GOG/Firefox

Maybe somebody can help me. I have been in contact with GOG for a couple of days but they don't seem able to solve my problem.

A couple of mornings ago I went on GOG using Firefox as I do every day. No problem. Later in the day I tried to go on the GOG site again. Cannot.
All I get is the Diablo banner at the top (not moving). All the other areas where there should be game pictures are black or gray. I cannot do anything on the site.

Across the top is the white square that says GOG in it. Next to that is Store, About, Community, and Support. No place to sign in. I had been able to use the support drop down to sign in and contact them, but even that no longer works. Supposedly, I should be able to follow the Support Ticket number by clicking on it in the email. Nope, not that either.

I downloaded Opera and I am able to sign into GOG from there, however, I am afraid to use it not knowing why I'm having the problem on Firefox. I'm not wanting to buy anything right now but don't know if I'll feel comfortable buying anything until I know why I can't access through Firefox. I do have access to my games through the Galaxy app (for now anyway) .

Basically, GOG told me to clear my cache and cookies and make sure my antivirus is not interfering. I have done those things. I've been through all settings in Firefox and Norton and cannot find anything that is interfering and I don't recall any weird things happening within the few hours from when I could access GOG until when I could not. Also, they asked for a screenshot which I sent. They thanked me for it and said they were glad to hear I can access through Opera.

My computer has been restarted. No change.

Any simple suggestions or ideas?

Thanks.

Can you try getting into GOG on another browser such as Chrome, Edge or IE?

First thing I was going to suggest was clearing the cache. If you use CCleaner, you might try running that and it should get rid of your cookie for GOG. Then reset it by going there again.

IE didn't work when I tried it and is not supported by GOG and hadn't been working right in there before, but I can get on from Opera. I downloaded that yesterday to test.

Every once in a while when GOG updates their homepage with a new sale, it doesn't function properly. This is probably no different, and it will probably get back to normal after they update their homepage again.

You'd think the most important thing for an online shop would be compatibility with the most browsers. But no...
That's one thing Steam got right. I've never had their website not display properly.

I hope that's all it is Jenny. It did start on Monday which is their start day for "weekly sales". But I did look at it AFTER that was all updated and it was fine. I thought maybe they had cut me off for some reason or that somebody messed with my account somehow. I guess we'll see what the future brings. Maybe tomorrow they'll tell me something else. With the time difference, I am only getting emails in the morning, usually before I roll myself out of bed and by the time I read and answer I guess they've gone home.

The email from GOG today says this:
" it has came to our attention that Norton Safe Web plugin on Firefox causes the issue. Our team is currently working on the fix; unfortunately, I've got no ETA for that. I apologize for the inconvenience. "

I do use that and haven't yet looked to see how to close it to test GOG, but I really just prefer they fix GOG instead anyway. Sometimes the Norton stuff becomes disabled for some reason (maybe when it updates) and I have to enable it, but I've never disabled it on my own and I don't much feel like looking all through Norton again just to try it.

Not to mention the fact that I've been using Firefox with the Norton Safe Web for about 5 months and it never caused a problem before.

An update to Norton Safe Web, or an update to the GOG website, or both, may have caused the issue. It's always surprising to me what with all the updates there are these days that conflicts such as this don't happen more often.

Good to know that it is going to get fixed, and I'm glad to know what was causing the problem.

Yes Marian I agree that it is good to know but that's why I will probably try to test it to feel more sure that's what the problem is. I also agree about the conflicts. So many different programs and computers and what not.

Thanks!!

Just found a thread here on GOG where the problem was being discussed and diagnosed.

Towards the end of the thread, someone posted that disabling Norton Safe Web fixed the problem.

Marian - double thank you. This makes me feel a LOT better!!!

How strange

I knew GOG no longer supported IE - and hasn't done for quite some time - but I've never had any problems when using Firefox - and in fact have visited GOG several times already this week using it and not experienced anything untoward at all.
[And I use Norton.]

I know you use Norton Mad and had been wondering if you have the Norton Safe Web enabled?

Yes I do, oldbroad. I just checked two minutes ago to make sure

Thanks Mad. It looks like it might be fixed now but I will wait until tomorrow to see if it is still fixed.

I don't know when this "problem" may have started but I visited GOG on Monday, Tuesday and Thursday of this week, using Firefox every time, and all was fine