10-30-2012 10:58 AM
Dell Studio XPS
Windows 7 Professional, SP1
Intel i7, 2.67 GHz
8 GB RAM
Browsers, IE 8, Google Chrome
I have been working with the problem of Identity Safe causing any browser I use to crash for the last two week and spent over three hours on chat and remote access by support without finding a cause or solution. Was referred to a case manager, but he or she never picked up on the remote access or chat. Waited over an hour before disconnecting.
On my own I have update both Windows and Norton Internet Security, run full system scans using Norton, Vipre Rescue Scanner, and Spybot Search and Destroy from thumb drive. Ran Norton System Recovery and Power Eraser too. No viruses or malware found.
Rolled back IE 9 to IE8 thinking that there might be a problem with IE 9 and Norton Internet Security; incompatibility, same result. Signing into Identity Safe causes the browser to freeze. The only way to un-freeze and close the browser is through the Task Manager.
Confirmed that either disabling Norton and or not attempting to sign into Identity Safe allows me to use either IE 8 or Google Chrome.
This problem started occuring when I updated Norton Internet Security. Current version stores Identity Safe online.
I've seen others have had this same problem. Has any solution yet been found?
10-30-2012 12:54 PM
I have the same problem. web browsers freeze, unable to access identy safe. have uninstalled Norton and reinstalled, gone through all the hoops, no satisfaction from helpline. Unable to access saved identity safe. system is time consuming and not acceptable. The online system is not working, I am unable/unwilling to devote any more days to this. please fix it or loose customers.
10-31-2012 01:55 AM
This needs fixing and quick.
The browser freezes, only when you try to login, with Vault open. Closing the vault solves it, but then you have to manually enter all the login details, which is the worst part. This is a problem on any browser. I've had ti freeze on IE, firefox and chrome.
Please fix this soon.
10-31-2012 09:19 AM
Did you lose your old Identity Safe when you updated/upgraded. I did.
When I was updating to the newer version of Norton Internet Security, I had to access my old Identity Safe to copy/transfer/sync my usernames and passwords to the new version. Unfortunately, the update system online told me I needed to enter a stronger password and did not seem to allow me to access the old Identity Safe with my origional password. I figured the password change/update would allow me to access the old usernames and passwords via the new (online) Identity Safe, so I created a stronger password. Unfortunately, that created a whole new Identity Safe online, empty.
Unless I can find out some way to access my old identity safe, I've lost passwords that I no longer remember as I've become dependent on Identity Safe (Using it for at least six years and been a customer of Symantec for over 20 years).
10-31-2012 10:01 AM
Eu sou português (I am from Portugal) e aconteceu-me o mesmo.
Solicito à Symantec o favor de resolver este problema, pois tenho passwords que não consigo me lembrar e vou perdê-las.
Tive de desabiliar o Cofre (Vault) para poder navegar na net. AJUDEM - HELP!!!!!!!!!!!!!
11-01-2012 07:29 AM
This has been an ongoing problem. Has anyone been able to fix this problem?
It is not clear yet who is responsible for this problem and yet we, the users, are still stuck with this problem.
I am working on chrome and all of a sudden I get the familiar "norton identity safe has crashed chrome." Now, somebody mentioned DISABLING Identity Safe as an option.... but that is one of the reasons we purchased Norton. Why disable it?? We need the protection, kwim?
Very inconvenient problem. Please, help.
11-01-2012 07:58 AM
I was on with support chat and LogMeIn for over six hours yesterday and while we could not determine the exact cause of the problem or trigger, we believe it has to do with synchronizing Identity Safe which moves all Identity Safe data to the online Identity Safe. The following are the notes we compiled describing how we resolved the problem: (should be under case No. 05561484)
Note: Do not synchronize the local vault to the online vault as it will transfer the files automatically to the online server. If prompted by the Norton product DO NOT CLICK ON SYNCHRONIZE. It seems that the problem with Identity Safe freezing browsers might be cause by or resultant from synchronization.
Note: While this solution did allow me to use Identity Safe in Internet Explorer, we were not able to recover or import my old Identity Safe data. The process that resulted in the problem resolution had me setting up a new identity safe and re-populating it with usernames and passwords.
1. Remove the Norton 2013 thru Control Panel> Programs and Features.
2. Download the Norton 2012 product thrrtu www.norton.com/nis12 and install.
3. Restart PC.
4. Installed the Norton 2012, run the liveudpate.
5. Restart PC.
6. In your Norton Product, go to settings> web> Identity Safe.
7. Try logging in to Identity Safe using your old (original) username and password.
8. If Norton request you create an Identity Safe profile, follow the step to create it.
9. Once created, save (re-populate) usernames and passwords again in the Norton Identity Safe.
10. Backup the identity safe by going to identity safe> settings> export data.
11. It will prompt to save, save it in Desktop.
Note: You have just saved Identity Safe data that is stored locally.
12. Download Norton removal tool thru www.symantec.com/nrt, install and run to remove Norton 2012.
13. Redownload Norton 2013 thru norton.com/download, install.
14. Installed the norton 2013, activate and run Liveupdate.
15. Restart PC.
16. Go to identity safe again and then click on configure it will give step by step screen navigating you to save it in the online vault.
NOTE: You will be asked to synchronize the subscription, do not. Keep the local vault. Select keep local vault.
17. You will now have the IDsafe saved in the local vault instead of the onlive vault.
Internet explorer freeze upon accessing website:
- disabled the shockwave player add on and Internet Explorer does not freeze upon signing into Identity Safe.
Note: There may be add-ons that cause problems if not fully updated. I updated Shockwave and then enabled it with no more problems.
The apparent problem with Scynchronization has not been solved and has been escalated to Symantec/Norton according to the Tech. I was working with yesterday evening.
11-01-2012 10:10 AM
Can you please gather log file for this issue and send it to me, so I can pass it to the concerned team?
Here is how you can collect it:
1) Visit the below site:
2) Make one change to the steps listed:
Step 2.6: Check all the advanced options except Turn on Debug Logging.
3) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.
Let me know when you have the logs ready, I will help you to upload it.