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Kudos1 Stats

Can't log into cloud vault from Firefox toolbar on either computer

I recently have a second computer (my wife and stepson also are on the first license), and got a license for 3 more devices. I got Firefox installed and NIS installed with no problems. I didn't realize I was on the cloud vault and no longer using local vault, so I backed up Identity safe as a .dat file and imported it into Identity safe on new computer (I don't know if that has anything to do with this problem). Anyway, at this point, I can log into the cloud vault if I go to the Norton website, but I cannot log into the vault from either computer Norton toolbar in Firefox. After entering the password, it sits there and eventually times out saying that the network connection timed out, try again later.

Replies

Kudos0

Re: Can't log into cloud vault from Firefox toolbar on either computer

Also, I forgot to mention that I cannot log into the cloud vault from inside NIS Identity Safe settings either.

Kudos1 Stats

Re: Can't log into cloud vault from Firefox toolbar on either computer

Well, I guess I had to solve my own problem! I figured all of this out, why no explanation form Symantec.

First, we have two computers, my wife's and mine.. The computers both have the same account login for obvious reasons. But, my wife had her own password to get into her own Identity Safe with her own list of logins. The same is true of me.

It is critical at this point to say that you should have had and Identity Safe backup of each computer while you could still get into the Identity Safe.

Anyway, here's what I found - When Norton switched to a single Cloud Vault per account, all of a sudden, I couldn't get into my Identity safe, but my wife could get into hers. I think what happened is that I unknowingly let my vault get uploaded to the cloud vault, and it required that I do a vault reset locally. Since my wife didn't do that, hers still worked, so I made a back up of her Identity Safe right away, and I already had a backup of mine, luckily.

OK, so here is how I got them both set up.

First let me say that I could get into my cloud vault online at Norton with my vault password because I was logged in with my account and password, etc.

So, on my computer, whenever I tried to get into the vault with my vault password, I would get a network timeout after a ridiculous wait period, and that's what I got even after three tries. It then dawned on me, try putting in a completely erroneous password three times. It was then that I got the message at the bottom asking if I wanted to reset the vault, I answered yes a few times.

Then I was able to login with my account and password, and when it asked for a new password, I used my current password, and IT WORKED! I could now go to configure, select the gear for the Indentity Safe settings, and IMPORT my logins (I noticed that it asked me if I wanted to merge or replace the data, I selected replace at this point, since it was reset. Things are great and it works with browsers just fine.

OK, now my wife's computer. Even though I could log into her Identity Safe with her password and see her specific logins, that is not good. She needed to be switched over to the cloud vault. so I signed out of Identity safe, and used the three erroneous passwords as well on her computer and then followed the same instructions as above for her computer - USING MY ACCOUNT LOGIN, PASSWORD, AND THEN CREATING A VAULT PASSWORD THAT WAS MY VAULT PASSWORD.

At this point, I could login into Identity Safe on her computer, but it only showed my logins obviously. So, I went into the settings for Identity Safe (doesn't matter which computer at this point) and IMPORTED her Identity Safe backup file. When it asked if I want to merge, I said YES. Now everything works on her computer as well.

Our logins are now merged into one cloud vault, which is fine. We could now go in and clean the logins up where there were duplicates, and where the sites were the same, but she had her own login and password, I just edited the title to show her name in the front of it, so that when Identity Safe shows more than one login for a site, she will know which login is hers.

Wow, I wish Symantec had explained this scenario when you have multiple users/computers for one account license!

Kudos0

Re: Can't log into cloud vault from Firefox toolbar on either computer

When Norton switched to a single Cloud Vault per account, all of a sudden,

Since, the advent of Norton Online Vaults.  Norton has always been one Cloud Vault per Norton account.  
Norton account that holds your Norton products does not have to be the Norton account used for an Online Vault.

Kudos0

Re: Can't log into cloud vault from Firefox toolbar on either computer

OK, I see, so when I reset the vault for my wife, I could have created the vault with her own password, and imported her own Identity Safe backup, and she would then have her own logins in her own cloud vault.

I don't mind combining the two, then there is only one backup/export to do regularly.

It still doesn't explain why, when I imported my logins into my new computer, and still had the old computer logged in with the same password, then all of a sudden, I could not log in from either computer, I got the now famous "Network timed out, check your connection" as long as I kept using the correct password.

Kudos0

Re: Can't log into cloud vault from Firefox toolbar on either computer

Online Vault access is not an absolute.  Users report portal access problems.  When online vault access is a problem.  Try to sign off account / vault.  Close open windows.  Reboot.   Try again.  Access problem may be temporary portal issue.  Visit Community see if others reported same.   Please check if you can access vault via https://identitysafe.norton.com/  Access problem may be your product / browser / bad update / ? n' not online vault server.

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