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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Identity Safe Won't Open

I recently upgraded to Windows 10 (the first day I was able to - I believe it was Aug 10). Since Meme is not compatible with Identity Safe, I have been using IE and it was working fine until yesterday (Aug 13). Now suddenly my Identity Safe vault won't open. Instead of the usual login screen, I get a screen saying "Get Started" with a "Sign In" button. When I click "Sign In", there's a brief "Communicating with Norton Server" message, then a window asking for my Norton 360 Premier password. After I enter the password and click "sign in", I am returned to the initial "Get Started" screen and my vault does not open. No matter how many times I try this, I am continually returned to the "Get Started" screen. It does appear to log in to my Norton account, however. I have checked for Norton updates and have the current version.

Replies

Kudos0

Re: Identity Safe Won't Open

Hi Mhyrrlin,

Please tell us which Norton Product you are using or if in fact it is the Stand Alone Identity Safe.

If a full product, please go to Support/Help and then About from the main page and tell us the exact version you are using.

Kudos0

Re: Identity Safe Won't Open

Comment Promoted To: 

[Admin Edit: This message has been moved to a thread of its own]

Kudos0

Re: Identity Safe Won't Open

Norton 360 multi device. I use the full suite, not just identity safe.
Kudos0

Re: Identity Safe Won't Open

If a full product, please go to Support/Help and then About from the main page and tell us the exact version you are using.

Thanks - now which version are you using? 

Kudos0

Re: Identity Safe Won't Open

Whatever the most current version is. I ran an update this morning. Can't check it right now for the exact number.

Kudos0

Re: Identity Safe Won't Open

Hi Mhyrrlin,

Sorry for the issue you are facing.

Can you please try the below steps and check whether it's solving your issue.

1) Please reboot your machine and after reboot launch the Norton Product Main UI and check whether you are signed in to your Norton Account, if not please click on the "Sign In" link from Product Main UI and Login to your Norton Account. 

If "Sign In" link is missing then, launch browser with tool bar enabled and click on "Vault Closed" OR "Access Vault" from it and check whether its solving your issue.

If "Sign In" link is available then, click on it and login to your Norton Account and later launch browser with tool bar enabled

and click on "Vault Closed" OR "Access Vault" from it and check whether its solving your issue.

Kudos0

Re: Identity Safe Won't Open

Sorry to butt in but I'm having the exact same problem but I have not upgraded to 10 yet, still running 7 (Norton 360). Your suggestion is the first thing I tried, in fact twice .... no help.

Kudos0

Re: Identity Safe Won't Open

I have already rebooted twice and that is exactly how I access the vault. I also tried using the sign in link that pops up at the top when I go to a site that has a sign in or a form, inviting me to sign in to my vault. Neither works. This type of thing usually happens when Norton does an upgrade and every other time, I have had to uninstall, reinstall, delete my vault and create a new one. I really don't want to have to do this again.
Kudos0

Re: Identity Safe Won't Open

I am using Norton 360. For me, Identity Safe does not always open from within Internet Explorer. If that is the case, Norton 360 willl also not open. I have to reboot the computer to use Norton 360 and Identity Safe.

My current version is 22.5.2.15 I have \Windows 10 installed, but the problem also ocurred with Windows 8.1.

Kudos1 Stats

Re: Identity Safe Won't Open

Hello to the Users Using Windows 10.& 8.1

Please disable Fast Startup. This has caused many problems for Win.8 & 10 as well as other programs.

Here is a link for turning off Fast Startup in Windows 10

http://www.tenforums.com/tutorials/4189-fast-startup-turn-off-windows-10-a.html 

Hope it helps.

Please read this link for instructions.

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Please then Turn Off your computer. Then boot it up.

Please check and see if this has helped with your issues

Please come back and let us know if this has helped.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Won't Open

Could each of you see if you can access your vault via  https://identitysafe.norton.com/  You will have to sign into your Norton Account first and then a popup for your vault password will appear.

Kudos0

Re: Identity Safe Won't Open

When this problem occurs, the main UI always shows that I am signed in to my Norton account.

The only workaround I have found is to logout of windows and back in (without a reboot).

Have also tried logging out of the n/a in the main UI and then signing back in.... It does not solve the "Getting Started" loop.

(Win 8.1 and NSBU 22.5.2.15)

Kudos0

Re: Identity Safe Won't Open

Yesterday after restarting two times with no help I shut down the computer and went shopping, when I came back later and started the computer Norton was, and still is working fine. Hopefully it will remain so, it's easy to get used to using Identity Safe and not having to search around for passwords all of the time.

Kudos0

Re: Identity Safe Won't Open

I wasn't able to check the thread and recommendations last night, however I have checked this morning and:

1. I was always able to log in to my Norton account even while Identity Safe wasn't working.

2. When I booted up my computer this morning and tried Identity Safe, it was working fine again.

3. I have verified that Fast Startup was already not enabled.

Kudos0

Re: Identity Safe Won't Open

Thanks all for the feedback.

I certainly hope things are back to normal - give it a few days and let us know if things remain good.

Kudos0

Re: Identity Safe Won't Open

Hello kaytesp

Could you please try turning off Fast Startup to see if this fixes your issue? Norton and other programs need a complete shut down and a complete boot up which doesn't happen with it turned on.

Please read this link for instructions.

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Please shut down your computer and then start up your computer and then see if your issue is fixed.

Please come back and let us know if this has fixed your issue.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Won't Open

Fast startup has nothing to do with the problem. The problem occurs with fast startup disabled.

Kudos0

Re: Identity Safe Won't Open

Hi kaytesp,

Probably no help for you, but just to make sure - are you using a Windows Account with Administrative privileges?

Kudos0

Re: Identity Safe Won't Open

Yes am using a windows account with admin privs.

Kudos0

Re: Identity Safe Won't Open

Here we go again. This morning I'm back to the "Get Started" screen instead of the login screen for my vault. No changes made to my system in the last few days, yesterday morning it worked fine.

Kudos0

Re: Identity Safe Won't Open

I am having this problem also, I can't get the vault to open in IE I use Internet security and I can login my vault only by going to the Norton page online..I've rebooted many times and this has been happening all week..I am windows 7

I just keep getting the sign in or create an account loop

Kudos0

Re: Identity Safe Won't Open

Mine has pretty much stopped working altogether. I don't even bother trying to use it anymore, 99% of the time I can't get in. I can't believe I paid for this crap.

Kudos0

Re: Identity Safe Won't Open

Cheryl and Mhyrrlin

Did you try the instructions provided by employee vivksu in the post above? https://community.norton.com/en/comment/6590211#comment-6590211

The usual fix is to open your Norton product and at the top right of the screen, click on your email address, and Sign Out. Close out your Norton product and browsers. Then restart your browser and click on Vault is Closed on the Norton Toolbar to log in again. You will first log into your Norton Account with your email and password, then into the vault.

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

Re: Identity Safe Won't Open

Thanks Floplot, that worked me, even though the problem just popped up today!  After the latest MS updates.........

Kudos0

Re: Identity Safe Won't Open

I have verified that I have the latest version of Nortons. I've disabled fast startup. I've completely logged out of my nortons account then logged back in to Identity safe. I've completely uninstalled all Norton products and reinstalled my Norton Security. I've tried everything listed but nothing works. Since I upgraded to Windows 10 2 weeks ago my Identity safe will not open. When I try if forces my PC to reboot. Is there anyone from Symantec have an answer? I've seen that I'm not the only one with this problem?

Kudos0

Re: Identity Safe Won't Open

I've also formatted my hard drive and performed a fresh install of Windows 10, then installed Norton Security and still could not open Identity safe, PC just reboots.

Kudos0

Re: Identity Safe Won't Open

After 2 weeks of trying to figure out why, after upgrading to Windows 10, Norton Identity Safe causes my PC to reboot I finally found a way to get it to work. I have a custom built desktop with an Asus P6T Deluxe Motherboard and I went into the Bios and under the advance menu I disabled the "Intel (R) Virtualization Tech" setting.

After disabling the option I was able to get Identity Safe to open.

I thought of this because in testing some Surface Pro's with Windows 10 at my office we found that disabling HyperV corrected a few odd issues.

The sad part is that I do use the Virtualization Technology as I do run VM's on my desktop for development work. So until Nortons or Windows can correct this problem I will be switching back and forth.

Kudos0

Re: Identity Safe Won't Open

I tried this solution, and it still doesn't work for me.

Kudos0

Re: Identity Safe Won't Open

yes..thank you, the instructions were not very clear..but logging out, closing all and then logging in seems to have worked..thank you!

Kudos0

Re: Identity Safe Won't Open

The only problem with my Identity Safe is after many years using Norton's IS and having IE11 sign in automatically it stopped last week for no apparent reason.  Reading somewhere the cure for this dumb problem would be to reinstall Norton's and reinstall it.  One would think the problem would have been fixed by now. I hate signing in when Windows is booted up and IE11 is started because getting old one's mind begin to forget things, so will yawl Norton's guys and gals fix this dumb problem?  :) 

Kudos0

Re: Identity Safe Won't Open

Wow, and double wow.  after using the removal tool I thought it would take forever for Norton to recognize that I was just re-installing IS again.  After a couple boots and runaround it finally let me enter my product key and then downloaded my product.  All is well again, but in the past this procedure was so simple it was too easy.  However, it still did not fix the problem -- I have to sign into my ID safe each start up.  Yeah, it must be something very hard to fix but Norton's has always been up to the task in the past.   

Kudos0

Re: Identity Safe Won't Open

Hello dustymars

The next time, you can try the remove and reinstall tool to replace your Norton product.

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

www.norton.com/nrnr

If you want to use the Norton Removal Tool instead, you can get a fresh, activated install from your Norton Account. Then you won't have to worry about installing your key into the product. You might have to uninstall the old install though to make room for the new install f.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos1 Stats

Re: Identity Safe Won't Open

After following this thread for a while now, it appears to me that there is NOTHING wrong with anyones OS - or what programs that they have running on start-up -- it appears to be a problem from within Nortons program. People changing the settings in there operating system just to get ID Safe to work seems to be a waist of time.

I used to have the same issue when I was using FireFox, but after their latest update -- Nortons said that ID Safe will no longer work, and that they are working on a big overhaul to ID Safe that probably wont be ready until the end of October.

So for now, I have switched over to Chrome as my browser, and knock-on-wood, I have had no issues with ID Safe. 

I love ID Safe and use it all the time. I hope Nortons can finally work the bugs out on their end - which their notice seems to imply - and I can switch back over to FireFox once again.

Cheers

Kudos0

Re: Identity Safe Won't Open

dustymars

Since the last few versions of the Norton products, the ID Safe have been moved to the online/cloud vault. When that happened, it also took away the option to have the vault open automatically when you start Windows. It is only if you have a local vault that you can still find and use this option.

You can check this by looking at your ID Safe settings. Click on the three dots beside Vault is Open, and then click Open Identity Safe Settings. Then click on the Security tab and look for  a setting Automatically open my Vault when Windows starts. If you see that setting, you do have a local vault. If you see this setting and it is selected, try changing it to the Ask for my password at the beginning of each login session. Then click Save. Close the settings page, and then close your vault. Reopen the vault and then reset the Automatically open.... setting and click Save. Now restart your computer and see if it is still logged in. Sometimes settings just get muddled and need to be reset.
If you do not see this setting, your vault has been moved to the cloud, and you can not longer use this setting.
 

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

Re: Identity Safe Won't Open

Thanks peterweb, I guess I am in the cloud(s) in more ways than one.  My ID vault is not local :(  Oh well, I plan to do the Norton Security Deluxe next year and will do a complete uninstall/reinstall to get rid of glitches.  I still rely on Norton's and am almost satisfied; maybe they will recant and give the local vault back to us.

Kudos0

Re: Identity Safe Won't Open

thanks floplot, I usually use MS's uninstall but with Norton's I have had problems so revert to using the removal tool then download the install.  sometimes it takes a few times but usually works.

Kudos0

Re: Identity Safe Won't Open

Hum, just installed newer Norton Security deluxe and all went well until trying to log into my ID vault and around it went in the "get started" routine.  So, I contacted support and chatted, the tech took over and corrected the problem.  But, I lost contact before I could do the survey!  Oh well, wish I could remember his name.  More importantly I wish I could remember his method to correct the problem.

Kudos0

Re: Identity Safe Won't Open

Hello Dustymars

Here is a fix that others have said works for them to get rid of that loop with Getting Started.

This is taken from yank's post.

Please try the following in IE:

Open the main page of your Norton product.  If already signed in, please sign out.  Close Norton, close Internet Explorer and open a new instance of Internet Explorer.  Click on "Vault is Closed" and then when prompted,  sign into your Norton Account.  The next prompt you should receive is to Login to your vault. 

Please see if this works for you Dustymars.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Won't Open

floplot, thanks; this time that method worked.  The first time the "Getting Started" windows oponed up, then a pause and then the regular sign-in to vault window came up.  Password typed in, and it worked okay then.  Weird.  On my laptop this problem would not go away until the support tech did his magic, i.e., removed some stuff and so on, then when I signed in it worked.  Took 20 minutes but he did his job.

This problem must be common place; not only with Win-10 but Win-7 as well.  So, it is really not related to the OS and is a Norton problem.  I had to sip on some moonshine and missed the tech's method; wish I could contact the tech again and get the procedure made then post it here to help others that no doubt will come up again here.  (Wow, this keyboard is going into the trash as soon as my new one arrives!)

Anyway, much-o thanks and have a nice day.

Jeff

Kudos0

Re: Identity Safe Won't Open

I had this same issue and signing out of Norton antivirus worked perfect. Thanks for solving my head ache.

Kudos0

Re: Identity Safe Won't Open

Hello qwik82

 You are welcome. I'm glad that it worked for you.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Won't Open

I had the exact same problem and haphazardly resolved this. I was automatically upgraded to N360 2016 Premium and could not open the vault. Also gone was the choice to open the cloud or local vault. Instead, there was a "get started" box.

When you click on "get started", it's logging you into your Norton account, not the vault. Of course, I couldn't log in because I couldn't open the vault (endless loop!). If that's the case, just click "can't remember password" and you'll get a reset link. This will NOT wipe out your cloud or local vault.

Also, click the N360 icon in the taskbar, go to Help Center > Get Support. For me, this ran a help diagnostic which repaired one install item.

Once I did this and restarted IE and Windows 10 a couple of times, everything was back to normal. What I suspect was happening, there were Windows 10 updates going on at the same time as the N360 install, and they were tripping over each other.

Hope this helps someone...

Kudos0

Re: Identity Safe Won't Open

Charles Osenbaugh:

I had the exact same problem and haphazardly resolved this. I was automatically upgraded to N360 2016 Premium and could not open the vault. Also gone was the choice to open the cloud or local vault. Instead, there was a "get started" box.

When you click on "get started", it's logging you into your Norton account, not the vault. Of course, I couldn't log in because I couldn't open the vault (endless loop!). If that's the case, just click "can't remember password" and you'll get a reset link. This will NOT wipe out your cloud or local vault.

Also, click the N360 icon in the taskbar, go to Help Center > Get Support. For me, this ran a help diagnostic which repaired one install item.

Once I did this and restarted IE and Windows 10 a couple of times, everything was back to normal. What I suspect was happening, there were Windows 10 updates going on at the same time as the N360 install, and they were tripping over each other.

Hope this helps someone...

Were you using a local or cloud vault when you reset the password. AFAIK, and I think others will confirm this, the cloud vault will be lost if you reset the cloud password. The local vault will not be lost if you still have one.

Either way, be sure you have exported your logins before you try resetting anything.

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

Re: Identity Safe Won't Open

I did not reset either vault PW. I only reset my Norton account PW. If you're seeing a "get started" button instead of "open vault", it's asking for your Norton account PW, not either vault.

You are correct, if you reset your could vault PW, you will lose everything.

Kudos0

Re: Identity Safe Won't Open

Thanks for the clarification.

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

Re: Identity Safe Won't Open

Hello

Export your logins every week. You can never have too many backups unless you have run out of room for them.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Won't Open

Additional info for those following along and are not quite sure what we are discussing.

As far as Exporting ID Safe Data, the Online Vault has the option shown below and this will Export your ID Safe Data automatically - mine is accomplished almost daily.  Please bear in mind since this is stored on your system, I is encrypted.  You can also manually Export your ID Safe Data using either the Pain Text - .CSV format which is readable and printable using a text editor or .DAT format which will also be encrypted.

The Local Vault does not have this same option, so you have to accomplish the Exports manually.  I suggest Exporting them in both in .dat and .csv format and save them to an external USB drive.

Kudos0

Re: Identity Safe Won't Open

Having same problem with Google and Norton .  Windows 7

Kudos0

Re: Identity Safe Won't Open

ynot-adlog:

Having same problem with Google and Norton .  Windows 7

Are you having trouble logging into your Norton Identity Safe vault? That is the topic of this thread,.

Or are you having difficulty signing into your Google accounts with ID Safe? That is being discussed in this thread.   https://community.norton.com/en/forums/gmail-now-has-new-login-screen

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

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