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Firefox 16.0.1 marks Norton Toolbar 2013.1.0.32 as incompatible, while Symantec insists it is compatible.

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I have worked with Symantec floor manager and he insisted that Norton Toolbar 20131.0.32 is compatible with Firefox 16.0.1. Moreover, he had sent me screenshots to prove it. Yet, on my computer, Firefox 16.0.1 marks Norton Toolbar 20131.0.32 as incompatible. Even if I enable Norton Toolbar using checkCompatibility 1.3 extension, it still does not show. I tried uninstalling and re-installing both Firefox and Norton, but to no avail. It seems to me as Firefox issue. Any suggestions?

I have worked with Symantec floor manager and he insisted that Norton Toolbar 20131.0.32 is compatible with Firefox 16.0.1. Moreover, he had sent me screenshots to prove it. Yet, on my computer, Firefox 16.0.1 marks Norton Toolbar 20131.0.32 as incompatible. Even if I enable Norton Toolbar using checkCompatibility 1.3 extension, it still does not show. I tried uninstalling and re-installing both Firefox and Norton, but to no avail. It seems to me as Firefox issue. Any suggestions?

Additional System Details

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.4 (KHTML, like Gecko) Chrome/22.0.1229.94 Safari/537.4

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philipp
  • Top 10 Contributor
  • Moderator
3083 solutions 14326 answers
hello, please try updating your norton product as described here by symantec: https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?ct=us&docid=kb20100720113635EN_EndUserProfile_en_us

Question owner

As I have stated in the description of the problem, I have spent a couple of hours with Norton support people of different levels. I did everything they could think about, including these obvious steps. They did not solve the problem. It looks like the issue with Firefox as the version of Norton Toolbar listed in the Extensions list matches the latest version of Norton and according to Symantec compatible with Firefox 16.0.1.

As I have stated in the description of the problem, I have spent a couple of hours with Norton support people of different levels. I did everything they could think about, including these obvious steps. They did not solve the problem. It looks like the issue with Firefox as the version of Norton Toolbar listed in the Extensions list matches the latest version of Norton and according to Symantec compatible with Firefox 16.0.1.
philipp
  • Top 10 Contributor
  • Moderator
3083 solutions 14326 answers

does it work when you reset firefox (this will keep your bookmarks & passwords)?

Refresh Firefox - reset add-ons and settings

does it work when you reset firefox (this will keep your bookmarks & passwords)? [[Reset Firefox – easily fix most problems]]
Inky1231 0 solutions 2 answers

I am having this same problem Norton Toolbar was there until 2 days ago. I updated norton fully even upgraded the version and it still says the toolbar is incompatible.

I am having this same problem Norton Toolbar was there until 2 days ago. I updated norton fully even upgraded the version and it still says the toolbar is incompatible.

Question owner

As I stated in my initial message: "I tried uninstalling and re-installing both Firefox and Norton, but to no avail." So, yes, I did and it did not help.

As I stated in my initial message: "I tried uninstalling and re-installing both Firefox and Norton, but to no avail." So, yes, I did and it did not help.
Inky1231 0 solutions 2 answers

Ramzay, I did the reset described above and it worked for me. try the reset, the only problem is with reset you have to re-download any other toolbars you have installed.

Ramzay, I did the reset described above and it worked for me. try the reset, the only problem is with reset you have to re-download any other toolbars you have installed.

Question owner

Unfortunatelly, it did not work for me (please see the attached image). Reset removed almost all extensions, and those which remained are disabled. Nevertheless, as you may see, Norton Toolbar is marked as incompatible.

Unfortunatelly, it did not work for me (please see the attached image). Reset removed almost all extensions, and those which remained are disabled. Nevertheless, as you may see, Norton Toolbar is marked as incompatible.
TheOldFox 86 solutions 620 answers

Look carefully at the following page - http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-16-Support-for-Norton-Toolbar/m-p/821572#M4245

It shows a current (new) version of

  • Norton Toolbar 2013.1.3.1 -- your image shows that you have version 2013.1.0.3 (not the latest version)
  • That page states, in part -
    • If you are not seeing the Norton Toolbar in Firefox 16, check and make sure you're running NIS or N360 20.1.1.2. Please visit our Norton Update Center to receive the latest update.
    • ''You may need to run LiveUpdate and reboot a few times before your product is completely updated to the latest version. It will appear in the LiveUpdate history as Norton Toolbar Add-on for Firefox.
    • The page also states that you may need to click the "Enable" button in Firefox Add-ons. This will not work on your outdated version of Norton Toolbar.
  • Additionally, try running the LiveUpdate with Firefox closed.

If the Norton Live Updater is not working properly to install the correct Add-ons, then Norton will need to fix whatever is causing that problem.

Look carefully at the following page - http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-16-Support-for-Norton-Toolbar/m-p/821572#M4245 It shows a current (new) version of *Norton Toolbar 2013.1.3.1 -- your image shows that you have version '''''2013.1.0.3''''' (not the latest version) *That page states, in part - **''If you are not seeing the Norton Toolbar in Firefox 16, check and make sure you're running NIS or N360 20.1.1.2. Please visit our Norton Update Center to receive the latest update.'' **'''''''<u>You may need to run LiveUpdate and reboot a few times before your product is completely updated to the latest version.</u>''''' It will appear in the LiveUpdate history as Norton Toolbar Add-on for Firefox.'' **The page also states that you may need to click the "Enable" button in Firefox Add-ons. <u>This will not work on your outdated version of Norton Toolbar</u>. *Additionally, try running the LiveUpdate with Firefox closed. If the Norton Live Updater is not working properly to install the correct Add-ons, then Norton will need to fix whatever is causing that problem.

Modified by TheOldFox

Question owner

As you may see, this is a bit outdated page (from 10/0/2012). I have Comacast Security Suite v. 20.1.0.24, which is the latest version and it comes with Norton Toolbar 2013.1.0.3. As you can see on the Norton page the tool bar version 2013.1.3.1 comes with Norton Internet Security & Norton 360 20.1.1.2. BTW, when I worked with Norton support floor manager, he had sent me the screenshot of his Firefox setting (image attached). He has Norton Identity Safe Toolbar 2012.6.5.2 compatible with Firefox 16.0.1. I would like to understand better from technical point of view what causes Firefox to view toolbar as incompatible.

As you may see, this is a bit outdated page (from 10/0/2012). I have Comacast Security Suite v. 20.1.0.24, which is the latest version and it comes with Norton Toolbar 2013.1.0.3. As you can see on the Norton page the tool bar version 2013.1.3.1 comes with Norton Internet Security & Norton 360 20.1.1.2. BTW, when I worked with Norton support floor manager, he had sent me the screenshot of his Firefox setting (image attached). He has Norton Identity Safe Toolbar 2012.6.5.2 compatible with Firefox 16.0.1. I would like to understand better from technical point of view what causes Firefox to view toolbar as incompatible.
TheOldFox 86 solutions 620 answers

Ramzay said: ...when I worked with Norton support floor manager, he had sent me the screenshot of his Firefox setting (image attached). He has Norton Identity Safe Toolbar 2012.6.5.2 compatible with Firefox 16.0.1.

That version, beginning with "2012" is for Norton 2012 and you appear to have Norton 2013. At last check, Norton is still supporting their 2012 version in addition to their 2013 (new, recently released) version.

Ramzay said: I have Comacast Security Suite v. 20.1.0.24...

This is not a Firefox issue. Instead it is a Norton/Comcast issue, read all below.

According to the Comcast forum posting below, as of earlier today, the new version has not released; the new version (20.2) of the product which is compatible with Firefox 16.0.1.

'''''Ramzay said:''''' ...when I worked with Norton support floor manager, he had sent me the screenshot of his Firefox setting (image attached). He has Norton Identity Safe Toolbar 2012.6.5.2 compatible with Firefox 16.0.1. That version, beginning with "2012" is for Norton 2012 and you appear to have Norton 2013. At last check, Norton is still supporting their 2012 version in addition to their 2013 (new, recently released) version. '''''Ramzay said:''''' I have Comacast Security Suite v. 20.1.0.24... <u>This is not a Firefox issue. Instead it is a Norton/Comcast issue, read all below.</u> According to the Comcast forum posting below, as of earlier today, the new version has not released; the new version (20.2) of the product which is compatible with Firefox 16.0.1. *http://forums.comcast.com/t5/Security-and-Anti-Virus/Firefo-16-0-1-says-Norton-s-toolbar-not-supported/m-p/1455051/highlight/true#M89511 *Also a posting on the Norton forum yesterday (10-24-2012) about that same issue - https://community.norton.com/t5/Norton-360/when-do-i-get-Norton-20-2-019/td-p/831916

Modified by TheOldFox

TheOldFox 86 solutions 620 answers

Ramzay:

More information for you.

Norton Security Suite (also referred to as "Constant Guard" by Comcast) is a Comcast product (based on Norton 360 apparently) and is not the same as any of the products offered on the Norton site.

See (scroll down to "Spare Head 3" answer highlighted in yellow on the following page) - http://www.tomshardware.com/forum/239367-49-norton-internet-security-comcast-norton-security-suite

Comcast page - http://customer.comcast.com/help-and-support/internet/upgrade-norton-security-suite

Ramzay: More information for you. Norton Security Suite (also referred to as "Constant Guard" by Comcast) is a Comcast product (based on Norton 360 apparently) and is not the same as any of the products offered on the Norton site. See (scroll down to "Spare Head 3" answer highlighted in yellow on the following page) - http://www.tomshardware.com/forum/239367-49-norton-internet-security-comcast-norton-security-suite Comcast page - http://customer.comcast.com/help-and-support/internet/upgrade-norton-security-suite

Modified by TheOldFox

Question owner

TheOldFox,

Thank you very much. It appears that is exactly the case. Unfortunately, those live support folks at Norton apparently have no clue. I waited almost a week for some advance technician to call me. I got a call from support floor manager. One would think he knows. Apparently not. Before talking to him I had Norton Toolbar v. 2012.5.6.10, which was not compatible with Firefox 16.0.1. The Norton forum listed Norton Toolbar v. 2012.5.7.2 as compatible one, but running Norton LiveUpdates I could not get that version of ToolBar. So, he suggested that I install NSS 20.1. One would expect that he knows that that version of toolbar jumped over compatible version back to incompatible. What a bunch of hacks! So, I will wait for the 20.2 release and will post if it has fixed my problem.

TheOldFox, Thank you very much. It appears that is exactly the case. Unfortunately, those live support folks at Norton apparently have no clue. I waited almost a week for some advance technician to call me. I got a call from support floor manager. One would think he knows. Apparently not. Before talking to him I had Norton Toolbar v. 2012.5.6.10, which was not compatible with Firefox 16.0.1. The Norton forum listed Norton Toolbar v. 2012.5.7.2 as compatible one, but running Norton LiveUpdates I could not get that version of ToolBar. So, he suggested that I install NSS 20.1. One would expect that he knows that that version of toolbar jumped over compatible version back to incompatible. What a bunch of hacks! So, I will wait for the 20.2 release and will post if it has fixed my problem.
TheOldFox 86 solutions 620 answers

Happy I was able to find some information for you.

As long as your are using NSS, your best point of contact for questions and problems with that product, including toolbar compatibility issues, will be Comcast. You can always search or post on question on their Security and Anti-virus forum for the latest information - http://forums.comcast.com/t5/Security-and-Anti-Virus/bd-p/13

Happy I was able to find some information for you. As long as your are using NSS, your best point of contact for questions and problems with that product, including toolbar compatibility issues, will be Comcast. You can always search or post on question on their Security and Anti-virus forum for the latest information - http://forums.comcast.com/t5/Security-and-Anti-Virus/bd-p/13