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Kudos1 Stats

Smart firewall keeps becoming unavailable

I ordered Norton Security Deluxe last October and have had the firewall turn itself off repeatedly.  When it does, I try to reset it but the settings box is grayed out and the detailed settings for the firewall are also unavailable.  The only way I can get it to come back is to uninstall and reinstall the whole product.  I also have no notification that the firewall is not working unless I go in and check the settings.  Since this is impractical at best and dangerous at worst, I'd really like a solution before I give up on Norton for good.  I'm running on Win 8.1 Pro and up to date on all Norton updates.

Replies

Kudos0

Re: Smart firewall keeps becoming unavailable

Hello Rosie. If you haven't already done so, disable "fast startup" on your system and reboot. Follow this guide for assistance if needed. Let us know if this solved your issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Smart firewall keeps becoming unavailable

I disabled fast startup, restarted, and checked Norton and I still didn't have the option available to check.  I then went into my account and installed without uninstalling Security and it's come back with the firewall active.  Since reinstalling fixed my problem in the past, I'm not positive that the fast startup was the problem but I'll keep an eye open and see if it stays on.  Thanks for the help.

Kudos0

Re: Smart firewall keeps becoming unavailable

I started my system this morning and it came up with a message that the firewall was turned off.  I went back into the settings and the firewall is grayed out again so I can't select it.  Checked the fast startup and that is off, so this fix didn't work.  What good is this product if I don't have a firewall, the most important part of it?

Kudos0

Re: Smart firewall keeps becoming unavailable

Have you reported issue with Support > Chat with Official Norton Support.

Please advise progress with Norton Support. 

Kudos1 Stats

Re: Smart firewall keeps becoming unavailable

When you installed Norton in October, did you fully remove whatever other security software that was on your system using the removal tool for that software? If not, there could be some remnants from that software that can interfere with Norton. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Smart firewall keeps becoming unavailable

Rosie, when you originally said "The only way I can get it to come back is to uninstall and reinstall the whole product". I assumed you were not just uninstalling from your control panel but had indeed used the NR&R tool from Norton to do the full removal. IF you have not used the removal tool please do so. Ensure that you perform a REMOVAL ONLY and reboot your machine. Since you have fast startup disabled this should total clear the system of the Norton software and registry entries associated with it.

When done, simply log into your Norton account, reinstall your product from there, make sure you manually run live updates to get the latest updates. Do so until no more updates are offered, reboot a second time. When done manually run live updates again until no updates are offered. Recheck the firewall status and let us know if things changed for you.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Smart firewall keeps becoming unavailable

I followed your instructions exactly, checked that the firewall was up, and then shut down my system and powered it back up a couple of hours later.  It's back to my original issue, no firewall available.  It's only taking the changes for the duration of my run time then dies again every time I power down.  My fast startup is still set to off, but I've left on the associated sleep power setting.  Should I try killing that as well?

Kudos0

Re: Smart firewall keeps becoming unavailable

Thanks for the feedback Rosie. Confusing at the very least indeed. Are you logging into the computer under an account with admin privileges? Is there an install of Security Essentials / Windows Defender on the system? Norton SHOULD be disabling it when it installs. However. Follow this guide to ensure Norton has disabled it when it installs. Do you allow the computer to hibernate / sleep? If so disable that setting as well and reboot. Also what is the current version of your Norton product? Open the Norton UI, go to the top right, click HELP, then click ABOUT. Your current installation version will be shown.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Smart firewall keeps becoming unavailable

Rosie

What about previous security software before you installed Norton? Did you fully remove it as I asked above? If not, it could be causing your problems with Norton.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Smart firewall keeps becoming unavailable

Security Essentials was never installed.  Windows Defender is turned off.  McAfee was pre-installed on the system when I got it.  I did a Windows uninstall of it when I loaded Norton but found there were still files on the system so deleted them.  I went through the whole NR&R procedure again and after restart went immediately into Norton to check my settings.  This time I had an unchecked available option to turn on Smart Firewall so checked that and went into the detailed settings.  Had to set it to on but as I was saving the settings they all grayed out and the main firewall setting button was again cleared and grayed out.  So Norton is starting up OK but something activating after it is causing the problem.  I've just found an uninstaller for McAfee to use if the Windows uninstall didn't work.  I will try that and check on this again tomorrow.

ETA: Ran the McAfee uninstaller and still ended up with the same issue.  Checked the event viewer but there were no messages other than Norton starting and stopping normally.  One additional thing I noticed this time is after the last restart I got a message "Norton Firewall is turned off".  When I clicked on the Fix button, it said the problem was fixed, but when I went into the settings the firewall was still unavailable.

Kudos0

Re: Smart firewall keeps becoming unavailable

Are you using a Windows Admin account when trying to fix the firewall issue? That could also be the cause of your not seeing detailed firewall settings as you note in your first post. 

When it does, I try to reset it but the settings box is grayed out and the detailed settings for the firewall are also unavailable. 

Maybe time to let Norton Support have a look at your system. They can find registry entries etc that we know nothing about.   www.norton.com/contactcs

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Smart firewall keeps becoming unavailable

Yes, I'm admin, this is my personal computer and primary user on it.  You both have had such good ideas that I assumed I was talking to Norton Support!  Will go down that road now.  Thanks for all the help.

Kudos0

Re: Smart firewall keeps becoming unavailable

“You both have had such good ideas that I assumed I was talking to Norton Support!” Thanks for the kind words. We are just users like you that volunteer our time to help others from our experience with the Norton products. Please let us know what Support finds.
Things happen. Export/Backup your Norton Password Manager data.

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