Identity safe

barry18h · ‎05-31-2012

Two plus months ago I was offered the upgrade to internet security 2012. That is where my problems started. Identity safe stopped working and could not keep my log in password. I spoke to atleast three people "off shore" to tried to fix the problem. They reloaded internet security twice with NO RESULTS!! I then spoke to a supervisor"off shore" who promised it would be "kicked up to a higher tech level, and they would call me. It is two months now, nobody has taken the time to try to call me back and fix the problem.

I finally asked to speak to an on Shore person who tried to fix the problem with no results.

Does anybody have any suggestions as to how I can get Symantec/Norton to respond to my problem and finally fix it after 2+months with a person here in the USA.

Barry18h

dickevans · ‎04-08-2008

barry18h wrote:
Two plus months ago I was offered the upgrade to internet security 2012. That is where my problems started. Identity safe stopped working and could not keep my log in password. I spoke to atleast three people "off shore" to tried to fix the problem. They reloaded internet security twice with NO RESULTS!! I then spoke to a supervisor"off shore" who promised it would be "kicked up to a higher tech level, and they would call me. It is two months now, nobody has taken the time to try to call me back and fix the problem.

I finally asked to speak to an on Shore person who tried to fix the problem with no results.
Does anybody have any suggestions as to how I can get Symantec/Norton to respond to my problem and finally fix it after 2+months with a person here in the USA.
Barry18h

Welcome,

Sorry you're having a problem AND that it's taking so long to resolve.

I'm not an employee but I hope to be of some assistance.

Please tell us a bit more about your system - OS and is it up to date? I assume that yor NIS is up to date as well.

Is ID safe the only thing not working for you in NIS?

Because NIS is involved I'm going to request a moderator move this thread to that forum. It will get more eyes looking at it there.

Thanks

Dick
Win7x64 SP1 current NIS V20

barry18h · ‎05-31-2012

Im not that computer literate, but here is the information you asked for, I think.

Microsoft windows 7 Home premium edition

Intel core IS5 CPU

Memory 6GB

Virtual memory 11.6

HP Pavilion dv7

barry18h

albertcwang · ‎01-28-2011

Hi,

Can you clarify on what you mean by Identity Safe 'not working'? Do you still see the Norton Toolbar? What browser(s) are you using? When you go to one of your login websites is there a prompt for you to log into your vault? If you could provide more information on what you're seeing that might help us understand what your issue is.

Regards,

Albert

shannons · ‎01-07-2009

Moved:

Moved to own thread for better exposure.

Kat1949 · ‎06-17-2012

i also had my puter crash a few days ago. it was a refurbished i had i bought about 6 mos ago. therefore, i didn't get any installation disks or the like. i was FINALLY able to use the soft that was inside the puter and get win7 reinstalled. i was able to download 360 from the symantec site. i also had a back up on their website fro 1/2012. so i downloaded the backup. for the life of me i can't get it to download programs to original places. can't get it to download at all. and idenity safe is no where to be found. can i please get some help here as all my bills will be due shortly and i have no way to get into the sites and pay them. this is such a hassle, i could cry.

dickevans · ‎04-08-2008

barry18h wrote:
Im not that computer literate, but here is the information you asked for, I think.
Microsoft windows 7 Home premium edition
Intel core IS5 CPU
Memory 6GB
Virtual memory 11.6
HP Pavilion dv7

barry18h

Barry,

Being an expert isn't a requirement - believe me! [the definition of an ex spert being that an ex is a has been and a spurt is a drip under pressure] spelling changes noted

Now on to your problem. You upgraded products. Did you save your identity safe data before you did the upgrade? Also, did you uninstall the old product before installing the new?

Thanks

Dick
Win7x64 SP1 current NIS V20

dickevans · ‎04-08-2008

rfurman74 wrote:
I have the same problem: When clicked, it reads "the product is inactive".Also, "Unavailable. Browser restart needed" This is in the Norton toolbar. When I click on the 'product inactive' dropdown, it reads "Identity Safe is locked down. . . etc'" It offers a FIX or CANCEL button. Pressing FIX does nothing! I have deactivated the item both in NIS 2012 and reactivated with no result. I have uninstalled IE9 and reinstalled it. It is the 32 bit version running on a 64 bit machine (windows 7 professional). Everything was working this morning until updates.I can still access the file but it is inactive in IE9.

Do you have a fix.

Welcome,

I've asked that your message be moved into a thread of its own so that we don't get suggested solutions, questions and problems crossed up in the message exchanges.

Which product and what version of Norton are you trying to run? Is this a new install, an install over an older product or an install over a different vendor's security product? The answers will help clarify the path to a solution.

Thanks

Dick
Win7x64 SP1 current NIS V20

dickevans · ‎04-08-2008

Kat1949 wrote:
i also had my puter crash a few days ago. it was a refurbished i had i bought about 6 mos ago. therefore, i didn't get any installation disks or the like. i was FINALLY able to use the soft that was inside the puter and get win7 reinstalled. i was able to download 360 from the symantec site. i also had a back up on their website fro 1/2012. so i downloaded the backup. for the life of me i can't get it to download programs to original places. can't get it to download at all. and idenity safe is no where to be found. can i please get some help here as all my bills will be due shortly and i have no way to get into the sites and pay them. this is such a hassle, i could cry.

Welcome,

I've asked that your message be placed in a thread of its own so we don't get confused trying to solve problems for three different users.

Let's start with your running W7 and a current version of 360.

How did you download the backups?
Please try to stay calm so that we can exchange messages without tears.

Thanks

Dick
Win7x64 SP1 current NIS V20

Kat1949 · ‎06-17-2012

dwnldg back-up: went to tasks in norton . figured out which was the one i needed (bcuz it seems norton auotmatically did a back up when i dwnloaded 360 after i got back up and running). hit restore files....clicked o.k.

restore is now in a folder on drive c. i'm not sure what to do next. i've looked for id safe files and can't find them.

tried restoring thru a browser. that didn't work.

couldn't set up id safe. wouldn't take my old password. says now it need a capital letter, number, etc, etc. my old password only had small letters and #'s.

i have done nothing but confuse myself even further.

thanks for resp. so quickly.