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Kudos0

Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Using iOS 7 on iPhone 5.  I can logon to my norton account fine, but trying to open the safe with my password causes the program to close without error message.  I have submitted a couple of crash details via the app (it prompts when opening again).

Can someone confirm Norton are aware of the issue, and perhaps provide an eta for the fix?

Replies

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Using iOS 7 on iPhone 5.  I can logon to my norton account fine, but trying to open the safe with my password causes the program to close without error message.  I have submitted a couple of crash details via the app (it prompts when opening again).

Can someone confirm Norton are aware of the issue, and perhaps provide an eta for the fix?

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Greetings,

We have had a few customers report this, but not yet with iOS 7.

Do you use the PC version?

Did you ever by chance import/export your vault?

Thank you,

Rhonda Leopold

Program Manager- Norton IDSafe for Mobile.

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

I use the PC version on two Windows 7 systems.  The version on my iOS 6 ipad is still working fine.  I may have exported or imported in the past but probably two or three years ago.

The crash is consitantly reproducable and as a result prevents me from using the app on the phone.

I tried deleting the app and reinstalling.  It still crashes but no longer allows me to submit a crash report.  Last one submitted a few minutes before this post.

Let me know if I can provide any further information.

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Oh, and just to be clear, the app was working perfectly fine before iOS 7 upgrade.

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

I am experiencing the same on an iPad to which I have just installed iOS7. My vault opens briefly and a pop up appears but before I can do anything more, the app closes.

From the very brief view I get of the pop up, it appears to be asking whether I want the vault to close, showing several options with "close" ticked.

This all happens in maybe 0.5 seconds, too quickly for me to do anything about it!

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Greetings,

The iOS 7 crash is something we are looking at as our top priority.  We hope to have a fix early this week.

Thank you for your patience!

Rhonda

Program Manager- IDSafe Mobile Edition

Kudos1 Stats

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Hi,

If you or anyone are willing to install the test build with a fix for this crash, please let me know and I will send you a private message with the contact details.

Rhonda

Program Manager- IDSafe Mobile Edition

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

I have the same issue with iPhone 5 and Ipad. Was working fine before upgrading to IOS7
Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Hi,

Would you be willing to install the update and see if it fixes your issue?

We are hoping to submit it to Apple today, but it can take 10 days until they approve it.

Please email me at Rhonda_Leopold@symantec.com

Thank you,

Rhonda

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Happy to try it out ....

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Can you private message me your email address? I can't post the link in the forum. 

Thanks!

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

The fix worked, Rhonda - thanks...

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Tried the update on my iPad and seems to work fine, however when opening a web page via the account menu, the app crashed.  Tried sending report but it said it could not contact the server.  Can't reproduce again though.

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

I am willing to be a guinea pig. 

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Hi,

Can you please send me a private message with your email address?

Thank you,

Rhonda

Program Manager- IDSafe Mobile Edition

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Greetings,

the update to 2.5.18 is now happily on iTunes.

Please download this update for iOS7 support and also may fix a few reported crashes.

Thank you,

Norton IDSafe Mobile Team!

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Thank you.  It worked and I am glad to have this back.

Kudos0

Re: Norton Identity Safe on iOS 7 crashes when trying to unlock vault. A fix on the way and when?

Hi,

Are you up and running or still having problems?

Thank You

Rhonda L

IDSafe Mobile Team