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Kudos0

Cloud Vault Syncing Phone but Not PC

I have a phone and a laptop PC. I have cloud Identity Safe vault that synchs immediately with my phone: When I change a pw on the cloud vault the phone changes, if I change a pw on the phone the cloud vault changes. If, however, I change a pw on the local PC the cloud vault is not updated and vice versa.  

The PC was new last January and I had help from Norton Support to get the account setup. The phone is new and I simply installed the app and signed in with the Norton and ID Safe pw’s.

Identity Safe on the PC is backing up to a local file on an as needed daily schedule. This leads me to suspect that there is a local vault that is not syncing to the cloud vault. I found the issue when I changed some 10 or more pw’s on the PC and found they weren’t synching with the phone.

I had 3 Norton support people start working on the problem, one with no understanding who dropped out of a chat session, another who sounded confident but dropped out of another chat session after wondering what time would be the best to reconvene if that should happen, and another who just directed me to others. This took a couple of hours. I find the support instructions confusing.

Can anyone help me get the PC and the cloud vault to exchange data?

Replies

Kudos0

Re: Cloud Vault Syncing Phone but Not PC

What browser are you using on your PC when you are trying to access your ID Safe vault?

Have you restarted both your phone and your PC? On the PC, have you disabled Windows Fast Startup feature? If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

Your post labels include IDSS and local vault. AFAIK, the IDSS only uses a cloud vault. Do you have a Norton Security product installed as well as the IDSS?  If so, you need to uninstall IDSS using Windows Control Panel - Programs.

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

Re: Cloud Vault Syncing Phone but Not PC

Thanks for your response and questions.

Google Chrome

I have restarted both devices multiple times.

I have disabled the Fast Startup feature (suggested in my ongoing thread "eraser64.dll"). Disabling this feature did not fix the eraser64.dll file can't be found error. Is uninstalling and reinstalling Norton - the remaining option for both of these problems?

I have Norton Security Deluxe. I looked and do not find IDSS separately installed. 

I exported a Vault backup today and found that the passwords do not match all the passwords on the cloud vault. Could I have both a local and a cloud vault (or maybe two vaults on the same platform?). 

I found a Support article "Sync local vault to cloud vault" that seems to addresses setting up a new installation that would fix this problem by moving the local vault to the cloud vault and deleting the local vault, but I am unable to access the same steps.

??????????

Kudos0

Re: Cloud Vault Syncing Phone but Not PC

To check if you are using a local vault on the PC, open your main Norton product and click on your email address at the top right. Click on Sign Out. Restart your computer and then use your Chrome browser to try to log into your vault again.  If you are first asked for your Norton Account email and password, you are using a cloud vault. If you are only asked for the vault password,you have a local vault.

Once we know that vault we are dealing with, we have a better idea of what the problem might be.

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

Re: Cloud Vault Syncing Phone but Not PC

I had a similar situation.  After the first upload of entries to the cloud vault, no other changes where sync'd between the cloud vault and the local pc.  Tried everything I found, like verifying vault login was cloud and not local, turning off fast start, reboots, et al.  Then I tried starting over and that did the trick.

step 1:  export vault to a .dat file  (important step!)

step 2:  delete vault

step 3:  reboot

step 4:  import vault from .dat file

And that did the trick.  Now syncing ok between pc and cloud.  

Kudos0

Re: Cloud Vault Syncing Phone but Not PC

Thanks for the last contributions. 

I logged out, from the main product window, rebooted, and logged back in from the Norton toolbar in Chrome which required my email and password plus my vault password, which from peterwed, indicates that I am using a cloud vault. 

I have a couple of questions going forward.

1) I assume the backed up export vault must be created from the Norton product window from Settings>import/export.

2) I have no idea how to delete the vault. Can I assume that the vault is the cloud vault? How do I go about deleting it?

3) Reboot, no problem

4) Import from the .dat file, no problem

If the process worked for you, I'm confident it will work for me....if I can delete the vault.

Kudos0

Re: Cloud Vault Syncing Phone but Not PC

Let me detail the steps I followed to get the local and cloud vaults sync'd.

1.  First I closed the Chrome browser.  The tool bar was not in sync with the local vault, and I just wanted to know that I had a clean situation dealing only with the local vault.

2.  I started Norton Security program on my local computer, double clicked 'Identity', and then clicked "Identity Safe' to start the local 'Identity Safe' program.

3.  I clicked the 'Settings' gear, selected the 'Import/Export' tab, selected 'Plain Text' and clicked 'Export' to save the csv file to a folder I set up for backup files.

4.  Then I read the csv file with notepad to make sure I had my logins and notes saved and retrievable.  I guess I'm a little anal here, but I spent a couple of days entering all that data.

5.  Then I did the export thing again, this time selecting the 'Identify Safe Backup Format - DAT file' option, and saving to the backup folder again.  This is the file you use to restore your vault.

6.  Now at the bottom of the local 'Identity Safe' program, click the 'Open' slider bar to the left.  This will close the vault.

7.  Now try to open the vault, but enter a bogus vault password three times.  You will then get an option to delete the vault.  I'm not gonna walk down that path again right now to get the exact dialog, but it was easy.

8.  Now I rebooted.  Don't know if I had to, but that's what I did.

9.  Now you need to create a new vault.  Again I can't walk through that exact dialog right now, but just do your thang.

10.  Now Import your saved 'DAT' backup and you should be up and running.  At least I was.

Good Luck

Kudos1 Stats

Re: Cloud Vault Syncing Phone but Not PC

7.  Now try to open the vault, but enter a bogus vault password three times.  You will then get an option to delete the vault.  I'm not gonna walk down that path again right now to get the exact dialog, but it was easy.

One thing to add to this point. Last time I checked, you had to enter three different incorrect passwords to get the reset option.

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

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