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Kudos0

cannot log in to Identity-Safe on one machine but can on other machine

Two different computers:  Windows 7, Google Chrome and Firefox;  Windows Vista, SlimJet browser (based on Chrome) and Firefox.

Identity-Safe allows log in without any trouble on the Vista/SlimJet computer, but will not allow log in for the 7/GoogleChrome machine.  Instead, a dialog opens saying that a new password must be created and all log-in combinations will be deleted, lost, and I will need to recreate them.  No opportunity to make log-in backups for Vault because I first need to log-in to Identity-Safe/Vault to do this.  This is a problem  or at least seems bad and is not understandable.  Why is this? What is happening?  Why this trouble on one machine but not the other machine?

Replies

Kudos0

Re: cannot log in to Identity-Safe on one machine but can on other machine

On the troubled device, open your main Norton product and look for your name or email address at the top right. Click on that, and click Sign Out.  Then restart your computer, and try logging into your vault again.  You will have to enter the email and password for your Norton Account, and then you will be prompted for your Vault password.

PS

You should go to your vault from the Vista machine and do a backup from there. Put it onto a thumb drive and you can use that to restore the vault on either of your machines should it become necessary.

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

Re: cannot log in to Identity-Safe on one machine but can on other machine

peterweb, the time now is too late for your advice for the affected account or machine; Norton remote support assistance took care of some files on the affected machine, guided me through a new Vault Cloud account, removed and reinstalled Norton 360, and we rechecked to be sure we could sign-in to the Vault Cloud account and that logins would automatically be filled in.  Remote Supoort Assistance was the way, with guidance where needed.

Not certain yet, but the other machine and its accounts use LOCAL Vault and this may be why the difficulty has not happened there.  Cloud Vault requires a new and more detailed set of password specifications.

Kudos0

Re: cannot log in to Identity-Safe on one machine but can on other machine

Hello

If you want  to get back your local identity safe, please follow the instruction found in this thread.

https://community.norton.com/en/comment/6298061#comment-6298061

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.

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