Android Identity Safe not accessing vault

DBL143 · ‎03-23-2010

I have worked with Norton customer support over the last 2 days. I can access my Norton Account and Vault through the Norton web site and through the control panel for Norton 360 Premier Edition Version 6.2.1.5.

If I use a "dummy account" that the customer support folks created, I can log into my Norton account and access my online Vault using the Android app on a Droid Razr MAXX running Android 2.4.6. However, I can only log into my Norton Account using the same app on the same phone. When I enter the Vault password, I receive the error "Login Identity Safe failed! Pleas input valid Identity Safe Password."

I have even utilized the "Norton Identity Safe" web browser to access the instructions for installing the Norton Internet Safety Password Manager instructions and this has successfully brought me to my Vault. But when I have attempted to access my Vault through the app while the NIS browser is up, I get the same error.

I have done all combinations of the following on my Razr: reset the phone, cleared the application cache, uninstalled and reinstalled the app from the Play Store. On the PC side, I have deleted and re-created the Vault information and changed the password numerous times. I have even utilized the "Norton Identity Safe" web browser to access the instructions for installing the Norton Internet Safety Password Manager instructions.

Please HELP!!

Andmike · ‎03-23-2011

Hi DBL143

Sorry to hear of your problems. Hopefully we can find someone who can help, but to do that most reliably I am going to ask for this post to be transferred to the Norton Toolbar/Norton Identity Safe forum (rather than the Norton Mobile Security forum) where it will get a better airing. Don't worry about losing sight of it as a link will remain here.

I personally, am not using Identity Safe and so cannot give much help my two suggestions before the better informed members of the other forum can come to your aid are:

- Have you exported your identity safe data to the cloud? You have to for the phone app to work. I assume you have but it is not absolutely clear so I apologise if I am telling you what you already know.

- I seem to recall that someone else had a similar problem and they were misreading the log on screen and entering the wrong password, not being a user I am unsighted on this but it may make some sense to you when you look at the screen. e.g. is there a password for the app and one for the vault itself?

If neither of those comments help then just wait for a while for those more knowledgeable to come to your aid. I will still keep an eye on this thread and try to ensure that you are not overlooked.

Good luck.

marko · ‎02-18-2009

I am also suffering from the same issue on my Dell Streak 5, I can log into my Norton account but when I input my Identity Safe password to open Vault I am told that I need to setup an Identity Safe account. I have looked at this on my PC and it is setup and open so there is an issue with the Android app.

DBL143 · ‎03-23-2010

OK...it has now been over 1.5 months and I still haven't gotten an answer to this problem. I've searched the Internet and have checked different referals to the Norton Community and nothing is out there.

Here is my usual procedure that fails:

PART 1:

1. Single tap the Norton Identity Safe icon on my home screen.

2. Enter my email.

3. Enter the correct password.

4. Press the "Connect" button.

5. Wait while the app does its thing.

6. Receive an error that the connection to the server cannot be established.

PART 2:

A. From the page that I am taken to after PART 1, I select the Norton Identity Safe icon in the lower right corner.

B. I re-execute PART 1, Steps 1-4.

C. This portion always results in PART 1, Steps 5 & 6.

PART 3:

i. I close the app.

ii. I re-perform PART 1, Steps 1 & 2.

iii. For PART 1, Step 3, I intentionally enter an incorrect password.

iv. PART 1, Steps 4 & 5 run their course.

v. I receive a different error regarding an invalid user name/password.

PART 4:

I repeat Parts 1 and 3 in various iterations with Part 2 in the middle until I get frustrated enough to give up.

Is there no one who can help? In June, the person I talked to over the phone said that the tech support folks at Norton did not support this product. That is not encouraging.

(P.S. Norton Identity Safe on my PC was set up according to the "default" directions.)

(P.P.S. Norton Identity Safe works great in IE 10 over Windows 8 Preview Evaluation copy-Build 8400, Hash 1 of July 29, 2012.)