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Kudos1 Stats

Cannot open the identity safe vault in firefox

Windows 10, Firefox 51.0.1, Norton Identity Safe, three PCs.  Saturday everything was working fine.  Yesterday morning I attempted to open the identity safe vault in Firefox.  I got the 'something went wrong try again' error.  Now all I get is the spinning wheel on the 'Unlock your vault - validating password' page on all three PCs.  I have logged out of my Norton account both from NS and the 'ID safe Unlock your vault' page. I have restarted and shut down/restarted all three PCs - no change.  I have rebooted my router - no change.  I have removed ID safe from FF, closed FF, restarted the PC, reinstalled ID safe - no change.  I installed ID safe for the first time on a second account on one PC - no change.  I can access the vault online with no problem.  It also works in Internet Explorer.  There must be something wrong with my account at the Norton end. How do I get someone at Norton to really look into this?

Replies

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

I have the exact same problem.  I can use it in IE but get the same problem you have with FF 51.0.1 since the update.

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

Here we go again, faithful Norton users waited a year and a half cutting and pasting usernames and passwords while the leading computer security firm worked to solve he problem in a piece-meal fashion, please don't tell me it's gonna be another such journey to fix this. I too cannot log into my Norton Security Deluxe Identity Safe Vault with Firefox 51.0.1 (32-bit) on Windows 10 Home Edition 10.0.14393 Build 14393, been going for 3 days after working fine on same setup. I just renewed my subscription on 23FEB2017, I guess some of us just count on Norton too much.
Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

Just for the record, the same issue is occurring with Chrome.  I am exasperated and I am thinking of leaving Norton and using another security tool.   

Kudos0

Re: Cannot open the identity safe vault in firefox

Come on Norton time to get your act together again. Communicate and then fix the problem.

Kudos0

Re: Cannot open the identity safe vault in firefox

Same problem with my Firefox.   Norton chat support said that this was a system-wide problem, and to keep live-updating just in case they have a fix.  I share everyone's frustration with Norton's inability to work with Firefox, after several occasions of not having things work and having to do repetitive reinstalls of Firefox, Norton Toolbar and Identity Safe.

Kudos0

Re: Cannot open the identity safe vault in firefox

I am having the same problem in FF on all of my machines, was OK yesterday but now just the spinning wheel in 'UNLOCK your vault'. Can open the vault in chrome and IE, however I only have 7 entries in the vault and there should be 147.

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

Tim, "just in case they have a fix".  That sounds like: "we don't know what we are doing, we are groping around in the dark and we have no idea of either when we will locate and fix the issue and we have not the level of concern for our customers to even tell them when a fix is available for download and install".  A sorry state.  Thanks though for the update.

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

OBSERVATION: I checked some Norton Identity Safe self-generated backup files in a Hex Editor, the first line seems to identify either the storage location or the application used for opening.  I noticed differences, some before my recent renewal and some after. The daily self-generated backups seem to backup different items each day as examples below show.

Example 1- \Documents\Norton Identity Safe Backups\My login email\2017-02-24-19-31-10 da~ log

this is first info text in backup from Feb 24, 2017 before renewal

Example 2-CCbs       '.       ]8  6)\Norton Security\Engine\229.0.71\coActMgr.dll

next day's backup first line info text from Feb 25, 2017 1st backup after renewal

Example 3-CCbs       '.        . e  6)\Mozilla Firefox

4th day backup after renewal first line info text from Feb 28, 2017

I don't know if this is relevant to the resolution of this issue but I'm hoping it helps to see the differences in self generated daily backups. Also I would be curious to know if this is happening to everybody who uses Norton Security or just those who recently renewed their subscription (manually or automatically).

Kudos0

Re: Cannot open the identity safe vault in firefox

Your post is very interesting. I was a loyal customer for many years and when my subscription ended I did not renew and loaded Norton via Comcast for free. All was OK.. Then I got stupid and renewed my subscription via Norton within the past few days.. Surprise! Now I have this new problem. Just like before. There must be some truth to your theory.

Kudos0

Re: Cannot open the identity safe vault in firefox

Hello

NSS uses a Local Vault. Norton Security uses a cloud vault. I notified Norton over the weekend. Today the proper team got the word that there is a new issue with FF which just started within the last few days.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Cannot open the identity safe vault in firefox

Me too

Kudos0

Re: Cannot open the identity safe vault in firefox

Floplot,

Did they have an estimate as to when the problem would be resolved?

Thanks!

Kudos0

Re: Cannot open the identity safe vault in firefox

Still not working as of this morning - I still get the never-ending spinning circle when I try to open the vault.  (The funny thing is, it DOES recognize and tell you when you use an incorrect password, so the authentication part of the process appears to be working....)

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

Hasn't worked for me in Firefox yesterday or today. Was hoping they were right about having it fixed by 3/6 but not so.

Kudos0

Re: Cannot open the identity safe vault in firefox

I'm sure it will be fixed quickly after it gets far enough up the priority list and they actually assign someone to it.

Kudos0

Re: Cannot open the identity safe vault in firefox

And now add to the confusion...we are dealing with the addition of Firefox 52.0

Kudos0

Re: Cannot open the identity safe vault in firefox

FWIW: I've been having the hung Vault login for the past few days. I just tried the same approach I have tried a few times (signing off of my account and signing back on and then attempting to login to my Vault). This had consistently failed. Just now it worked.

This may be a fluke. I'm sure as hell not going to close Firefox unless I  have to reboot.

Kudos0

Re: Cannot open the identity safe vault in firefox

I was also just able to login as before. I appreciate, but won't hold my breath. Thanks

Kudos0

Re: Cannot open the identity safe vault in firefox

In addition to letting other users know about this, I was hoping that if someone from Norton was monitoring this thread, they could tell the people working on the problem "Stop! What was the last thing you did. It might actually have worked. Let us check it out a little more, but in the meantime, don't change anything else"

Kudos0

Re: Cannot open the identity safe vault in firefox

None of this has worked for me. I let the vault sign-in spinner go for over an hour, no luck. We do need to be sure we're comparing apples to apples. Please list your operating system, Norton product, vault version, and especially browser and version, as many people replying but too many variables unknown. Here's mine currently...

Windows 10 Home Edition 10.0.14393 Build 14393
Norton Security Deluxe Version: 22.9.0.71
Identity Safe Version:2.0.65
Firefox 52.0 (32-bit)

This should help us and anybody working on problem that sees it. Thanks.

Kudos1 Stats

Re: Cannot open the identity safe vault in firefox

Here are my stats:

Windows 10 Home Edition ver. 1607 Build 14393.693
Norton Security Premium ver. 22.9.0.71
Identity Safe ver. 2.0.65
Firefox 51.0.1 (64-bit)

It still does not work for me.  Tried it on three PCs.

Kudos0

Re: Cannot open the identity safe vault in firefox

OOPS...Wrong Windows 10 listed...Correction below

Windows 10 Home Edition Version: 1607 Build 14393.693
Norton Security Deluxe Version: 22.9.0.71
Identity Safe Version:2.0.65
Firefox 52.0 (32-bit)

Kudos0

Re: Cannot open the identity safe vault in firefox

I logged out of Norton and Identify Safe, logged back in, and still can't get the vault to open (endless spinning circle.)

My Stats:

  • OS:  Windows 10 Pro, Version 1607, Build 14393.693, 64-bit
  • Norton Internet Security, Version 22.9.0.71
  • Firefox 51.0.1 (32-bit) (I'm holding off upgrading to 52.0 for now)
  • Can't find my version of Identify Safe (although when I open my vault locally, and try to Configure Identify Safe, it says that while Firefox is my default browser, Identify Safe is not installed.    But since I can see the Identify Safe icon in my Firefox toolbar, it is indeed installed.  This internal conflict within Norton is familiar - it's similar to the situation where I previously had to uninstall everything, log out of everything, login to everything, and then do clean installs of everything.     Probably my next - and final - attempt..... but not until I hear that others are back up and running.  Per Norton's chat support, there is a system-wide issue, and it's not worth all the work until they tell me that the system-wide issue is fixed...)
Kudos0

Re: Cannot open the identity safe vault in firefox

Windows 8.1 Pro

Norton Security Deluxe 22.9.0.71

Firefox 52.0 64 bit

identity Safe Version ? (can't locate version number)

Yes it is still working!

Kudos0

Re: Cannot open the identity safe vault in firefox

From my session with Symantec Chat Support...

Thank you. I really do apologize for the inconvenience that this might have caused you Timothy. This is still an ongoing issue which our engineering team is doing their best to resolve. Please try to access again your Identity Safe within 24 hours and if the issue still persist, please don't hesitate to contact us back for further assistance

Kudos0

Re: Cannot open the identity safe vault in firefox

Thanks, note that I posted info and that I am able to access everything.

Kudos0

Re: Cannot open the identity safe vault in firefox

So Windows 8.1 working, Windows 10 no, or is it Firefox 32 bit no Firefox 64 bit yes

Kudos0

Re: Cannot open the identity safe vault in firefox

My laptop running Windows 10 Pro 64 bit Firefox 52.0 is working as well.

Kudos0

Re: Cannot open the identity safe vault in firefox

Hello All

Please check the top of this Board for Announcements. Norton has acknowledged the issue. It doesn't say much, but they are aware.

https://community.norton.com/en/forums/cannot-login-norton-identity-safe-online-vault-firefox

I also pointed out to them that Firefox has updated to FF 52.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Cannot open the identity safe vault in firefox

I tried to edit one of my original posts to add my environmental info but this forum said I was not authorized (?).

Windows 7 Home Premium
Norton 360 Version: 22.9.0.71
Identity Safe Version:2.0.65
Firefox 51.0.1 (32-bit)

I am still logged on to my vault.

Kudos0

Re: Cannot open the identity safe vault in firefox

I can't log in on either computer Win 10 or Win 7

Kudos0

Re: Cannot open the identity safe vault in firefox

Hello tngordo

There was a Forum maintenance for a few minutes. You can only edit a thread for 1 hour.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Cannot open the identity safe vault in firefox

I was able to open the vault on two PCs multiple times. I will see if my luck holds tomorrow.

Kudos0

Re: Cannot open the identity safe vault in firefox

I was (finally) able to login this morning around 6:50am EDT.    Logged out of vault and account, and then logged back in.

Kudos0

Re: Cannot open the identity safe vault in firefox

Able to log into Vault this morning. Thanks!

Kudos0

Re: Cannot open the identity safe vault in firefox

Able to log-In and synch vault this A.M. Many thanks.

Windows 10 Home Edition (64-bit) Version: 1607 Build 14393.693
Norton Security Deluxe Version: 22.9.0.71
Identity Safe Version:2.0.65
Firefox 52.0 (32-bit

Kudos0

Re: Cannot open the identity safe vault in firefox

Hi everyone,

Yes, A fix has been deployed and everyone should be able to log in to the vault using firefox browser. Please let us know if you still have problems.

Thanks for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Cannot open the identity safe vault in firefox

Hello Please see the Announcement on top of this Board for a thread started by Sunil and replied by RDLeo. After running Live Update and restarting , please let me know if you are still facing issues with your ID SAFE. Thanks. On my Android phone, so formatting is messed up.
Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Cannot open the identity safe vault in firefox

Great!  This problem just started for me with Firefox!

Norton tech support (even their Level 2 Support) has so far been stumped!

Kudos0

Re: Cannot open the identity safe vault in firefox

Yes you are right correct. Same problem here. Geeze not again.
Kudos0

Re: Cannot open the identity safe vault in firefox

Windows 10, Firefox 53.0.2.  Have not had this problem since it was fixed back in March.  Works fine today. Look somewhere else.

Kudos0

Re: Cannot open the identity safe vault in firefox

What do you mean "look somewhere else"?

I had Norton Level 2 tech support trying again to fix this for over an hour today.  They are still baffled.  They're booting the problem up to their "engineering team" to solve the problem.

Kudos0

Re: Cannot open the identity safe vault in firefox

I also contacted tech support and they were unable to fix the problem. It was advanced to the engineers. I am real happy for those who have no problems. This is absolutely an issue. if this is a "non" place then why not point someone in the right direction so they too can have no problems. wow

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