Norton Internet Security Problem Solving:

Issue:

• A growing number of computers have Norton Anti-virus and Norton Internet Security (firewall) software installed on them.

• Norton Anti-virus seems to work fine with Infinata's products.

• Norton Internet Security can cause many problems, including:

– Inability to log-in to the database. Basically the user types in their username and password but nothing happens (i.e. they stay on the log-in screen);
– You can log-in, but when they click on the Search or Run Report buttons, nothing happens (screen changes, but no data shows up);

Solving Norton Internet Security Problem:

Turn off the Ad Blocking and Pop-Up Blocking.

– If the you have Norton Internet Security installed on you computer, you will have a small blue/green globe icon in the bottom right corner of their computer in the icon tray next to the time stamp. Double click on that globe icon (note that on some computers, this icon may be hidden and the user will need to click on the arrows to the left of their icon tray to expand and view hidden icons.):

 

– After you double click, you will see the following screen. Click on the Ad Blocking section, and then click on Configure: (note, a common mistake is for the user to pull up Norton Anti-Virus, NOT Norton Internet Security, and these are two totally different software packages from Norton. See last page for screen shot of Norton Anti-Virus.)

 

 

– Then uncheck the Turn On Ad Blocking and uncheck the Turn On Popup Window Blocking, and then click on OK.

 

 

– After you click O.K., return the main Norton Internet Security Screen, and now the Ad Blocking section should be Off.

 

 

– You can now close this pop-up, and go back to our product and log-in. Our databases should work fine now.

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Norton Anti-Virus screen shot

• Norton Anti-Virus seems to work fine with our online databases.

• A common mistake when trying to solve the Norton Internet Security issue is for the user to pull up Norton Anti-Virus instead (and therefore they will not be able to turn off the Ad-Blocking and Pop-Up Blocking in Norton Internet Security as they are in the wrong program.

• Norton Anti-Virus looks like this:

 

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Symptom:

User enters username and password and clicks Login and nothing happens
- screen does not change
- no errors pop-up

There are two potential solutions (A & B below):

Resolution A: Fix it through Internet Explorer - Privacy Tab

Resolution involves 2 steps:

Step 1:

Go to internet explorer

Select tools-->internet options-->Privacy Tab

At the bottom there is a section for Pop-up Blocking - either
1) Disable this service
2) add Infinata2.com

Step 2:

Resolution B: Fix it through Internet Explorer - Security Tab

In Internet Explorer

Select tools-->internet options-->Security Tab

Click on the button that says Trusted Sites, and add www.infinata5.com, and uncheck the require HTTPS check box.
 

If you are still having problems, please contact us at support@infinata.com