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Kudos1 Stats

Norton Identity Safe – Vault is Always Closed

Norton Identity Safe – Vault is Always Closed

I have a problem with Norton Identity Safe that I have not seen on this forum, so I am posting this as a new problem.  I’m hoping that someone will be able to provide a resolution!

I can use the Norton Identity Safe Vault via these methods:

  •                 Browser toolbar – Firefox
  •                 Browser toolbar – Internet Explorer
  •                 https://identitysafe.norton.com/
  •                 iPhone
  •                 iPad

But I cannot use the Vault via the Norton Identity Safe application that is part of the Norton Security application.  The Norton Identity Safe application always shows “Vault Closed”.  When I enter my Vault password, it briefly changes to “Vault Opening...”, but then goes back to “Vault Closed”.

Here’s some general info about my system:

  • Windows 8.1 Pro 64 bit
  • Norton Security Version 22.2.0.31
  •                 Norton Security was installed when my Norton Internet Security expired
  • Firefox 37.0.2
  • Internet Explorer 11.0.9600.17728

Here’s a step-by-step with screen shots that show the problem:

  1. Prior to a Restart
    1. I closed the Vault
    2. I logged out of Norton Security
  2. After the Restart Step 1
    1. Norton Security shows I need to Sign In (as it should)
    2. Browser shows Vault is CLOSED (as it should)
      1. I get the same results with Firefox or Internet Explorer
    3. See screen shot #1
  3. After the Restart Step 2
    1. I entered my email address and password to Sign-In to Norton
    2. Norton Security shows that I have Signed In
    3. Browser still shows Vault is CLOSED (as it should)
    4. See screen shot #2
  4. After the Restart Step 3
    1. Norton Security still shows that I have Signed In
    2. Browser still shows Vault is CLOSED (as it should)
    3. Norton Identity Safe shows that the Vault is Closed (as it should)
    4. See screen shot #3
  5. After the Restart Step 4
    1. Norton Security shows that I am still Signed In
    2. I entered by Vault password to open the Vault
    3. Browser then shows Vault is OPEN
    4. But Norton Identity Safe shows that the Vault is Closed!
      1. And that’s the problem!
      2. Norton Identity Safe will never show the Vault as Open!
      3. Even though the browser shows it as Open, and the vault enters my login info for web sites
    5. See screen shot #4

I’ve tried to resolve the problem by doing the following:

  • Uninstall Norton Security via Programs and Features, and reinstalling Norton Security
  • Using Norton Remove and Reinstall

I still have the problem after trying each of the above.

Let me know if more info is needed.

I’m hoping that someone will be able to provide a resolution!

Thanks!

Dennis

See attached PDF for Screen Shots

Replies

Kudos0

Re: Norton Identity Safe – Vault is Always Closed

I just tried your scenario on my Win 7 system with Norton Security with Backup, and could not duplicate your findings.

First thought is, 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-...

If that does not help, try clearing all Windows temp files. Then find the Windows/Prefetch folder and delete all the files in that folder. These files help Windows load programs quickly. They will be recreated when Windows is restarted.

Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

Restart the computer once more. The first restarts may take a little longer as the Prefetch files are recreated.

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

Re: Norton Identity Safe – Vault is Always Closed

To peterweb:

Thanks for researching my problem and offering possible solutions!

However, the problem has not been resolved.  Let me know if you have other suggestions.

See below for my comments:

  1. Windows 8/8.1 Fast Start feature
    1. This is not the cause of my problem.  I typically Restart ~2 times per week.  I rarely shutdown, as I run 24x7.  When I do shutdown, I do so from the WIN+X menu.  As noted on the eightforums site:
      1. The fast startup setting doesn't apply to Restart.
      2. If you shut down from the WIN+X menu in Windows 8.1, it will perform a full shutdown instead of a hybrid shutdown even if you have Fast Startup turned on.
  2. Clearing all Windows temp files and Prefetch folder
    1. I cleared the following:
      1. C:\Windows\Temp
      2. C:\Users\Dennis\AppData\Local\Temp
      3. C:\Windows\Prefetch
      4. Internet Explorer:  Temporary Internet files and website files
      5. Firefox:  Cached Web Content
  3. Run Norton LiveUpdate
    1. I ran it once, and one small update was applied
    2. I ran it again, and it says “LiveUpdate finished – No Updates found”
  4. Restart the computer
    1. I did a restart
    2. I opened Firefox and entered my Vault password
    3. The Norton toolbar now says “Vault is OPEN”, but Norton Identity Safe says “Vault Closed”
Kudos0

Re: Norton Identity Safe – Vault is Always Closed

The problem described here is similar to the problem described in this other post:

Post by bpie123:

https://community.norton.com/en/forums/identity-safe-will-not-open

Post by Dennis-B

https://community.norton.com/en/forums/norton-identity-safe-%E2%80%93-vault-always-closed

In both cases, the browser toolbar says "Vault is OPEN", but Norton Identity Safe says "Vault Closed".

The difference is that user Dennis-B is using Norton Security, and user bpie123 is using Norton Internet Security.

Accepted Solution
Kudos1 Stats

Re: Norton Identity Safe – Vault is Always Closed

The only other thing I can suggest is a reinstall using the Norton Removal Tool. This does a more thorough removal of Norton than the Norton Removal and Reinstall tool.   www.norton.com/nrt

You would then download and install a fresh copy of your Norton Security from your Norton Account.

If that does not help, I will have to leave you to a Win 8 user to try to give you some help.

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

Re: Norton Identity Safe – Vault is Always Closed

Hi Dennis-B,

How about a shot in the dark?  When you removed Norton via Program and Features, did you opt for the Free Norton Identity Safe (IDSS)?  Please have a look in Control Panel > Programs and Features and see if there is a separate entry for Norton Identity Safe.  If there is, uninstall it and see if things have changed.  I have seen some weird things in the past in regards to users opting to retain that "Free Identity Safe" during an uninstall.

FWIW, the IDSS is supposed to go dormant if you reinstall a Norton product that includes the ID Safe, but sometimes things do not work as they are supposed to.

Kudos0

Re: Norton Identity Safe – Vault is Always Closed

To yank:

Thanks for looking into my problem and offering a possible solution!

However, my Programs and Features does NOT include a separate entry for Norton Identity Safe.  The only Norton entries are for “Norton Security” and “Norton Utilities 15”.

Let me know if you have any other ideas about how to fix my problem.

Kudos1 Stats

Re: Norton Identity Safe – Vault is Always Closed

To peterweb:

Thanks for taking a second look at my problem and offering another possible solution!

I am pleased to report that your suggestion has resolved the problem!

I used Norton Removal Tool (NRT) instead of Norton Remove and Reinstall (NRnR), which I had used previously.  After running the NRT, and then reinstalling Norton Security, I can run Norton Identity Safe, enter the password for my Vault, and the Vault opens!  The constant “Vault Closed” is gone!

It is unfortunate that NRnR sometimes provides different results than NRT.  But you knew that sometimes they are different.  Your knowledge provided the resolution.  I have marked your reply as the solution, and given Kudos to you!

Thanks again!

For the record, here are the actions I took that resulted in the resolution:

  1. Download Norton Removal Tool from www.norton.com/nrt
  2. Run Norton Removal Tool
    1. Run #1 indicated that I must manually uninstall Norton Utilities 15 via Programs and Features
    2. I went to Programs and Features, and uninstalled Norton Utilities 15
    3. I then ran Norton Removal Tool for Run #2, and it completed
  3. Restart after completion of Norton Removal Tool
  4. After the restart completed, I logged into my Norton account
  5. I downloaded and installed Norton Security
  6. I then opened Norton Security, and ran LiveUpdate
    1. Run #1:  Updates were applied
    2. Run #2:  It said “LiveUpdate finished – no updates found”
  7. From Norton Security, I then went to the “Identity” tab, and selected Identity Safe.  I entered my Vault password on the screen that said “Vault Closed”.  And to my delight, the Vault opened!
  8. I then tested the vault from Internet Explorer and Firefox.  It worked properly.
  9. I then restarted, and then tested again.  So far, it looks great!
Kudos2 Stats

Re: Norton Identity Safe – Vault is Always Closed

Glad I could help you find a solution.

We usually suggest the remove and reinstall tool first, as it works a little more on its own. But sometimes, as we found with your issue, there can be something a little deeper set in the Norton installation that the NRNR does not address. The NRT will dig a little deeper to get a clean install.

We will be here if you need us again.

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

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