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Starred by 16 users

Issue metadata

Status: WontFix
Email to this user bounced
Closed: Jan 2014
EstimatedDays: ----
NextAction: ----
OS: Windows
Pri: 2
Type: Bug

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Issue 327110: Aura conflict with Norton software, including Identity Safe Toolbar

Reported by, Dec 9 2013 Project Member

Issue description

Users who have Norton products installed including the Identity Safe Toolbar are reporting that it's not working through Chrome.

Sample report: For the past 3 or 4 days, my Norton Protection is not working on Google.  My button is there but no matter how many times I click on it, I can not open the toolbar for Norton.  I also have Mozilla Firefox as a backup browser and Norton is working just fine there.  I have cleaned all cookies, cache, browsing history, and download history as well as restarted both the browser and my computer after cleaning. 

Seems this may have an external dependency, and Norton may only currently support through Chrome 31.

Please see this thread on Norton's community page:

Comment 1 by, Dec 9 2013

Labels: M-32

Comment 2 by, Dec 9 2013

Labels: -Type-Bug Type-Bug-Regression ReleaseBlock-Stable
Good Build: 31.0.1640.2
Bad Build: 31.0.1650.0

CL is:

As the issue is specific to Aura builds, unable to find narrow bisect :( .

Comment 3 by, Dec 9 2013

Labels: -Restrict-View-EditIssue Hotlist-ConOps

Comment 4 by, Dec 9 2013

Labels: -Type-Bug-Regression Type-Bug
As this bug is Aura specific, it is not a regression.

Comment 5 by, Dec 9 2013

This is broken in M31 Aura too. Tried on 31.0.1626.1.

Comment 6 by, Dec 10 2013

Status: ExternalDependency
melody from what I've been told we're going to need a contact at Norton for this as they will need to resolve it on their side.

Comment 7 by, Dec 10 2013

Hi Karen, I called Norton tech support and they said that they were aware of the issue and that a patch was released recently so that version 32.0.1700.41 is now supported. Users who have the toolbar should make sure to check for the latest updates, but it should be working again - can we verify?

The tech support number to contact is 1-800-745-6061 ext 4 (they said we could share this, this is the preferred contact method). Thanks!

Comment 8 by, Dec 10 2013

melody we're confirming right now.

Comment 9 by, Dec 11 2013

Installed the latest Version of Norton Identity Protection toolbar on 32.0.1700.41 on Windows 7. No luck. Still the tool bar doesn't load and is not working. The latest norton identity protection extension version installed on chrome is 2014.6.2.3.

Comment 10 by, Dec 12 2013

Labels: -ReleaseBlock-Stable

Comment 11 by, Dec 28 2013

Tried Norton again this morning, for about the 6th time since Chrome updated on the 5th. They are now telling me my Chrome (Version 32.0.1700.41 m Aura) is a beta version, and they will not issue a fix to return my tool bar with Identity Safe until it is out of beta. Any idea when that will be?

Comment 12 by Deleted ...@, Jan 10 2014

What's the latest on this?  My Norton Identity Safe toolbar is still not working.

Comment 13 Deleted

Comment 15 by Deleted ...@, Jan 13 2014

Just chatted with Norton.  Still working on the issue.  My own toolbar disappeared this morning, but ID safe is still functioning, even though the toolbar is hidden.  The latest version of Chrome is Version 32.0.1700.72 m.

Comment 16 by, Jan 15 2014

The response I have from Norton is similar to #11 (dawn111).  Norton said when the "full" version is released for Chrome, i.e., when it moves out of beta, Norton will have a fix within 24-48 hrs.  As of today, 1/15, it is the toolbar is not appearing.

Comment 17 by Deleted ...@, Jan 19 2014

Fix this now! This problem has existed for over a year. I will no longer use Google products!

Comment 18 by, Jan 28 2014

Re #17: This bug refers to a change that was pushed in December, do you have a different problem?

Comment 19 by, Jan 28 2014

Labels: -Hotlist-ConOps
Status: WontFix
#17 and everyone else - Norton has released an update (on 1/20/2014), please see this post from Norton for more information.

Please open a new bug if there's separate compatibility issues. Thanks!

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