topic Re: Identity Safe shown as switched off in Norton Toolbar / Norton Identity Safe

Identity Safe shown as switched off

Taffy_078 — Thu, 02 Aug 2012 16:13:30 GMT

Hi. A few days ago, on powering-up IE8 and clicking on Identity Safe, I had a warning message that Identity Safe wasn't switched on & that I was at risk.

I went to setting and it was shown as switched on. I rebooted and it was back on.

But now, I'm having problems referred to in KB894278 - http://support.microsoft.com/kb/894278:

I get the "Serious error has occurred" and also my PS automatically restarted.

I followed the instructions in that KB article but there is no trace of the spyware referred to.

(1) What caused Identity Safe to be switched off eg could it have been a trojan that NIS failed to stop?

(2) Could my KB894278 issue have been caused during this "at risk" period.

(3) Should I start another thread re the issue? and finally

(4) I received an email from NVIDIA a few days ago saying their website had been compromised and that they recommended I change all of my passwords. This is a hell of a big job and I'm doing it bit by bit. Could this be the cause of my current problems?

SOS!!!

Thanks

Re: Identity Safe shown as switched off

Taffy_078 — Fri, 03 Aug 2012 06:12:30 GMT

PS I should have said that I use the Online Identity Safe.

I haven't had those warning messages since I posted.

Re: Identity Safe shown as switched off

yank — Fri, 03 Aug 2012 17:45:06 GMT

Hi Taffy,

You got me confused - not that is difficult to do, but you say you are using the online vault and when you first booted ID Safe was not on and there was a warning stating such. However after you rebooted ID Safe was on.

I have done some testing and can not get ID Safe Online Vault to appear at bootup. I can get the Local Vault to appear at bootup using the setting for it, but that setting is not available in the options for the Online vault.

The Local Vault options are as follows:

The Online Vault Options are as follows: please notice the one forNo password needed is not available.

I believe this is by design, since you do not ever want your online vault information exposed without having it password protected.

So either I do not undestand your question/situation or I need more info from you. BTW which setting did you go to and it was shown as on prior to the reboot?

Re: Identity Safe shown as switched off

Taffy_078 — Sun, 05 Aug 2012 07:29:25 GMT

Good morning (here) Rootkit Eradicator. Sorry for the confusion - I sometimes have that effect on people!!

Normally, when I open IE8 and click on the Identity Safe icon, the window that appears is "Log in to Identity Safe (Online)" and this is password-protected.

What happened on the above occasion was that instead of this "Log-in" window, there was a message that Identity Safe wasn't switched on & that I was at risk.

I clicked on the Identity Safe icon again, went to Options, then Settings/Web/Identity Safe and that showed that Identity Safe was switched on.

I rebooted and everything was working normally.

After posting my SOS, I realised that the problem shouldn't be anything to do with the possible spyware KB894278 issue (which thankfully has turned out not to be a spyware issue) as my Identity Safe is on-line , not in my PC - hence my second post.

Hoping that this makes sense but it would still be nice to know why Identity Safe was shown as not being turned on, when it was. Regards

Re: Identity Safe shown as switched off

yank — Sun, 05 Aug 2012 12:32:28 GMT

Hi Taffy,

OK thanks fro the addtional info - but I really do not have an answer for you. I went ahead and turned off my ID Safe using the setting you said was "On".

I then clicked on my ID Safe Icon on the toolbar and got the following info:

Is this what you got or did you get something different?

I did leave that setting turned off, and restarted my system. When my system came back up, I had no ID Safe Icon on my Norton Toolbar - so it appears that is not what happened to you. With ID Safe setting turned off I did get a red indication on the Advanced Page of NIS 2012.

Sorry I can't help more - suggest you keep an eye on it and if it occurs again and is not what I have in the screnshot above, try to get a screenshot. Also if it is something other than what is above, please try to describe it (including whre on the screenit pops up.

Re: Identity Safe shown as switched off

peterweb — Sun, 05 Aug 2012 13:22:19 GMT

Yank.

Is it possible that Taffy had received an update to NIS that required a restart? Could this have temporarily turned off ID Safe?

That could explain why things worked after the restart.

Re: Identity Safe shown as switched off

yank — Sun, 05 Aug 2012 13:37:45 GMT

peterweb wrote:
Yank.
Is it possible that Taffy had received an update to NIS that required a restart? Could this have temporarily turned off ID Safe?

That could explain why things worked after the restart.

I don't recall ever hearing of that situation happening. IMHO, it wouldn't make sense to disable ID Safe (or anything) if it needs a reboot for the updates to take effect. NIS should just keep plugging along with the "old data" until the reboot at which time the "new data" would be applied.

Re: Identity Safe shown as switched off

Taffy_078 — Sun, 05 Aug 2012 15:33:58 GMT

(Sorry Yank for getting your name wrong!)

Yes – the screen shot you posted is what I got. The Identity Safe icon was already there so the info appears to be conflicting!

I’ll keep an eye on it and post should it happen again.

I have to accept that the KB894278 spyware issue that happened around the same time was a co-incidence but . . . . . !!

A final thought - I'll see whether there's anything in the MS event log that might help. (There's no log in NIS as far as I can see.)

Thanks again, folks for your help.

Re: Identity Safe shown as switched off

yank — Sun, 05 Aug 2012 16:04:56 GMT

All you ever wanted to know about NIS History:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?actstat=activated&buildname=&conntype=100000000&coreservice=Startup+Type%3Aauto+State%3ARunning&country=United+States&cpu=AMD64+Family+16+Model+5+Stepping+2&ct=us&curdefs=20120804.009&datetime=08-05-2012+16%3A01%3A59+PM+GMT&defbrowser=Internet+Explorer&docid=v5187720_NIS_Retail_2012_en_us&dsfree=401.74&dstotal=496.75&endpointid=%7Bbdc8f220-a8ba-11de-9fd4-90e6ba31ad0c%7D&entsrc=help&env=prod&hbguid=bdc8f220-a8ba-11de-9fd4-90e6ba31ad0c&hcmode=false&heartbeatID=bdc8f220-a8ba-11de-9fd4-90e6ba31ad0c&helpid=NAV_comp_internet_idd_more_settings_RT&ieversion=9.0.8112.16421&language=English&layout=&layout=Retail&layouttype=&lg=en&lic_attr=21255186&lic_type=16&memload=30%25&memtotal=6748&os=windows&oslang=iso%3AENG&oslocale=iso%3AUSA&osvers=6.1&osversion=6.1+7601.17835.amd64fre.win7sp1_gdr.120503-2030&partnerid=&partnername=&plang=sym%3AEN&product=Norton+Internet+Security&psn=KK42GMF74BD7&pvid=f-nis-cur&q=history&remdays=124&skuf=20032477&skum=21171898&skup=20032950&spversion=1.0&sublength=143&subremaining=124&substatus=current&symskucurrent=20032950&symskumedia=21171898&utm_medium=product&utm_source=symc&version=19.7.1.5

You know where to find us if you need any more info and please do let us know if ID Safe acts up again.

Re: Identity Safe shown as switched off

Taffy_078 — Mon, 06 Aug 2012 09:14:54 GMT

many thanks for this, and for all your help. Much appreciated