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Password Manager server issue

When having issues with my Norton Password Manager always wanting my password and wouldn't let me set a new PIN to be able to go back to using TouchID to access my vault, I was advised to uninstall the Password Manager app, restart my phone then reinstall the app. Since doing that, I cant even get past the "Agree & Launch" page to enter my password or anything! I have set up Password manager on my iPad Mini and that works fine but on my phone it keeps saying "Error while communicating with server" and gives me the option to Retry or cancel. Neither option does anything I can use the app on my iPad Mini fine but it means carrying that around with me all the time! My phone was much more convenient. My case has been escalated to the 3rd level but then I was told that they don't support free apps! Please help as I have so many passwords stored there, I don't want to have to change password keepers!

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Re: Password Manager server issue

I'm having same "Error while communicating with server".  However that was only noticed today.  Initially I noticed that I could not activate a new pin when I changed my password and wiped the pin a few weeks ago.  Very strange behaviour.  Perhaps Symantec should take a good hard look at the iOS app.  I too have deleted app and tried over.  No luck.

iPhone 7 128Gb / Canada /iOS 12.1

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Re: Password Manager server issue

It’s interesting that other people are now having issues as well. Looking back, the PIN issue might have started with the latest update then things have gone downhill from there! Previously I had noticed the app would randomly start asking for my password instead of letting me use TouchID but it would go back to letting me use that if I set a new PIN. Now I can’t set a new PIN on my iPad so have to keep inputting my password! At least I can still access NPM on my iPad.
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Re: Password Manager server issue

Seems when you can't use the touchID it's going to stop working. I ended up having to uninstall and reinstall. Very strange as it's a new ipad and only a month old. 

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Re: Password Manager server issue

Yes it is strange. My iPad is only about a month old as well. NPM worked fine initially then stopped letting me use TouchID or PIN after a short time. Thank goodness I can still get in with password!
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Re: Password Manager server issue

Same basic issue as described in the previous posts.  I first noticed the touch and pin features of NPM where not functioning. In an attempt to correct the issue, I deleted and then reinstalled NPM.  Now, I cannot access NPM vault at all. I am asked to enter my "Norton Account" username and password and on doing so, I do receive my PIN for two factor authentication.  However, when I enter the PIN and click to verify, I am looped back to the "account" login screen, not the vault login screen.  NPM used to work great and I suspect my update to ios 12.1 may have created the problem but I don't know for sure.  Any progress being made on resolving the NPM app? PS - The vault on my windows desktop is working fine.

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Re: Password Manager server issue

Hi DoughboyKC, my issues started just after the last update of NPM before I updated to iOS 12.1. I can’t remember which version of iOS 11 I had before though. Like you, I can still use NPM on my laptop and iPad just can’t set a PIN on my iPad. Having never used it on my laptop prior to these issues, I don’t know if I could have set a PIN or just had to key in password all the time. Also like you, I really hope they can fix it soon!
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Re: Password Manager server issue

Same problem here... NPM in my Iphone. IOS 12.1

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Re: Password Manager server issue

Hi Sergio, sorry to hear you’re having the same issues. I get the same screenshot when I try to log in. I really hope they can sort it out soon. I’m getting tired of having to carry my iPad around all the time cos I can’t access NOM on my iPhone 7plus!
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Re: Password Manager server issue

Hi Jayne. I really don not know what is going on.... it was working perfectly few weeks ago... I am using another phone, Android one...

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Re: Password Manager server issue

The login issue still exists.  Although I am not getting the server error message, I am still stuck in the account login screen which is necessary to access my vault.  I enter my credentials, the two factor authentication code, and am then sent back to the login screen again.  I can login to my Norton account on the same phone using Safari and tried accessing the Password App in that manner but it didn't work.  I was still referred back to the app's account login screen and the loop starts again.  I have deleted all the phone caches, performed a soft reset of the phone, deleted and reinstalled the app, plus a couple of other things I can't remember.  I am out of ideas. Bummer!!

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Re: Password Manager server issue

Hi @Jayne MonkmanSérgio Lima & @DoughboyKC,

We have released Norton Password Manager 6.0.292 update for iOS available via app store. Can you please update Norton Password Manager app to latest version and let us know the issue fix status?  

Sunil_GA | Norton Forums Administrator | Symantec Corporation
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Re: Password Manager server issue

Thanks for the notification about the update.  I have updated the app as requested.  Unfortunately, the issue still persists.  I am still locked into the login loop.  I assume there are individuals running iphone 7 - 12.1 ios and NPM successfully or this would seem to be a bigger discussion item.  I am thinking there maybe a residual corrupt file on my phone that is not getting deleted when I delete and reinstall the app, but I certainly don't have the technical expertise to come up with a solution. 

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Re: Password Manager server issue

DoughboyKC

How are you deleting the app? Are you using the iOS Settings - General - iPhone Storage, then scrolling down to NPM app and deleting it from there? That is supposed to delete the app and all related data.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Password Manager server issue

Back on business.... working perfectly... thank you all!

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Re: Password Manager server issue

Hi Peterweb,

I have tried deleting the app through both the wiggle screen and through the process you described previously.  When trying to login, my screen does flash a couple of times like perhaps the login sequence is being rerouted.  Again, makes me think it might be something residing on my phone but don't know for sure.  

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Re: Password Manager server issue

DoughboyKC:

Hi Peterweb,

I have tried deleting the app through both the wiggle screen and through the process you described previously.  When trying to login, my screen does flash a couple of times like perhaps the login sequence is being rerouted.  Again, makes me think it might be something residing on my phone but don't know for sure.  

Do you restart your device between the uninstall and reinstall?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Password Manager server issue

Whoohoo it’s working again!! I can successfully log in, set up a PIN and use Touch ID on my iPhone again. Will update my iPad later as I assume it’s best if I update the iOS first? My iPad is still running a version of iOS 11 but I can’t remember which one.
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Re: Password Manager server issue

Ok, I now have access to my vault.  The problem, it seems, may have been related to my 2 factor authentication process.  When I turned off that feature in my Norton account, I was allowed to access my vault without problem.  I am not sure why I didn't think of this earlier but when I intentionally entered an incorrect authentication code, I didn't get an error message, it just took me back to the same login screen. Very suspicious.  Hence, I turned off the two step process and "whalla", I was in.  Thanks for the discussion.

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