• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

I upgraded my Vault to use the Cloud.

Last time I ran a Live Update, I was given the option to convert my Vault to the Cloud, which I did.  Now, when I try to open the Vault, I get the "Get Started" screen to sign in, which I do.  The sign in is not acknowledged and returns me immediately to the "Get Started" screen and the vault remains closed.  I tried to enter an invalid password and I was correctly rejected with an invalid username/.PW message.

So, I cannot open my vault.  I am running Windows 10 64 bit and maintenance is up to date, as is my Norton Security Suite which is version 22.7.1.32. I ran the local diagnosis tool from the help screen and no problems were found.

Anyone else have this issue or a solution?

Labels: Online Vault

Replies

Kudos0

Re: I upgraded my Vault to use the Cloud.

Hello

I think I saw at least 1 other thread about something like this.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: I upgraded my Vault to use the Cloud.

I think this may go with my problem as well. I also got stuck in that loop but with help from "chat", finally got signed in, BUT all of my logins were gone! I was able to restore the majority of logins thanks to the back ups I found on my computer. The most recent of the back up files was about a year ago, so I am still missing any new logins or changes to old logins since then. I am very unhappy about losing those logins. Chat was of little help, remotely tried to restore the files but only ended up rebooting my computer and disconnecting from my chat session and not be able to reconnect to it. Hope you do not end up in the same spot I was in. Good luck!
Kudos0

Re: I upgraded my Vault to use the Cloud.

One option is to get your Local vault back. If you do, you will have both the local and online vaults.

As long as you have had a local vault at some time it is possible to regain it if you have been converted to the online vault. Check the information gathered by user elsewhere in this thread.   https://community.norton.com/en/forums/retaining-your-local-vault

If you do get the local vault back, be sure you back it up so you can import it to your cloud vault.

For now, if you are using IE or Chrome, you will be able to retain both the local and online vaults.

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

Re: I upgraded my Vault to use the Cloud.

Hi JBoyleSr,

Sorry for being late to this thread.

I just spotted that you are using Norton Security Suite - please verify that it is the Comcast version.

Kudos0

Re: I upgraded my Vault to use the Cloud.

Yes, I have the Comcast version of Norton Security Suite.
Kudos0

Re: I upgraded my Vault to use the Cloud.

Hello JBoyle

Since you have Comcast NSS, you can't have a vault in the cloud. Did  you install your NSS by using a link from the Comcast site?

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: I upgraded my Vault to use the Cloud.

To tell you the truth, I don't remember. I installed it a few years ago and it updates itself periodically. it was all a part of their security "Guard" set.

Kudos0

Re: I upgraded my Vault to use the Cloud.

Please have a look at he following NSS FAQ from the Comcast Forum:

http://forums.xfinity.com/t5/Anti-Virus-Software-Internet/How-To-Uninstall-Reinstall-Norton-Security-Suite-after-a-problem/m-p/870735#U870735

since we do not know what you have currently installed (from Comcast or Retail Product link) -  this link should get you close to back on track.

Let us know how things go.

Accepted Solution
Kudos0

Re: I upgraded my Vault to use the Cloud.

OK.  I'm back in business.  Thanx

-- Jim

Kudos0

Re: I upgraded my Vault to use the Cloud.

Good news.

And can you fill us in on what worked? This can help others that may have the same issue.

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

Re: I upgraded my Vault to use the Cloud.

Yes, of course.  I went to the link, which basically said to uninstall NSS and use their tool to wipe any vestiges remaining.  Then do a fresh install from the Comcast link and then follow their instructions to import a backup of your vault.

Before I did all that, I decided to do a simulation run where I  would follow the link/instructions but not execute anything that would change the current environment.  When I was simulating the import the vault backup portion, I was able to log into my existing vault, which was apparently still on my local machine.

So, for me, the trick was to log into the vault from the main NSS application instead of from my browser's tool bar.  After the first login, I've been able to open and close the vault from the Norton browser tool bar.

So basically, my steps were:

1)  Open Norton Security Suite

2)  Click on "Identity"

3)  Click on "Identity Safe"

4)  Login to the vault.

As I said, it appeared my vault stayed local and didn't go to the cloud when I tried to do it.  Maybe the browser tool bar got confused and kept trying to login to something that wasn't there (cloud vault).  After logging in from the main screen, it appears to have rectified itself.

That's what worked for me. 

Kudos0

Re: I upgraded my Vault to use the Cloud.

Thanks

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

Re: I upgraded my Vault to use the Cloud.

The Comcast Norton Security Suite now has the option to convert the local vault to a cloud vault (which I declined on my two Windows 10 computers).

Kudos0

Re: I upgraded my Vault to use the Cloud.

PaulGo:

The Comcast Norton Security Suite now has the option to convert the local vault to a cloud vault (which I declined on my two Windows 10 computers).

Since when?

@yank, do you know anything about this?

Thanks.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: I upgraded my Vault to use the Cloud.

Krusty13:
PaulGo:

The Comcast Norton Security Suite now has the option to convert the local vault to a cloud vault (which I declined on my two Windows 10 computers).

Since when?

@yank, do you know anything about this?

Thanks.

Yes, but not sure why or how? 

At present I have both a Local and an Online Vault on my Comcast system. 

I'm still trying to grab some more info - stand by - it may take awhile as I have about 7 or 8 real-life events to accomplish today.

Kudos0

Re: I upgraded my Vault to use the Cloud.

@Krusty13

As I was merrily going through some troubleshooting on my Win 7 Comcast Norton Securtiy Suite - trying to duplicate someone else's situation - lo and behold I got a pop-in down in the right hand corner - looked like the following:

I was really puzzled as it mentioned full use of the features & Norton Mangement - since the Norton Vault nor Norton Management is offered in NSS.

I got brave and clicked on Next after taking a screenshot of it.

Next thing I knew, I saw the following:

Really surprising thing was It was labeled NSS with the CG Xfinity7 logo and was communicating with the Norton Account.

While I was intrigued with what I was seeing - I managed to get a screenshot.

When I attempted to come out of Snipping Tool - the screen "communicating" had disappeared and I did not see anything different on the system.  At some point in time after that, I received the popup asking to merge:

I of course selected Keep Both.  I then did some testing, closing the Local Vault, opening the Cloud Vault, closing the Cloud Vault and Opening the Local Vault and all was the same as it was on my NS Premium (WIN 10) and my NS Premium on Vista -all updated to 22.7.1.32  Vault Log-in screens appeared normal for the Local/Cloud options.

FWIW I used the same Norton Account email and password as I use for my NS Premium and mobile devices Norton Account.

Also, the Performance Square now presents the Norton Family (as it had in the past) and the Identity Safe - image as follows - except the iOS and Android buttons do not take you anywhere,  Hover over them with the finger and they turn Red, but when selected, do not do anything.  It seems they did work when I first noticed them.

If I recall correctly those ID Safe Buttons took you to the same location as they do on the Norton Security retail products.

That's all the info I have at present and no one from Comcast seems to be offering any more!


 

Kudos0

Re: I upgraded my Vault to use the Cloud.

So you were at least offered to keep both. Why can we not get that in the retail versions?

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

Re: I upgraded my Vault to use the Cloud.

My guess  -  they are getting ready to kill off the local vault in NSS too. 

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: I upgraded my Vault to use the Cloud.

Based upon your feedback I decided to enable the Cloud Vault.  I previously had a cloud vault before I switched over to the Comcast Norton Security Suite.  When I chose the option to "switch" it did not offer me the option to keep both vaults but it did compare my local vault to the cloud vault and where there was differences I was asked which one I wanted to keep. After the migration was completed I rebooted my computer and disabled the internet access.  I then opened Norton Identity Safe and was able to access all my passwords (even with no internet access), so in my case both vaults were kept.  

Kudos0

Re: I upgraded my Vault to use the Cloud.

Just a follow up now that I have a cloud vault I am subject to the cloud validation to my vault password.  Currently the cloud validation must be down since on both computers I cannot log into my vault account.  Another reason to stick with a local vault!  Very disappointing!

A follow up - I was able to log into my cloud vault with the Firefox ID safe plug in but not with the Comcast Norton Security Suite.  It appears the option to use a cloud vault has corrupted the Norton Security Suite.  I have rebooted both computers but that did not help.

Kudos0

Re: I upgraded my Vault to use the Cloud.

Just to be clear. Are you being asked for your email before logging in? If so, it is your Norton Account password you need to enter after the email. Then you are asked for the vault password.

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

Re: I upgraded my Vault to use the Cloud.

I was asked for my email and Norton password for the initial cloud login.  After my Norton login was verified I was then asked for my vault login and then I completed the merge of my old cloud passwords with my local vault.  After Norton Security suite no longer allowed me to log into my vault I needed to uninstall Norton on both Windows 10 computers and then reinstall Norton.  The reinstall reestablished my local vault (with no need to initially enter my email).  I then tested it by disconnecting from the internet and opening my local vault.  

Kudos0

Re: I upgraded my Vault to use the Cloud.

Hi PaulGo, 

This post mostly FWIW:

I still have the Local and Cloud Vault on my WIN 7 NSS install.  You mention the merge and you did not see the "Keep Both" option - is the following perhaps similar to what you saw?  If you saw this and you chose Convert, you should have lost your Local Vault after the Cloud Vault was set up.

The above Image is actually from NIS V21's Identity Safe and I believe the one I posted above with the Keep Both is a more recent merge prompt.

Kudos0

Re: I upgraded my Vault to use the Cloud.

Yes that is what I saw.  However, before I updated my two computers to the cloud vault I ran live update to verify there were no updates and I also checked the version of Norton Security Suite to verify I had the latest version.  

Kudos0

Re: I upgraded my Vault to use the Cloud.

After reinstalling the Comcast Norton Security Suite I am no longer offered the option to sign in or use the cloud vault. Why???

Kudos0

Re: I upgraded my Vault to use the Cloud.

Did you run LiveUpdate to bring it up to version 22.7.1.32?

Kudos0

Re: I upgraded my Vault to use the Cloud.

Yes I did a live update and I am at 22.7.1.32.   

Kudos0

Re: I upgraded my Vault to use the Cloud.

Hi PaulGo,

Please go to More Norton Square on the main UI of NSS.  Select the Identity Safe button - do you see iOS and Android buttons?  On my system (Win 7) they turn red and I get the finger when I hover over them, but clicking on them does nothing.  There was a brief period of time right after .32 came out that they in fact linked to other pages (as my NS Premium on a WIN 10 AV system still does).

It appears the ability (question) to convert to a Cloud Vault did exist shortly after .32 arrived and that someone at Norton realized that should not be happening and a later update to NSS changed the ability to have the options associated with a Norton Account.

Perhaps @Tony_Weiss can clarify?

Kudos0

Re: I upgraded my Vault to use the Cloud.

I get the same results as you on the IOS and Android buttons.  It appears my ID Safe account is linked to the cloud since  at the ID safe page at the bottom of the page that show the logins it shows my email address and it has the option to sign in as a different user.  If I choose that option it asks me to sign into my Norton account.  However if I reboot my computer and have the internet disconnected I can still log into my ID Safe (local vault),  So it seems I have a hybrid but without a choice for which vault I want.  This is really screwed up! 

This thread is closed from further comment. Please visit the forum to start a new thread.