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Kudos0

Connection Issues with Online identity Safe

Since 4/13 I have been unable to access my online Identity Safe from 2 different computers.  Each time I get the error message "connection timed out".  I have the latest version of Norton 360 on both computers.  One computer (my office desktop) has  Windows Vista for its operating system; the other (my laptop - used at home) has Windows 7.  Each computer uses a different ISP.  Because I get the "connection timed out" error message, I don't get the option to change my password or reset the Identity Safe.  Because this issue arises under 2 different ISPs, I suspect the real problem is with Norton and not with my computers.

Any suggestions?

Lynn

Replies

Kudos0

Re: Connection Issues with Online identity Safe

Since 4/13 I have been unable to access my online Identity Safe from 2 different computers.  Each time I get the error message "connection timed out".  I have the latest version of Norton 360 on both computers.  One computer (my office desktop) has  Windows Vista for its operating system; the other (my laptop - used at home) has Windows 7.  Each computer uses a different ISP.  Because I get the "connection timed out" error message, I don't get the option to change my password or reset the Identity Safe.  Because this issue arises under 2 different ISPs, I suspect the real problem is with Norton and not with my computers.

Any suggestions?

Lynn

Kudos0

Re: Connection Issues with Online identity Safe

Hi Lynn,

Can you access your Norton Account?  When you sign in to your Online Vault, you have to be logged into your Norton Account before it will ask for your On line Vault Password.  So thee may be two different paswords the Online Sign-in is asking for.  If you are signed into your Norton Accocunt it will say so on the bottom of the Online Vault Sign in. So are you having difficulty signing into your Norton Account or your Online Vault?

Please try to click on the    on the Norton Toolbar.  Can youget to your ID Safe data (you may have to sign in using your Norton Account credentials - can you see your logins there?

Kudos0

Re: Connection Issues with Online identity Safe

Yank:  I have no problems signing in to my Norton account.  I can log in to Identity Safe through the website.  I just tried logging in again through both of my computers, and this time got the error message "A network error is preventing access to your Norton account."  I tried accessing through 2 different ISPs (Comcast and FIOS) and got the same message.  I tried logging in using my Norton account password and still got the same message (and not a "wrong password" message).  My 2 computers are not networked.  I have no problems accessing other websites.  To me, this suggests that the problem is with the Norton software and not with the internet connection.

Any other suggestions?

Lynn

Kudos0

Re: Connection Issues with Online identity Safe

Thanks for the addtional info.

Let me make sure I got this riht, one system is Win 7 the other Vista and I also understand 2 different ISPS.

Can you tell me your browser of choice and please incude the version for example FF 20 or Chrome 26 or IE 10 and is it the same on both systems?

Also, please open N 360, select Support from the Main page and then About and tell us the entire version number you have installed.  I ask as quitea few folks received 20.3.1.22. via LiveUpdate last night/today.  BTW, if you are not on 20.3.1.22, try to run LiveUpdate and see if it will update and then see if that fixes the ID Safe situation.

We'll be waiting to hear from you.

Kudos0

Re: Connection Issues with Online identity Safe

On the desktop (Vista), I usually use IE.  The current version is 9.0.8112.16421.  I also use Firefox version 20.0.1.  The Norton 360 version is 20.3.1.22.

On the laptop (Windows 7), I usually use Firefox version 20.0.1.  I also use IE version 10.0.4.  The Norton 360 version was 20.3.0.36, but I just ran Live Update, so that may have changed (I can't tell because I had to reboot for the change to take effect and lost my remote connection.)

Lynn

Kudos0

Re: Connection Issues with Online identity Safe

Thanks Lynn,

So we got:

Vista, IE9  (FF 20.0.1 occassionally) and N 360 20.3.1.22

Win 7, FF 20.0.1  (IE 10 occassionallly) and N 360 (since just updated 20.3.1.22) prior it was 20.3.0.36

IMHO, I see nothing different between the way the 2 should be acting in regards to the combinations of  OS/browser/N 360 products, and that holds true as both systems are producing the same "incorrect results".

I am grabbing at straws now, but any chance you could have a corrupted downlaod installed on both systems?  What I am saying is it possible you downloaded N 360 for an install (saved on one system) and used it to installon the other system?  Thinking if the initial download was corrupt - the reuse of it on the other system would be corrupted the same way.

I hesitate to suggest a clean install on both systems - unless there is a possibility of a corrupt download being used for both systems.  Hopefully someone else may have some ideas and thanks for hanging in there with me while we go through this.

Kudos0

Re: Connection Issues with Online identity Safe

Running Live Update on my Windows 7 laptop and rebooting seemed to do the trick there.  Unfortunately, that did not work on my Vista desktop.

My desktop hard drive crashed in September 2012 and I had to reinstall Norton 360 on the new hard drive.  Still I didn't have the connection problems until the end of last week.

Lynn

Accepted Solution
Kudos0

Re: Connection Issues with Online identity Safe

Hi gghwc,

Can you please try the below steps and check whether it is working for you.

      1) Can you please reboot the your machine.

      2) After machine reboot wait for a minute and launch Browser instance.

      3) Click on "Identity Safe" Tool Bar.

      4) From "Open Vault" UI click on "Logout" link from it.

      5) Re-Login to same Norton Account again.

      6) Repeat steps 3 to 5, 2 or 3 times and later try to login to vault.

 

Note:- Can you confirm whether you are able to login vault from Identity Safe Portal. ("https://identitysafe.norton.com")

 

 

Kudos0

Re: Connection Issues with Online identity Safe

To help everyone who is also having problems accessing their Online Identity Safe, here are the steps provided by viveksu that wound up working (this combines several private messages between me and viveksu):

1) If you are using Norton 306 then launch Main UI -> click on "Settings" -> Uncheck "Norton Tamper Protection" and turn it off "15 minutes".

    If you are using Norton Internet Security then launch Main UI -> click on "Settings" -> Click "General" -> Click "Product Security"-> Uncheck "Norton Tamper Protection" and turn it off for 15 minutes.

2) Open "Task Manager", Click the "Show processes from all users" button at the bottom of the Task Manager screen then make sure that the box next to "Show processes from all users" is checked.  Kll both  "ccSvcHst.exe" SYSTEM and USER process.  If you have more than 1 Norton product installed (I also had Norton Ghost), there may be multiple instances of these processes to end (I had 3 or 4).

3) Go to C:\ProgramData folder. ("ProgramData" folder is a HIDDEN folder so you need to select ("Show hiddedn files, folders, or drives" option from "Folder Options"    UI.

4) Under "ProgramData" folder go to folder "Norton \ "0C55C096-..."\N360_20.3.1.22" If you had installed Norton 360, for NIS you will see a different folder.

5) Under "N360_20.3.1.22" go to "Framework" and

       delete the file which starts with the letter "h"

       delete the file "OPS.db"

       delete the file "OPS.db.bak".

6) Reboot the machine.

7) Turn ON "Norton Tamper Protection" which we turned OFF on Step 1. Please do this Step.

8) Try to login vault.

Public thanks to viveksu!

Lynn

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