894397 - Norton toolbar is not displayed in the Add-ons Manager

Status: RESOLVED INVALID

(Firefox :: Extension Compatibility, defect)

Description

[Simona Badau, Desktop QA]

Mozilla/5.0 (Macintosh; Intel Mac OS X 10.8; rv:23.0) Gecko/20100101 Firefox/23.0
Build ID: 20130715155216

I don't know how much this is a Firefox issue or a Norton one. I just installed Norton Internet Security 5 for Mac from http://us.norton.com/downloads/. The Norton Identity Toolbar for Firefox 2.5.2f4 is not even displayed on Firefox 23 beta after previously enabling it on Firefox 22 on the same profile.

Steps to reproduce:
1. Install Norton Internet Security 5 for Mac from:
http://us.norton.com/downloads/
2. Restart your machine when requested.
3. Launch Firefox 22 RC and enable the Norton toolbar when a new tab is automatically opened and asks for permission to install it (about:newaddon?id={29dd9c80-9ea1-4aaf-9305-a0314aba24e3})
4. Close Firefox 22 RC
5. Launch Firefox 23 beta 6 on the same profile that Firefox 22 was opened in step 3.
6. Check the Add-ons Manager under the extensions list.

Expected results:
The Norton Identity Toolbar for Firefox 2.5.2f4 is listed in the Add-ons Manager as an incompatible add-on.

Actual results:
The Norton Identity Toolbar is not listed in the Add-ons Manager.

Notes:
The Norton Toolbar is not installed on the latest Aurora 24.0a2 and latest Nightly either.
Other add-ons that are incompatible with Firefox are listed in the Add-ons Manager as incompatible (tried also with the AVG LinkScanner 12.0.1815 toolbar).

Comment 1

[u279076]

Lukas, do we have any contacts at Norton who can look into this?

Comment 2

[u279076]

In the meantime, Simona can you please look into what other platforms are affected? Was this add-on simply flagged as incompatible when you switched Firefox versions with the same profile? Does this same behaviour happen when you do a software update between Betas? Does the toolbar display if you start Firefox 23 with a new profile?

Thanks

Comment 3

[Alex Keybl [:akeybl]]

CC'ing Dave so that he can watch and let us know if anything triggers his spidey sense.

Comment 4

[Dave Townsend [:mossop]]

Does switching back to Firefox 22 show the add-on again?

Can you attach copies of extensions.sqlite from the profile immediately after running 22 where the add-on was visible and 23 where it had vanished?

After running Firefox 22 delete any extensions.log file from the profile and then run 23. If extensions.log re-appears please attach it here.

Comment 5

[Simona Badau, Desktop QA]

Attachment: extensions.sqlite after running Firefox 22

Comment 6

[Simona Badau, Desktop QA]

Attachment: extensions.sqlite after running Firefox 23

Comment 7

[Simona Badau, Desktop QA]

(In reply to Dave Townsend (:Mossop) from comment #4)
> Does switching back to Firefox 22 show the add-on again?

Yes, the add-on is shown again after switching to Firefox 22 following the steps. 

1. Run Firefox 22
-- the Norton Toolbar is listed in the extensions list and is disabled as default.
2. Close Firefox 22
3. Run Firefox 23 on the same profile that was used in step 1
-- the Norton Toolbar is not listed at all in the extensions list.
4. Close Firefox 23
5. Run Firefox 22 on the same profile that was used in step 1
-- the Norton Toolbar is listed in the extensions list and is disabled
-- the Install Add-on tab is automatically opened requesting permission to install the Norton toolbar.
about:newaddon?id={29dd9c80-9ea1-4aaf-9305-a0314aba24e3}

> After running Firefox 22 delete any extensions.log file from the profile and
> then run 23. If extensions.log re-appears please attach it here.

I don't see any extension.log file in the profile after running Firefox 22 or Firefox 23.

Comment 8

[Simona Badau, Desktop QA]

(In reply to Anthony Hughes, Mozilla QA (:ashughes) from comment #2)
> In the meantime, Simona can you please look into what other platforms are
> affected? 

On Windows 7 I could not install Norton Internet Security 5 for Mac but I installed Norton 360. The Norton Toolbar that comes with this version is Norton Toolbar 2013.3.0.26. Norton Toolbar 2013.3.0.26 is listed in the Add-ons Manager and is disabled in both Firefox 22 and Firefox 23 because is incompatible ("Norton Toolbar is incompatible with Firefox 22.0/23.0" message is displayed).

> Was this add-on simply flagged as incompatible when you switched
> Firefox versions with the same profile? 

This add-on is not listed at all in the Add-ons Manager (the extensions list in the Add-on Manager was empty).

> Does this same behaviour happen when
> you do a software update between Betas?

If I update from Firefox 22 beta 6 to Firefox 23 then the Norton Toolbar is displayed, with the mention that it's not compatible. If I use this version of Firefox 23 (that I got through an update) and I run it with a new profile then the Norton Toolbar is displayed (disabled and incompatible.)


> Does the toolbar display if you
> start Firefox 23 with a new profile?

On a clean install the toolbar is not displayed on a new profile.

Comment 9

[Dave Townsend [:mossop]]

Norton is installing itself into the Firefox installation directory, something we tell developers not to do. Since you install Firefox 23 into a different place it doesn't see it. If you installed Firefox 23 over the top of Firefox 22 then it should work ok, but Norton shouldn't be doing this.

Comment 10

[Lukas Blakk [:lsblakk] use ?needinfo]

So this shouldn't affect our general release users (who install over the top) but we'll point this out to Norton and ask them to look into fixing their installation location.

Comment 11

[Tony Wilson]

NEED Help on add-ons norton 360
Norton updated now Norton 360 will not work the only way i can use the toolbar is install firefox 30
i am getting very p.. off why they do updates and NOT Make it the same add-on- 
i am running windows 10 
Anyone HELP

Comment 12

[u279076]

(In reply to Tony Wilson from comment #11)
> NEED Help on add-ons norton 360
> Norton updated now Norton 360 will not work the only way i can use the
> toolbar is install firefox 30
> i am getting very p.. off why they do updates and NOT Make it the same
> add-on- 
> i am running windows 10 
> Anyone HELP

Hi Tony, thank you for reaching out but this isn't the right place to get support for your issue. I suggest that you either contact Norton technical support or ask for help from our technical support team at https://support.mozilla.org/. Thank you.

Comment 13

[u279076]

Dave, this is a very old bug. If we've made no progress here I suggest we close it. Any objections?

Comment 14

[Dave Townsend [:mossop]]

Yeah this isn't a bug it is Norton not doing the right thing