security with Backup 22.1.0.9. The patch is also available for the Norton Internet Security, Norton 360 21.7 and Norton Identity Safe standalone products which is available via Live Update.

The versions for this compatibility update are as follows:

Norton Security, Norton Security with Backup 22.1.0.9:

Norton Toolbar: 2015.2.1.3

Regards Weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

HimYank.,

As my full reply has been queued for reviw, I will answe ryour comments briefly. Your commnets below with my answers:

 " Are you sure you contacted Norton?  I ask because you said: "I had a live chat with a Norton "Guru".   I am not aware of any of our Gurus who do CHAT with remote access.  Yank please check on "help" - Norton support representatives do ask for remote access to be enabled -WITHOUT QUESTION

FWIW, this is just one of the bogus companies:  WHO I HAVE NEVER USED

http://www.guruaid.com/antivirus/norton_support/fix_repair_norton_antivirus.php (link is external)

Actually FF 37 was pulled due to some problems it caused and the latest release is now FF 37.0.1 and the required NTB Extension is 2014.7.12.7.

The 2015 NTB Extension you mention is for a product you are not running - and the most current NTB extension for 2015 products is 2015.2.1.5.

CHECK YOUR BLOGS RE

"30-Mar-2015 | 10:37PM: Mohan_G created Firefox 37 Support for Norton Toolbar"

We'll be awaiting your answers.

YOU HAVE THEM IN BRIEF - BUT MY FULL REPLY HAS BEEN QUEUED FOR REVIEW

Regards

weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Sorry for the trouble, weeshus. I've only edited the email for the survey and the link directly to it, as that is reserved for those who have contacted our Customer Support team. I've replaced that text with [removed] in your post, to clarify the action that was taken. Thanks for your understanding.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hi weeshus

You report running Norton Internet Security.  The Toolbar version that pertains to Norton Internet Security starts with 2014.x.x.x.... 2014

All reference to Toolbar version that starts with 2015 is not for Norton Internet Security.

yank: Actually FF 37 was pulled due to some problems it caused and the latest release is now FF 37.0.1 and the required NTB Extension is 2014.7.12.7.
yank: The 2015 NTB Extension you mention is for a product you are not running - and the most current NTB extension for 2015 products is 2015.2.1.3.  (.5 edit to .3)

Please confirm the version of your Toolbar is 2014.7.11.42
Please confirm you have run Live Update numerous times and restarted numerous times since your first post onto Thread started by konpelto

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Good morning - to respond:

yank: I am not aware of any of our Gurus who do CHAT with remote access

 Live Chat is available via Norton Support and the remotes access is provided by runnning the following download from Norton: "Support-LogMeInRescue.exe"

Tony Weiss: Sorry for the trouble, weeshus. I've only edited the email for the survey and the link directly to it, as that is reserved for those who have contacted our Customer Support team. I've replaced that text with [removed] in your post, to clarify the action that was taken. Thanks for your understanding.

No problem - I understand

bjm_: Please confirm the version of your Toolbar is 2014.7.11.42
Please confirm you have run Live Update numerous times and restarted numerous times since your first post onto Thread started by konpelto

 My toolbar is 2014.7.11.42

Confirm Live Update & numerous restarts

bjm_: You report running Norton Internet Security.  The Toolbar version that pertains to Norton Internet Security starts with 2014.x.x.x.... 2014

What I did not fully understand was the blog email - now I have re-read it properly I realise that I did not read it thoroughly  and was in error  - apologies My21.7.0.11

I think that some of my confusion was due to me updating Firefox and then running "LiveUpdate", starting Firefox (safe in the knowledge that my toolbar was updated and would work ok??!!) and finding it did not run. As I said in my first post Never update Firefox without creating a System Restore Point . Then I was told by a Norton support representative that "No, Firefox 37 and Norton Toolbar are not compatible...we are working on it..

So, thank you to you all - now I will install Firefox 37 and see what happens - just off to create my restore point.

Again - thanks

regards

Weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

weeshus
Please note before you update FF to v37 you need Toolbar ver 2014.7.12.7

yank: Actually FF 37 was pulled due to some problems it caused and the latest release is now FF 37.0.1 and the required NTB Extension is 2014.7.12.7.

Since you report Toolbar version 2014.7.11.42...your Toolbar has not been updated to the required version to satisfy FF37

weeshus:  My toolbar is 2014.7.11.42

The trick at this point is to get your Toolbar version updated to 2014.7.12.7 before manually updating FF to v37.0.1

Kudos0

Re: NORTON TOOLBAR NOT WORKING

yank: I am not aware of any of our Gurus who do CHAT with remote access

The attached file shows (inter alia) the official Symantec application for their remote access

Thanks bjm_ you comments saved me getting stressed - I can after all live without FF 37 but I can't live without NIS & the Norton Toolbar.

The story so far..............I ran live update, restarted computer. did a system restore point and then started the update process for Firefox 37.01 - FF told me my addons were not compatible. Aborted up date of firefox

"Updated" N I S again and restarted computer - still running 2014.7.11.42.

Checked with Norton and got told that my NIS was up to date and I was runninng the latest version!

So what does anyone suggest - I can run Norton Power Eraser and reinstall the latest version of N I S - but I have a feeling that even that latest version will need the patch to update the toolbar to 2014.7.12.7

Kind regards and thanks for all your support

weeshus

Kudos1 Stats

Re: NORTON TOOLBAR NOT WORKING

Yes at this point please suspend with NPE as not needed and please run NRnR Tool ~ Read Before you begin
Please export vault backup before you run Tool

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Yes, after NRnR please run Live Update several times and restart ... then run Live Update several times and restart....
Then before you update FF please confirm Toolbar is at required version 2014.7.12.7

Kudos2 Stats

Re: NORTON TOOLBAR NOT WORKING

isn't it nice when it all goes according to plan? Thanks bjm_ - all sorted but it is worth (for others who are having a similar problem) my writing the sequence of events, which I hope are accurate!

  1. Please make sure you export your vault backup before you run Norton Remove and Reinstall Tool.( Norton Identity Safe > Settings > Export Vault)
  2. Download Norton Remove and Reinstall (NRnR) tool
  3. Run NRnR tool following the instructions on the web site - (address given by bjm_ https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us ) then reading carefully the warning list of the programmes that will be erased and making sure you have the installation media to re-install programmes removed by NRnR (either downloads or physical media)

  4. Restart the computer
  5. Go to "Manage my Account Page" and sign in (You must note before you start your Norton log-in and password - just in case you have forgotten it!)
  6. Download your programme(s)
  7. Reinstall your programmes
  8. With particular reference to the issues raised in this thread (Norton Toolbar & Firefox 37.01), when the programmes are installed - start Norton Internet Security and immediately run Live Update.
    1. In my case the Live Update page told me that Live Update had last been run 6 days ago! (In fact 25 minutes ago)
    2. Then Live Update said "download 6 MB of data" - (this had not happened in any of my myriad Live Updates).
    3. You will then see an onscreen notice saying "Patch Available - Apply Now? If you don't apply now it will be done automatically." I chose Apply Now and got "Hotfix" message and then "Application Restart" message (I did not have to do anything after checking "Apply Now".)
  9. Then on Live Update Complete close NIS and restart your computer.
  10. Open Firefox and go to the addons to check for the Addons Version (Tools > Addons) hopefully (as with me) it will say "2014.7.12.7" as the version of the Norton Toolbar running
  11. If all ok "Update Firefox" (whilst holding breath) If not repeat step 8 several times in a row then steps 9 & 10 (once each)
  12. Then you should have Firefox 37.01 with your Norton Toolbar and Norton Identity Safe all running smoothly. If you lose your vault contents you will be easily able to get them back from your exported vault back up (Step 1)

Thank you so much to all and I hope the notes above help anyone else with a problem like this,

Kind Regards

weeshus

Kudos1 Stats

Re: NORTON TOOLBAR NOT WORKING

weeshus
So, this is the plan ... make sure you have the Toolbar compatibility patch installed / settled in before manually updating FF

You may subscribe to Product Update Announcements here click Option > Subscribe to follow product updates.

...and check FF Update is set to Check for updates let me choose ...
Cheers

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Thanks bjm_ - all done and dusted - am already a Product Update Announcement subscriber and have FF Update (Tools > Options > Firefox updates) checked to be to be "Check for updates let me choose"

Have a good weekend

weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Good thread, good fix and now all we need is for weehus to mark the solution so others may prosper from everyone's hard work on this thread! 

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Over the past few days and "with a lot of help from my friends" I think we have a good solution here. The detailed steps should help and the caveats should protect us. High Five to all of you.

Thanks

weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hello

Too bad that weeshus can't mark the thread as solved since he's not the o/p. This is the 2nd thread that I have seen today when this has happened. Good job bjm and weeshus

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.9.63 Core Firmware 288 Android App 2.23 Chrome latest version.
Kudos0

Re: NORTON TOOLBAR NOT WORKING

floplot:

Hello

Too bad that weeshus can't mark the thread as solved since he's not the o/p. This is the 2nd thread that I have seen today when this has happened. Good job bjm and weeshus

I totally disagree - it is not weehus who should be able to post the solution to this thread.  This thread was started by konpelto  and they in fact own the thread in regards to signifying the solution.  Thus until such time as konpelto says their situation is solved, then this thread is not solved.

Hopefully, as floplot points out other users experiencing the same situation should provide information on the original thread, but once mentioned, perhaps the best procedure would be to start their own thread that they can control the signifying of the solution on!

Bottom line is,  others should not hijack someone else's thread, as only the OP can mark the solution and as in this case may times the OP does not return to the thread!

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Truly guys, it really isn't about "who solved the Thread" - it is about the thread being solved and the creation of a thread of knowledge and information that helps others avoid the problems we have had.

Frankly when I did not know what to do the Community came to my aid and helped solve my problem . With their guidance and my small input  together we have posted a thread that will avoid others having the problems we have had.

We have to have an etiquette in any community to help monitor our behaviour, guard against Trolls and maintain a useful and helpful source of knowledge in an amicable manner. I think that that is what we do. Let's keep it that way. WE know it is solved

Regards

weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

yank:

Good thread, good fix and now all we need is for weehus to mark the solution so others may prosper from everyone's hard work on this thread! 

Hello yank

You are contradicting yourself in your last post.. We both agree that bjm and weeshus did a good job in this thread. We both agree that he could have marked the thread as solved if he had been the original poster. Don't think you are disagreeing with me....It looks like ummm......

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.9.63 Core Firmware 288 Android App 2.23 Chrome latest version.
Accepted Solution
Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hello, everyone, OP here. I had a chat with one of the norton employees here and all i had to do was remove and reinstall my norton product. Hopefully, that will help someone else, too. Thank you everyone for your help and replies.
Kudos0

Re: NORTON TOOLBAR NOT WORKING

Hello konpelto

I'm glad both you got your Norton Toolbars to work again. Since you are the original poster, would it be possible for you to mark the post that you feel solved the problem for you please? Doing so will help users looking for the correct solution. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.9.63 Core Firmware 288 Android App 2.23 Chrome latest version.
Kudos0

Re: NORTON TOOLBAR NOT WORKING

floplot:

Hello konpelto

I'm glad both you got your Norton Toolbars to work again. Since you are the original poster, would it be possible for you to mark the post that you feel solved the problem for you please? Doing so will help users looking for the correct solution. Thanks.

Thank you and thank you again to everyone who helped out. I think others need to see what weeshus also said as it might help others who refer to this thread.

Kudos0

Re: NORTON TOOLBAR NOT WORKING

Konpelto: Hello, everyone, OP here. I had a chat with one of the norton employees here and all i had to do was remove and reinstall my norton product. Hopefully, that will help someone else, too. Thank you everyone for your help and replies.

Hi, just as a matter of interest  did you also update your toolbar with the patch so it would work with Firefox 37.01 or was your problem only that the toolbar did not work or show?

Also can't see a reply to floplot's questions -

Hello konpelto

Welcome to the Norton Community Forum

Can you please tell us the browser where the toolbar is missing from?  What is the version number of your NSwB? Also the version of the browser? What service pack and operating system please? What Norton product did you have before you got NSwB? Was the toolbar working at that time? Do you have a local or on cloud toolbar when it is there?

Have the add-ons for the toolbar been enabled?

It would be good to know - it might help others, also did you have a problem with Firefox and the change from Firefox 36 to Firefox 37

regards

weeshus

Kudos0

Re: NORTON TOOLBAR NOT WORKING

I guess I did contradict myself with the comment that weehus should select the post that solved his situation and then disagreed that he should be able to mark it as solved.  Sorry about that, I was just trying to make the point that we had not heard back from the OP, and  knopelto as the original poster was the one who had the privilege of marking the solution.  When I mentioned that weehus should mark the solution, I had not checked who the OP was.

I am glad knopelto has come back, told us their solution and marked the thread as solved.

I'll go back to my corner now!

This thread is closed from further comment. Please visit the forum to start a new thread.