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Kudos0

Can't sign in to my account from the "Norton Security" window

Can't sign in to my account from the "Norton Security" window that opens from the taskbar icon menu. After clicking on "Sign In" at the top of the "Norton Security" window, a new window opens saying "Communicating with the Norton server", tries for about 2 minutes to connect, then says "Cannot connect to the Norton server" and below that "Unable to contact the Norton Server. Please try again." Trying again (many times) yields the same results. Have tried turning off fast startup as well with no luck. Have also used the uninstall/reinstall program of Symantec and that does not fix this problem either.
This has been going on for several months now.
I can access the Identity safe through:  https://identitysafe.norton.com/home , but cannot edit card information through that window which is what I've been trying to do.

I am using Windows 10 Pro, Chrome Version 64.0.3282.119 (Official Build) (64-bit), on an HP Envy laptop with an i7-4710MQ @ 2.50GHz, 16GB Memory and 2- 1TB Samsung SSDs, on a wireless 5GHz connection with Comcast cable modem/router with them as ISP.
Any help to resolve this would be greatly appreciated!

Replies

Kudos1 Stats

Re: Can't sign in to my account from the "Norton Security" window

I hear you, this is getting to be a problem with that identity safe ever since they removed the IDsafe from the Norton toolbar and made an addon for chrome it is totally broke. I spend more time logging into sites i frequent to even when I click the check box to keep me signed in. Sometimes I wonder if there are anyone that is around that cares to fix it.. I got 50 some days left on my subscription and hate to part ways with Norton since I've been using them for over 20 years

Kudos0

Re: Can't sign in to my account from the "Norton Security" window

I got 50 some days left on my subscription and hate to part ways with Norton since I've been using them for over 20 years

Why give up a good security product just for the password manager. Look around for a password manager that you like and just disable Norton's ID Safe.

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

Re: Can't sign in to my account from the "Norton Security" window

Hi @sfm153,

Sorry for the inconvenience caused. Please let us know if you are still facing issues with Norton Identity Safe login. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Yes, I'm still unable to login through the Norton Security window that opens from the taskbar icon menu. Norton is updated regularly through LiveUpdate, Chrome is updated, Windows 10 Pro is updated, as welll as every other application and service I'm aware of on the computer including Java. Attached are the two associated screen shots of the connection attempt. I've cleared the IP and DNS caches, Browser cache, and done a full virus scan with Norton using LiveUpdated definitions run immeadiately before the scan. As I mentioned above, I also used the Norton Tool to uninstall, reboot, and reinstall NIS with no fix. I don't know what IP address the connection being attempted is using (or the Port) so can't verify that connection status via Ping or Traceroute.

File Attachment: 
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

sfm153:

Can't sign in to my account from the "Norton Security" window that opens from the taskbar icon menu. After clicking on "Sign In" at the top of the "Norton Security" window, a new window opens saying "Communicating with the Norton server", tries for about 2 minutes to connect, then says "Cannot connect to the Norton server" and below that "Unable to contact the Norton Server. Please try again." Trying again (many times) yields the same results. Have tried turning off fast startup as well with no luck. Have also used the uninstall/reinstall program of Symantec and that does not fix this problem either.
This has been going on for several months now.
I can access the Identity safe through:  https://identitysafe.norton.com/home , but cannot edit card information through that window which is what I've been trying to do.

I am using Windows 10 Pro, Chrome Version 64.0.3282.119 (Official Build) (64-bit), on an HP Envy laptop with an i7-4710MQ @ 2.50GHz, 16GB Memory and 2- 1TB Samsung SSDs, on a wireless 5GHz connection with Comcast cable modem/router with them as ISP.
Any help to resolve this would be greatly appreciated!

Hi sfm153,

Once you get to the page you linked and select a  login, click on Edit:

After that, you can make your changes and SAVE them.

Hope this helps some.

Kudos0

Re: Can't sign in to my account from the "Norton Security" window

That sounds good, but no such button to be found there. I believe your post shows an edit window for a login entry, which is different than a credit card entry which is what I need to be able to edit and yet see no method available on the page.

File Attachment: 
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Just tried logging in again after a fresh LiveUpdate that was around 100Mb and had me reboot to finish installation.

Now I get this error message when trying to connect to the Norton server, with Chrome, Edge, Firefox, and Safari (all updated to the most recent version):

Just applied the Live Update patch and still get the same error message . . . 

File Attachment: 
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Depending on what version of Norton you were on before today's update, you may need to run LiveUpdate and restart your computer a few more times. This update made some rather big changes and requires a little more work to get it fully updated.

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

Re: Can't sign in to my account from the "Norton Security" window

I've always had the most recent version of NIS, and update it manually on at least a daily  basis. I have run the LiveUpdate until it says there are no more updates, verified that I have the most recent version of NIS, rebooted, and just ran a full scan with the most recent definitions.
The main window that opens for NortonSecurity from the taskbar (view attached .pdf below) recognizes a mouseover event for the icons in the window (Identity Safe, ID Settings, Statistics, and Password Generator) but other than the icon enlarging slightly, only the Password Generator is functional to open a new window. The other icons do nothing.
I still get the browser error message window when clicking on settings to connect to the Norton server.
The Chrome Browser toolbar icon for Norton Identity Safe just takes me to the Windows Store and tells me its been added to Chrome.
Going to the site at https://identitysafe.norton.com/home still does not allow editing of cards (including deleting them). This means I'm effectively locked out of my own saved information - not good!
The Antivirus safety provided by the program appears to be working, but the navigation through and access to its features is a mess at this point. Have had NIS and other Norton/Symantec products since the 80's and this is most discouraging.

File Attachment: 
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Did you only restart your computer once after applying that patch you saw? If so, try a couple of more restarts. As I noted, the most recent updates have required a couple of extra restarts to get things working properly.

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

Re: Can't sign in to my account from the "Norton Security" window

OK, restarted 3 times, checking LiveUpdate each time with it reporting "LiveUpdate finished - No updates found" each time. This time I did wait a bit longer after a slower mouse click on the "Identity Safe" icon in the Norton Security window I showed attached to the previous post, and it took me to the "Get Started" "Norton Identity Safe" window with the "Sign in" button, which, when I click on it, then takes me to the "Norton Security  Sign In" window saying "Communicating with the Norton server", which then errors out with "Cannot connect to the Norton server" "An unexpected browser error has occurred."
This is getting tiresome . . . 

Thanks for your efforts to help, but I'm sure not having any luck with it yet.

Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Hi @sfm153,

I have sent you a private message via forums requesting logs for further investigation. Please check it when you get a chance. Thanks. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Can't sign in to my account from the "Norton Security" window

Here is the log requested.
I had to rename the file extenstion for  [HP17TWIN10PNEW]__2018-02-01__14-46-59__e053e1.sbdz  to zip due to the allowed upload file types.

Also please note that the instructions for setting the default browser are incorrect.
Following the link to support provided, and following the directions given for "I have Windows 10", "Default apps" is not an option shown under Start> Settings> System. It is found under Start> Settings> Apps, then "Default apps" appears in that window with "Web browser" as an option under "Default apps".

Thank you for your help with this. I've seen from a google search that I'm not the first person to have run into this particular problem, though apparantly for different reasons than some of the others where an ASUS sound app may have been the cause.

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