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Kudos0

Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jul-2015 | 12:17PM · Edited: 31-Jul-2015 | 7:51AM · 53 Replies ·

First of all when I upgraded from Windows 8.1 to Windows 10, Microsoft removed the installation of Norton Security with Backup.  I reinstalled the Norton product but when I try to log in to Norton Identity Safe it says my password is wrong.  For 4 or 5 times I attempted to change my password for Identity Safe but am still unable to logon even after I received a message the password was changed.  On top of that Norton Security with Backup crashes and I need to restart it.  Does anyone have a solution.

Labels: Windows 10

Replies

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jun-2015 | 2:17PM · Permalink

I am a Norton 360 owner and it just automatically updated last week, oh boy!!!!  Every time this happens I have had troubles.  I tried to open Identity Vault, which I guess is now called Identity Safe???? (guess it's not quite as safe).  When I click on the Vault on my Norton Toolbar like I used to, instead of getting the box to type in the vault password I get a button that says "sign in".  When I click that I get into a screen that appears to be a login to the Norton site.  When I use my Norton password, it grinds a while and goes back to the window I started with that has the button that says "sign in".  There is only so many time I will do this loop before I know that someone is an idiot!, probably me for owning this product. I would like the use of this "feature" with all the passwords that I have accumulated in the years that have owned it.  Please, someone tell me what I can do to make it work.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jun-2015 | 2:59PM · Permalink

Just to clarify. When you clicked to open the vault and were asked for your email, you did enter your Norton Account email. Then you should have been asked for the vault password.

Have you restarted your computer a couple of times since this update? If you use Win 8/8.1, an issue with Windows 8/8.1 is the Fast Start feature. With this enabled, you may not actually get a full shutdown, which is needed by Norton, and other programs, every once in a while to fully update itself. See this information from Windows Eight Forums on how to turn off this feature. http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-...



 

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Jul-2015 | 3:52PM · Permalink

What I said is what is happening to me.  I have Windows 7, IE 11.  What you describe is what I expected, this is not happening.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Jul-2015 | 3:53PM · Permalink

yes. I signed in with my Norton account email and password

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Jul-2015 | 3:54PM · Permalink

I have rebooted.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 02-Jul-2015 | 7:45PM · Permalink

We contacted Norton about this problem a couple of days ago. They didn't have a fix for it but said they would work on it and get back to us, hopefully today. Vault for mobile is still working for me so you could give that a try. 

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jul-2015 | 12:31PM · Permalink

Hello pemartin46,
Please confirm Norton Security w BU version... eg: v22.5.2.15
Norton seems happier with Fast Startup Off
Stay tuned... Thanks

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jul-2015 | 12:41PM · Permalink

Hello

Were you having any problems with NSBU when on Win 8.1? Have the same problems migrated to win 10? Have you been able to sign into your Norton Account? Could be possible server error perhaps.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jul-2015 | 12:46PM · Permalink

Version is 22.5.2.15

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 30-Jul-2015 | 12:47PM · Permalink

No

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 8:03AM · Permalink

 "On top of that Norton Security with Backup crashes and I need to restart it.  Does anyone have a solution"

 @pemartin46, Could you please be more clear on what exactly happens when you say Norton Crashes?  Does it thrown an error message? If Yes, any additional information like Screenshot would be helpful and if you are able to reproduce the issue, We would like to get logs so we can learn more about this issue. I have sent you an private message with steps to collect logs. Please check your message box.

Can you please try login into vault from Norton Identity safe website : https://identitysafe.norton.com ?

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 10:42AM · Permalink

Hello

How to post a screenshot.

https://community.norton.com/en/forums/how-post-image-forums-0

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 12:28PM · Permalink

I can login into Norton Identity safe website and then log into the vault.  When I try to login to the app all it does when I enter the correct password is go around in circles.  I am first prompted for a password along with my email address and then it displays the get started screen again and never does it ask for the vault password.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 12:57PM · Permalink

Let me know if i understood it correctly, when Norton Identity Safe window is opened, your were prompted with the message "Get Started". You entered the Norton account email address and password and clicked on "sign in" and then the screen loops back to "Get Started" message window, right?

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 1:09PM · Permalink

Yes that is what happens when I click on the Identity Safe icon in the Norton Security with Backup app.  When I sign in through the internet I am able to get into the Vault.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 1:17PM · Permalink

@pemartin46, i have already sent you a message with steps to collect logs. Please follow the instruction and upload the logs to us for further analysis. 

Also, initially you mentioned about Norton Security with Backup crashes; Are you still seeing the crash? was there any crash/error  message?

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 1:52PM · Permalink

I have not seen the instruction to collect logs yet.  I believe the message that was displayed when it crashed was a generic windows message with no error message except that there was a problem.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Jul-2015 | 2:29PM · Permalink

I have sent you a private message with instructions to collect logs. Please click on the Message box icon on the forums top right end corner of the website. See below screen shot. Thanks.  

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Aug-2015 | 6:55PM · Permalink

I have uploaded two files, REF00402 and REF00403.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 03-Aug-2015 | 9:59AM · Permalink

Thanks @pemartin46, i have forwarded the logs to team for further investigation. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 04-Aug-2015 | 9:05AM · Permalink

@pemartin46, Can you please try below steps and let us know how it goes?

1. Restart computer

2. Make sure on Norton program main interface you are signed with your Norton account

3. Login into Norton Identity safe Vault

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 04-Aug-2015 | 11:16AM · Permalink

I still cannot log in to Norton Identity Safe Vault from the Norton Security and Backup app.  It still loops with the logon that includes my email address and never gets to the actual entry of the vault password.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 4:11AM · Permalink

Just today, it happens to me: I can't open Identity safe. It asks me to enter my Email and psw to access my Norton account then comes back to enter IS psw, and loop again, all over again, again... Since July 03, does Norton found a solution? (I run WIN7 Pro, and everything was running fine until today) Thanks

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 5:45AM · Permalink

I have the latest version of 360 Premier installed with Windows 10. It all seems to be working OK except that I cannot open the Identity Safe Vault. Norton asks me for my email address and password as step 1 but when I enter these details (which are correct) the program repeats the request for my email and password so I go round in circles. The Vault was working perfectly before Windows 10 was installed. Any suggestions to solve my problem would be appreciated very much indeed. Thanks

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 6:54AM · Permalink

I'm still using windows 7, no changes and vault just keeps asking for password..constant circle..

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 8:22AM · Permalink

@Dean Morton, @M n A & @ALAINDALLAS, May i know Norton product name, version installed and screenshot ? I have sent you a private message with steps to collect logs. Please check it when you get a chance. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 8:59AM · Permalink

I run N360 premium, V 22.5.2.15

When I want to send you a screen shot, I can't upload it. I browse to the file, but it does'nt open in the "add a new file" windows...

Thanks for your help

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 9:02AM · Permalink

By the way, I did not receive your msg concerning the steps to collect logs

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 9:31AM · Permalink

Same here, Windows 7 constant loop of signing in. Trying to get support up on chat and that won't even connect.

~ Freelance Web Developer & Photoshop Guru Dual Display - Gateway DX4300, AMD Phenom II x4 820 @ 2.80 GHz, 6.0 GB RAM, ATI Radeon HD 5450Win7 (x64) * Firefox 21* IE 10 * NIS 2013 v. 20.4.0.40
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 10:03AM · Permalink

Hello

Perhaps a server issue here. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 11:07AM · Permalink

Might wanna check to see if your subscription is active, by clicking the icon in the system tray. just finished a support session and that was the problem. For some reason it was no longer active, but an active license was available. it just wasn't applied to my machine anymore. Hope this helps.

~ Freelance Web Developer & Photoshop Guru Dual Display - Gateway DX4300, AMD Phenom II x4 820 @ 2.80 GHz, 6.0 GB RAM, ATI Radeon HD 5450Win7 (x64) * Firefox 21* IE 10 * NIS 2013 v. 20.4.0.40
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 12:39PM · Permalink

Hi @PaulCannon, @Cheryl Brown & @jimmulvaney,

May I know the Norton Product that you are using? with full version number?

I've sent you all a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 1:31PM · Permalink

I will send logs when I get the chance but I don't want to restart my pc right now. I am Using Norton Security with Backup v 22.5.2.15

~ Freelance Web Developer & Photoshop Guru Dual Display - Gateway DX4300, AMD Phenom II x4 820 @ 2.80 GHz, 6.0 GB RAM, ATI Radeon HD 5450Win7 (x64) * Firefox 21* IE 10 * NIS 2013 v. 20.4.0.40
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 06-Aug-2015 | 3:38PM · Permalink

If you use the internet version of vault it works but not the one in Norton Security with Backup

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 07-Aug-2015 | 2:41AM · Permalink

I have restarted my computer which proceeded to install updates (presumably from Windows). Took a while but when I signed into IE I was able to open Norton vault without any problem - it seems to be working OK now. Hope this helps others who were experiencing problems.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 07-Aug-2015 | 12:00PM · Permalink

@PaulCannon, Thanks for the update.

@pemartin46, @jimmulvaney, @ALAINDALLAS, @Cheryl Brown, @M n A & @Dean Morton,

Could you please try now below steps and lets us know if you are still getting the vault login issue.

1. First check if you are able to login Identity Safe onlin vault from the Norton Identity Safe portal: https://identitysafe.norton.com

2. Run LiveUpdates until you get the message no more updates are available and restart the computer

3. Logout from the Norton Account from the Norton product main interface (Shown in below image)

4. Login back into Norton Account on Norton product main interface and then try logging into Vault.

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 07-Aug-2015 | 12:46PM · Permalink

I am not having anymore problems. Like I posted yesterday, for some reason my subscription wasn't applied to my computer after upgrading to Windows 10 and then reverting back to Windows 7.

~ Freelance Web Developer & Photoshop Guru Dual Display - Gateway DX4300, AMD Phenom II x4 820 @ 2.80 GHz, 6.0 GB RAM, ATI Radeon HD 5450Win7 (x64) * Firefox 21* IE 10 * NIS 2013 v. 20.4.0.40
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 07-Aug-2015 | 3:41PM · Permalink

1. I can log into Identity Vault on the internet.

2. Ran Live Update and got message of no new updates.

3.  I could not log off Norton Security with Backup after trying for multiple times.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 10-Aug-2015 | 4:17PM · Permalink

I turned fast startup off in Windows 10 and shutdown.  Restarted windows and access to the vault worked ok.  Shut pc down last night.  When pc started today, vault access continues to ask me to login to my Norton account but reverts back to asking me to login to my Norton account.  I checked settings in Windows 10 and fast startup is turned off. Can anyone help?

Kudos2 Stats

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 13-Aug-2015 | 4:09PM · Permalink

Thank you for reporting information and collecting logs - we are still reviewing the problem reports.

A user on another thread who was reporting a similar issue a few days ago (https://community.norton.com/en/comment/6578221#comment-6578221) is saying he is able to create new vault accounts without having the UI keep you in a loop.

What he is doing is different - he's not accessing an existing cloud vault, but creating a new one, starting from either a local vault or after deleting a cloud vault.

Wanted to let users on the thread we are still looking into the problem reports.

Thanks,

Matt Powers
Symantec Corp.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 14-Aug-2015 | 2:45AM · Permalink

Followed steps 1-4 without any problems. Switched on my computer this morning: vault was closed but I opened it without any problems. Hope this helps.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 17-Aug-2015 | 9:26PM · Permalink

I have the same problem.  Completed the following steps...but still unable to login to vault from my computer.  I am able to login to the Identity Safe Portal.

1. First check if you are able to login Identity Safe onlin vault from the Norton Identity Safe portal: https://identitysafe.norton.com

2. Run LiveUpdates until you get the message no more updates are available and restart the computer

3. Logout from the Norton Account from the Norton product main interface (Shown in below image)

4. Login back into Norton Account on Norton product main interface and then try logging into Vault.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 18-Aug-2015 | 2:29PM · Permalink

Hi @Jeff3137, I have sent you a private message requesting more info. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 14-Sep-2015 | 11:40AM · Permalink

Sunil_GA were you able to resolve Jeff3137's problem. I have had the same experience: that is I performed all 4 steps you mentioned and still cannot login into the vault

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 14-Sep-2015 | 12:07PM · Permalink

@Hudsong37, Could you please provide the Norton product name installed and version number, Operating system details? I have also sent you a private message with steps to collect logs via the forum.  Please check it when you get a chance. Thanks.

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Oct-2015 | 4:17PM · Permalink

I'm suddenly having the same/similar problem as everyone else in this thread: I'm trapped in a sign-in loop on Norton Identity Safe. After reading the thread, here are a few pertinent details:

1) I'm using Win7Ultimate 64-bit with ALL current updates

2) I was able to sign in to Identity Safe online, but NOT on my Chrome toolbar or sys tray link

3) This problem just started for me today, but I notice for some the issue goes back as far as the summer.

4) I have attempted to sign out/sign in to my Norton account in 360, but still cannot sign in to Identity Safe.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 31-Oct-2015 | 5:20PM · Permalink

stulumbus

This is an issue that Norton has been made aware of. The work around seems to be going to your main NIS screen and clicking on your email at the top right. Click on Sign Out. Close your NIS and all browsers. Then sign into the vault again from the Toolbar. Remember you will first be asked for your Norton Account email and password, then the vault password.

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Nov-2015 | 4:28PM · Permalink

peterweb,

the work-around you suggested does not work...

Why would this suddenly be happening to me? I haven't upgraded anything about my OS other than to install the weekly 'fixes' pushed to me by microsoft. I haven't even upgraded anything (to my knowledge) about my Norton 360 software...

Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Nov-2015 | 5:07PM · Permalink

Hello

One reason might be the weekly Microsoft updates, just guessing here of course.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Incorrect Vault Password & Norton Crash after upgrading to Windows 10

Posted: 01-Nov-2015 | 5:17PM · Permalink

floplot,

yeah, I considered that, so I thought I'd better throw that out there, because I honestly can't think of anything else. Everyone else in this thread seems to have upgraded to Win10 and something about the upgrade is causing this to happen to them, but for me, it just seemed to start out of nowhere. Identity Safe worked fine Friday, then on Saturday, the program went off the rails...

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