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Kudos1 Stats

Chase Banking - Ident Safe not working correctly

Chase Banking on-line has a small pop-up to enter the login info.  Identity Safe does seem to fill in the correct info yet when I click on the Sign-in button it says the info is incorrect.  Even if I manually type in the correct info Identity Safe overwrites the info which again seems correct but is rejected by the site.  I had to turn off Identity Safe for that web site to be able to manually type in the info and then I can get in.

There are two URLs for this web site:

https://chaseonline.chase.com/Logon.aspx

https://secure05b.chase.com/web/auth/dashboard#/dashboard/index/index

I've seen this happen on other web sites that use a small pop-up for login in info but I don't remember what they are.  As long as the web site uses a regular web page Identity Safe works correctly. 

Gerry

Replies

Kudos0

Re: Chase Banking - Ident Safe not working correctly

You can report the site to the ID Safe team from your product.

From the Norton Toolbar in IE or Chrome, Navigate to the login page you are having problems with. Then click on Vault is Open on the Norton Toolbar. Then click on Options beside Current Site. From there click on Report an issue with this site. Then follow the directions.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Chase Banking - Ident Safe not working correctly

Thank you for reporting the site problem, we will be working on fixing it.  

Our newer-design Identity Safe in our browser extensions for Microsoft Edge and Mozilla Firefox appear to work for chase.com login forms from my basic testing.  If those are browser options for you, please consider trying our extensions on them.

Thank you,

Matt Powers
Symantec Corp.

Kudos0

Re: Chase Banking - Ident Safe not working correctly

How do I get and install the extensions for Edge and Firefox?

Thanks,

Gerry

Kudos0

Re: Chase Banking - Ident Safe not working correctly

For Edge, use the Windows Store app and search for "Norton Identity Safe" and you should find an Edge extension.

For Firefox, go to addons.mozilla.org in Firefox and search for "Norton Identity Safe".

Regards,

Matthew Powers
Symantec Corp.

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Hi,

Thanks for the info but still no joy!!

For Edge it would not let me "Get" the app unless I updated Win 10 to the new version which can take an hour or more to do.  So no thanks!

For Firefox I did get the extension and it said it installed correctly so I went to Chase and when the login popped up there was another smaller pop-up telling me to login to Norton to open the Vault.  So I entered my Norton ID info and it went to a page to login to Norton but then failed with a message that said something like "Something wrong happened please try again."  I tried several times and still no go!

If you are able to get web sites like Chase to supposedly work with Edge and Firefox why can't you get them to work with IE.  Yes, I know MS will eventually phase out IE in favor of Edge, but I would assume that for now IE is still the most common browser in use.  So please make sure you do whatever is needed to get IE to work with sites like Chase.

Thanks,

Gerry

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Thank you Gerry - 

We are triaging the issue for IE and Chrome among other site login issues.  

Please try again with Firefox-- the service to access your vault data should generally be available (there were some service migrations being done earlier today that may have led to what you saw for temporarily not being able to access your vault).

Thanks,

Matt Powers
Symantec Corp.

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Hi,

Again thanks for the help but it is getting rather confusing!  I tried again with FF and I did get logged into Norton but then it said there was no Vault.  I know I have the Vault within Norton Security (NS)  as there are many logins saved and again they all work except with web sites like Chase.  Was it referring to a cloud Vault?  If so the only thing I saw in NS was to convert to a Cloud Vault which I don't want to do.  Isn't there a way to maintain the local Vault within NS and a Cloud Vault.  Lastly, if IE can work with the local Vault why can't FF?

Gerry

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Hi Gerry- 

Thanks, I did not realize you were using a local vault and sorry I steered you in the wrong direction.  

At present, our Edge and Firefox extensions only support the cloud vault.  

Can you please share your thinking for preferring local vault?  Is it mostly about availability/reliability, or security? or something else? I'm keen to collect this information (and am aware of the old threads expressing this concern [1] and giving a process for maintaining local vault [2])

[1] https://community.norton.com/en/forums/please-return-local-vault

[2] https://community.norton.com/en/forums/retaining-your-local-vault

Thanks,

Matt

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Hi,

Again thanks for all the help and the quick replies.  I took a quick look at those old threads and here's my thoughts on a local Vault.

Obviously doing anything that requires a Vault of any kind implies that you are on-line.  So theoretically a cloud Vault should be available whenever you are accessing a web site that need login info.  But for example lets say I want to go to my bank (not Chase, but another bank that works ok with the current NS Ident Safe) and for some reason the Cloud Vault is not available.  Then the login info would not be available.  Of course one could just manually type in the login info but that defeats the usefulness of Iden Safe.  The ideal situation, to me, is to have the LOCAL program (NS) depend on a LOCAL Vault but also have it synchronized with a Cloud Vault more so as a back-up to the local Vault.

Anyway, that's my thoughts on it.

Gerry

Kudos0

Re: Chase Banking - Ident Safe not working correctly

Thank you Gerry - I really appreciate the feedback on how you view the importance of local vault and will keep it in mind as we make our future plans.  

Please note the new design for our Edge and Firefox extensions no longer require usage of the local NS program - they are meant to deliver helpful features purely in the web browser space.  I definitely hear you on the availability concerns!

Thanks,

Matt

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