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Kudos2

Identity safe online vault

I have two computers, a laptop and a desktop.  I am trying to get the online vault to be available to both computers, but can't seem to make it work.  Had it working on the laptop, but my desktop would give me invalid password.  Removed and reinstalled NIS on the desktop and got into the vault ( I think although it was empty).  Now the laptop is giving me the invalid password. The online vault seems like a handy thing, but is impossible to get working.

Replies

Kudos1

Re: Identity safe online vault

Identity safe online vault is a dangerously flawed product.  I had the exact same thing occur when my main PCs motherboard suddenly failed.  I thought i would be able to use my laptop to access my password vault is this is an advertised feature of the new version.

No such luck.  Like you I was asked to migrate the cache on my laptop and create a password.  I used the same password as the main PC and figured the caches would be merged or at worst the similar password cache on the laptop would replace the other.  That appeared to be what happened, but as the newly uploaded cache was only missing a few of my painstakingly gathered passwords, not a major problem (but is this any way to share passwords between multiple computers?).

My new motherboard came in and I quickly went back on line only to find that the main PC could no longer log in to identity safe.  I new I was entering the correct password and the password hint confirmed it.  No matter how many times I reentered the password correctly, the vault would not recognize it.  So, when offered the chance to reset the password I took it.  True to the warning, there was nothing in the vault when I logged in again.  OK, there must be a way to reload the cache from the PC.  No, the idiots at Norton delete the local cache when they upload it.  Smooth move!

OK, the laptop might still be able to log into it's different cache and I can back it up to the main PC somehow.  Oh, no way, Jose.  You don't need backup when you have the security of Norton's online password cache!   Why would you ever want to back it up?  Oh, maybe for when I forget my password and I'm forced to DUMP THE CACHE AND START OVER!

Well, maybe I can print the list or write it down, item by painfully slow item from the laptop version of the cache.  Oops, it no longer recognizes the vault password on the laptop.  Now what!

Maybe Norton isn't completely run by morons and they kept a hidden copy of the local cache from which  I can recover my passwords and excape from this insane nightmare.

Kudos1

Re: Identity safe online vault

I'm seeing a lot of people have similar issues.  I also have it occasionally tell me my Norton account password is incorrect when I know that I am typing the correct password.  Since I am seeing a lot of issues and virtually no solutions, I am coming to the conclusion that Identity Safe is no longer a usable product and will begin exploring other options.  I always liked it, but disliked that every Windows user on every computer had a different vault and keeping them in sync was impossible.  This seemed like a good idea, but doesn't work.

Kudos1

Re: Identity safe online vault

Hi Folks,

I'd like to start by saying that I have been using the online ID Safe feature since it was released a year ago in NIS 2012. It has been working flawlessly for me that entire time except for some initial issues shortly after the feature was first released a year ago. So the concept does in fact work.

I am not sure why many are experiencing problems with NIS 2013. I did encounter some similar issues recently while testing 2013 and I am working with Symantec on this to try and get to the bottom of it.

One thing to clarify is that NIS does in fact keep a locally cached copy of the ID Safe data on your computer. Since it is not the same as a local vault such as we had with 2012 I do not know the location of this cache. But the cache is used in cases where the connection to the online ID Safe server is unavailable for some reason.

There is also no reason to lose any ID Safe data. You can export a backup of your ID Safe at any time and store it on your computer. You can then use that backup to restore (import) this information back into ID Safe.

This is found in Settings > Web > Identify Safe > Export Data. To import your ID Safe back in is in the same location but Import Data.

I would highly encourage periodic backups of your ID Safe data.

For those with this problem please try the following. Next time you are not able to log in please try setting up with a different password this time. Verify you are able to log out and back in on the same computer once the ID Safe vault is set up. Then please navigate to: https://identitysafe.norton.com/ and click on the Sign In button near the top right of the browser window. You will be prompted for your Norton Account password first. After you are logged into your Norton Account you should see a box appear in the center of the browser. (See image below). Enter the password for your online ID Safe vault that you just set up from NIS.

Are you able to log into the Identity Safe web portal?

By the way, can everyone with this problem tell us exactly what version of NIS you have?

Best wishes,

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.5.0.19 * Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.5.0.19
Kudos0

Re: Identity safe online vault

Thank you Allen for that detailed explanation. I am going to bookmark this so I can refer back to it. It is good to know that you have to enter 2 passwords ... first for your main Norton Account, then for the Vault. Also good to know how to get an actual local backup copy of all passwords in the Vault.

tin

Win7HP•64bit•SP1 ... N360 Premier v 20.1.1.2 (3) ... N360 Everywhere (5) ... NMS v 2.5.0.420 ... NMU v 2.0.0.232 ... Norton Snap 1.0.0.45
Kudos0

Re: Identity safe online vault

Now without me doing anything, I was able to login with the laptop, but not the desktop.  From the laptop, the vault was empty.  I imported backup from my previous local vault version.  It shows the logins I imported, but when I select settings-edit logins, the list comes up empty.  I tried to export right after importing and it asks for the password again and guess what.  Invalid password.  This product is a POS.   Now from the desktop, it just clocks and then times out when I try to log on.  I saw a good review for LastPass.  Might give that a try.  I just don't know how to make this work.  When I try to login from the url, I get a big red x and error detected, contact customer support, which of course you really can't do.

Kudos0

Re: Identity safe online vault

Agree with you, I'm also having issues with this, I use to have a local save but some how this has ben removed and now the oline safe has taken it's place, but when you click on edit logins, the form is blank and you cannot get access to edit your logins.

Kudos1

Re: Identity safe online vault

Just an update, I have been also having issues with the online Identity Safe regards having it running on a laptop & Desktop

It keep refusing to except the password which I know is correct, so I tried to change one to a different password so that both are not the same, all worked well for six hours, but this morning, it has started to refuse the password again.  So I am no longer able to use the Identity safe, very frustrating. 

Kudos0

Re: Identity safe online vault

IDS refused passwords has been affecting me too.

I initially thought that using Win 8 and Win 7 on two different partitions (as well as two different computers, a desktop and a laptop) may have caused the problem. Now that I have reverted to only Win 7 Pro ( laptop) and Win 7 Ultimate (desktop), the same problem is occurring. Both have NIS 2013 installed and regularly updated.

I have backed up my IDS logins to a .dat file on both machines. This has enabled me to maintain continuity and manually transfer settings from one computer to another. However, the "vault" log in continues to be a problem.

Is there a way to "undo" the commitment to syncing and have only local access to my logins?

John E.
Kudos0

Re: Identity safe online vault

I too have a problem with the online vault.  Using my local copy was much easier to manage.

I've looked & looked but cannot locate how to eliminate the online vault. 

How does one turn off the online login and go back to local.

Kudos0

Re: Identity safe online vault

I started having this exact same problem last week, not being able to log into ID safe with my vault password, even though I knew it was correct, on my DESKTOP.  I spent a total of 9 (nine) hours with technical support over the course of three days, first in live chat (waste of time) and then with techs doing things to my computer via remote access.  They did a full uninstall (including manually deleting traces of Norton from the registry) then reinstalling Norton 360 in safe mode.  I was supposed to get a call from a "case manager" at a time I chose, but did not, thus I called and waited on the phone in the queue for a case manager for TWO hours and 38 minutes, only to finally give up.  The message continuously repeats "don't hang up - if you do, you will lose your place in line."  So far everything on the DESKTOP seemed ok again, but still wished to air my grievances.

Then tonight I get on my LAPTOP, and suddenly, it's not recognizing my vault password on my LAPTOP.  I now see that whatever problem this is, it is not just about problems with one computer - that it has to do with problems when you have two computers.  Do I care enough to spend one more unit of life energy on this horrible product and company?  No.  I refuse. 

Oh, and I just got an "Autofix Error" # 3048 3, assumingly having to do about the problem with the ID Safe lockout, and it came back as "no solution - please contact customer service.  Nice try, Norton.

I give up.  Norton has lost a very good customer forever.  I will fight with every ounce of my being for a full refund, and take the money I most certainly better get back to invest in a product that is reliable and has responsive customer service.

Does anybody have any recommendations?  I've heard good things about Webroot.

Since I feel like I have LIVED the essence of this thread for a week now, I felt compelled to register and to join in to say you are not alone.  I have this problem too.  Seems lots of people do.  And it seems Norton is incapable of fixing it and responding to the needs of paying customers to resolve the issue.  Goodbye, Norton. 

Kudos0

Re: Identity safe online vault


lipappy wrote:

I started having this exact same problem last week, not being able to log into ID safe with my vault password, even though I knew it was correct, on my DESKTOP.  I spent a total of 9 (nine) hours with technical support over the course of three days, first in live chat (waste of time) and then with techs doing things to my computer via remote access.  They did a full uninstall (including manually deleting traces of Norton from the registry) then reinstalling Norton 360 in safe mode.  I was supposed to get a call from a "case manager" at a time I chose, but did not, thus I called and waited on the phone in the queue for a case manager for TWO hours and 38 minutes, only to finally give up.  The message continuously repeats "don't hang up - if you do, you will lose your place in line."  So far everything on the DESKTOP seemed ok again, but still wished to air my grievances.

Then tonight I get on my LAPTOP, and suddenly, it's not recognizing my vault password on my LAPTOP.  I now see that whatever problem this is, it is not just about problems with one computer - that it has to do with problems when you have two computers.  Do I care enough to spend one more unit of life energy on this horrible product and company?  No.  I refuse. 

Oh, and I just got an "Autofix Error" # 3048 3, assumingly having to do about the problem with the ID Safe lockout, and it came back as "no solution - please contact customer service.  Nice try, Norton.

I give up.  Norton has lost a very good customer forever.  I will fight with every ounce of my being for a full refund, and take the money I most certainly better get back to invest in a product that is reliable and has responsive customer service.

Does anybody have any recommendations?  I've heard good things about Webroot.

Since I feel like I have LIVED the essence of this thread for a week now, I felt compelled to register and to join in to say you are not alone.  I have this problem too.  Seems lots of people do.  And it seems Norton is incapable of fixing it and responding to the needs of paying customers to resolve the issue.  Goodbye, Norton. 


I would suggest consulting several of the independent test-lab evaluation sources before making your final decision.  I have very little faith or trust in the recommendations of advertiser subsidized publications and their published rankings - If the product you're considering has an ad in the same publication that's rating it stellar, best you keep looking...

As a starting point, consider reviewing the current NIST "Guide to Selecting Information Technology Security Products": http://csrc.nist.gov/publications/nistpubs/800-36/NIST-SP800-36.pdf

Though not the only source for such ratings, I occasionally like to consult the AV-TEST labs rankings: http://www.av-test.org/en/home/, among others.

 

You can also Google "computer security product testing".

Kind Regards,

John

Kudos0

Re: Identity safe online vault

I am using Windows 8 pro (64 bit version) and Norton 360.  I can't login to the "ONLINE" vault. The computer says something like "timeout"-- check your network. I am trying for almost a week now. There is no progress. I had some online support chats. The only thing they are saying is: Just wait for an update we know the problem. This isn't a correct way.

I am running the 360 product also in an vmware session. I installed windows 7 ultimate (64 bits)  In that session i don't have an ONLINE vault. There are no problems in that session!!!!!

By the way I am Dutch so there could be something not okay with my english

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