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Kudos0

ID Safe on iPhone Does Not Sync with Cloud-Based Vault

After downloading an update to ID Safe on my iPhone the app repeatedly crashed. So I deleted and re-installed it. Now it will not sync to my cloud-based vault and I cannot access my Log-ins and Notes. Norton wants me to delete and re-install ID Safe on the PC on which I originally created it. I am not willing to risk losing all of my data and, in any event, this seems ridiculous for a cloud-based service. 

Suggestions?

Replies

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

You are right to be concerned about losing your vault data. Reinstalling the ID Safe on your PC can will not affect the actual cloud vault. There seems to be some issue with the IOS version of ID Safe.

What is your phone's version of the IOS operating system? There is another user here that is having trouble with IOS 10, that I am not seeing on IOS 9.   https://community.norton.com/en/forums/norton-id-safe-ios

Not sure if these two issues are related.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Hi jdemerson, we have identified the problem because of which the app crashes after updating to the latest version 4.5.95 on some users' device and have fixed the same. The update should be available in the next few days.

Reinstalling the app should reset everything back to normal. In your case after reinstalling the app, are you able to login in the vault? If so, then do you see 0 items (logins/address/wallets/notes) in the vault or do you see partial items in the vault? 

You can also try logging into https://identitysafe.norton.com to check whether vault items are available.

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Yes I am able to log into my cloud-based Vault. And yes, there are zero (0) entries. when should i unistall and reinstall the app on my iPhone?

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Version 10.3.1, the latest iOS version.

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Can you check the items by logging into the vault in https://identitysafe.norton.com?

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

There is nothing there when i use the URL above. However, when I log in from my PC ID Safe (part of Norton Internet Security) the entries are there.

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

When should i unistall and reinstall the app on my iPhone?

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

As I understand, you have already uninstalled and reinstalled the app after you encountered a crash. Then there is no need to repeat the same

If you are not seeing any vault entries even in your IDSafe web portal (https://identitysafe.norton.com) then the entries may not be available in the cloud vault and only available locally on your PC. You may have to ensure that the PC is connected to the internet and you are logging into the vault on the PC with the same norton account as used to login in mobile or web portal.

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Look, I am going to say this one last time: I have one (1) Norton account: [Removed] which is my log-in for Norton Internet Security, including ID Safe. I am able to sign into this account on my (traveling) PC and, when I return to NYC, I will try to sign onto it using another laptop. Meanwhile, I get no entries from the mobile app. Since the data are cloud-based this must be YOUR problem. And my frustration with the varying responses which I get is mounting. Right now I am not a happy camper. I depend on the mobile app ID Safe almost as much as I do on the ID Safe in NIS on my PCs. Your update broke the app. When i uninstalled and re-installed the app there are no entries. NOT GOOD>

[Admin Edit: Removed personal email address]

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

The PC IS connected to the Internet and I am logging into the Vault with my ONLY UserID. 

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

I understand your frustration. You have to realize that we have to ask questions and give different suggestions because we cannot see your devices and systems.

You noted you cannot see any logins when are on the phone and you use a browser to go to https://identitysafe.norton.com

If you use your laptop and use your browser to go to the same web site, are the logins still there? 

Did you try resetting the vault at some time after the initial issue with the vault from the phone? 

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

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

You noted you cannot see any logins when are on the phone and you use a browser to go to https://identitysafe.norton.com

Correct

If you use your laptop and use your browser to go to the same web site, are the logins still there? 

No. But they are there if I use the ID Safe in Norton Internet Security

Did you try resetting the vault at some time after the initial issue with the vault from the phone? 

No. How would I do that?

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

If you use your laptop and use your browser to go to the same web site, are the logins still there? 

No. But they are there if I use the ID Safe in Norton Internet Security 

If you have been using Norton Internet Security for some time, this sounds like you have a local vault on that laptop. To verify, open your main Norton Internet Security and look for your email at the top right. Click on that and Sign Out. 

Now go to your browser and try to open your Identity Safe vault. If you are not asked for your Norton Account email and password before being asked for the vault password, you are using a local vault. The local vault has no connection to any online vault you may have been using on your mobile devices.

Did you try resetting the vault at some time after the initial issue with the vault from the phone? 

No. How would I do that? 

If you enter three different incorrect vault passwords you are offered the option to reset the vault. That would wipe out any logins and you have to start over. If you did  not know about it, you probably did not do it.

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

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

If you have been using Norton Internet Security for some time, this sounds like you have a local vault on that laptop. To verify, open your main Norton Internet Security and look for your email at the top right. Click on that and Sign Out. 

No and I will tell you why: periodically (for security) Norton requires me to re-sign-in to my Norton (cloud) account and then access ID Safe. Moreover, when i add a log-in or a note on one device, in the past, it has propagated across all devices with ID Safe. Ergo, I am accessing and updating cloud-based data.

I have never entered three incorrect passwords and been asked to reset the vault.

Peter, I know that you are trying to be helpful but this is going in circles. I have an MS in computer systems and was CIO of a multi-billion dollar company. I may be a "newbie" on this forum but I am not a newbie. And I am tired of being frustrated and wasting my time. Does or did Norton have a problem with its app servers?

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

Thanks for the info. Again, we have no way of knowing a poster's knowledge or experience level unless they offer that information up front. So again, we start slow and work up.

From your description, it would seem to verify you are using the cloud vault. And the laptop you have with you now is one that has had the vault contents sync in the past?

I'll leave it for @arpan_sinha to follow up with you. After all, an employee should know more than a volunteer.

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

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

From your description, it would seem to verify you are using the cloud vault. And the laptop you have with you now is one that has had the vault contents sync in the past?

Yes. But I will verify that when I return and have access to another laptop. If the note which I created on this laptop shows in the ID Safe Vault of the other laptop then we reasonably can conclude that this laptop is updating the Vault in the cloud and not locally. Thank you for your help. Over to Norton...

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

jdemerson

Something that might help is what arpan suggests in this post about ensuring crash logs are created and sent automatically to Norton.   https://community.norton.com/en/comment/7440101#comment-7440101

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

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

My apologies to everyone who participated in this thread, especially Peter and Arpan. When I returned home I opened ID Safe Vault on another device (laptop) and no entries were in the Vault. This means that the Vault was wiped out (I do not know how) and that is why I could not find any Vault entries in my ID Safe mobile app Vault. I restored the entries from the last .dat backup and now I DO SEE entries on my ID Safe mobile app and on the laptop. This clearly was user error though how it occurred I have no idea. Case closed.

Thank you for your persistent help, especially as I expressed my frustrations.

Jeff

Kudos0

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

No problems. I know it is frustrating while you are experiencing difficulties. 

Just glad you got it figured out.

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

Re: ID Safe on iPhone Does Not Sync with Cloud-Based Vault

With your help, Peter. Previously I didn't even know that ID Safe made daily automatic backups. Thank you. As we used to say in the early days of computing "you done good".

jeff 

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