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Kudos0

Can not sign in Identity Safe Vault

I use Identity Safe on a few of my computers. I can access the Vault on all other computers except one. On this computer, when I try to sign in by entering my email address, the background vault keep spinning for hours. It doesn't even ask me for password. What can I do to make this work?

Replies

Kudos0

Re: Can not sign in Identity Safe Vault

Hi nortonuser123,

On the computer that does not permit you to sign in, we need more info, such as operating system,  Norton product installed and version (Support > About from main page), or if you are using the Stand Alone ID Safe.  As much info as  possible you can provide, the better we can assist you.  Also do you have a Local Vault, which does not require your email address and password for your Norton Account prior to entering your Vault password, or an Online Vault?

Kudos0

Re: Can not sign in Identity Safe Vault

Hi,

I am using Windows 7 Professional, Norton Internet Security, Version 21.6.0.32. I don't have a Local Vault. 

Kudos1 Stats

Re: Can not sign in Identity Safe Vault

Hi Nortonuser123,

Can you try logging into https://identitysafe.norton.com/ with same credentials? 

Thanks,

Senthil

Kudos0

Re: Can not sign in Identity Safe Vault

Yes, I can log in through https://identitysafe.norton.com/

Kudos0

Re: Can not sign in Identity Safe Vault

I have attempted to re-install Norton. Still doesn't work. Not sure what else I can do to make it work....

Kudos0

Re: Can not sign in Identity Safe Vault

Did the reinstall go smoothly, complete, and activate?

Does the Norton Icon in the System Tray display a green checkmark?

Which Browser are you using?  Are you asking it to also save your passwords?

Kudos0

Re: Can not sign in Identity Safe Vault

Yes, re-install went smoothly. The system tray has green checkmark. I use both Google Chrome and Firefox. And Yes, I ask them to save my password because Norton isn't working on this computer. I do not think that it is browser related though because I don't need any browser open to try to log in. Basically, I right click on the system tray to open up Norton. Then go to Identity Safe, then click on Configure. It will ask me to Sign in or create account. I enter my email address to sign in, and the background just keeps spinning. 

Kudos0

Re: Can not sign in Identity Safe Vault

Curious - can you check Prpgrams & Features and see if there is an entry for Norton Identity Safe.  I am asking this as your comment re "click on Configure in the system tray" does not exists on my NIS installation!

Kudos0

Re: Can not sign in Identity Safe Vault

What I meant was: right click on system tray to "Open Norton Internet Security" ~> "Settings" ~> "Web" ~> "Identity Safe" ~> "Configure"

Kudos0

Re: Can not sign in Identity Safe Vault

OK - I'm not lost anymore - I see what you did - but have you looked in Programs and Features to see if there is a separate entry for Norton Identity Safe.

Kudos0

Re: Can not sign in Identity Safe Vault

No, there is no separate entry for Norton Identity Safe in Programs and Features. Only Norton Internet Security.

Kudos0

Re: Can not sign in Identity Safe Vault

I  feel the following may be worth a try.

Please open Run by pressing windows key + R -> devmgmt.msc -> View Show

Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen

If you have Identity Safe data Export it ->

Go to Control panel uninstall NIS ->select the second option to

completely uninstall ->restart -> Run Norton Removal Tool -> Restart ->

Go to the maximized page -> if you find   NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec

Data Store to SymEvent (entries starting with Sym)  ->right click on them

click uninstall -> For the Restart prompts select no -> Goto Program files

if you find Norton Folder delete it -> Go to Run ->type temp ->Delete all

the files in there -> Run -> %temp% ->delete all ->Now Restart the PC -

>Install Norton Internet Security ->Run Live Update until you get no updates found

message - Please note this download is for version 21.5 and LiveUpdate will provide you with the update to 21.6.0.32 ->restart PC

Let us know how it went for you.

Kudos0

Re: Can not sign in Identity Safe Vault

Unfortunately, it didn't work. 

As I go through each step, I did not find the following:

NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec

Data Store to SymEvent (entries starting with Sym)  ->right click on them"

Kudos0

Re: Can not sign in Identity Safe Vault

Did you find and open Non-Plug and Play Drivers?   If you cant find that folder, you need to display Hidden Devices (View and then Show Hidden Folders).

Kudos0

Re: Can not sign in Identity Safe Vault

Yes, I did find Non-Plug and Play Drivers. But could not find NAVENG, NAVEX15 after uninstalling NIS and also run Norton removal tool.

Kudos0

Re: Can not sign in Identity Safe Vault

The idea was to remove them (if they were there in case they were corrupted), but it is my understanding that they will be recreated after a reinstall.  Did you continue with the rest of the instructions?

Goto Program files

if you find Norton Folder delete it -> Go to Run ->type temp ->Delete all

the files in there -> Run -> %temp% ->delete all ->Now Restart the PC -

>Install Norton Internet Security ->Run Live Update until you get no updates found

message

Kudos0

Re: Can not sign in Identity Safe Vault

Yes, I have deleted the files in temp. Reinstalled NIS. Ran Live Update until no updates found.

Then tried to log in Identity Safe. Same thing. The back ground keeps spinning, nothing happens.

Kudos0

Re: Can not sign in Identity Safe Vault

yank:

Curious - can you check Prpgrams & Features and see if there is an entry for Norton Identity Safe.  I am asking this as your comment re "click on Configure in the system tray" does not exists on my NIS installation!

Did you ever check to verify if there was a separate entry?

Kudos0

Re: Can not sign in Identity Safe Vault

Yes, I did check. And no, there is not a separate entry for Norton Identity Safe.

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