Solved.
Kudos0

Cannot open my vault

Posted: 26-Oct-2015 | 10:27AM · Edited: 26-Oct-2015 | 10:29AM · 21 Replies ·

Ok. Here we go again.

I'm unable to open my vault as of this morning (10:10 PST, 10/26/2015).

When I accessed a site that requires a log-in, my vault, which normally appears at the top right with log-in info for various sites, does not appear even though my vault was opened.

So, I did a reboot. After everything was loaded, I clicked on the Norton icon (in the task bar) to open my vault. What comes up is the window telling me I need to sign-in to my Norton account. It shows my email and when I enter the p/w for my account, all it does is return to the window telling me to log-in to my account.

I then clicked on forgot password, reset my password, and logged-in to my account.

Even after that, when I click on the Norton icon, the same window telling me to log-in to my Norton account appears, I enter my new p/w and it repeats itself telling me to log-in to my Norton account.

For what it is worth - my vault is not connected to Norton where I have to log-in to my account everytime I want to open it. I've always been able to click the Norton icon, click on Identity, Identity Safe and the vault window asking for my p/w appears, I enter the p/w I've always had and the vault opens.

I don't know why this is happening. I've had no problems for months and now it is starting all over again like earlier this year and last year.

Can anyone explain to me in user friendly terms why this is happening? If I can't get this problem resolved, I will close my Norton account, period!!!

Accepted Solution
Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 12:23PM · Permalink

This is an issue that Norton has been made aware of. The work around seems to be going to your main NIS screen and clicking on your email at the top right. Click on Sign Out. Close your NIS and all browsers. Then sign into the vault again from the Toolbar. Remember you will first be asked for your Norton Account email and password, then the vault password.

View Accepted Solution in Context

Replies

Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 11:41AM · Edited: 26-Oct-2015 | 11:42AM · Permalink

Ok. For those of you who are interested, here's an update on what I've done.

As I mentioned, at first I reset my password but that didn't work. Still unable to log-in to my acct (see atch in 1st post)

Next, I did a restore to two days earlier when I was not having any problems. Still cannot open  vault. Keep getting the window telling me to log-in to my acct.

Next, I downloaded and ran the NRnR. Still getting the same crap. Reset my password 3rd time. Same crap.

I guess I'll just remove Norton from my computer.

My next step is to restore my computer to factory condition find something better than Norton.

If anyone can tell me why I'm unable to open my vault or sign-in to my Norton acct, please let me know. BTW when I open Norton and it says I'm already signed-in as (my email). (see atch)Won't be screwing around with this anymore.

Accepted Solution
Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 12:23PM · Permalink

This is an issue that Norton has been made aware of. The work around seems to be going to your main NIS screen and clicking on your email at the top right. Click on Sign Out. Close your NIS and all browsers. Then sign into the vault again from the Toolbar. Remember you will first be asked for your Norton Account email and password, then the vault password.

Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 1:05PM · Permalink

You are not alone!  Am having the same problem(using Windows 10, IE11, new Dell laptop, Norton 360.)  Waiting for Norton's solution!

Kudos1 Stats

Re: Cannot open my vault

Posted: 26-Oct-2015 | 1:16PM · Permalink

Yes, me too all of a sudden.  I was able to log into my vault this morning as usual, but after a Norton's update this evening, and a restart, I got the looping sign-in, despite the fact that Norton remained actually signed in.  I was also able to log into my vault online, so that works.  I logged out of Norton, as per instructions, then back in again - no change.  Have restarted three times but nothing is fixing it.

Using Norton 360 Premier on Windows 10 64bit, Chrome Version 46.0.2490.80 m.

I see this was reported back in August and Norton were responding that they were looking into it - clearly they haven't managed to pin it down yet.

Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 1:45PM · Permalink

Thanks peterweb. That worked. Hopefully this will not be a recurring thing as it hasn't in the past.

Still will monitor this and if I'm not able to open my vault w/out signing out/in, then I'll be looking for something else.

Again, thanks for your input and help.

Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 2:38PM · Permalink

Following a Liveupdate, and signing out and back in, I am now able to access the vault again via the Chrome toolbar - the looping sign-in has stopped.

Be good to know what causes it, and possibly how to avoid it, but at least this is a fix for now.

Kudos0

Re: Cannot open my vault

Posted: 26-Oct-2015 | 8:26PM · Permalink

Hello JBT27

What update did you get that seems to have fixed the issue for you?

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos1 Stats

Re: Cannot open my vault

Posted: 26-Oct-2015 | 9:55PM · Permalink

Having the same password loop problem as described above.  Normally, I simply click on the vault tab in my Norton toolbar and enter my password.  Now it's asking for that odd email and pw sign in, and it logs me into Norton, but it does not open the vault.  It just keeps showing the same login pop up.  Here's what's weird though.  I have Identity Safe on 3 separate PCs, but I'm only having the vault issue on one system.  I also just tried this link https://identitysafe.norton.com/vaultLogin but I keep getting an error message.

Kudos0

Re: Cannot open my vault

Posted: 27-Oct-2015 | 4:18AM · Permalink

No update. Followed peterweb's suggestion to sign-out and then back in. That did it for me.

Kudos0

Re: Cannot open my vault

Posted: 27-Oct-2015 | 5:20AM · Permalink

Well, I hit Liveupdate last night around 22.15, here in the UK, and a single file/update came in and installed - I assume it was virus definitions, but like I say, no idea what these updates are in detail.  After that, I tried again peterweb's approach, and following that (with no restart), I could log into the vault normally from the Chrome toolbar.  It continues to work without problems today.

Yesterday, I did have a system freeze, which required a hard restart, while using After Effects - very rare on this rig.  I suspect forcing an image refresh in AE just coincided with a system update in Win10 - when I restarted, I got the whole thing about Windows is configuring your machine.  It was after that that Norton's vault wouldn't log in, either from the Chrome toolbar or the Norton 360 interface.  That's as much as I could see of the problem.

Kudos0

Re: Cannot open my vault

Posted: 27-Oct-2015 | 6:03AM · Permalink

Pam3000:

Having the same password loop problem as described above.  Normally, I simply click on the vault tab in my Norton toolbar and enter my password.  Now it's asking for that odd email and pw sign in, and it logs me into Norton, but it does not open the vault.  It just keeps showing the same login pop up.  Here's what's weird though.  I have Identity Safe on 3 separate PCs, but I'm only having the vault issue on one system.  I also just tried this link https://identitysafe.norton.com/vaultLogin but I keep getting an error message.

What error message are you seeing when you try to log into you vault at the ID Safe web site? Can you post a screenshot of the error message. Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Did you try logging out of your Norton Account from the main Norton product as described in the post marked as the solution above? 

Kudos0

Re: Cannot open my vault

Posted: 27-Oct-2015 | 6:37AM · Permalink

JBT27:

Well, I hit Liveupdate last night around 22.15, here in the UK, and a single file/update came in and installed - I assume it was virus definitions, but like I say, no idea what these updates are in detail.

 […]

Hi JBT27,

Open your Norton, click History ˃ Security History, in the Show drop-down list, select the category of items that you want to view, LiveUpdate in this case. To view additional information about any LiveUpdate session, click the More Options option in the Details pane or double-click that particular row. In the new page, Total Updates applied, click + and you will see which updates have been installed.

Welcome to the Norton Community Forums!

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Cannot open my vault

Posted: 28-Oct-2015 | 3:40PM · Permalink

Seems to be back to normal on all my PCs, so I guess whatever glitch was happening has now been fixed...for me anyway.  As for the error screen, I'm unable to recreate it now, but it was basically a simple 2-line message in red lettering "Error. Sorry cannot complete your request." or something similar.  There was no other text and the rest of the screen was white.

Kudos0

Re: Cannot open my vault

Posted: 18-Nov-2015 | 7:39AM · Permalink

Hi everyone,

We have released a new product update 'Norton 22.5.5.14'  [English Only now] which fixes this issue. 

Announcement Here: https://community.norton.com/en/blogs/product-update-announcements/norton-2255-product-update-available-now

Could you please run Live Update until all the updates are installed and then check for the issue?

Please let us know if you still face the problem.

Thanks for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Cannot open my vault

Posted: 18-Nov-2015 | 7:51AM · Permalink

Thanks very much!  Installed the update so will see how it goes - I have not had a recurrence of the problem anyway; hopefully that's the last of it.

Kudos0

Re: Cannot open my vault

Posted: 20-Nov-2015 | 2:13PM · Edited: 20-Nov-2015 | 2:19PM · Permalink

Well, yes and no for me (to earlier suggestion to log out of my account through the NS interface). Yes, signing out and then signing into the account on the vault screen did work. However, my password to actually open the Vault no longer works. I just discovered that the vault password does work if I enter it when I go to configure under settings in the NS interface. But it wouldn't work when it came up through IE.

BTW, I "upgraded" to the current NS product (had been on NIS) and have run live update until it reports no new updates.

Kudos0

Re: Cannot open my vault

Posted: 20-Nov-2015 | 5:23PM · Permalink

Hello TomDC

Have you tried a few restarts? What version number do you have now?

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Cannot open my vault

Posted: 27-May-2016 | 8:34PM · Permalink

peterweb,

What do you mean by "main NIS screen"?

Thanks

Kudos0

Re: Cannot open my vault

Posted: 28-May-2016 | 6:18AM · Permalink

NIS = Norton Internet Security.

Kudos0

Re: Cannot open my vault

Posted: 18-Jul-2016 | 3:23PM · Permalink

I am also having this issue. Loops me around again and again for Norton log in never getting the vault log in option.

Kudos0

Re: Cannot open my vault

Posted: 19-Jul-2016 | 6:12AM · Permalink

Hi Casmierj,

Have you tried the solution peterweb suggested earlier in this thread in the following post?

https://community.norton.com/en/comment/6729231#comment-6729231

This thread is closed from further comment. Please visit the forum to start a new thread.