• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs

Not what you are looking for? Ask the experts!

Kudos2

Norton Identity Safe Crash Causes Browsers to Crash

System:

Dell Studio XPS

Windows 7 Professional, SP1

Intel i7, 2.67 GHz

8 GB RAM

Browsers, IE 8, Google Chrome

I have been working with the problem of Identity Safe causing any browser I use to crash for the last two week and spent over three hours on chat and remote access by support without finding a cause or solution. Was referred to a case manager, but he or she never picked up on the remote access or chat. Waited over an hour before disconnecting.

On my own I have update both Windows and Norton Internet Security, run full system scans using Norton, Vipre Rescue Scanner, and Spybot Search and Destroy from thumb drive. Ran Norton System Recovery and Power Eraser too. No viruses or malware found.

Rolled back IE 9 to IE8 thinking that there might be a problem with IE 9 and Norton Internet Security; incompatibility, same result. Signing into Identity Safe causes the browser to freeze. The only way to un-freeze and close the browser is through the Task Manager.

Confirmed that either disabling Norton and or not attempting to sign into Identity Safe allows me to use either IE 8 or Google Chrome.

This problem started occuring when I updated Norton Internet Security. Current version stores Identity Safe online.

I've seen others have had this same problem. Has any solution yet been found?

Replies

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

I have the same problem. web browsers freeze, unable to access identy safe. have uninstalled Norton and reinstalled, gone through all the hoops, no satisfaction from helpline.  Unable to access saved identity safe. system is time consuming and not acceptable.  The online system is not working, I am unable/unwilling to devote any more days to this. please fix it or loose customers.

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

I have the same problem - HELP!  I have to turn it off - I loved it - now it's gone - useless...  HELP!

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

This needs fixing and quick.

 The browser freezes, only when you try to login, with Vault open. Closing the vault solves it, but then you have to manually enter all the login details, which is the worst part. This is a problem on any browser. I've had ti freeze on IE, firefox and chrome.

Please fix this soon.

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

Did you lose your old Identity Safe when you updated/upgraded. I did. 

When I was updating to the newer version of Norton Internet Security, I had to access my old Identity Safe to copy/transfer/sync my usernames and passwords to the new version. Unfortunately, the update system online told me I needed to enter a stronger password and did not seem to allow me to access the old Identity Safe with my origional password. I figured the password change/update would allow me to access the old usernames and passwords via the new (online) Identity Safe, so I created a stronger password. Unfortunately, that created a whole new Identity Safe online, empty. 

Unless I can find out some way to access my old identity safe, I've lost passwords that I no longer remember as I've become dependent on Identity Safe (Using it for at least six years and been a customer of Symantec for over 20 years).

Good Luck.

Dapau

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

Thank you for confirming the problem.

Dapau

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

  Alô

          Eu sou português (I am from Portugal) e aconteceu-me o mesmo.

          Solicito à Symantec o favor de resolver este problema, pois tenho passwords que não consigo me lembrar e vou perdê-las.

          Tive de desabiliar o Cofre (Vault) para poder navegar na net. AJUDEM - HELP!!!!!!!!!!!!!

Kudos2

Re: Norton Identity Safe Crash Causes Browsers to Crash

This has been an ongoing problem.  Has anyone been able to fix this problem?  

It is not clear yet who is responsible for this problem and yet we, the users, are still stuck with this problem.

I am working on chrome and all of a sudden I get the familiar "norton identity safe has crashed chrome."  Now, somebody mentioned DISABLING Identity Safe as an option.... but that is one of the reasons we purchased Norton.  Why disable it??  We need the protection, kwim?

Very inconvenient problem.  Please, help. 

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

I was on with support chat and LogMeIn for over six hours yesterday and while we could not determine the exact cause of the problem or trigger, we believe it has to do with synchronizing Identity Safe which moves all Identity Safe data to the online Identity Safe. The following are the notes we compiled describing how we resolved the problem: (should be under case No. 05561484)

Note: Do not synchronize the local vault to the online vault as it will transfer the files automatically to the online server. If prompted by the Norton product DO NOT CLICK ON SYNCHRONIZE. It seems that the problem with Identity Safe freezing browsers might be cause by or resultant from synchronization.

Note: While this solution did allow me to use Identity Safe in Internet Explorer, we were not able to recover or import my old Identity Safe data. The process that resulted in the problem resolution had me setting up a new identity safe and re-populating it with usernames and passwords.

1. Remove the Norton 2013 thru Control Panel> Programs and Features.
2. Download the Norton 2012 product thrrtu www.norton.com/nis12 and install.
3. Restart PC.
4. Installed the Norton 2012, run the liveudpate.
5. Restart PC.
6. In your Norton Product, go to settings> web> Identity Safe.
7. Try logging in to Identity Safe using your old (original) username and password.
8. If Norton request you create an Identity Safe profile, follow the step to create it.
9. Once created, save (re-populate) usernames and passwords again in the Norton Identity Safe.
10. Backup the identity safe by going to identity safe> settings> export data.
11. It will prompt to save, save it in Desktop.
Note: You have just saved Identity Safe data that is stored locally.
12. Download Norton removal tool thru www.symantec.com/nrt, install and run to remove Norton 2012.
13. Redownload Norton 2013 thru norton.com/download, install.
14. Installed the norton 2013, activate and run Liveupdate.
15. Restart PC.
16. Go to identity safe again and then click on configure it will give step by step screen navigating you to save it in the online vault.

NOTE: You will be asked to synchronize the subscription, do not. Keep the local vault. Select keep local vault.


17. You will now have the IDsafe saved in the local vault instead of the onlive vault.

Internet explorer freeze upon accessing website:
- disabled the shockwave player add on and Internet Explorer does not freeze upon signing into Identity Safe.

Note: There may be add-ons that cause problems if not fully updated. I updated Shockwave and then enabled it with no more problems.

The apparent problem with Scynchronization has not been solved and has been escalated to Symantec/Norton according to the Tech. I was working with yesterday evening.

Dapau

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

Hello all,

Can you please gather log file for this issue and send it to me, so I can pass it to the concerned team?

Here is how you can collect it:

1) Visit the below site:
https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20080507162141EN_EndUs...
2) Make one change to the steps listed:
Step 2.6: Check all the advanced options except Turn on Debug Logging.
3) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.
Let me know when you have the logs ready, I will help you to upload it.

Thanks!

Vineeth

Kudos2

Re: Norton Identity Safe Crash Causes Browsers to Crash

I have the same problem, Identity Safe crashed and i cant use any browser that uses Norton. This feature is the ONLY reason i chose to go with Norton instead of another anti virus program, if it does not get fixed i will want a refund for the time left on my subscription and go get another anti virus product. Norton is a nice product, but Identity Safe is the only reason i keep it instead of something else.

Kudos2

Re: Norton Identity Safe Crash Causes Browsers to Crash

Well, I am having the same issue, all my browsers are crashing due to norton identity safe.

Same thing happened to me several months ago with Norton Backup aka NOBU.

I believe there is something bad going on with Norton.

They do not seem to think that all theses issues are going people to move away from them.!!!!!!

They feel that they own us.. but they do not

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

How come Norton are still able to sell this junk? I've still got another 337 days to go - but  I'll just give up the rest of my subscription and get an internet security system that doesn't give me hassle.

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

I'm having the problem too on both IE and FireFox. I run Windows XP SP3 and have Norton 360 Premier installed. A couple of days ago, after working fine for a long time, bugs started happnening. First it was the scanware. After I used Norton Power Eraser and RnR tool (no viruses or malware found) -  Identity Safe Started going berzerk. First it "lost" my original logins and I had to replace with some old ones I'd exported to a file for an emergency.

When I got it all up and running; same freeze problems OP is describing. I literally have to wait 2-3 minutes for the browser(s) to clear with identity safe.

Want to do online banking? Hit the quick launch to go to the page. Go vacuum the living room. Come back. Hit the submit button if Identity safe has filled in the info yet. Go take a dump. Come back and do my online banking. Half hour later- Next task please.

If I disable Identity safe in FF my browser works fine. Re-enable it and crap.

On line tech guy tried to help me... by saying I had too much junk installed on my computer. Funny, it worked fine with all the junk  a few days ago. Funny, my netbook's browwser(s) freeze too with Identity safe. Funny, my browser runs perfect without Identity Safe! All this funny stuff must have Symantec laughing their asses off. (so not funny)

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

Ok got vault working again by backing up vault deleting vault and then uninstalling and reinstalling 360 setup vault and restoring from backup. This worked fine until a Windows 7 update and issue started all over again. Saved vault again and did another Install reinstall and is ok for now. I am seriously considering not renewing Norton when it is time to renew. This has become a nightmare to deal with.

Norton please get your stuff together. I have used your products for over 12 years and seriously feel I can not recommend your products at this point.

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

I had the same problem as user Dapau.  After upgrade I had to create online vault, used same password as my vault on the compter and system told me that my password wasn't strong enough.  I created the password, vault created and then rebooted.

Went to logon and got errors and had to use NR&RT which then wiped out my compter database and left me with no passwords.

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

I too am very disappointed with new online vaut version. Can I revert to the old unimproved versionof ID SAFE that just worked well month after month?

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

I am having the smae problem.  I am very surprised that Norton has not fixed this or at least patched their product.  The last time I had a major problem with McAfee I switched to Norton, maybe it's time to consider switching back to McAfee or an alternate to both of these.

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

Norton 360 Ver. 20.2.0.19. If I use the Identity safe Vault My browser will freeze.

This has been fixed 5 time by Norton Chat techs.

I now do it myself backing up my logins and resetting the vault password's is a real pain in the a--It takes about 5 minutes every time I have to do this which is daily

I hope they fix this soon .

Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

Hi

   Try the steps posted here by HarryP.

For Xp delete the Norton Folder under C:\Documents and settings\All users\Application Data

For Win7/Vista Delete the Norton Folder under C:\Program Data

Turn-Off the protected mode in IE nad then try browsing if you've trouble withIE.

-Shri
Kudos0

Re: Norton Identity Safe Crash Causes Browsers to Crash

System:

Windows 7 SP1

Norton 360 Premier ver 20.2.0.19

Firefox 17.0 (Upgraded from 16.? while trying to resolve the issue so version does not appear to be important)

IE 9.0.8112.16421

This problem showed up for me after I upgraded from NIS 2012 to Norton 360.  But not immediately after.  I upgraded to Norton 360 and did not notice any problem with Identity Safe, but my online storage avaialble was 0GB.

I went online to get help.  The chat tech took control of my PC and uninstalled/reinstalled, edited the registry, deleted a bunch of files and finally figured out the problem was in Symantec's server.  Once he fixed the database I got my online storage.  It was then that I started having the problem of my browsers ceasing to respond(or responding very slowly, I have seen both behaviors) whe the Vault is open.

Before I upgraded I expported my logins to a backup file, then imported them after I upgraded.  This morning I decided to back up my logins onto paper so I can re-enter them if necessary to get going again.  When I went to Identity=>manage identity protection=>edit logins, there were no logins displayed.  After I reimported I was able to put my logins ina  Word file so I can find my passwords without Identity Safe while waiting for a resolution.

It's very frustrating to me that Symantec Support caused this problem for me and has not provided a solution.  That's working in the wrong direction.

Has anyone found a solution to this problem?  Preferably one that does not involve re-entering all of my passwords.

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

I also expereience the same problem as Norton Identity Safe plug in crashing which is causing the browser (Chrome) to crash. Appreciate if Norton to fix the problem. I also experience very slow loading of the browser . Can somebody from the support team to guide me how to solve it?

Thank you

Kudos1

Re: Norton Identity Safe Crash Causes Browsers to Crash

i am getting the same thing - anyone have a solution?

i cant even get in and disable it before i get an error than a crash.

Replies are locked for this thread.