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Kudos0

Can't access Identity Safe Vault

"I also have both Online and Local Vaults and yes, the Local Vault is working 100% and working 100% of the time in regards to log-ins, changes to log-ins etc.  Just another reason why I hated to see the local Vault not being made available to everyone without the revert to regain Local vault hassle".

 

Am I right in saying then once you opt to use the online vault the local vault is gone.  What was the point of having to choose a different password, surely there should be option to switch if needed.  It is ludacrous that a fully working function should be replaced with one that is open to failure.

 

If I have this wrong and users are able to switch, where are the settings for this as I cannot find them?

 

 

[edit: Clarified subject.]

Replies

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

First of all I asked a mod to move your post to a thread of it's own for greater visibility.

I also have both Online and Local Vault in NIS 21.1.1.7 and I can switch between the two with the diofferent sign ins.

When you first open your Vault, the log in page will display the option to sign in to either Local Or Online Vault as such:

This image is for the Local Vault Sign in - you will notice the option to Open Cloud Vault.

Now if you are signed into your Norton Account already and you want to sign into the Online Vault, you'll need to select the Open Cloud Vault option as shown above and then this option will appear:

Thsi is what the Online Vault sign in will look like  You will notice that Open Local Vault is now an option.

If you are not signed into your Norton Account you will be prompted for your email addresss and once that is located your Norton Account password.  Once signed into your Notrton Account, you can sign in to your Online Vault.  You must be signed into your Norotn Account prior to being able to open your Online Vault, but you do not have to be signed into your Norton Account to open your Local Vault.

 Hopefuly that's clear.

 

 

 

[edit:Removed email per the Participation Guidelines and Terms of Service.]

Kudos0

Re: Can't access Identity Safe Vault

Thanks.  Not sure which one to reply to now, ha ha!  I did wonder about starting a new thread but, as I was quoting an earlier post, opted for that one.

To avoid it getting confusing, my reply to Yank is in the moved thread: http://community.norton.com/t5/forums/replypage/board-id/Toolbar_IDSafe/message-id/18424

Kudos0

Re: Can't access Identity Safe Vault

[The quote refered to a post in another topic as this was originally a reply.  The pictures showed the login screen with the options to switch between the two vaults]. http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Cannot-Access-Identity-Safe-Vault-via-NIS-2014/m-p/1105742#M18428

 

The two pictures that show the Vault closed with "Open Online Vault" and "Open Local Vault" is what I get but without those options!!!  All it shows is "Show Password hint" and the "Open" button.  Nothing else!  It did used to be there, but then just vanished one day.  I never investigated as I gathered I was happy using the Online version until all this trouble started.  I also gathered that I would simply switch over in the settings when I couldn't wait for it to be resolved any longer only to discover there isn't any settings!!

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

I have asked for all of the replies to your moved post to be switched over to the other thread @ http://community.norton.com/t5/forums/replypage/board-id/Toolbar_IDSafe/message-id/18424.

That's fine to continue to post in the other thread and not this thread.
Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

Let's keep the topic in this thread and I am glad you saw the other post.

So what you are saying is that you have the following:

Now, that indicates to me that you only have one Vault - so the question is if it is an Online Vault or a Local Vault.  If you do not know which it is, you can go to the main page of your Norton product, and see if there is an email address listed along side the Signed In as: in the upper right hand corner.  If so, left click on the emal address and select sign out.  The go back to the log-in and see if it asks for your email address - if it does, then you only have an Online - if not, then you only have a Local Vault..

Also, please tell us the name of your norton product and the version (Support > About from Main page). 


Sorry for all the confusion, I'm trying to get a mod to straighten the posts out.

Kudos0

Re: Can't access Identity Safe Vault

That's all fine, didn't want to confuse matters.

Yes that is the picture.  I was able to sign out and sign back in using my email address like you said.  BUT........!!!!

I typed my online password and it was rejected.  I typed in my local vault password and it logged in!!

If I do have only the online vault how did this happen?  I have always kept vault backups and still have a recent one on my wife's laptop AND my NAS backups as well!  I wouldn't choose to lose one ordinarily, I still don't use or trust fully any totally cloud based functionality as it is too reliant on something out of my control (although I do like this online vault).

When the toolbar was operational I could switch between the two but not on this main screen.  Have I really lost one and would some form of return to default settings work if I can import my last backup?

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

Let's make sure  we are both on the same page.  Please try the following:

Close you ID Safe Vault

Sign out of your Norton Account on the main page of your Norton Product (From last post - which product and what version are you using?)

Now click on Vault is Closed - so you can sign in.  At this point in time, does it ask you for your email address?  If yes, you have an Online Vault and you neeed to enter your email address and also the Password for your Norton Account.  after you log into the Norton Account, it will ask for your Vault password - it is at thihs point that you would use your Online Vault Password.

Now if you close your Vault,  sign out of your Norton Account, and then select Vault is Closed andit does not ask for an email address, you have a Local Vault and you can just enter your Local Vault password and the vault will open.

Let us know what you come up with.

Kudos0

Re: Can't access Identity Safe Vault

Ahhh, I put my password back into the same place I logged out of so that must have been why.  Unfortunately as the Vault is locking with passwords being entered it wasn't possible to find out fully if it worked.  I did the following:

Version I am using: NIS 2014 - 21.1.1.18

Opened Norton (screen with the green boxes telling me everything is OK) and signed out - top right.

Clicked on "Vault Is Closed".

Entered my Online Vault password which said it was incorrect - it definitely isn't.

Entered my Local Vault password which said it had timed out then gets stuck in the loop everyone is getting.  I don't see any options to switch from online or local vaults and a third try just hangs the process unless you try again by logging out.

Kudos0

Re: Can't access Identity Safe Vault

Thanks for the feedback Garawa - from what you are saying, you do not have an Online Vault, but do have a Local Vault that you appear to be having difficulty logging into.

Can you close the Vault, then open the vault to bring up the log in screen and then click on Show Password Hint - is this the hint for your Local Vault Password?

Please go to Support on the main page of NIS and then Get Support.  Let it check the installation and see if it provides any errors or corrects anything.  If it fixes something, try to log in again and let us know what you get.

Kudos0

Re: Can't access Identity Safe Vault

"Please go to Support on the main page of NIS and then Get Support.  Let it check the installation and see if it provides any errors or corrects anything.  If it fixes something, try to log in again and let us know what you get."

 

Ran the support and it said that it fixed one issue, wasn't totally clear exactly what issue it fixed though.  I tried copy to clipboard but it basically just gave the same details that were on the screen.  Tried the process again by logging out and trying to log in but the same issues occured.

 

"Can you close the Vault, then open the vault to bring up the log in screen and then click on Show Password Hint - is this the hint for your Local Vault Password?"

 

The hint given is for my ONLINE vault as I would expect it should be but the password isn't accepted.

 

".......from what you are saying, you do not have an Online Vault, but do have a Local Vault that you appear to be having difficulty logging into."

 

I have been logging into the online vault and I was able to switch between the two.  Since the issue with the toolbar that everyone else has issues with, the option to use the local vault seems to have vanished.  Hope this helps.

Kudos0

Re: Can't access Identity Safe Vault

OK - the Get Support fixes things from time to time and there is no where that it tells you what it fixed - no logs or anything.  Users have made suggestions for logs to be added - but it seems to fall on deaf ears at Norton.

So the password hint is for the Online Vault - but you can get the signin without being signed into your Norton Account?  That is not the way thigns are supposed to work - you need to be signed into your Norton Account in order to be able to enter the password for your Online vault.  That is why I suggested you had a Local Vault as you said you signed out of your Norton Account (upper riht hand corner of the main page).

Please go to Control Panel > Programs and Features and see if there is a seperate entry for Norton Identity Safe. 

There is a tool I feel we need to run, so before doing that, please tell me if you have any other Norton programs installed - Ghost, Utilites or the like.

Kudos0

Re: Can't access Identity Safe Vault

Just to clarify, NIS 2014 allows me to log in using my original Norton account email address and password, the same ones that was used to access Identity Safe (what would now be the local vault).  These are the credentials it has always been for years and a few weeks ago, the second password was created for the brand new online vault.  It had to be different to the other one so the password is a variation of the other but Norton allows me to log in as I have always but the online vault password has stopped.  Is this not the same issue everyone else is having with Chrome?  My system cannot cope with any other browser so I am sticking with Chrome but cannot fathom out why using the local vault isn't a compromise and is no longer an option!

Checked in CPanel and I have Norton Internet Security listed which contains "Get Support", "Live Update", "Norton Internet Security", Uninstall" and "Norton Recovery Tools".  There is another one listed simply as Norton that just contains Installation Files.  I cannot see a separately listed Identity Safe and I don't use any other Norton product.

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

It appears we are still not on the same page.  what you have listed for what you call the "CPanel" appears to be what is listed in Start > All Programs > Norton Internet Security and the other Norton entry.

I was asking you to go to Control Panel ( left click Start) type Control Panel in the search bar and click on the magnifying glass.  You see Control Panel at the top of the list that appears - click on that and then select Programs and Features and tell us what is listed as Norton entires.

Kudos0

Re: Can't access Identity Safe Vault

I am assuming you are talking about Windows and not Norton!  I am using XP and I don't have those options.  I click start and type Control Panel but this takes me to the same Control Panel I can access directly in the Start menu (which does say Control Panel at the top).  I have no "Programs and Features" option and the nearest option to this is "Add or Remove Programs".  Clicking this shows just Norton Internet Security listed.  I hope this is what you was asking.

Kudos0

Re: Can't access Identity Safe Vault

Oh - you're on XP - That would be Control Panel > Add or Remove Programs, my bad , my instructions were for Vista, Win 7 and Win 8.

I am curious why your system can not cope with other browsers?  The best thing you coud do would be to switch to either Firefox or Internet Explorer in order to test to see if things work in either of those browsers.

I am sorry, but I can not help out with the Chrome borwser as I do not use it and know vey little about it.  I'll see if I can get a Chrome user to assist. @peterweb  

Kudos0

Re: Can't access Identity Safe Vault

I used Firefox for a while, absolutely despised it!!  It was quicker than Internet Explorer (which just gradually got slower and slower and often used over 90% of the CPU with nothing else "open") but I couldn't get along with it.  I accidentily installed Chrome with something else and decided to try it out and it was like I had been looking at a dirty window for years and then the window cleaner came!  What with all the apps etc that sync with anything else I use (they don't have Norton installed so I cannot try them out instead) I think it is by far the best, I certainly wouldn't like to struggle to use the internet just to get Norton to behave.

That said the online v local vault problem (the sudden inability to switch between the two) I don't think can be an issue trapped to browsers can it?  It has to be a software bug.

Kudos0

Re: Can't access Identity Safe Vault

Kudos0

Re: Can't access Identity Safe Vault

NO this isn't it!  I don't want this confused with all these other issues!  I know there is a problem with the toolbar and Identity Safe and I appreciate that Norton are working on resolving the issue.  The more this goes on the less my original question is obvious so I had better clarify my question again.  Sorry to be abrupt.

What I want to know in this thread was that there are TWO vaults (at least I did have two vaults). My original vault on my last version of NIS became my "local" vault on this and the passwords were imported to create an "Online" vault.  Great, very useful thankyou.  I have so far been able to log out of one and log into the other but for some reason this option dissappeared a few days ago.  Whilst we are waiting for the Online issue to be fixed, I could be using the local one instead and I still have the Identity Safe back-ups from a couple of weeks ago before I installed the latest version.

This thread was cut from another by a mod so the title isn't strictly accurate but that is what I am asking and not duplicating yet another problem everyone else is posting. 

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

You mentioned you updated recently - how did you upgrade?  Did you by chance uninstall, the previous and then install the new?  In order to maintain a Local Vault you must accomplish an "over the top install" - as in just install the new versionover top of the old oone with no uninstall involved.  Since you say you still have the Local Vault, then you seem to have done an "over the top".

I guess the next question is how did you "create the Online Vault"?  Did you use the Convert to Cloud on the General Tab of the Use interface for ID safe?

BTW, you can edit the Subject when you make a reply - not sure it will stick for all replies - but your can edit it.

I agree the reported outage that others are jumping into this thread for has nothing to do with your situation.

Kudos0

Re: Can't access Identity Safe Vault

Thanks Yank.

I normally update to the latest version at the end of the year and then renew my subscriptions at the end of February.  For some reason I didn't do that this time and did it all (it must have been around) January time as I received a half price offer which Norton kindly bolted on my remaining days to.

When I updated the version I believe it was via the "New Version Check" option in the software, I certainly didn't uninstall it so it must have been that way.  It asked me if I wished to import the local passwords into the online one which I selected and they showed in both places.  Everything worked for a few weeks after that install including both vaults that I could switch between.  Then it stopped with the Chrome 32 update which a liveUpdate patch fixed and I had both vaults again.  Since Chrome 33 has stopped the toolbar from working again, the option to access the local vault seems to have gone with it.  As I don't have to open any browser this must be down to the software itself.

NOTE:  I have to admit one thing.  I did get messages asking if I wanted to merge the two.  I was happy to import them but not lose it entirely so I declined the offers.  This is quite hazy, I could be completely wrong but maybe this occured.  I probably allowed it to make the online one my default but certainly not the only one.  However if this was the case and the two were merged into one online option, there should be option to restore it back from the backups on the PC.

Kudos1 Stats

Re: Can't access Identity Safe Vault

Hi Garawa,

I follow what you are saying andunderstand how hard it is to remember exactly every selection that was made - and I have to admit, it can all be nerve wracking when you are trying to use a new interface and also carefully upgrade at the same time.  Let's see if I can bring back your memory with some images.

You should have seen this one at some point in time after competeing the upgrade:

and you may have seent hsi one later on:

There is another one that I cannot seem to find a screen shot of that asks if you want to keep both Vaults - after you have setup both of the vaults - that is when the login screen appears showing the Online Vault or Local Vault option as well as the normal password block.

I'm hoping someone who uses Chrome will come along to add some info for you - as I am lost on Chrome.

Kudos0

Re: Can't access Identity Safe Vault

Sorry yank. I have never tried Chrome, so no help here.

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

Re: Can't access Identity Safe Vault

Yes those are the screens, thanks Yank!  I definitely selected "Keep Both" in your first screen shot.  I could switch between the two for a while but then got another message a couple of weeks later.  I am guessing the message was your second one.  As I was prefering to use the Online vault maybe I selected the other option to the "Stay Local" one and that's when the ability to switch went????  This option has virtually rendered the process unusable.

If that is the case, am I to assume the local vault was now deleted.  I can't see why their cannot be an option to reinstate it even if it meant old passwords were imported from the back up?  Without loading any programme Norton still won't open it or accept the passwords so I am wordering if it dislikes XP more than it has an issue with Chrome?

Kudos0

Re: Can't access Identity Safe Vault

I like your signature Peterweb!  That's I what I want back to use again, ha ha!

Accepted Solution
Kudos1 Stats

Re: Can't access Identity Safe Vault

Garawa,  if you selected the Yes Convert from the 2nd screen shot in my last post, then your Local Vault is gone and the only way to get it back is to go back to NIS 2012 to regain the Local Vault and then do the "over the top" upgrades back to the current version.   It is a real PITA to do and can be a long drawn out process - depending on how things go.  It is possible - depending on how badly you want the Local Vault back.

If you can still get into your Vault, please Export your ID Safe Data in both .csv and .dat format.  without the .csv formatted data - you cannot revert to NIS 2012.

I think we should try to get your Online Vault working before doing anything else.  Please have a look at the following:

https://support.norton.com/sp/en/us/home/current/solutions/v80736480_EndUserProfile_en_us?inid=agent_to_customer

See if you can get your Online Vault working or perhaps you may need to Reset your Identity Safe - whihc after doing you will have to set up a new Online Vault and then Import the infomation you have Exported. 

Let is know how things go.

Kudos0

Re: Can't access Identity Safe Vault

Oh dear!!  I wished Norton made that a lot clearer!  I can't get in at all but my IDS backup was created very recently and sits on 3 machines so it is ready to be used, it's just that I cannot put it anywhere!!

I found something out today that I cannot access the online vault on my wife's laptop, this is the same machine that I stated she hasn't had any problems with (apart from the occasional message to say the extension isn't responding and a few times the toolbar sits across parts of a webpage).  So I think you are right about getting the online vault to work, perhaps it has got corrupted somehow and if so it has to be your end to affect 2 PCs (and yes I DEFINITELY have the correct password).  I will have a look at the link and see what happens.

Just out of interest, if it asks me to set up a new Online Vault where exactly am I importing from if my local ones no longer exist?  I can't help but thinking an issue that wasn't an issue at all has been created here.  Why on Earth NIS couldn't keep a local file synced with the online one I don't know, I thought a back-up in one place wasn't a back-up!!

Kudos0

Re: Can't access Identity Safe Vault

Cancel the last bit.  I can access all my logins online so it has to be the remove and reinstall option.  This doesn't explain however why, on the same machine, my wife's side of the computer works with Norton but not mine!

Kudos0

Re: Can't access Identity Safe Vault


Garawa wrote:

Cancel the last bit.  I can access all my logins online so it has to be the remove and reinstall option.  This doesn't explain however why, on the same machine, my wife's side of the computer works with Norton but not mine!


Cancel which bit - the whole previous post?  I will not attempt a response until I know what still applies and what does not!

Is your wife still on  the Local Vault or the Online Vault?  If she only has a Local Vault, it is tied to her Windows User account, not the Norton Account that your Online Vault is tied to.  I am not sure of the situation with your wifes side of the system.  Please tell us something abut i - does she have a Local Vault, an Online Vault, or both?  More when I find out whather situation is.

Kudos0

Re: Can't access Identity Safe Vault

Ha ha, no only the last bit which asked where to import them from if the local vault had gone because I was able to see my logins on the website meant what you said wasn't needed.

Just finished the reinstall and I had the same issue, not able to login.  I don't get the cog type things going round and after about 2 minutes it went back to the login screen.  BUT......I tried a second time and it let me on.  Since I haven't been able to before and that other users have stated they sometimes are let in, I will remain cautiously optimistic!!  I won't say it is fixed until I try it a few more times but I am further ahead.  If this works again and I get no more issues then I will mark it resolved.

This confused me so much I was blinded by the obvious, you are right, I am sure my wife is still using the local vault hence her zero problems.  Kind of proves that local is still miles better than cloud in this case!  Thank you (for now)! ;-)

Kudos0

Re: Can't access Identity Safe Vault

OK - so you are in - in to your OnlIne Vault I would guess?  If there are the Log-ins you desire to use for future insatlls (such as going back to the Local Vault if you desire that), go ahead and Export the ID Safe Data in both .csv and .dat format.  After you have done that, I would suggest a reboot and seeif you can log back into your Vault.  In hopes thatthigns are working again with the Online Vault.

Now, if your wife is on the Local Vault, then she will not be able to access your Online Vault - even thoughit is the same system.  Nor will her Local Vault be synced to your Online Vault. FWIW, if you had anOnl;ine Vault and a Local Vault on your side, they would not sync - because they are access in different ways - Online via the Norton Account and Local via the Windows User Account.  Yes, I know it is crazy.

Once we get this sorted, we'll see if you want to chance going back to the Local Vault and/or taking a chance of messing up your wifes side and receiving her wrath if anything goes awry.

Please keep us posted.

Kudos0

Re: Can't access Identity Safe Vault

I know!  This was partly why I wanted to know if a user can switch back to the local one which has always worked a treat! Seeing as the answer is no, I'm not touching her PC at all!!!  None of my passwords have been updated or logins added recently so the CSV file I have should still be relevant.  Now I can actually use the internet again I am going to use this time to get stuff done and then see if I am allowed in again tomorrow, updating you then if that's ok?

As things stand I am kind of happy as things are until the toolbar issue gets resolved but this will be fine for me considering.  I guess a fully working Online Vault will have its benefits but I HATE being reliant on someone else (bigger companies went bust for example).  None of my files or photos are in the cloud and are instead backed up on 2 hard-drives in a NAS that I can access from the internet if I really had to.  I know that even isn't ideal but at least I am not relying on others!  Thanks for your help again.

Kudos0

Re: Can't access Identity Safe Vault

Go ahead and take your time getting back to us - we'll still be here.

Kudos0

Re: Can't access Identity Safe Vault

I have reluctantly marked this post as solved (for fear of jinxing something)!!  I have successfully logged in twice in a row now without having to use the website version and, after 30 or 40 unsuccessful attempts, I will accept it as working!!

It didn't resolve my main question as such, I wanted my Local Vault back but the answer to that is that it has gone so I can't have an answer at all but as my Online Vault is working, I at least have access to websites without going through the pain of requesting endless password resets!!  It didn't help that there were two issues (I thought there was) and thought one was creating the other.  The Chrome incompatibilty issue with the toolbar is definitely separate to this now this appears to be working.

Kudos0

Re: Can't access Identity Safe Vault

Hi Garawa,

If things do not continue working and you desire to remove the soloved from this thread - let us know.

I added another Windows User to my already installed NIS system.  My first user has both Local and Online Vault, when I added the second user, that user does not have the Local Vault - just the Online vault - which totally messed up my mind.  That was about 4 months ago and I still have not figured out a way to get the Local Vault reinstated on the second user.  I am afraid (and I have not tried it) that if I log onto the second user, revert to 202 product to regain the Local Vault I will get it for that user and lose it for the user that has the Local Vault now?? 

I would say it were best to live with the Online Vault only - rather than chance messing up your wife's side!

Kudos0

Re: Can't access Identity Safe Vault

You're definitely right.  I said to her to deny any instructions to merge the two or lose the local one.  It seems every system has issues to be resolved (another on hers is that Outlook on the new Office suite doesn't work and the MS patches don't rectify it) so I certainly don't want to create myself another one!!  Perhaps everything on discs etc has it's advantges in some cases! ;-)

Kudos0

Re: Can't access Identity Safe Vault

Now you have access, be sure you take a fresh backup, and save it on a thumb drive.

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

Re: Can't access Identity Safe Vault

I am using Chrome 33 and NIS 21.1.0.18. My Identity Safe version is 2014.6.4.11, and I can't see how to update it. When I click on "Update Extensions Now," nothing happens.

 

Up until today, when I would click "Vault is Closed" in the Norton Toolbar, I would enter my password and click "Open," and the vault would open. Now suddenly the "Open" button is grayed out as well as "Show Password Hint." In fact they are grayed out before I enter anything. So I can't open the vault, and the program is useless.

 

What now?

 

P.S.  I think I have an even greater problem. I closed out the window where I enter the password (it never times out). Then I tried Internet Explorer. To my surprise, my password was already entered. The "Open" button and "Show Password Hint" are still grayed out and can't be selected. I closed the window and retried in Chrome. Same results. Should I be worried that my password is entering itself? Isn't that like not having a password?

Kudos0

Re: Can't access Identity Safe Vault


Pixie wrote:

I am using Chrome 33 and NIS 21.1.0.18. My Identity Safe version is 2014.6.4.11, and I can't see how to update it. When I click on "Update Extensions Now," nothing happens.

 

Up until today, when I would click "Vault is Closed" in the Norton Toolbar, I would enter my password and click "Open," and the vault would open. Now suddenly the "Open" button is grayed out as well as "Show Password Hint." In fact they are grayed out before I enter anything. So I can't open the vault, and the program is useless.

 

What now?

 

P.S.  I think I have an even greater problem. I closed out the window where I enter the password (it never times out). Then I tried Internet Explorer. To my surprise, my password was already entered. The "Open" button and "Show Password Hint" are still grayed out and can't be selected. I closed the window and retried in Chrome. Same results. Should I be worried that my password is entering itself? Isn't that like not having a password?


You should keep running LiveUpdate in your Norton product as there is an update available to version 21.2.x.x.. That is how your ID Safe versions get updated.

At the moment, this update is only available for English versions of Norton. If you use a non English version, it should be available in about a week.

Also, at this time, the support for Chrome is only up to version 32, You may still see problems until you see the announcement at the top of the Toolbar board that version 33 is supported.

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

Re: Can't access Identity Safe Vault

I have automatic updates, but I ran Live Update several times manually. (I have the English version.) I get this message:  Your Norton product version is up-to-date.

According to what you wrote, I don't have the latest versions of either Norton Internet Security or the ID Safe - which is part of my Norton Internet Security.

What can I do?

Kudos0

Re: Can't access Identity Safe Vault

Hi, Pixie. Version 21.2.0.38 is now released to users. If you run Live Update, eventually it will update your NIS to that version.

Windows 10 Home X 64 Norton Security Premium Latest Version
Kudos0

Re: Can't access Identity Safe Vault

When I went to run Live Update, it said that the last update was 3 minutes ago. However, it still says I have version 21.1.0.18. The New Version Check says I have the latest version. How can this be?

Kudos0

Re: Can't access Identity Safe Vault

There was a Quick Link to Norton Update Center at the top of this page. I clicked on it and was taken there. It provided me with  AutoDetectPkg.exe, which I ran. This program checks for Norton programs present on one's computer and then checks for available updates. The end result was a message saying, "Your Norton Product is up-to-date. You already have the latest version of your Norton product installed on your computer."

Kudos1 Stats

Re: Can't access Identity Safe Vault

Hi Pixie,

The Update Center and the Version check can only tell the difference between major version - like the difference between version 19, version 20 or version 21.  It can not tell the difference between version 21.1.0.18, 21.1.7 and 21.2.0.38.  If the first 2 numbers are the same in your install and what it seeks - it will say you are up to date.

The minor version changes 21.1.0.18 to 21.1.1.7 to 21.2.0.38 come down thru automatic updates.  Running new version check or using the Update Center will not pull in these changes if you are already on version 21 in this case.

Hope that clears things up for you.

Kudos0

Re: Can't access Identity Safe Vault

I understand what you are saying. However, I still don't see how I can get the latest version of NIS and the ID Safe (why do Norton Internet Security and Norton Identity Safe both have to have the same initials?). No matter how many times I use Live Update, I'm told I already have the latest update.  My NIS version is 21.1.0.18.

That said, I'm currently having no problems with Norton and Chrome 33. It was pretty bad for a while, but seems OK now.

Kudos0

Re: Can't access Identity Safe Vault

Hi, Pixie. I'm not sure why this update hasn't come down to you yet, but if you run Live Update manually each time you log on, it should come eventually.

Give it a few more days and if you don't have it by then, we can do some more investigating for you.

Windows 10 Home X 64 Norton Security Premium Latest Version
Kudos0

Re: Can't access Identity Safe Vault

For some reason I still have version 21.1.0.18.

Kudos0

Re: Can't access Identity Safe Vault

Hi Pixie,

Please try the following:

Go to the Norton Update Center link you toldus about at the top of the page.  When it opens, select the Choose My Product Manually,  When that page opens select NIS in the upper box and then select V 20 in the lower box and then select Continue.  Yes, you are lying about which version you have installed, so that it downloads the latest version (which is in fact 21.2..0.38).  The reason this may work is because of what I explained before about the suto not being able to detect versions within a version (like 21.1 as opposed to 21.2).  Once that finishes instaling, be sure to run LiveUpdate (rebooting if requested) as many times as it takes for you to see the specific words "no updates found".  At that point, please check your system for version 21.2.0.38.

Let us know how things go.

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