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Kudos0

NIS v21 NTB fails to prompt for vault PW

Of the twelve systems I upgraded yesterday from NIS v20 to NIS v21 only one prompts for the vault PW when visiting a website requiring a login.  This across a diverse mix of systems (hardware, OS versions, and browsers).  The one system on which it does work correctly is a Win7/32Bit and with all three of its installed browsers (IE, FF, Chrome).  All remaining eleven fail this function on all three browsers.  On all twelve systems this function worked as expected with their NIS v20 installations.

Example screen shots from one of the failing systems ...

Chrome browser results on same system when visiting Yahoo webmail site ...

Kind regards,

John

Replies

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Of the twelve systems I upgraded yesterday from NIS v20 to NIS v21 only one prompts for the vault PW when visiting a website requiring a login.  This across a diverse mix of systems (hardware, OS versions, and browsers).  The one system on which it does work correctly is a Win7/32Bit and with all three of its installed browsers (IE, FF, Chrome).  All remaining eleven fail this function on all three browsers.  On all twelve systems this function worked as expected with their NIS v20 installations.

Example screen shots from one of the failing systems ...

Chrome browser results on same system when visiting Yahoo webmail site ...

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi John,

OK, you have me confused now.

"one prompts for the vault PW when visiting a website requiring a login."  I would think that would be controlled on the Security Option Tab via the Ask for my password before filling a login or form.

Also, it appears your Vault is closed on the Yahoo mail page - so it would not autofill nor ask for a password?

What am I missing?

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

FWIW,  I have reported that I am not prompted to open my Local Vault when I visit community.norton.com when using Firefox.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi Yank,

In all previous versions of the NTB (included with NIS before v21), so long as you use an NTB supported web browser, when you go to a website requiring a login, and your vault (either local or online) is not yet already opened, the NTB itself prompted for your vault login PW...

In NIS v20 and its NTB the behavior of this function (either On or Off) is controlled by the "Prompt me to login" option switch within the main NIS GUI settings panel ...

In NIS v21 and it's NTB this option was changed to a checkbox that is now located within the vault management applet and has been renamed to "Prompt me to open my Vault".

The basic jest of all this is that on only 1 out of the 12 systems that I upgraded from v20 to v21 does the new NTB continue to prompt for the Vault PW as expected, this regardless of how the option box is set - a rather unsatisfactory failure percentage to my estimation.

FWIW, All but one of those 12 systems have now been reverted to v20 and this function is once again actually functional on those reverted systems.

Also...

Thanks Krusty for confirming that you're seeing this problem as well!

Kind regards,

John

Kudos1 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Some additional information about this issue...

On all systems I've tested that fail to prompt for Vault login, the option setting for this function refuses to stay selected past either a User Logoff or a System Re-boot.  This is a 100% consistent and repeatable failure across all the systems I've tested regardless of the OS version, or the system architecture (x86 or 64)...

Set the option and select Save ...

Logoff or Reboot and you'll find that the option has been cleared...

I would assume that this is in some way related to the problem.

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi avjohnnie,

I can confirm that Prompt me to Open Vault option does refuse to stay selected on my systems as well.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Thanks for confirming, Krusty!  

Hmm, I wonder how this correlates to all the users reporting field & login fill failures with v21?

I can also add that on every one of the systems that I had with this issue, that after roll-back to v20, they retained this setting  as "disabled".  However, unlike under their v21 installations, enabling the option under the v20 roll-back installation works and the option is retained through subsequent Logoffs and Re-boots...

It's as though the wrong option table (or table position) for this setting is being referenced in (some) v21 installations - as I stated before, in 11 out of 12 installations this was the primary post installation failure.  It still is the primary failure on the one remaining v21 test system I have not rolled back.

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

I have NIS 21.1.0.18  on a 64 bit Win 8.1 machine and have the same problem.  NIS will not keep the "Prompt me to open my vault" setting checked on a consistant basis.  Sometimes it keeps it checked for a day or two and other times, I have to reset it.

I wanted to add to this thread so I can keep an eye on the solution.

Thank you

Rudy

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Inconsistent indeed!

I was rather shocked yesterday when my one test system still running on v21 actually prompted for Vault login upon visiting a regularly used website requiring login credentials.  Wow I thought - Symantec must have finally fixed this bug!  So I checked the setting and sure enough it was enabled.

Next I thought I'd best check it again, so I closed the vault and tried visiting the same website again...  This time no prompt.  So I opened the vault manually, and checked the setting - It was disabled...  Ah, I thought - business as usual...

FWIW - I, my colleagues, and our customers rely heavily on the IDSafe being both functional and usable.  As it presently stands v21's IDSafe is neither.  This is the primary roadblock prohibiting my allowing v21 upgrading within my company.  It will stay so until such issues are addressed.

Regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

BTW, let me add some information in case tech support wants to look into this.

This is a brand new install of NIS on a brand new Asus laptop after the update to Win 8.1.  That is, I updated windows and all the system drivers before installing NIS.  I then installed NIS before any other software install.

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi avjohnnie,

Thanks for reporting the issue. We are tracking the "Prompt me to open my vault" not getting retained after reboot issue with a defect.

Apart from that, we are still not able to reproduce the other issue - open vault infobar prompt not showing up.We will update this thread incase if we are able to reproduce and if being tracked.

Regards,

Prasanna

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Thanks Prasanna,

 

I will add another piece of information for the team - This problem was not manifesting (for me) in the last two beta releases prior to the final RTM version - but it has been a persistent condition in all RTM versions since then.  I've now confirmed this issue as repeatable on 12 different computer systems running various versions and architectures of Windows OS and Web browsers.

 

Perhaps fixing the one issue will also address the other at the same time - we can certainly hope so ...

 

Thank you again and Kind regards,

John

 

Edit:  BTW:  In my case(s), the issue happens whenever the user logs out of their Windows account and back in - a full re-boot is not necessary for the issue to manifest.

 

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW


prasanna_a wrote:

Hi avjohnnie,

Apart from that, we are still not able to reproduce the other issue - open vault infobar prompt not showing up.We will update this thread incase if we are able to reproduce and if being tracked.

Regards,

Prasanna


Prasanna - Please refer to Yank's post located here:

http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/how-to-stop-norton-ldentity-safe-sign-up-pop-up-screen/m-p/1050673#M15419

Wherein he also confirms this aspect of the prompting failure...

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

I can confirm the safe behavior.  I check the "Prompt me to open the vault" checkbox.  It doesn't work when the vault is closed and I visit a website requiring login info.  If I reboot, the checkbox is always cleared.  Sometimes, I don't even need to reboot for the box to be cleared.

I just renewed from NIS 2014 to Norton 360 and found this behavior on the first two PC's on which I installed it.

Both PC's are Win7Pro-64.  One worked properly when I first installed N360-2014 yesterday afternoon and again early last night after the second install didn't work correctly.  This morning, the both have the problem.  Could there have been a problem with an update yesterday?

I just checked another laptop (Win7Pro-64) that is running NIS2014 and had been working properly for weeks; it is now broken too!

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

I have yet to be able to solve this issue.  But to add insult to injury, NIS vault no longer shows it's control bar at the top of Google Chrome.  It still works in IE, but not Chrome.

I suspect at some point Google updated Chrome and not I've lost that funtionality as well.

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Norton has been aware of this problem for over three months now , but has done nothing about it. .Does anyone at Norton give a **bleep**? WTF?!

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Bump ...

Months of waiting for a fix and this is still an ongoing issue ...

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Just letting you know that whatever "fixes" were released a couple of days ago to supposedly address the various breakages with Chrome - This was not one of the ongoing problems that got "fixed" by the updates...

Still not prompting (on any of the systems I have again tried "upgrading" to v21) - and from what I understand, still continuously prompting for others...

Regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Unfortunately, the 'fix' hasn't fixed anything on my machine.  Chrome is now worse off with the NIS extension. 

The browser has started to act erraticaly.  The menus and tabs go out of view and pages have odd behaviour.  

This extension does not work very well with Chrome. No problems with IE, but Chrome doesn't like it.

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Some new information about this bug thanks to a recently posted message by c9637m, located here:

http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/I-am-still-having-problems-with-NIS-and-Chrome-with-the-toolbar/m-p/1091535#M17

...which among other things stated that they had achieved some degree of resolution to their issues by using the NRnR tool, and specifically citing that "The bar to request Vault password now appears and clears properly, as well as the add new and update existing password bars."

 

That post got me to thinking a little more deeply about this problem.  After reading it I decided to give the NRnR tool a try. Using it temporarily restored the functionality of the vault prompting function so I went in and checked the prompting setting and it too was selected.  Unfortunately however after restarting the computer the prompting bar would again not display and checking the settings option for it showed that it was deselected.

 

I've now tried this process on 3 computers and the results are exactly the same on each ...

 

- Prompting bar not working

- Use NRnR tool

- Prompting bar works and option is selected in settings

- Restart computer

- Prompting bar not working and option is deselected

Hopefully with this new information regarding using the NRnR tool someone on the Norton team will now have (what I think is) a 100% repeatable way in which to find and correct this long standing v21 bug.

 

Kind regards,

John

 

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi John,

Just my 2 ¢:

Let's say that the NRnRT (and I feel pretty confident an uninstall/reinstall saving settings would also) does in fact set the Prompt Me to "on".    From lack of a better term, to me it's similar to a Default Setting (something else that is missing from the V 21 ID Safe Settings), in that it is supposed to be maintained thru various actions - reboot, restart, log into Vault, log out of Vault etc.  That would appear to me as something that should not change state until one physically alters the setting itself.  Very simialr to being logged into your Norton Account and remaining so thur reboot/restart etc.

I'm not into programming, but it seems whatever programming is used to set and maintain all the default settings within Norton Products would be the same programming for this function and should not be really that hard for a programmer to verify??

Looks to me they got the part that sets it initially (on install) correct, and just needs to set the "retain"!

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Agreed Yank...

Another point is that once the restart (or Windows Account sign-out) occurs, and the settings option (in all my test cases) again de-selects, the user can try to re-select the setting (and it will show as selected) but the setting change is ignored by the NTB and upon subsequent restarts or sign-outs will switch back to show its true condition state (in my case, un-selected).  I'm phrasing in this manner because there have also been reports of users encountering the exact opposite; meaning the user cannot disable the prompting feature, and attempting to alter the behavior using the setting is likewise ignored by the NTB.

I just thought that the programming team may be able to utilize the "one-shot" condition alteration that the NRnR tool apparently provides, as a troubleshooting assist - assuming of course they are still aware of the problem and are still engaged in trying to correct it.

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

I'll flag this for @prasanna_a  for addtional comment as he already posted in this thread.

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Thanks Yank!  I'm very much obliged. 

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

As of this morning's power-up, I now have the deselected error for the Open Vault prompt, which worked as described below up to power-off Friday.  This a prior post (Thursday):

Re: I am still having problems with NIS and Chrome with the toolbar is not showing. 

‎02-06-2014 03:06 PM

 

W7 64 sp1

NIS 21.1.0.18 

Chrome 32.0.1700.107 m

Norton Identity Protection 2014.6.4.11

 

 I now appear to have the full functionality of the NTB and the Vault.  The tool bar responds properly to open and close with no residual page errors such as a blank space at the top of page or ghosting of the NTB space duplicating the top edge of the webpage.  The bar to request Vault password now appears and clears properly, as well as the add new and update existing password bars.

 

On Monday, 2/4, before I shutdown at the end of day after the Google 107 update, I unistalled and reinstalled Chrome.  No change.

 

When I came up Tues (2/5) I ran Norton's Remove and Reinstall tool, NRnR.exe.  Rebooted and ran LiveUpdate, rebooted, etc.  There were 5 or 6 Patches included.  In the end things appeared to be working properly.  However, considering the history I chose to wait another day.  Well here we are and (cautiously) so far, so good.

 

Regards, Charles

 


This morning the error was encountered first as the Open Prompt bar space appearing but the top of the current page being repeated in that space.  On subsequent pages it didn't appear in any form.  After reading this post, I checked the vault (using the NTB to open) and the prompt was deselected.  Selected and rebooted and same result 2X:  deselection.

 

FYI, yesterday there were 2 large LiveUpdate downloads I caught.  The first was 175+meg and the 2d over 350meg.

 

Regards, Charles

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW


c9637m wrote:

As of this morning's power-up, I now have the deselected error for the Open Vault prompt, which worked as described below up to power-off Friday.  This a prior post (Thursday):

Re: I am still having problems with NIS and Chrome with the toolbar is not showing. 

‎02-06-2014 03:06 PM

 

W7 64 sp1

NIS 21.1.0.18 

Chrome 32.0.1700.107 m

Norton Identity Protection 2014.6.4.11

 

 I now appear to have the full functionality of the NTB and the Vault.  The tool bar responds properly to open and close with no residual page errors such as a blank space at the top of page or ghosting of the NTB space duplicating the top edge of the webpage.  The bar to request Vault password now appears and clears properly, as well as the add new and update existing password bars.

 

On Monday, 2/4, before I shutdown at the end of day after the Google 107 update, I unistalled and reinstalled Chrome.  No change.

 

When I came up Tues (2/5) I ran Norton's Remove and Reinstall tool, NRnR.exe.  Rebooted and ran LiveUpdate, rebooted, etc.  There were 5 or 6 Patches included.  In the end things appeared to be working properly.  However, considering the history I chose to wait another day.  Well here we are and (cautiously) so far, so good.

 

Regards, Charles

 


This morning the error was encountered first as the Open Prompt bar space appearing but the top of the current page being repeated in that space.  On subsequent pages it didn't appear in any form.  After reading this post, I checked the vault (using the NTB to open) and the prompt was deselected.  Selected and rebooted and same result 2X:  deselection.

 

FYI, yesterday there were 2 large LiveUpdate downloads I caught.  The first was 175+meg and the 2d over 350meg.

 

Regards, Charles


Thanks Charles,

This confirms that you're experiencing the same failure (bug) that I am seeing.  It also confirms that using NRnR will create a one-time restoration of the feature that's in turn ended again by power cycling the system.  It's now my feeling that this bug is consistent across all installations, as it has been since the v21 RTM version was released.

FWIW, I've one laptop system that I generally just close the lid on (which sleeps the system) when I'm done using it.  Unfortunately doing this hides this bug because (and unless the logout on sleep option is selected in IDSafe settings) the current vault access login state is retained through periods of non-use of the system.

Kind regards,

John

Kudos3 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Hi All,

As we acknowledged earlier in this thread -  "Prompt me to open my vault" not getting retained after reboot issue is currently fixed in our internal builds. It should reach all our customers in the next major product update.

 

Note - the inline patches released for Chrome and Firefox support did not carry this fix and i clearly call out - its the next major product update.

 


I will also update this thread when that particular engine patch is rolled out to all users untill then we request your co-operation! 

 

Regards,

Prasanna

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Thanks Prasanna,

 

Didn't mean to beat a dead horse, just sharing from another thread.  Also, the bold was just a quick way to highlight the quote since the usual gray background didn't appear.  Don't think I'll use that method again.

 

Just to acknowledge your last.

 

Regards, Charles

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW


prasanna_a wrote:

Hi All,

As we acknowledged earlier in this thread -  "Prompt me to open my vault" not getting retained after reboot issue is currently fixed in our internal builds. It should reach all our customers in the next major product update.

 

Note - the inline patches released for Chrome and Firefox support did not carry this fix and i clearly call out - its the next major product update.

 


I will also update this thread when that particular engine patch is rolled out to all users untill then we request your co-operation! 

 

Regards,

Prasanna


Hi Prasanna,

Can you tell me if yesterday's NIS v21.1.1.7 release is considered the requisite next major product update (from the previous v21.1.0.18 product) and now includes your aforementioned correction?  I presume not since you've not posted here in regards to it, but thought I would ask anyway...  My supposition is that it will occur in some future v21.2 (or higher something) update release, for which there is no actual release time frame set at present...

Kind regards,

John

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Hi John,

No luck with your favorite subject!

From this Produc announcement: http://community.norton.com/t5/Product-Update-Announcements/Product-Update-21-1-1-of-Norton-Internet-Security-Norton-360/ba-p/1095883

Norton Internet Security, Norton AntiVirus, Norton 360 Version Number: 21.1.1.7

 

Improvements & Fixes:

 

- Norton Toolbar cumulative fixes since 21.1 release

- Minor AutoProtect backend fixes

Also if you look around the boards you'll see that there is nothing mandatory about the last update obtained via the Norton Update Center - this does not equate to a major product update.  A major product update wil be pushed thru the LIveUpdate function - in order for everyone to receive it as a mandatory update. 

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Thanks guys.

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Question on Toolbar software loading with any new version or RnR.

In the past the software for Chrome extension has not loaded automatically and I have utilized the unpack Chrome.crx method and manually loaded via the Chrome extensions panel.  I noted at that time the Extensions page gave the unpacked Chrome.crx location instead of the NIS program location as the source:

Norton Identity Protection 2014.6.4.11

Symantec Corporation ...

 ID: lckf...Loaded from: C:\Users\...\Documents\Norton ID Inspect views: ...

After the revision update, the Chrome extension is still using my unpacked Toolbar .crx instead of the new one in NIS program location.

I assume it should load from the NIS program location.  Should I have deleted the unpacked .crx and all traces once used?  Just how should this work?

Thanks and regards, Charles

Kudos0

Re: NIS v21 NTB fails to prompt for vault PW

Persistent frustration...

I had held out great hopes that this long awaited version release would address and correct the "Prompt me to open my Vault" bug as promised ... Unfortunately it has not.

Although the option box now stays selected (or deselected) through a system restart (or through a Windows account logoff), with this latest v21.2.0.28 release this setting has now been rendered completely meaningless - The actual prompting behavior remains unchanged in this latest version.

In previous v21 versions the check box for this option actually made some sense because its condition setting, though uncontrollable, did track with the observed prompting behavior.

With this latest release the setting doesn't even manage to do that...

Kind regards,

John

Kudos1 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Hi John,

I've noticed the same in the new three-dot settings panel on the Norton Safe Search option.  I do have the Safe Search enabled in the toolbar, but the setting sometimes shows it's disabled, sometimes enabled.  That's with Firefox, I haven't tried with IE11 and I have dumped Chrome altogether.

Dave

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Hi Dave,

Thanks for confirming that you're still seeing the same issue as well...  FWIW to you, the bug remains the same regardless of which of the three different browsers and respective NTB BHO add-ins is being used -- I've confirmed this on three different systems running different OS versions and architecture (32 and 64 bit) configurations.

Thankfully, this same function continues to work flawlessly within all the previous v19 & v20 based products, meaning that periodic LiveUpdates to those products have not (as of yet) crippled the function in those products.  So I'll continue to hold out hope that the programmers will eventually get it right.

I would however be interested in hearing from any of those users who previously reported the reverse v21 affliction, that of - being continuously prompted to open their vault (when the option is set to Do Not Prompt); as to how this latest update has affected their situations...

Kind regards,

John

Kudos1 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Sometimes I am prompted to open the vault, sometimes not.  I don't know why, maybe it depends on the mood it's in. 

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: NIS v21 NTB fails to prompt for vault PW

Win 7 sp1 64

NIS 21.2.0.38

NIP 2014.7.0.43

Chrome Ver 33.0.1750.154 m

I too am sometimes prompted to open the vault, sometimes not.  On occasion I click in the logon name or password box and the Open Vault bar will appear.  Then again, if I walk away leaving a logon screen open, the vault logon bar is there when I return.  Other times it will appear during the logon process or after logging on to one or more sites manually.  (If I open the vault manually all else seems to be well.) 

 

Regards, Charles

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