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Kudos0

Licensed user not able to open android app under his password. HELP

Hi folks, 

I have 3 licensed users under my NIS account; one of them can't open his account through his newly downloaded Norton mobile app (Android); the prompt coming up is for my account password; not his. He has his own password to unlock all his saved website logins on his laptop, and has done so for a long time.

Since I am the account holder, we had to use my Norton account log in, but he should be able to access his Norton Vault through the app, just like I am on my Android.

Can someone tell us what to do so he can log into his own vault using his app?

Thanks 

Replies

Kudos0

Re: Licensed user not able to open android app under his password. HELP

Hi folks, 

I have 3 licensed users under my NIS account; one of them can't open his account through his newly downloaded Norton mobile app (Android); the prompt coming up is for my account password; not his. He has his own password to unlock all his saved website logins on his laptop, and has done so for a long time.

Since I am the account holder, we had to use my Norton account log in, but he should be able to access his Norton Vault through the app, just like I am on my Android.

Can someone tell us what to do so he can log into his own vault using his app?

Thanks 

Kudos1 Stats

Re: Licensed user not able to open android app under his password. HELP

Hi DSwanson Welcome to the Norton Community.

Just to clarify the Norton Mobile app you are having the issue with is Norton

Identity Safe (NID Safe) for Android is that correct.?

If it is a issue with Android NID Safe i will ask the Moderator if this thread could

be moved to the correct forum Norton Mobile Other Products for better exposure

and possibly the answer to your questions. :)

Otherwise i will wait for a reply to my question asked to be able to better

assist you.

Cheers.

EDIT - If the thread is moved to another forum a link will remain so that you can

find it again. :)

Kudos0

Re: Licensed user not able to open android app under his password. HELP

Thanks Smithy,

You are 100% correct; the problem is with the NID Safe for Android.

Thanks! 

Kudos0

Re: Licensed user not able to open android app under his password. HELP

Normally the ID Safe is associated with one Norton Account. As such, all users would have to use the same ID Safe vault.

If you have multiple users that want to use their own logins they will have to set up their own Norton Account.

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

Re: Licensed user not able to open android app under his password. HELP

Thanks PeterWeb,

I didn't think about this before, but can't he just sync his laptop NID account with his Droid app and have access to his already established NID account as one of three licensed users?

Of course the hurdle we face is he can't even log into his NID account with the Droid using his password. 

Any thoughts on this?

Kudos0

Re: Licensed user not able to open android app under his password. HELP


DSwanson wrote:

Thanks PeterWeb,

I didn't think about this before, but can't he just sync his laptop NID account with his Droid app and have access to his already established NID account as one of three licensed users?

Of course the hurdle we face is he can't even log into his NID account with the Droid using his password. 

Any thoughts on this?


The way I understood the OP was that one of the users on the your product key was having trouble logging in. It seemed the app was trying to log the second user into the your account. Has the second user tried overwriting your account information?

When the ID safe online vault is created or changed by either device, the info is effecively synched for both devices as the info is accessed from the one online vault. If each user wants a different vault and set of log ins, they each need their own Norton Account in which to store the vault.

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

Re: Licensed user not able to open android app under his password. HELP

Hello DSwanson,

I shall try to solve the problem. As per my understanding of the problem, ( Please let me know if I'm wrong here.)

1. You have an ONLINE Identity safe vault on your laptop/PC. (The vault which is associated with your Norton Account)

2. Your friend has been using a LOCAL vault in his laptop.

If the above understanding is correct, follow the steps below.

Inorder for your friend to use the local vault that he was using in his PC in Android also, he has to create an Online vault and transfer the contents of his local vault to Online vault.  Please follow the steps below:

1. Take a backup of the local vault in laptop.

2. In laptop, Create a new Norton Account. (Logout of the local vault and click on Login to Identitysafe. From the login window, you can create a new NA. Please see the screenshot.)  (There may be slight differences in the UI's you see and the one I have given below.The screenshot  is just to convey the steps. )

3. Create a new Online vault, associated with the newly created Norton Account.

4. Restore the backed up Local vault data to the Online vault.

In Android device:

1. Login using the newly created Norton Account.

2. You will see the vault associated with that Norton Account.

3. Login using the newly created vault password.

Please let me know if that solves the problem.

Some links you may find helpful:

Create Online vault - https://support.norton.com/sp/en/us/norton-core/current/solutions/v54500320_NIS_Retail_2013_en_us?filter=&inid=us_hho_topnav_support&q=back+up+identity+safe

Backup/Export vault data - https://support.norton.com/sp/en/us/norton-core/current/solutions/v5466274_NIS_Retail_2013_en_us?filter=&inid=us_hho_topnav_support&q=export+identity+safe

Restore/Import vault data - https://support.norton.com/sp/en/us/norton-core/current/solutions/v5466277_NIS_Retail_2013_en_us?filter=&inid=us_hho_topnav_support&q=export+identity+safe

Thanks,

Umai