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Kudos0

Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

Let me start by saying that I can access the vault from my Android phone, my iPad, and from my Windows 10 desktop without any issues.  I only experience this issue from my laptop, which worked fine with the vault until yesterday.  ISSUE: When I try to login to the identity vault on my windows 10 laptop I am asked for my Norton account email address then asked for my Norton account password. Once I enter the Norton account password I receive a screen asking me to setup a new vault, which, if created will erase my current vault.  I get this issue from Chrome v58, IE v11, and from the Identity Safe app.

Replies

Kudos0

Re: Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

From your image, did you click on Click Here in the Already have a vault section?

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

Re: Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

Yes. I receive a "No vault associated with this account" message.
Kudos0

Re: Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

First thing you need to check is on either computer, check your Documents folder for a folder called Norton Identity Safe Backups. In that folder is a folder with your email as the name. In that folder are backups of your online vault.

As long as you have these backups, you can go ahead and create the new vault by following the directions from the image you posted above. Then you can import the backup into your newly created vault.

If you do not see those backups, please post back.

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

Re: Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

This comment has been moved to its own thread for greater visibility:

https://community.norton.com/en/forums/another-virus-protection-tried-se...

Kudos0

Re: Cannot login to Norton Vault on on 1 PC phone, ipad, other PCs work fine

Hello @RochesterScott-

Sorry to hear you experienced this - please review this post for a service update note and other references to restoring from a local backup: https://community.norton.com/en/forums/missing-vault-issue

Regards,

Matt Powers
Symantec Corp.

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