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Contributor
tngordo
Posts: 15
Registered: ‎11-19-2008

Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Since upgrading to Norton 360 21.1.0.18 (which included a new version of Norton Identity Safe 2014.6.1.2), I am having some problems with the Identity Safe Toolbar in Firefox 24. These problems do not occur with Internet Explorer 10.

 

  1. Some (but not all) of the web pages I go to that I have saved logins for in Identity Safe give me a prompt "Which Login do you want to use?" but Identity Safe does not give me a list of logins to choose. My only options when this occurs are to click on an 'X' to close the prompt or click on "Don't Ask". If I choose the "'Don't Ask", I then get a message that the page will be ignored, which is not what I want. There is no way to choose which login to use for these pages. Under Internet Explorer, I get a list of 2 or more logins that I can choose for that web site.
  2. In Firefox when I click on the "Vault is Open" icon in the Norton toolbar, nothing happens. In previous versions of the Toolbar, when I clicked on the Vault icon, it opened up a menu which included choices like Edit Logins ,etc. Under Internet Explorer when I clice on the Vault Icon, it still brings up a list of choices.

I tried looking through the existing topics in this forum, and while there are lots of topics that list problems with the new Identity Safe, I could not find any that matched my situation.

yank
Posts: 9,371
Kudos: 2,057
Solutions: 470
Registered: ‎12-02-2009

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Hi tngordo,

 

I must admit I have not heard of this situation on the forums either.  I am not a daily user of FF (for other than troubleshooting purposes), but I would like for you Close FF and your vault, then go to IE and open your vault.  Now open you FF and the Vault shold show as Open - does it?

 

Also I assume you have the Norton Toolbar displayed on FF 24 since you says the Open vault does nothing.

Contributor
tngordo
Posts: 15
Registered: ‎11-19-2008

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Yank, thanks for the response, but I think you may have misinterpreted the second symptom in my post. I'm not having a problem opening the vault on Firefox. In fact, if you read back at my original post, I said that when I click on the 'Vault is Open' part of the Toolbar nothing happens.  It does not say 'Vault is Closed'.

 

 

yank
Posts: 9,371
Kudos: 2,057
Solutions: 470
Registered: ‎12-02-2009

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Hi tngordo,

 

Yup - my bad, I misunderstood what you said, you said it quite clearly and I can see that now that you have corrected me!  Thanks, although I am not sure knowing the correct situation will permit me to assist you. 

 

I believe if everything is working OK in IE and you click on Vault is Open in IE and get the drop down and the options, then your install of N 360 and ID Safe within that install should be OK.   That would leave something within FF - bearing in mind I am not an expert in the FF area, from what I have seen in the past, I would suggest a clean install of FF 24.  Unless you desire to upgrade to FF 25, then the upgrade may Fix it.

Contributor
tngordo
Posts: 15
Registered: ‎11-19-2008

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Update:

My first problem (where Identity Safe did not provide a list of logins when I get the "Which Login do you want to use" went away when I turned off hardware acceleration in the Firefox options. I saw that suggestion in another topic on this forum. Still seems like a problem between FF and Identity Safe, but at least I have a temporary workaround.

 

On the second problem, I updated to Firefox 25, but the problem where I click on 'Vault is Open' and nothing happens was not fixed. The only exception to this is that it works the first time after I restart Firefox but after that clicking on 'Vault is Open' does nothing.

 

So it looks to me like there are at least 2 issues involving the latest Toolbar and Firefox. Everything continues to work perfectly with Internet Explorer. I hope the Norton folks can look into this.

yank
Posts: 9,371
Kudos: 2,057
Solutions: 470
Registered: ‎12-02-2009

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Thanks for the feedback.  I saw somewhere on the boards that a "clean install of FF 25 "cleared a problem situation". As I recall it, the OP did an update of FF 25 and had a problem, then did a clean install of FF 25 and the problem was gone.  That is basically why I suggested a clean install of FF 24.  since I am not a user of FF, I would assume that woudl be a total uninstal and then a clean downlaod and install - but a FF user would know better than I do.  Just a suggestion. 

Contributor
tngordo
Posts: 15
Registered: ‎11-19-2008

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Yank:

I uninstalled Firefox 24 and then did a clean install of Firefox 25. No difference.

 

I guess I'll just deal with this until it eventually gets fixed. I can't believe that this problem is unique to me and I'm not even going to entertain any ideas of uninstalling Norton 360 or any other such major surgery.

 

In the meantime, I can minimize the problem by getting rid of some duplicate and/or similar logins so that I don't encounter the "Which login do you want to use?" prompt very often.

 

Thanks for your attempts to help me. I will monitor the forum for any other similar issues (or maybe other users will see this post and say "Me too".

 

 

yank
Posts: 9,371
Kudos: 2,057
Solutions: 470
Registered: ‎12-02-2009

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

Sorry I wasn't more help! Please post back if you get (find) a solution as it may help others.
Contributor
aclorenzo
Posts: 26
Registered: ‎11-04-2013

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

I didn't post to this.  Why am I getting it.

F4E
Posts: 2,800
Kudos: 541
Solutions: 117
Registered: ‎05-23-2009

Re: Problem with Firefox and the new Identity Safe with Norton 360 21.1.0.18

[ Edited ]

 Hi tngordo, the Norton Toolbar in Firefox has no drop down options. Once the Vault is opened, all the options and tabs are accessible from inside the vault UI.

Windows 7 64 Bit Sp1 NIS V 21.2.0.38