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Kudos0

Cannot Now Open Identity Safe From Within the Norton UI?

Hi,

I have a problem whereby I cannot now open my vault directly from the Norton UI. I am using Norton Security on W10 Home. Every time I click on it a message appears saying 'Upgrade your Identity Safe extension' but clicking the button does nothing. I can see my log in box underneath but can't access it. I am on Norton V.22.12.1.14

I have already posted on the 'Norton Toolbar/Norton ID Safe Forum as my toolbar is totally screwed, but I feel this is a slightly different issue as it directly impacts on the Norton product. There is no way I can access the vault at all. I am using the cloud version.

Any ideas?

Regards

Replies

Kudos1 Stats

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Is there not a little X at the top right of that message? I saw that and just X'd out of it and continued to my login to the vault.

Things happen. Export/Backup your Identity Safe data.
Kudos1 Stats

Re: Cannot Now Open Identity Safe From Within the Norton UI?

No, not on the message itself. The screen just under it with the log in facility has one in top right corner but clicking that doesn't do anything except give a little sound? I have to hover over the Norton icon on the task bar in order to get rid of it but that closes the log in page underneath too!

Kudos1 Stats

Re: Cannot Now Open Identity Safe From Within the Norton UI?

What happens if you open IE and click on the Open Vault link there?

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Hi Krusty,

Same thing! That message appears just as it does when I use Chrome. Seems strange that I can't access it from with the Norton UI too.

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Yes that is strange.  Sorry Brummie but I don't use ID Safe at all anymore so can't really offer any suggestions.

Best of luck!

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

This is what I see if I log into my local vault from the Norton UI. Clicking the X closes the dialog and takes me to my list of logins.


And this is what I see if I log into my cloud vault from the Norton UI. Clicking on Keep Both dismisses the message and shows my logins.

If you are seeing something different, can you post a screenshot?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Hi peterweb,

This is what I always see,

As I said I'm on the cloud vault and as you can see there is no 'x' to close the window and I get this from IE as well as Chrome. It also shows from the toolbar when I click 'Vault is closed' button. Either way the vault cannot be accessed. That 'Upgrade Now' button bottom right does absolutely nothing either.

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

What happens if you click on Learn More?

You should also be able to click on Install in (browser name). It will redirect you to the add ons/extensions page for the browser. You will not get anything installed unless you click install from that redirect. Then, as you have clicked on Install, the message may go away.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

If I click on 'Learn More' it just says 'To get the latest Norton ID Safe extensions, run LiveUpdate' then tells you how to do this and then when all protection updates are done to restart pc? 

No redirects work on that message window I posted.

Not sure just to delete the thing altogether from my extensions page in Google and then get the new one from there?

Accepted Solution
Kudos1 Stats

Re: Cannot Now Open Identity Safe From Within the Norton UI?

You could try that, but it still may not stop the messages.  It is strange that the links do not work. Are you using a Windows Admin account to test this?

It might be time to clean up your Norton installation using the Norton Removal and Reinstall Tool.   www.norton.com/nrnr   

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

I am using a Windows Admin account! I think I will go along with what you advise and run the 'NRNR' tool as I was also thinking to give that a run first before trying anything else. Hopefully I will be able to get back to you with some positive news.

Regards

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Well, I ran the NRNR tool this morning and after a few restarts success, or at least I can close that 'slightly different window' that was blocking my sign in and can now open the vault from the Norton UI and log in ok. I am now on Norton Security V.22.12.1.15 

In the vault settings IE showed I needed to enable the extension, and Chrome showed 'Extension not installed'. (The button 'Install Extension' didn't do anything when clicked). I sorted the IE toolbar and vault extension OK. When I went into Chrome and clicked the new icon to the right of toolbar I got the same error 404 message from Chrome which I had earlier if you remember, however, as soon as I opened another tab in the browser, there is the Norton toolbar and the vault shown as open! I tested it and it works ok. 

In the Chrome extensions page, I am still shown as using V.1.0.5

Question now is do I uninstall this and get the newer offering or leave things be for now? 

My Norton Vault settings still show Chrome as 'Extension not installed'

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

brummie:

Question now is do I uninstall this and get the newer offering or leave things be for now? 

Hi brummie,

It's your decision, but my experience has been that a significant number of my website logins do (did) not work under the updated Norton Chrome extension.

FWIW, The recent Norton v.14 LiveUpdate debacle that damaged (removed) all the Windows Scheduler root-level process event entries/definitions caused me the need to to recover my (and my client's) systems by restoring them back to points in time prior to the v.14 release - this was done using full system HD recovery images. Anyway, taking this recovery action, aside from remediating the Scheduler damage, also had the added benefit or reverting the Norton Chrome extension back to the 1.0.5 version which again now permits these websites to work correctly with the Norton login filler.

brummie:

My Norton Vault settings still show Chrome as 'Extension not installed'

Mine too - but FWIW, it was misreporting this (on my systems) when the updated Chrome extension was installed as well...

Cheers!

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Question now is do I uninstall this and get the newer offering or leave things be for now? 

Have you heard 'If it isn't broke, don't fix it'?   

If you really want to move to the new version of the Chrome extension, just go to the Chrome extensions and if you do not see a version 5.2.1.2, click on get extensions. Then search for Norton Identity Safe and that will bring you the new extensions. If you do install the new version, you should disable the old v1.0.5, as having the two enabled has caused strange issues in the past. You will lose access from the Toolbar by doing this.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Hi avjohnnie,

Thanks for that information regarding V.1.0.5 and the fact some of your logins didn't work with the new extension. You obviously had a torrid time, to put it mildly, recently with this gigantic cock up by Symantec and their duff updates! Will stick with what works good for now.

@ peterweb,

You made me laugh mentioning that old saying as I also thought of that when writing my message to you this morning! I will indeed stick with what I have now as it's working just like it was before, certainly before that killer update version was foisted onto us. Thank you so much for your kind help these past few days.

I will mark this thread as solved.  Also gave you a kudos ;)

Have a great evening

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

You are welcome. 

As always, good to hear we gave some useful information.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Hi peterweb,

Maybe I spoke too soon, as of this morning, my toolbar disappeared in Chrome, so I checked the 'toolbar and ID safe' forum and sure enough, another toolbar update has been rolled out to V. 2018.13.2.22 and it would appear that it has decided to hide itself from many other users systems as of this morning too! 

I logged into my vault from the Norton UI and then tested out a web page in Chrome and indeed the login process still works from the vault even though toolbar is hidden?

https://community.norton.com/en/forums/identity-safe-toolbar-2

Oh dear, happy days again lol.

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

ME TOO !!!! THIS SO CALLED UPGRADE SUCKS.

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

The new Toolbar version is announced in this thread. https://community.norton.com/en/forums/norton-security-toolbar-201813222...

As noted there, the new default for the toolbar is hidden. If you need to see it on a specific web page you need to click the Toolbar icon on the right of the browser address bar. And then if you refresh the browser tab, the toolbar is hidden again.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

As of just now, my pc has reverted back to the original buggy state as of my original post in this thread. I just cannot believe this, I don't know why it has done this yet again, was working ok yesterday, maybe it's time I get the updated latest buggy version instead? 

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Just to update from my earlier post, I decided to go get the new ID safe for Chrome V.5.2.1.2, now I can access my vault again! That notification blocking my vault log in from the Norton UI is gone again so now I can use all the necessary functions and access bits from the Chrome toolbar.

I didn't fancy running the NRNR tool again as I'm sure the same issue would rear it's head just like earlier. Let's hope it will be OK again this time. 

Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Good luck.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Cannot Now Open Identity Safe From Within the Norton UI?

Thanks perterweb, pretty sure it should be OK now fingers crossed.

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