05-11-2011 03:40 PM
My current Norton version is Norton360 Version: 220.127.116.11.
I have a brokerage account with multiple logins. If I login once, go to the login page from the logout page, and then use Identity Safe to login again, the second login fails with a misleading error message. I'm assuming that this problem is with Norton because solutions 2 and 3 below bypass the problem.
I get around this problem several ways: 1) Delete all cookies associated with the web site. 2) Login without using identity safe to remember the password. 3) Access the website from my home page (where I have a link) rather than from the web site. This re-access seems to be the easiest solution.
I have no idea what Norton 360 is doing to cause this problem, but it occurs on both Firefox 4.0.1 and Internet Explorer 8. This worked with the older Norton 360, which I used until it didn't work with the Firefox upgrade. However, the web site also changed between the last time I was able to use Firefox identity safe and the Norton upgrade, so it's not 100% clear whether the problem would have occurred on the newer web site with the older Norton. In any case, the problem occurs now.
Note: The login problem occurs immediately after I switch identities. I don't get a chance to hit the sign-on button. When I use the other methods, I get to hit the sign-on button. Also, I just tried the browser back button and hitting the sign-on button from there: It worked! Also tried back button, then enter. This also worked. The problem seems to be somehow related to the immediate action Norton takes when it switches identities, whatever it is.
05-11-2011 06:56 PM
HAve you asked the webmaster for your brokerage account whether they know of any problems since they made the change.
I know that I and many others have had problems for example with Bank of America since they brought in their two stage login with having to confirm what you see visually.
05-11-2011 07:10 PM
All I can get to is a customer service rep, who says: "Not my problem."
I have sent a further e-mail to them stating the exact nature of the problem. I expect that there will be others who have this problem, especially if it really is new with the latest 360 release. I only went to that release after going through the hassle of installing Firefox. As others upgrade, the problem may become more wide spread.
Since I have a viable workaround (discussed in the first note) I see no point in my pursuing this problem any further. It's up to Norton and the web provider to work out, when and if they get around to it. Let them handle whatever additional complaints they get. It's "Not my problem" any more.
05-12-2011 08:17 AM
My wife had a different experience with this with BoA since she got a technicial who walked her through step by step on her desktop to log in via a different route .....
With BrightHouse / RoadRunner where I am I agree with you about the Customer Support at the number that is on the documentation like the monthly bill but via the website you can get a local number, not an 800 one either, which takes you to real network support and they are first class.
Not long ago I lost internet service but our TV was OK and the first line support said they'd have to send a technician to check the TV first and they couldn't do that for 2 days! I tried to explain that I knew enough about computers to know it was not that and it was not my computer either but they wouldn't budge so it was logged for 2 days ahead with nothing more than morning or afternoon?
I hung up and called the number I had and within minutes had a technicial who said wait a moment while I check the network chart -- Woah ther's a group of 9 modems down on your street we'll get a team out immediately. By the time I went out to the grocery store there was a truck there -- I asked the guy up the ladder what was up and he said there's a leak in junction box up here and I don't have a spare so I'm waiting for one to brought in ..... and on the way back a second one was there.
Since it's happening to you and not to Norton they can't sort it out without help from users -- that's part of the reason why these Forums exist. So, really, it is your problem .... even if someone esle has to solve it.