02-05-2012 04:19 PM
Since I started using this version of ID Safe, I can no longer access my data via the NIS toolbar in Chrome, IE or Firefox on WIn7-64 I get the dialogue to setup Idenity safe as if I were a brand new user.
If I go to the Identityt Safe website and log-in to my vault the data is there. I tried signing in and out of my Norton account and still no dice - I can't get my data from the NIS Toolbar
Solved! Go to Solution.
02-05-2012 07:28 PM
Can you please provide some more info so we can start narrowing down the issue.
Its good that you can view the passwords on the Identity Safe Portal, that means the vault does have credentials
On the PC, do you have both NIS and ID Safe beta installed?
Did you have the online vault setup with NIS when you were able to access the logins?
02-06-2012 05:26 AM
I am guessing that you have installed ID Safe beta on a Android device and you now
have a issue logging into NIS ID Safe from the Norton Toolbar on a computer.??
Do you have a option to Log in To Norton Account when you select Identity Safe
from the Norton Toolbar.??
Have you tried to disbale then re enable Norton Extensions and Addons.??
Have you tried to log into ID Safe from the NIS Control Panel > Settings >Web >
Identity Safe > Log in to Identity Safe. ??
02-06-2012 07:11 AM - edited 02-06-2012 07:18 AM
1) On the PC, do you have both NIS and ID Safe beta installed?
>> No Just NIS. I tried downloading the beta as a possible solution and it informed me it was already part of NIS and would not install.
2) Did you have the online vault setup with NIS when you were able to access the logins?
>> Yes, my vault was setup long ago with NIS.
3) I am guessing that you have installed ID Safe beta on a Android device and you now
>> have a issue logging into NIS ID Safe from the Norton Toolbar on a computer.??
That is 100% correct
4) Do you have a option to Log in To Norton Account when you select Identity Safe from the Norton Toolbar.??
>> Yes. I am logged in. I tried logging out and logging back in and there's no change. It still thinks I have no Vault setup. I can log into my vault from a browser and all my data appears to be there in tact.
5) Have you tried to disbale then re enable Norton Extensions and Addons.??
>>No. I did try all 3 browwsers and again, it thinks I have no vault and it is prompting me to create one. I will try your suggestion and report back if it works.
6) Have you tried to log into ID Safe from the NIS Control Panel > Settings >Web >
Identity Safe > Log in to Identity Safe. ??
>>Yes and it says "No profile found for this Norton User. Use Identity Safe Setup to create one."
This forum does not allow me to upload screenshots or I would add them to help clarify what is going on.
02-06-2012 06:29 PM
From what you've described, it sounds like NIS isn't syncing your vault data from the server. We're reviewing the code to see how this could happen. If that is in fact what has happened, we need to trigger your NIS client to request new data. There are a couple of things you can try.
If you have NIS installed on another computer, log into the same Norton Account and vault from that second system. Try exporting the data to a DAT file. From the Identity Safe toolbar menu: Options->Export. Then import that file at the same machine, (Options->Import) using the "Replace existing data" option. That may trigger sufficient changes that the other machine will detect a need to sync.
The simplest option, and only option if you don't have a second system with NIS, would be to uninstall and reinstall NIS. You should be able to use the "leave my settings behind" uninstallation option. Uninstalling and reinstalling would reset the synchronization mechanism on the client.
02-07-2012 04:01 AM
I logged in on another machine for the first time after updating it from NIS 2011 to NIS 2012 and I was able to get the data. I then went back to the machine having the problem and the problem still exists. Should I now uninstall and reinstall NIS 2012?
02-07-2012 04:05 AM
Before uninstalling/reinstalling, can you please let us know what is the current version of your NIS 2012? In the machine which you are unable to login, just check the product version(Main UI->Support->About).
Also please make sure you have run all the complete live update and please restart the machine if you are prompted to do so during the live update.
02-07-2012 04:25 AM
It's 220.127.116.11 after running LU a couple of times until it said there were no available updates. I then rebooted and retried and it worked. It now sees the vault and is working normally.