Norton Toolbar / Norton Identity Safe

[bill_flynn]

I recently moved my Identity Safe data online.  Everything went fine with my first two computers.  When I tried to do this on my third, laptop computer it failed when logging in to my Norton Account.  The message that appears says, "Failed to log in to your Norton Account.  Please check the supplied credentials."

I ran NIS 2012 Autofix but that didn't find any problems and did not change this behavior.

I searched here and on the Internet in general but have found no solutions.  Has anyone else experienced this problem and found a solution?

Thanks.

[yank Trojan Terminator]

Hi bill_flynn,

A question I must ask - are you sure you are using the correct email address and the correct  password for your Norton Account? 

That said I have found that normally, if I a signed into my Norton Account on other systems, that I remain signed in and ID Safe asks for my online vault password - which is in fact different (or should be) from your Norton Accoutn password.

Sorry if this isn't any help - but like I said - I had to ask. 

[bill_flynn]

Thanks for you suggestions.

As I mentioned in my original post, I did this on two other computers without a problem.  So, yes, I am using the correct email address and password for my Norton Account login.

Identity Safe accepts my vault password without a problem.  My vault password and my Norton Account password are different.

[yank Trojan Terminator]

---

bill_flynn wrote:

Thanks for you suggestions.

As I mentioned in my original post, I did this on two other computers without a problem.  So, yes, I am using the correct email address and password for my Norton Account login.

Identity Safe accepts my vault password without a problem.  My vault password and my Norton Account password are different.

---

I am still confused as to why if you have already logged into your Norton Account that you are not staying logged in when going to the "problem" system.  I can reboot/shut down/restart my system and remain logged into my Norton Account.  As the screenshot shows, I am logged into my Norton Account (blacked out for obvious reasons) and have the option to log into my online vault or select my Local Vault.

Where as you can have a Local vault for each user and that vault can be customized to suit each of those users, you only have one online vault - which is used for all systems tied to that Norton Account.

Please tell us which Norton product and version you are using.

That said, have you tried to open your Norton product and log into your Norton Account via Account on the main page?  If you successfully log in there, then you should receive the page above and be able to log into your online vault.

[bill_flynn]

Thanks again for your helpful suggestions.

On my two desktop computers I see exactly the same behavior you do.  If I'm already logged into my Norton Account on one desktop then I don't have to login on the other desktop.

But my laptop doesn't see that I'm logged into my Norton Account and when Identity Safe asks me to log in it fails.

I'm using Norton Internet Security 2012.

I am able to log into my Norton Account via the Account link on the main page.  I can also log into my Norton Account via https://account.norton.com, but it still fails on my laptop when trying to login via Identity Safe.

[dpohlma]

I am having the exact same problem as you. Typical tech support response of "It is the user stupid" as yours. Maybe now that 2 documented cases will result in an acutal solution to the problem instead of blaming the customer. I have subscribed to your thread and if you look for my user name of dpohlma who poseted on 9/2/2012 at 8:40 on this same forum topic you might want to subscribe to mine as well.

[peterweb Worm Eliminator]

---

dpohlma wrote:

I am having the exact same problem as you. Typical tech support response of "It is the user stupid" as yours. Maybe now that 2 documented cases will result in an acutal solution to the problem instead of blaming the customer.

---

In case you were not aware, Yank and I, along with most others you see posting here, are just volunteers who are trying to help other users like yourself. We are only passing along the experiences we have had with the Norton Products. Actual Norton employees have their names in red letters.

As I noted in the post you refer to, we can only diagnose a problem by asking questions. Some questions are very basic, but they need to be asked because we cannot see the user's computer. When the user provides the answers, we move to the next suggestion.

[yank Trojan Terminator]

@ bill_flynn

I have requested assistance from prasanna_a who is a Norton employee and has helped in the past with ID Safe situations that go beyond my range of knowledge.   I am not sure when they will get to the PM I sent, so please be patient.

FWIW,  I was ready to suggest a clean install of NIS on your laptop, but ldecided to seek assistance, so let's wait until prasanna_a  responds.

[bill_flynn]

Thanks, yank.  I appreciate your assistance and referral to prassana_a.

I was thinking of re-installing NIS 2012 myself, but didn't because Autofix didn't find anything wrong.  I'll wait to hear from prasanna_a.

[yank Trojan Terminator]

---

bill_flynn wrote:

Thanks, yank.  I appreciate your assistance and referral to prassana_a.

I was thinking of re-installing NIS 2012 myself, but didn't because Autofix didn't find anything wrong.  I'll wait to hear from prasanna_a.

---

I agree waiting is a good plan at this time - BTW, Autofix not finding anything wrong, does not mean a reinstall may not help.  There are areas that autofix can not see, as it only checks the installation.  If it is installed correctly and there is something wrong in another area of the program (like LiveUpdate, or ID Safe etc) it will not flag it.