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Kudos0

Identity Safe Freezes on New PC

I installed Norton Identity Safe on a new PC this week and it does not work. The Norton Toolbar does not appear in Chrome. When I start the Norton product and click on configure Identity Safe, the box freezes. If I try to use Identity Safe in Internet Explorer, the entire browser freezes. I have uninstalled and reinstalled the product several times - no luck. I called tech support three times; they were unable to help me. In my last call, I said I would like a refund for a product that does not work. The woman I spoke to said that Identity Safe is a free add-on and therefore I am not eligible for a refund. What a disappointment! I have been a Norton customer for years but now I am looking at other security options. I want a company that supports the products it makes. 

Replies

Kudos0

Re: Identity Safe Freezes on New PC

What Norton security product did you install that included ID Safe?

As it is a new PC, did it come with any trial security product that was not Norton? If so, you need to fully remove that using the utility from that company to avoid conflicts with Norton that could be causing your trouble.

If you still want the refund, you need to tell the agent it is the Norton Security product you bought. If you told the agent you wanted a refund for Identity Safe, that is why you were told no refund, as that is available as a stand alone product that is free. That is probably what they thought you were talking about.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Identity Safe Freezes on New PC

Thanks, Peter.

No, my new PC did not have any trial products installed (but thanks for that suggestion).

I have licenses for both Norton Security and Norton 360 because we have several PCs in my family. I tried installing both of these on the new PC; Identity Safe did not work either way. The odd thing that I notice is that when I try to open the password vault, the bottom of the dialog box does not indicate that I am signed into my Norton account. On my other PCs - which work - the bottom of the password vault splash screen shows my Norton account registration.

Kudos0

Re: Identity Safe Freezes on New PC

Well you may have been caught by the issues many are seeing here with the ID Safe. And before you ask, yes it can affect one PC and not another in the same household, on the same subscription.

If you have a look through this Norton Toolbar forum board you will see many threads about ID Safe issues over the last month.

FYI

You might want to look into getting a Norton Security Premium subscription to replace the 2 separate products you are now using. It covers up to 10 devices and may be less expensive than the 2 separate products, if you shop around at reputable retailers.

Things happen. Export/Backup your Identity Safe data.