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Kudos0

Identity Safe App for iOS crashes

I cannot use my ID safe app on iPad. Installed ok but when I try to log into vault, the app closes. When I reopen it I get an error messthat that says unexpected error "send or don't send error report". This app has never worked and I've sent the error report at least 50 times. I can log into my online vault through the website and everything is there. Please help, I love my Norton Product on my PC and want the same on my iPad but I'm close to purchasing someone else's app. Than you.

Replies

Kudos0

Re: Identity Safe App for iOS crashes


BigKahuna311 wrote:

I cannot use my ID safe app on iPad. Installed ok but when I try to log into vault, the app closes. When I reopen it I get an error messthat that says unexpected error "send or don't send error report". This app has never worked and I've sent the error report at least 50 times. I can log into my online vault through the website and everything is there. Please help, I love my Norton Product on my PC and want the same on my iPad but I'm close to purchasing someone else's app. Than you.


What version of the app do you  have installed? Where you start the app, tap on the ? at the bottom of the page and tap About.

Try deleting the app from your iPad, and then re download it. There may be some corruption in your initial install.

The app works as advertised on my iPad with IOS 6.1.2

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

Re: Identity Safe App for iOS crashes

App version is 2.5.14, iOS version 6.1.3 , I have uninstalled and reinstalled multiple times over the past few months. Just did it again....still same problem and same error.

Kudos0

Re: Identity Safe App for iOS crashes

Hi,

Can you tell me the size of your vault?

Or approximately how many log ins you have?

Are you online when you start up the app-- assuming yes, but just checking.

Also, if there are memory issues the OS will just shut down apps. 

If you haven't yet, can you please send the error report through so we can look at it? 

Thanks,

Rhonda Leopold- Program Manager, Symantec

Kudos1 Stats

Re: Identity Safe App for iOS crashes

No idea on the size Rhonda, but have 91 logins stored. As for being online, yes. As I mentioned above, I can login through the ID Safe website and everything is there. As for the error report, I don't ever see it. Only the notification upon reopening of app that "Norton IDSafe Unexpectedly Quit" and "Send Report" or "Don't Send" option is all I get. I just did it again and sent it.

Kudos0

Re: Identity Safe App for iOS crashes

Also no memory issues with iPad. 58 GB capacity. 48.7 GB available.

Kudos0

Re: Identity Safe App for iOS crashes

Am I out of options folks?

Kudos0

Re: Identity Safe App for iOS crashes

Not sure if you run your iPad like I do by never shutting the OS down, just letting it sleep, or whatever Apple calls the standby mode.

Have you turned your iPad completely off? Then restart the iPad and see if the Identity Safe App is working.

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

Re: Identity Safe App for iOS crashes

That is tue, I rarely shut it down. So I did that today. Shut it down for at least 4-5hrs or more but no luck. Still not working and  giving me same error message after cling and reopening. I'm flustered.

Kudos0

Re: Identity Safe App for iOS crashes


BigKahuna311 wrote:

That is tue, I rarely shut it down. So I did that today. Shut it down for at least 4-5hrs or more but no luck. Still not working and  giving me same error message after cling and reopening. I'm flustered.


Now you have closed and reopened the OS, try uninstalling and reinstalling the app again. Try closing all unnecessary apps while you install.

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

Re: Identity Safe App for iOS crashes

Tried that too Peter, multiple times and again since your response. Same problem, same issues. Still won't work. I keep sending the error reports it asks me to but i'm starting to think no one see them. This is just crazy. I know you guys can figure this out. Please! I'm begging.

Kudos0

Re: Identity Safe App for iOS crashes

Hi,

I have been working on getting your crash report.  I am hoping they find it today.

Can you send me a private message with your email address?  I think we should pursue this more one on one. 

I will let Peter know the outcome. 

Thank you,

Rhonda

Kudos0

Re: Identity Safe App for iOS crashes

Outstanding! I just sent it.

Kudos0

Re: Identity Safe App for iOS crashes

Got it. Thank you!

Kudos0

Re: Identity Safe App for iOS crashes

Hi BigKahuna311

Rhonda and I have been batting this suggestion around.

Although you are not seeing the same issue as another user here, it was related to logging into Identity Safe from an iPhone. Your issue could have something to do with the communication between your iPad and the online vault, that a reset might be able to fix.

As a diagnostic procedure, it might be worth resetting your online vault to see if that works. Check my instruction in this post   http://community.norton.com/t5/Other-Mobile-Products/Vault-password-for-iphone5-confusing-me/m-p/1010237/highlight/true#M259

Be sure you back up your existing ID Safe data before starting. Instructions are in that post.

Let us know if any of that helps.

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

Re: Identity Safe App for iOS crashes

Sorry guys, that did not work. Same problem still happening. What else you got?

Kudos0

Re: Identity Safe App for iOS crashes

What country's app store are you downloading from?

I have updated my iPad to IOS 6.1.3 , and still have no issue with my ID Safe app.

Does your iPad have both Wifi and Cell? If so, try turning off cell. Then uninstall the ID Safe app. Turn off the iPad. Restart the iPad and reinstall the ID Safe app using only the wifi connection.

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

Re: Identity Safe App for iOS crashes

Country is USA.

OK, just tried this and still no luck. Same error closing app and then upon reopening have to send error report.

Crazy thing is though Peter, this app worked at one time! And for the life of me cannot remember what may have happened.

One idea....my Norton 360 expired ealier this year and had to repurchase a new subscription. It did not affect my vault on PC though that I remember. Any way to look into my account trouble tickets that were resolved over the past year? I remember having some issues with my PC but just not what they were exactly. My account has been the same for years and hasn't changed.

That may give you a little more insight into what is actually going on. With all the uninstalls and reinstalls I've done I hardly think it has any bearing but hey, you guys are the experts. Thanks.

Kudos0

Re: Identity Safe App for iOS crashes

The app shutting itself down should not have anything to do with account issues or the vault itself.

I do not have any experience troubleshooting iPads, so I may be shooting in the dark here.

I realize how easy it is to reinstall an app, so why not try uninstalling the other apps you have, one at a time, and testing to see if Identity Safe app behaves correctly. If you find an incompatible app it will help Norton find a fix.

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

Re: Identity Safe App for iOS crashes

Hello peterweb,

I am having the exact same problem as bigkahuna with the app crashing when trying to open the vault.  What's interesting is if I reset my vault & do not import my backup, leaving the vault empty, I can open the vault on the IDSafe app which displays no logins.  As soon as I import my backup file to my vault via NIS 2013 into my vault, the IDSafe app crashes.

I use NIS 2013 latest version & the latest IDSafe App.  Tried re-installing it & the other Norton Apps but has made no difference so far.  The App used to work before the update around March or so.  I have also submitted my errors reports.

Thanks.

Kudos1 Stats

Re: Identity Safe App for iOS crashes


NorthernPaladin wrote:

Hello peterweb,

I am having the exact same problem as bigkahuna with the app crashing when trying to open the vault.  What's interesting is if I reset my vault & do not import my backup, leaving the vault empty, I can open the vault on the IDSafe app which displays no logins.  As soon as I import my backup file to my vault via NIS 2013 into my vault, the IDSafe app crashes.

I use NIS 2013 latest version & the latest IDSafe App.  Tried re-installing it & the other Norton Apps but has made no difference so far.  The App used to work before the update around March or so.  I have also submitted my errors reports.

Thanks.


Interesting twist here.

What format is your ID Safe backup? ie .DAT or .CSV

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

Re: Identity Safe App for iOS crashes

BigKahuna

Try the scenario NorthernPaladin used to see if you get the same results.  This will help Rhonda and the team with troubleshooting.

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

Re: Identity Safe App for iOS crashes

Bingo, we're on to something! I did the exact same as what NorthernPaladin did and yes, got same results. Vault opens perfectly without crashing app and I can see my empty login list. Now once I imported it back into my vault on my PC the app closed on my iPad at the same time. Reopened the app and was there for a split second before being logged off. Tried to open vault again and closed. Then upon reopening got same error and option to send report. Thanks for the input NorthernPaladin, maybe this will help.

Kudos0

Re: Identity Safe App for iOS crashes

FYI, I used the .dat format.

Kudos0

Re: Identity Safe App for iOS crashes

QA is trying to reproduce this, but it may be something unique with your vaults that the iOS app can't handle.  It is definately strange behavior we haven't seen, but that we have two of you with it now helps.

How long have you used IDSafe? 

What version are you using on the PC?

Thanks,

Rhonda

Kudos0

Re: Identity Safe App for iOS crashes

This is good news. I've been using ID Safe on my PC for about 3yrs. It's the greatest. Not sure which version, I can't seem to find that. But it came with my Norton 360 Premier back in the day. I got the iPad app originally about a year and half ago and was working great. Then I changed jobs and didn't use the app at all for quite awhile and now, well....you know the rest.

Kudos0

Re: Identity Safe App for iOS crashes

Question to all with the crashes after reimporting the vault....

When you created your vault from your PC, did you import it from another product originally? or a spreadsheet?  Another version of IDSafe? anything you could clue us in?

I know you reimported it after doing the test Peter sent you, but I mean on the original creation.

We can't reproduce this so it is an anomoly with your vaults.

The only other advice I have for now as painful as it may be is to reset your vault and rebuild it.  You don't have to manually enter your logins, the PC or mobile app will rebuild the vault as you go to your logis/websites.

Notes and cards would need to be re entered manually. 

Kudos0

Re: Identity Safe App for iOS crashes

I would opt to say it was imported from a different version now that I think about it. My 360 subscription had expired earlier this year and when I finally got around to renewing, it was listed as a new updated version. I remember having your guys tech support actually log into my PC to help me import the vault and get it up and working. That was probably about the only thing I can remember ever changing that would have caused this. Especially after having it work for awhile beforehand. Problem is I hadn't used the app for months before this time or after it until about a month or two ago which is when I noticed the problem.

I'm not sure I fully understand the reset RDLeo. If I reset my vault, it wipes out everything. How can I re-establish without having to key in every single one again? I want to do this on my PC first, so I'll assume I need to delete the mobile app first and reinstall after the rebuild. Help me out with the rebuild though and what I might be missing about not having to key every one. And yes, it will be painful but I'm willing to try anything at this point, mainly for the sake of helping otheWho who may have this problem arise.

Kudos0

Re: Identity Safe App for iOS crashes

Ok, this actually helps because we can try to reproduce these steps.

Who knows, there could be some wierd character or something in your logins that the iOS app can't handle.  Shouldn't happen, but stranger things have.

I assume you live in the US right?

You do not use anything but English websites/logins right?

And you're saying you had to import your vault from one version of N360 to another?

Is your vault in the cloud?  I think I asked you this already, but can you confirm?

Regarding rebuilding your vault.. This is what I meant.

You don't have to go into IDSafe and manually reenter your logins, but you will have to login to those websites at least once so IDSafe will pick them up and add them to vault again.  So yes it is still a pain, but should work.  It would be nice to do a check and balance every once in awhile and sync up the iPad with the PC vault to see if it doesn't crash.  In other words, add just a few from the PC and confirm the app doesn't crash on your ipad.   You obviously don't have to do these all at once either. I know it is a lot of work.   We have tried to reproduce this in house but can't.  With that said I can't be sure it will be fixed in the next release. 

Rhonda

Kudos0

Re: Identity Safe App for iOS crashes

Yes Rhonda to the first 3, and yes to the cloud now but was not at the time of import, It was from the PC and I remember we had issues with the import also at the timI. I just don't remember to what extent. You never think these things will come back to haunt you later. Anyway I think the tech guys helped me get the cloud set up I believe. I will try doing a reset on the vault and test after a couple additions to see if working. I'll give you a full report on that once I can make the time to do it. Thanks again for all the help so far.

Kudos1 Stats

Re: Identity Safe App for iOS crashes

One point to offer.

If you are going to have to rebuild the vault from scratch, use the vault export feature I noted above from the instructions to reset the vault, using the CSV format. You will be able to open that file with notepad, Word, or Excel and print it out so you have the information available to do the rebuild.

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

Re: Identity Safe App for iOS crashes

FYI: I have had the exact same experience in attempting to use Norton ID Safe on my iPad and iPhone. Both devices are running IOS 6.1.3 and the ID safe is ver. 2.5. I all but gave up on it, since I did not have the time to solve the problem.

I now have the time, and will review the thread of postings and follow recommendations and suggestions.

I will share the results. (I am using Northon 360 Premier on my PC.)

Kudos1 Stats

Re: Identity Safe App for iOS crashes

Test results: BigKahuna311 and NorthernPaladin are not alone. I followed the various steps above with the same results.

After saving the old logins, reseting the vault, and adding a few logins, ID Safe on both iPad and iPhone functioned as expected.

I exported the new logins. When I imported the old logins, I watched ID Safe close on the iPad.and become disfunctional.

I reset the vault and imported just the file of new logins. ID Safe opened properly on the iPad. Puzzling?

Since my list is not long, I am reentering logins one at a time in an attempt to determine if one of these causes a failure.

To be continued. . .

Kudos0

Re: Identity Safe App for iOS crashes

Yes this is indeed puzzling and telling that it is indeed data causing the crash.  We have yet to reproduce this on a regular export import in the QA labs.  In the mean time we do have an internal employee showing crashes that are similar and her history is that she had at one point imported some corrupt data. The app shouldn't crash if there is corruption regardless.

Thank you for doing this.  We are also resorting to indepth code reviews in Engineering to see if there is somewhere we aren't handling these exceptions correctly.

Rhonda Leopold

Program Manager- Norton IDSafe Mobile Edition

Kudos0

Re: Identity Safe App for iOS crashes

What format did you use for your ID Safe backups? DAT or CSV?

If you happen to have both, try importing each one separately to see if it makes a difference.

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

Re: Identity Safe App for iOS crashes


Ricco76 wrote:

Test results: BigKahuna311 and NorthernPaladin are not alone. I followed the various steps above with the same results.

After saving the old logins, reseting the vault, and adding a few logins, ID Safe on both iPad and iPhone functioned as expected.

I exported the new logins. When I imported the old logins, I watched ID Safe close on the iPad.and become disfunctional.

I reset the vault and imported just the file of new logins. ID Safe opened properly on the iPad. Puzzling?

Since my list is not long, I am reentering logins one at a time in an attempt to determine if one of these causes a failure.

To be continued. . .


How long have you been using the old logins? How many do you have?

I just finished trying to replicate your problem by resetting the online vault and then importing both DAT and CSV formats, both replacing and merging,including an older backup. The only hicup I ran into, was that when I logged into the vault, all the logins appeared, then I was logged out. The second login worked properly.

I am still unable to get the app to crash.

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

Re: Identity Safe App for iOS crashes

1. The old vault contained 31 entries.

2. The old vault entries were exported in both DAT and CSV format.

I will retest by resetting and importing from each format.

Meanwhile, I am systematically rentering each entry by reviisiting the sites to create what I call my new vault.

After each entry, I export the vault in both formats.

So far, it functions as expected. I will continue as time permits, and report back.

I am also visually comparing the CSV export files for both the old and the new vault to see if there may be a clue.

Kudos0

Re: Identity Safe App for iOS crashes

As you followed this thread, it seems to have something to do with an existing older vault. Creating a new vault sems to be OK.

Let us know if you get to a point that it fails again. This may identify some limit in the app.

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

Re: Identity Safe App for iOS crashes

I will spare you all the messy details of my investigation. Suffice it to say, Murphy's Law has several new corollaries.

I imported the old vault file and deleted all but one entry. I opened the ID Safe on the iPad, and entered the password. A list of previous entries appeared briefly, followed by the familiar crash. Things deteriorated after that. Finally, I decided to reset the vault by closing, entering an incorrect password several times, etc. But, the program went into a spinning wheel loop that I was unable to escape except by using the Task Manager. Ultimately, I had to uninstall and reinstall Norton 360 and import the new vault.

I also deleted ID Safe on the iPad, and reinstalled it.

Summary: It appears that the failure of the old vault is not due to a single bad entry. I did note that the CSV file of the old vault had five blank lines interspersed in the original file. Aside from this, there were no visible anomalies.

Conclusion: Rebuiild the vault. The new vault seems to work on several devices and offers the desired portability. A printout of the CSV file of the old vault will help.

                                                                                                        I plan to get on with my life.

Kudos0

Re: Identity Safe App for iOS crashes

Hi Ricco,

I will report the "spinning loop" issue to the PC team.

For Mobile, we are working on an update for an iOS 7 crash.  The silver lining is that there is a good (and I say that optimistically) chance this will update may fix the other crashes. 

I know you want to get back to your life, but one particular interest would be to look in the CSV file to see if those blank lines are site names. For some reason we are seeing that a NULL site name is causing the app to crash.  Why the site name because NULL is still a mystery. Regardless, the app shouldn't crash.

Rhonda

Program Manager- IDSafe Mobile Edition

Kudos1 Stats

Re: Identity Safe App for iOS crashes

Hi Rhonda,

this latest update seems to have fixed the problem.  The app no longer crashes upon vault login.  Thanks to you & your team.

Kudos0

Re: Identity Safe App for iOS crashes

I am golden as well. No further crashes or issues. Thanks again team for all the hard work in getting this resolved for all of us. You folks are the best!

Kudos0

Re: Identity Safe App for iOS crashes

Thank you both for letting us know it worked.

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