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Norton affecting Firefox V.37.0.1?

Hi all,

I've seen posts on the FF 37.0.1/Norton Toolbar situation and this may be related.  Since "upgrading" to 37.0.1, my system often crashes on closure.  I've reported this to Mozilla and learned that I'm not the only one to experience this.  Two things prompted this post.  First, people on the Mozilla forum noticed that some of the crash reports involved Norton.  The second point is that I changed a password this morning and couldn't open ID Safe logins list from the toolbar until I shut down/restarted FF.

Ian

回复

好评0

Re: Norton affecting Firefox V.37.0.1?

Hello lancol

Here is the thread about FF 37.0.1 crashing.

https://community.norton.com/en/forums/norton-360-toolbar-crashing-firefox-close

Can you please post there and scroll up to where Mohan asks for some information about your FF.? Your answers will help the Team come up with a solution for this issue. 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.
好评0

Re: Norton affecting Firefox V.37.0.1?

> my system often crashes on closure

I'm having the exact same problem. Win 7, NIS 21.7.0.11

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Re: Norton affecting Firefox V.37.0.1?

Thanks Flopot.  Will do.  The thread I started on the Mozilla forum is here if anybody's interested.  I've tiptoed away quietly, totally confused.

Ian

http://forums.mozillazine.org/viewtopic.php?f=38&t=2927753

好评0

Re: Norton affecting Firefox V.37.0.1?

If anyone else is having the same problem as Ian and you have the Menu Bar at the top, click on File, and then the Exit button to close Firefox.

Windows 10 Home X 64
好评1 Stats

Re: Norton affecting Firefox V.37.0.1?

Firefox 37.0.2 now released.

Windows 10 Home X 64
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Re: Norton affecting Firefox V.37.0.1?

Hello lan

If you are working with a malware removal site, I think you should ask if it's ok to update to FF 37.0.2. From what I have seen in other threads here in the Forum, FF still crashes with the Toolbar enabled.

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.
好评0

Re: Norton affecting Firefox V.37.0.1?

Too late!  I'm still hoping that the issues I started with are all more of the same, due to the ever-developing relationship between FF and Norton and that the on line game that keeps popping up is easy to deal with.  We'll see.  I'll feed back.

Ian

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Re: Norton affecting Firefox V.37.0.1?

Please redirect if this is the wrong thread.  I run the same system (W7, FF, Norton 360 Premier Edition, profile, bookmarks) on laptop and PC.  Both are on FF v.37.0.2.  The PC looks OK, including the Norton toolbar.  On the laptop, however, the Norton Toolbar is greyed out in the Add-ons list - "not compatible with v.3.0.2".  I daren't check what it says on the PC's add-ons list in case it realises Norton Tolbar should be working! and disables it. 

What on earth's going on?

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

Since there's no edit facility (after this length of time anyway), here's a corrected version of the 3rd sentence:

On the laptop, however, the Norton Toolbar is greyed out in the Add-ons list - "not compatible with v.37.0.2".  I daren't check what it says on the PC's add-ons list in case it realises Norton Toolbar shouldn't be working! and disables it. 

It was late!

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi iancol:

Further to your latest post in phat monkey's thread <here> since upgrading to FF38, could you please confirm these are the version numbers for your problematic laptop:

  • 64-bit Windows 7 SP1
  • N360 Premier (Support | About should show v21.7.0.11)
  • Firefox ( Help | About Firefox should show v38.0)
  • Norton Toolbar (Tools | Add-ons | Extensions should show v2014.7.12.14 and that the toolbar is enabled)

If you have run manual LiveUpdates in N360P until no further updates are available, try shutting down your computer and then powering back up to ensure all updates have been applied.
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32-bit Vista Home Premium SP2 * Firefox 37.0.2 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi imacri,

What's showing is:

Windows 7 64 bit SP1; Norton 360 premier Edtion V.21.7.1.11, FF v.38.0, NTB v.2014.7.11.42, "not compatible".

It thus looks as if it's an out of date copy of NTB (which is up to date on the PC), so how do I get that corrected, please?

Ian

 

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Re: Norton affecting Firefox V.37.0.1?

Hi iancol:

According to my notes NTB v.2014.7.11.42 was compatible with FF36, so you also missed the NTB v.2014.7.12.7 update for FF37 released 31-Mar-2015.

First, ensure that your N360 Premier is fully patched.  Run manual LiveUpdates until no further updates are available (or LiveUpdate prompts you to re-boot) and then re-boot your computer.  It might take several cycles of consecutive LiveUpdates and re-boots until your Firefox Add-on manager (Tools | Add-ons | Extensions) shows that you have the latest Norton Toolbar v2014.7.12.14.

If you find that multiple LiveUpdates and re-boots don't solve the problem and you're stuck on NTB v.2014.7.11.42, try running the Norton Remove and Reinstall (NRnR) tool from www.norton.com/nrnr to refresh your N360 Premier installation.  Once the reinstall is finished be sure to run cycles of consecutive LiveUpdates and re-boots until you're fully patched again.  Also note the Before You Begin section of the NRnR instructions warns that this NRnR tool will uninstall all Norton products from your system, so if you have other Norton products like Norton Utilities, Norton Ghost, etc. on your computer post back before running this tool if this is a concern for you.
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32-bit Vista Home Premium SP2 * Firefox 37.0.2 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks imacri,

I've kept running Live Update, repeating it even when it says I'm up to date.  I have a bit of time spare this evening, so am going to do a new install of FF on the laptop, avoiding existing profiles/bookmarks, and see what happens.  I'll report back in due course.

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi iancol:

If you want to try a reinstall of FF make sure you perform a clean reinstall with the latest FF v38.0 installer as instructed in the Mozilla support article Firefox Keeps Crashing at Startup.  This will ensure that any orphaned files in your Win 7 folder at C:\Program Files (x86)\Mozilla Firefox from older versions of FF are deleted before you reinstall.  As noted in that article, "A clean install will not delete your bookmarks, saved passwords, add-ons or other personal information" but I'd still suggest backing up your bookmarks (Bookmarks | Show All Bookmarks | Import and Backup | Backup) before the reinstall just to be safe.
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32-bit Vista Home Premium SP2 * Firefox 37.0.2 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks imacri,

My bookmarks are backed up on my PC, so no problem there; I'll just import them, once I know I have the Norton Toolbar back.  I have a screen cap of my add-ons, so can recreate them, once I've got my clean copy going.  I'll report back when done.

Ian

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Re: Norton affecting Firefox V.37.0.1?

Well, that went well!  I uninstalled FF, deleted the FF directories as advised, did a disk clean up, ran NU 1-click optimisation, then reinstalled FF.  I deleted profiles using firefox.exe /p.  I checked addons and the only one there was "NTB v.2014.7.11.42, not compatible with FF v.38".

I'm fed up of running Live Update.  I've checked that I'm using the latest version of N360 and am told it's up to date.

Any ideas, please?

Ian

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Re: Norton affecting Firefox V.37.0.1?

iancol:

I deleted profiles using firefox.exe /p.

Hi iancol:

Did you reinstall N360 Premier using the NRnR tool as suggested <here>?

Also, did you create a new Firefox user profile or just delete older profiles?  If you suspected your Firefox user profile was corrupted, I would normally recommend that users try a Firefox refresh as instructed in the support article Refresh Firefox - Reset Add-ons and Settings (which automatically retains bookmarks and user passwords) before they resort to manually deleting user profiles with the Firefox Profile Manager (firefox.exe -p).
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32-bit Vista Home Premium SP2 * Firefox 38.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks Imacri,

Yes, I bit the bullet and reinstalled N360.  I've imported the bookmarks from my PC and everything seems OK; just add-ons to re-install.  I think we can call this solved. 

However, it would be nice to know why Norton didn't update properly in the first place!   This seems to be the source of the problem.

Thanks again,

Ian

好评1 Stats

Re: Norton affecting Firefox V.37.0.1?

iancol:

However, it would be nice to know why Norton didn't update properly in the first place!

Hi iancol:

Versions of Firefox and the Norton Toolbar (NTB) sometimes get out-of-synch, especially if you update Firefox before Norton's Automatic LiveUpdate (ALU) delivers the compatible toolbar.  A reinstall of your Norton product using the Norton Remove and Reinstall (NRnR) tool will often solve the problem. In future, to ensure the new NTB is installed before Firefox is updated:

  1. Disable automatic updates in Firefox.  Go to Tools | Options | Advanced | Update | Firefox Updates and choose Check for updates, but let me choose whether to update them.
  2. Whenever Firefox informs you that an update is available, cancel the update (see the exception below) and check your Firefox add-ons to see if ALU has delivered the updated NTB at Tools | Add-ons | Extensions.  The version number of the updated NTB can be found in the NTB announcement in the Product Update Announcements blog (see image below for an excerpt from the current Firefox 38 Support for Norton Toolbar announcement).
  3. If ALU has not delivered the new NTB, run manual LiveUpdates intermittently (e.g., every 4-6 hours) until Firefox shows the updated NTB has been installed in your browser - or simply wait for ALU to deliver the updated NTB in your region.
  4. Update Firefox (Help | About Firefox).

Updated NTBs are normally delivered a day or so before the scheduled release of major Firefox upgrades (e.g., v38.0.x to v39.0 - see the official release calendar <here>).  If your Firefox updater notifies you about an unscheduled patch (e.g., v38.0 to v38.0.1) it is unlikely that Norton will need to release a new NTB and it should be safe to proceed with the Firefox patch.
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32-bit Vista Home Premium SP2 * Firefox 38.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks Imacri,

I'm up to speed now on my laptop and I've unchecked auto-install FF updates.  The PC I'm using at the moment was already set up that way, so that may account for the different experience.

That said, when I came back to this machine, there on the desktop was a FF crash report window!  I hope I don't have to reinstall N360 here.  I'll let it run unless or until I hit a problem. Talking of which, before the FF v.37 debacle, I had certain extensions that I found very useful but they're no longer there and I can't find them by searching in the add ons window.  One was CoolPreviews (cooliris.com), another was Print/Print Preview 0.9 and finally Screenshot Pimp.

CoolPreviews has a website which announced it 's now part of Yahoo, so why can't I find it?  https://www.cooliris.com/

EDIT: By clicking on the "see all ..." links I managed to find P/PP 0.9 and Screenshot Pimp, so 2 out of 3 isn't a bad result.

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi iancol:

Sorry, I'm not familiar with any of those extensions.  As you can see from my list <here>, I try to customize my FF browser with as few extensions as possible to avoid overlaps in functionality and reduce possible conflicts with other add-ons that could lead to a browser crash.  If you can't find an FF extension when you search at https://addons.mozilla.org/en-US/firefox/ then it likely isn't supported anymore.
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32-bit Vista Home Premium SP2 * Firefox 38.0 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks, Imacri.  That's what I thought, looking at the last-updated date on them, which is a pity.  I found Cool Preview very useful - much quicker than opening a new tab or changing/reversing a page.

Ian

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Re: Norton affecting Firefox V.37.0.1?

Hi all,

After creating new installs of FF and Norton 360 on my laptop, everything seems OK.  Not so good on my PC, where I did the same thing but am still getting crash-on-exit reports.  It may be a coincidence, but I also continue to have issues with saving bookmarks, again unique to the PC.

It may be a FF issue, but just in case others on here have come across it, it's an issue with the pop up screen when I go to save a bookmark.  It hangs when I've made the selection and I have to click elsewhere on the page behind it to get it to disappear.  Also it only works when I select Bookmarks Toolbar.  If I select a folder containing other bookmarks, it doesn't appear there and I have to fetch it from "Recently added".

Going back to the new install issue, I followed the links in a post above this one, about using the Norton removal/reinstall tool.  The  process stopped at removing Norton and I had to reinstall it manually.

文件附件: 
好评0

Re: Norton affecting Firefox V.37.0.1?

Hello lancol

You have to use an Admin account when you run the Remove and Reinstall Tool. It should work ok then..

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.
好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks, flopot.  Noted, but it's something that's not happened before.  On the bookmarks issue, still looking at this via the FF forum.  No luck so far.

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi all,

Further to post Posted: 26-May-2015 | 1:39PM I've been in the FF forum site and tried a lot of suggestions for how to deal with the bookmarks issue, all to no avail.  It looks as if the only way to do this is to uninstall FF and N360 and reinstall N360 before reinstalling FF.  What a chore.  I'll report back, eventually.

Ian

EDIT:  I just loaded a new FF profile and tested the bookmarking process without the Toolbar enabled, then with the Toolbar enabled, and both worked as expected.  I  saved the bookmarks, exited and restarted the normal version of FF, imported the bookmarks from the test version of FF and the problem was still there.

好评0

Re: Norton affecting Firefox V.37.0.1?

Well, that was a wasted morning.  I completely removed all traces of FF.  I then used the Norton removal/reinstall to try to refresh N360 but had to use on line support to get even that to work (yes, I was logged on as an administrator).  It looked as if it was going to work but threw up this message (see attached), which at least was different to last time.  On line support helped.  I had to delete the licence for the PC before I could download it again, plus all the updates and patches.

I reinstalled FF and checked the bookmark saving function.  The problem seemed to have gone away till I restored my existing bookmarks.  This time, if I go to save a bookmark and click on a folder it looks as if it's worked, the pop up window closing when I click OK.  However, the bookmark isn't in the selected directory!  I can still save to the bookmarks bar, though, fortunately.

The final insult was a FF crash report when I closed it!  I'll report all this back on the FF forum, but am getting to the point where I'll just have to live with it, or revert to Internet Explorer.

文件附件: 
好评0

Re: Norton affecting Firefox V.37.0.1?

iancol:

Going back to the new install issue, I followed the links in a post above this one, about using the Norton removal/reinstall tool.  The  process stopped at removing Norton and I had to reinstall it manually.

Hi iancol:

When the Remove and Reinstall (NRnR) tool fails I normally suggest that users try a clean reinstall using the Norton Removal Tool (NRT).  Instructions for N360 Premier are posted in stsmetal's thread Error "8504,104" HELP!.  For the best removal of your old installation follow all steps in the instructions, including selecting the option to select "Please remove all user data" when uninstalling Norton from the Control Panel.

If you use Norton Identity Safe to manage your passwords please note the suggestion to backup your Identity Safe vault in both .csv and .dat format as instructed in the support article I Want to Back Up or Export My Identity Safe Vault Data before performing one of these clean reinstalls.  This is only a precaution since a clean reinstall should not delete your online vault.

Regardless, a clean re-install of N360 is unlikely to solve your problem with your FF bookmarks.  A clean reinstall is also unlikely to solve the crashing of FF on exit when your Norton Toolbar extension is enabled, which is a known issue with recent versions of FF and is being discussed in phat monkey's thread Norton 360 Toolbar is Crashing Firefox on Close.

iancol:
It may be a FF issue, but just in case others on here have come across it, it's an issue with the pop up screen when I go to save a bookmark.  It hangs when I've made the selection and I have to click elsewhere on the page behind it to get it to disappear...
 

I just loaded a new FF profile and tested the bookmarking process without the Toolbar enabled, then with the Toolbar enabled, and both worked as expected.  I  saved the bookmarks, exited and restarted the normal version of FF, imported the bookmarks from the test version of FF and the problem was still there.

This would suggest that the places.sqlite file that stores your bookmarks in your "normal" Firefox profile might be corrupted - see the Mozilla support article Can't Add, Change or Save Bookmarks - How to Fix for a possible solution.  If you cannot save new bookmarks the support article Changes to Toolbars and Window Sizes are Not Saved also notes that a FF browser refresh (which clears your preferences and browser extensions without affecting your bookmarks) might also solve this problem.  As mentioned <here>, a browser refresh would be much simpler, and safer, than creating a new Firefox profile with the Firefox Profile Manager and transferring bookmarks between computers as you described <here>.
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32-bit Vista Home Premium SP2 * Firefox 38.0.1 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks Imacri.  You won't believe this, but the bookmarks saving process is now working.  I don't know if the crash-on-closure issue will return, but I don't care, as it's just a minor niggle now.  A far as I'm concerned, this thread can be closed.

Thanks for all the input.

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

iancol:
A far as I'm concerned, this thread can be closed

Hi iancol:

Thanks for letting us know your FF bookmarks appear to be working again.  As the original poster (OP) who started this thread, you should be able to see a link that says Mark As Solution at the bottom of each reply.  Go to the post that provides the best answer to your original question (or add a new post detailing your own solution) and click this link to mark that post as your solution.  This will not lock the thread for the next month or so and the text of that link will change to Clear Solution so that you can "unmark" the thread as solved if your problem returns.

Just an aside, but the Norton Remove and Reinstall (NRnR) tool has an auto-detect feature that detects your current Norton installation so that it knows what Norton product (i.e., N360, NIS, or NAV) it must reinstall.  If you uninstalled N360 Premier from the Control Panel before running the NRnR tool (or use a customized product provided by your ISP like Comcast's Norton Security Suite) you would see the "Failed to detect any supported Norton product" error message you posted <here> when you launched the NRnR tool.
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32-bit Vista Home Premium SP2 * Firefox 38.0.1 * NIS 2014 v. 21.7.0.11 * MBAM Premium 2.1.6
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

Accepted Solution
好评0

Re: Norton affecting Firefox V.37.0.1?

Thanks Imacri,

The bookmarks saving process is still working, so I'll call this sorted.  My method was, actually, to follow advice on here, which was to remove FF and all traces thereof, having first saved my bookmarks, remove N360 using the NRnR process (but see below), reinstalled N360, updated till no more updates were available (n the process implementing two patches), installed a fresh copy of FF, re-established my add-ons (not many fortunately), restored my bookmarks.  Al this was whilst logged in as administrator.

After the initial, weird, apparent failure of the bookmark saving process, it's now working OK and FF's only crashed once (I'm trying to remember to close using the file\exit method).

As for your comment on the operation of NRnR, I took the trouble to do a prior uninstall of NU v.16, then downloaded the tool.  This time it did look as if it would work, till I got the error message.  This left me with the stupid situation of no N360 programme but unable to download a copy because I already had three licences in use.  It took the online helper to direct me to remove the PC (this m/c) licence and it then allowed a download.

好评0

Re: Norton affecting Firefox V.37.0.1?

Nothing's ever as simple as it sounds.  Here's what I can see (attached) - no option to mark as a solution, or will it have to wait till the edit hour's gone?

Ian

文件附件: 
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Re: Norton affecting Firefox V.37.0.1?

Hello lancol

Do you see that option on any of the other posts to mark one of them as solved? The process should work as I saw someone else mark his last post as the one that solved it. If you still don't see the mark as solution there, I can request the Mod to mark the one that you want. Please let me know. 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.
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Re: Norton affecting Firefox V.37.0.1?

hi flopot,

You learn something new every day.  It must be the 1 hour edit quarantine that suppresses the option.  All done now.  However, such is my lack of confidence after all the hassle that I had to do a sample save just to prove it's still working.

Thanks again,

Ian

好评0

Re: Norton affecting Firefox V.37.0.1?

Hi all,

Now up to FF v.38.0.5.  Still getting the crash-on-closure warnings, at least 50% of the time.  Also noted that there's hesitation, illustrated by watching a piece of video.  The same video watched in IE works fine.

Ian

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