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Kudos0

Always have to enter vault password

I'm using Norton IDSafe 4.0.8 on an iPhone 6 running iOS 8.4.

For the last few days the app has always required me to enter my vault password -- it will not let me use TouchID or a PIN.

I have tried setting up a PIN (which the app says is successful), deleting the PIN and creating a new one (supposedly also successful), signing out of my Norton account and back in, deleting the app and reinstalling it, and restarting the phone. I tried disabling Wifi and using cellular in case there is a connectivity issue with the former.

If I try to use TouchID, the app tells me I have to set up a PIN first, which I did moments earlier. If I try to log in using a PIN, it tells me I can set one up from Settings.

I can still open my vault using the password, but that's a pain because of the complexity of it.

Replies

Kudos0

Re: Always have to enter vault password

I just noticed that "Pull to Refresh" (in order to resync the vault contents) also doesn't work, it just spins forever. It doesn't time out, I have to close the app and then need to re-enter my vault password to access the app.

Kudos0

Re: Always have to enter vault password

Try clearing the cache for the ID Safe app. Then restart the phone. I'm not sure if a reinstall removes the cached info fully.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Always have to enter vault password

I don't see a place to do that. It's not under Norton IDSafe in the iOS Settings, nor is there a way to do it under Settings in the app itself. If you are talking about forcing the app to refresh the vault by pulling down while viewing the list of logins for instance, I've already done that, and I get a animation that spins forever.

Kudos0

Re: Always have to enter vault password

Sorry. It must be my memory failing again. I thought there was a way to delete the cache, but as you say, I cannot find it anywhere.

Did this just start after updating IOS to 8.4?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Always have to enter vault password

No, I updated to iOS 8.4 the day it came out, and I have used TouchID since then to log in. It also still works on my iPad Air 2, which is also running iOS 8.4.

Kudos0

Re: Always have to enter vault password

I have Norton IDS Version 3.4.0 running on my Samsung Galaxy S5 running Android 5.0. I first reported this same issue to the Google Play Store on June 1st. Although I had previously entered a PIN and used it successfully to unlock the vault when I first open the app, there came a time where I entered it, it claimed the PIN wasn't set, then switched to password mode. I assumed this was because of an auto-update which cleared the PIN. I reset the PIN and things went back to normal for a while. Several times over the past month this has happened and I now believe it is a bug. I have even captured screenshots.
Kudos0

Re: Always have to enter vault password

And just like that, with no changes on my part, TouchID and the PIN are working again this morning.

I don't know if there is a problem with the backend infrastructure, but I've done nothing further on my phone to try to fix it.

Kudos0

Re: Always have to enter vault password

Thanks for letting us know.

If you did not restart your phone or make any other adjustments, it would seem to indicate some kind of server issue.

Let's hope others with this issue see the same result you have.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Always have to enter vault password

Motorola Droid Turbo running Android 5.1, Identity Safe 3.4.0  - I'm having the same issue as Jonathan.

At least once a week I find myself having to enter the password because the PIN has been disabled for some reason.  I have to reestablish the same PIN again. All I wanted was quick access to a sign-on I had recorded in the vault.   Since the password is deliberately much more complex than a PIN, having to tap out that string just to get to the other info is a serious pain not to mention the fact that if I want to re-establish the PIN, I have to re-enter the password to get to that function.

Kudos0

Re: Always have to enter vault password

HI BAHound,

I am running Norton Identity Safe version 3.5.0.634 on my Moto X (2nd Gen) with Android 5.1.  I am not experiencing the same situation with the PIN - mine has been working fine.

See the product announcement:

https://community.norton.com/en/blogs/product-update-announcements/product-update-norton-identity-safe-350634-android

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