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Kudos0

Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

My Norton Identify Safe for Mobile, version 2.5.14, has a BIG ISSUE--only 13 out of 116 logins are showing up, IF ANY.

Several times over the past 2 days, I have seen the message below, instead of ANY logins:

I am using an HTC One Android phone.

NOTE:  I tried asking this question on another thread in this forum, and have gotten no answer.  No one seems to be paying any attention to it.  So, I am posting it as a separate issue.

On my Windows 7 computer, I am using Norton Internet Security version 21.0.1.3.  Norton Identity Safe IS ALREADY SET UP.  I have used it several times, BUT DID NOT TRY USING IT WITH THE CURRENT MOBILE VERSION, UNTIL THIS PROBLEM CROPPED UP.  And now, NIS for Mobile is UNUSABLE.

Please resolve this issue ASAP!  Thank you!

Replies

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

Hi,

We're probably going to need to get in touch with you, but would like to see what the answers are to these questions first:

Can you also tell me when you started noticing your logins were gone from Android? 

Can you tell me if you are sure you are using the same Norton Account and Vault as you are with NIS?

Can you tell me if you are sure that same vault is in the cloud.

My suspicion is you set up a vault with via IDSafe with NIS and set up a different one with mobile.

When did you start using 2.5.14? 

Thank you,

Rhonda L

Mobile IDSafe Team

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK


RDLeo wrote:

Hi,

We're probably going to need to get in touch with you, but would like to see what the answers are to these questions first:

Can you also tell me when you started noticing your logins were gone from Android?  I can't tell you with 100% certainty because I don't use Identity Safe for Mobile very frequently.  I can only tell you that with this last version, it isn't functioning properly.

Can you tell me if you are sure you are using the same Norton Account and Vault as you are with NIS?  I login with the same credentials for both--that is, same email address, same password.  Therefore, I am ASSUMING that I am using the same Norton Account and Vault as I am with Norton Internet Security (NIS 2013).

Can you tell me if you are sure that same vault is in the cloud.  To the best of my knowledge, yes.  The 13 logins I see on my phone with Identity Safe are the same as 13 of the 116 logins I see on my home computer with NIS 2013. 

My suspicion is you set up a vault with via IDSafe with NIS and set up a different one with mobile.  I don't know how that would be possible--shouldn't both programs be accessing the exact, same vault in the cloud?  I use the same Norton Account login credentials, so wouldn't they be accessing the same vault?  Further, with the last version of Identity Safe for Mobile, all my logins were the same as on my NIS 2013 (home computer).

When did you start using 2.5.14?  I do not recall specifically; but my best guess is it was soon after it was made available in the Google Play market.

Thank you as well, for your help.

Thank you,

Rhonda L

Mobile IDSafe Team


Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

RDLeo wrote:

Hi,

We're probably going to need to get in touch with you, but would like to see what the answers are to these questions first:

Can you also tell me when you started noticing your logins were gone from Android?  I can't tell you with 100% certainty because I don't use Identity Safe for Mobile very frequently.  I can only tell you that with this last version, it isn't functioning properly.

RL-- I only ask because this version has been out for awhile, but I understand from reading the previous post that you were trying for help in another forum so you've been dealing with this for awhile...

Can you tell me if you are sure you are using the same Norton Account and Vault as you are with NIS?  I login with the same credentials for both--that is, same email address, same password.  Therefore, I am ASSUMING that I am using the same Norton Account and Vault as I am with Norton Internet Security (NIS 2013).

RL-- It is possible that you could have two vaults without knowing it.  To rule out some other things, please go to http://identitysafe.norton.com and sign in and tell me how many logins you see on the website.

If it is the same as your PC, then go to your phone and log out of your Norton Account and log back in. Sometimes this can trigger a sync. 

Can you tell me if you are sure that same vault is in the cloud.  To the best of my knowledge, yes.  The 13 logins I see on my phone with Identity Safe are the same as 13 of the 116 logins I see on my home computer with NIS 2013. 

RL-- If you see 116 logins on the website then we know it is in the cloud.

My suspicion is you set up a vault with via IDSafe with NIS and set up a different one with mobile.  I don't know how that would be possible--shouldn't both programs be accessing the exact, same vault in the cloud?  I use the same Norton Account login credentials, so wouldn't they be accessing the same vault?  Further, with the last version of Identity Safe for Mobile, all my logins were the same as on my NIS 2013 (home computer).

RL-- So I understand now that you had the logins on your phone and then lost them with the update. 

When did you start using 2.5.14?  I do not recall specifically; but my best guess is it was soon after it was made available in the Google Play market.

Thank you as well, for your help.

I will check the messages again tomorrow if you reply. 

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK


RDLeo wrote:

RDLeo wrote:

Hi,

We're probably going to need to get in touch with you, but would like to see what the answers are to these questions first:

Can you also tell me when you started noticing your logins were gone from Android?  I can't tell you with 100% certainty because I don't use Identity Safe for Mobile very frequently.  I can only tell you that with this last version, it isn't functioning properly.

RL-- I only ask because this version has been out for awhile, but I understand from reading the previous post that you were trying for help in another forum so you've been dealing with this for awhile...

That's fine, thank you.  As for the post I made on the other forum, would you like me to delete it?

Can you tell me if you are sure you are using the same Norton Account and Vault as you are with NIS?  I login with the same credentials for both--that is, same email address, same password.  Therefore, I am ASSUMING that I am using the same Norton Account and Vault as I am with Norton Internet Security (NIS 2013).

RL-- It is possible that you could have two vaults without knowing it.  To rule out some other things, please go to http://identitysafe.norton.com and sign in and tell me how many logins you see on the website.

I see 116 logins....  Display:  All Logins (116)

If it is the same as your PC, then go to your phone and log out of your Norton Account and log back in. Sometimes this can trigger a sync. 

Followed your instructions.  (1) I logged off my Norton Account on my mobile, then (2) logged back in to my Norton Account, then (3) logged on with my Vault password.  No change--only 13 logins are displaying on my HTC One.

Can you tell me if you are sure that same vault is in the cloud.  To the best of my knowledge, yes.  The 13 logins I see on my phone with Identity Safe are the same as 13 of the 116 logins I see on my home computer with NIS 2013. 

RL-- If you see 116 logins on the website then we know it is in the cloud.

Yes, there are 116 logins, so I'm pretty confident that the Vault is in the cloud.

My suspicion is you set up a vault with via IDSafe with NIS and set up a different one with mobile.  I don't know how that would be possible--shouldn't both programs be accessing the exact, same vault in the cloud?  I use the same Norton Account login credentials, so wouldn't they be accessing the same vault?  Further, with the last version of Identity Safe for Mobile, all my logins were the same as on my NIS 2013 (home computer).

RL-- So I understand now that you had the logins on your phone and then lost them with the update. 

Yes, that appears to be the situation.  I have used Identity Safe many times before, with good results, until after this latest app update.

When did you start using 2.5.14?  I do not recall specifically; but my best guess is it was soon after it was made available in the Google Play market.

Thank you as well, for your help.

I will check the messages again tomorrow if you reply. 

You're welcome, and thank you.


Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

There is a new version out for the mobile ID Safe app. See Rhonda's post here  http://community.norton.com/t5/Other-Mobile-Products/iOS-2-5-18-is-now-available-for-Download-from-iTunes/m-p/1031049#U1031049

Remove the current version from your phone before installing the new. Then test the vault contents again.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK


peterweb wrote:

There is a new version out for the mobile ID Safe app. See Rhonda's post here  http://community.norton.com/t5/Other-Mobile-Products/iOS-2-5-18-is-now-available-for-Download-from-iTunes/m-p/1031049#U1031049

Remove the current version from your phone before installing the new. Then test the vault contents again.


peterweb and RDLeo, thank you both, very much.  peterweb, I will remove the old and install the new as you suggest.

Before I do, I'd like to say that very early this morning, I actually "repaired" the old version by going to Apps > selecting Norton Identity Safe > Clear cache > Clear data > Force stop > reboot the phone.

After rebooting and logging back in to my Norton Account and the Vault, all the logins repopulated.  Pretty straightforward "repair"...but I hadn't even thought of trying it...and it just happened to work.  (I didn't have time this morning to let RDLeo know...sorry about that part!) 

Anyway, thanks to RDLeo for helping out, and to you for suggesting the upgrade (which I will now do).  Thanks!

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

peterweb, I have an Android device (HTC One). NIS 2.5.18 appears to be for Apple devices. Please clarify...should I reinstall 2.5.14...which I just uninstalled, based on your recommendation? :-/ Thanks.
Kudos1 Stats

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK


Saganized wrote:
peterweb, I have an Android device (HTC One). NIS 2.5.18 appears to be for Apple devices. Please clarify...should I reinstall 2.5.14...which I just uninstalled, based on your recommendation? :-/ Thanks.

My bad. Sorry.

I have been following a couple of iPad/iPhone threads and got confused  

Just go to the Android App store on your phone and redownload the latest version offered there.

Did you get the ID Safe to work properly after clearing caches as noted in your last post? That would be a great find.

PS Rhonda will see your post when she gets in to work on Monday.

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

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK


peterweb wrote:

Saganized wrote:
peterweb, I have an Android device (HTC One). NIS 2.5.18 appears to be for Apple devices. Please clarify...should I reinstall 2.5.14...which I just uninstalled, based on your recommendation? :-/ Thanks.

My bad. Sorry.

I have been following a couple of iPad/iPhone threads and got confused  

Just go to the Android App store on your phone and redownload the latest version offered there.

Did you get the ID Safe to work properly after clearing caches as noted in your last post? That would be a great find.

PS Rhonda will see your post when she gets in to work on Monday.


peterweb, no problem and thanks for being a good sport about it. 

I did redownload 2.5.14, reinstalled it, and it's working perfectly so far.

Yes, I did get ID Safe working properly, by following the steps in my post.  (Not being familiar with how Android apps work, I don't know whether it was clearing the cache alone, or going through the sequence of steps.  You probably know better than I; but "to be on the safe side," I would repeat that sequence if anyone encounters the same issue.  Your call!  )

Thanks again to both you and RDLeo (Rhonda).  The help was, as always, certainly appreciated! 

PS  Obviously, I forgive you; both Android and Apple begin with "A."  (Major mistake by the Google folks... lol) 

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

Thank you for posting your resolution.

I will share this with the rest of my team!

Rhonda L

IDSafe Mobile Team

Kudos0

Re: Norton Identity Safe for Mobile Version 2.5.14 DOESN'T WORK

RDLeo, you're welcome, and thank you for acknowledging my solution!