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Kudos0

Cannot open Cloud Vault

I am running Windows 7 on an HP Pavilion p6-2022uk desktop computer.  I have had NIS for several years.  I make extensive use of the Vault facility but in the last couple of weeks I have been unable to open the Cloud Vault, error message is "The operation timed out. Check your network connection and try again".  I have done this again, and again, and again.......  There is no problem with the network and I have a fast broadband connection.  I have tried uninstalling and reloading NIS but with no luck.  I have recently started to use the Norton IDSafe app on my iPhone 5 and it still works without problem.  Fortunately I still have the Local Vault otherwise I wouldn't be able to access my passwords.

Help - what is the problem?

Replies

Kudos0

Re: Cannot open Cloud Vault

Forgot to mention - am using IE 10.0.9200.16921

Kudos0

Re: Cannot open Cloud Vault

I'm having the same problem right now.  I'm using IE 11 if that matters. One more reason to allow us to go back to local vaults!!

Kudos0

Re: Cannot open Cloud Vault

All quiet from Norton/Symantec - come on guys, give me a clue as to what is wrong.  I can use local vault OK but cannot access cloud vault, so cannot get up to date passwords on my iPhone app! 

Looks like I will have to see if I can get a different solution than NIS.  Any suggestions anyone?

Kudos0

Re: Cannot open Cloud Vault

yep. here we go AGAIN!! - I too am cannot login to the online vault via my win 8.1 machine.  luckily i have a local vault on my win7 desktop otherwise i'd be locked out of my passwords again! Last time this happened, i had to reinstall on the win7 machine to get that local vault option back, since i was prompted to "covert to cloud". why is there NO option to have local vault in Win8.1? this is why i despise cloud vault/login!  (the N360 version i used to get my local vault back will not install on Win8)

Kudos0

Re: Cannot open Cloud Vault

I have asked for someone from Symantec check this out for you.

Windows 10 x64 1903
Kudos0

Re: Cannot open Cloud Vault

I'm sure you have TOP men working on it. I'd like to get to my passwords tonight if possible.  I am indeed locked out of my vault because of this. This is day 2 of this for me.

Kudos0

Re: Cannot open Cloud Vault


Astyanax wrote:

I'm sure you have TOP men working on it. I'd like to get to my passwords tonight if possible.  I am indeed locked out of my vault because of this. This is day 2 of this for me.


Just so you understand, I do not work for Symantec.  I am just a user like you.  Symantec employees have their name in red.

Windows 10 x64 1903
Kudos0

Re: Cannot open Cloud Vault


Krusty13 wrote:

Astyanax wrote:

I'm sure you have TOP men working on it. I'd like to get to my passwords tonight if possible.  I am indeed locked out of my vault because of this. This is day 2 of this for me.


Just so you understand, I do not work for Symantec.  I am just a user like you.  Symantec employees have their name in red.


I know. I appreciate your assistance.

Kudos0

Re: Cannot open Cloud Vault

Still happening?

I just logged into my vault [cloud] and came here.

Dick Win 10x64 current current NSBU
Kudos0

Re: Cannot open Cloud Vault


dickevans wrote:

Still happening?

I just logged into my vault [cloud] and came here.


Still timing out for me.   I'm running Norton 360 Premier Edition 21.3.0.12 if that helps.

Kudos0

Re: Cannot open Cloud Vault

I wonder if it is a location problem.  I rarely use the cloud vault but I've just logged in now and it opened fine.

Windows 10 x64 1903
Kudos0

Re: Cannot open Cloud Vault


Krusty13 wrote:

I wonder if it is a location problem.  I rarely use the cloud vault but I've just logged in now and it opened fine.


I live in Florida if that matters. Does Symantec use regional servers people log into?

I tried logging into it after disabling the Norton 360 firewall and no change.

Kudos0

Re: Cannot open Cloud Vault

I have no idea to be honest, but I'm in Australia.

Windows 10 x64 1903
Kudos0

Re: Cannot open Cloud Vault


Krusty13 wrote:

I have no idea to be honest, but I'm in Australia.


That explains your quick and perky replies. Everybody in the USA here is getting ready for bed.

Kudos0

Re: Cannot open Cloud Vault

Hi iantreynolds,

 

Can you please check if you are able to login to your Online vault via our Identity safe portal here - https://identitysafe.norton.com?

Just sign in with your Norton Account and vault and let us know how it goes.

 

Regards,

Prasanna

Kudos0

Re: Cannot open Cloud Vault


prasanna_a wrote:

Hi iantreynolds,

 

Can you please check if you are able to login to your Online vault via our Identity safe portal here - https://identitysafe.norton.com?

Just sign in with your Norton Account and vault and let us know how it goes.

 

Regards,

Prasanna


I can successfully log in to it that way for me. I'm having the same problem.

Kudos0

Re: Cannot open Cloud Vault


prasanna_a wrote:

Hi iantreynolds,

 

Can you please check if you are able to login to your Online vault via our Identity safe portal here - https://identitysafe.norton.com?

Just sign in with your Norton Account and vault and let us know how it goes.

 

Regards,

Prasanna


Are we going to get any more help with this or do I have to find another password manager? This is rediculous. It's now Day 3 and counting with no solution.  As I can see on this thread I'm not the only one with this problem.

Kudos0

Re: Cannot open Cloud Vault

Since we haven't had any help here from Symantec, the only way I could get it to work was to completely uninstall Norton 360, NOT save any settings or passwords, then reinstall.  I don't know what happened before but it works now for me.

Kudos0

Re: Cannot open Cloud Vault

Well, I'm glad you found an answer anyway. 

Windows 10 x64 1903
Kudos0

Re: Cannot open Cloud Vault

Yes I can - which explains why I can access it from my iPhone app.

I cannot access it from my browser vault button or NIS though.  But I can access my local vault.

I have tried turning off the Norton & router firewall but this doesn't fix it

Accepted Solution
Kudos0

Re: Cannot open Cloud Vault

Hi iantreynolds,

Sorry your thread got hijacked and you still have the problem.  In another thread prasanna_a added some more information in regards to the time out error here; http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Unable-to-Log-In-to-Online-Vault-After-Merging-Large-Backup-File/m-p/1119224/highlight/true#M19176

"One thing  to note here is - "Operation has timed out" is caused not because of the vault corruption issues but there are several other reasons for it. When you see the operation timed out error, just try to login to the same account and vault via Norton identity safe portal, if you are able to login successfully there and if your vault gets detected there it means your vault is not corrupted and delay in server response is what caused you operation timed out error."

 If your situation is still continuing today (4 days later), then the thoughts of the Norton server being at fault are pretty slim - unless there treally is a server malfunction.

Just cyurious if you can click on Account in NIS and if ti takes you to and permits you to log in, and also have your LiveUpdates been running as they are supposed to? 

Kudos0

Re: Cannot open Cloud Vault


Krusty13 wrote:

Well, I'm glad you found an answer anyway. 


I do appreciate your assistance.

Kudos1 Stats

Re: Cannot open Cloud Vault

I can logon to cloud vault from the Norton website and access it from the iPhone app but cannot logon from the NIS icon in the Windows tray or from the IE Vault icon, which is how I normally use the vault.  Liveupdate runs fine all the time.

I originally thought that NIS was corrupted so I uninstalled it and reloaded but I kept the existing settings because I don't want to lose my local vault.  Reading various other experiences I now think that the only way to access cloud vault will be to compelely reinstall NIS, including all settings but that means I lose the local vault.  I don't want to do this so, either I get NIS cloud vault to work through IE or I will have to look for something else as I understand that Norton is withdrawing the local vault facility altogether.

Kudos0

Re: Cannot open Cloud Vault

Thanks so much Yank - you pointed me to the solution as put by bongo46  ( https://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Unable-to-Log-In-to-Online-Vault-After-Merging-Large-Backup-File/m-p/1119224/highlight/true#M19176). 

Seems no one knows why this works, but it does.

I now have both local and cloud vaults working perfectly and have been able to merge the local vault with cloud vault, so all my passwords are up to date and accessible on my iPhone and my Windows laptop.

You're a star!!!

Kudos0

Re: Cannot open Cloud Vault

You are quite welcome and if you need anything else you know where to find us!

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