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Kudos0

Norton Identity Safe not working

Since this morning I am unable to log in into Identity Safe. I click the icon on the tool bar and it tries to connect for Norton Server but it comes back unable to connect to servers. I have logged out of my Norton Account and tried logging back in and I am unable to connect with Norton Server. I have to admit I am in a bit of pickle over this 

Replies

Kudos1 Stats

Re: Norton Identity Safe not working

Can you log into the ID Safe web site at https://identitysafe.norton.com

I would suggest it is just a temporary server issue. If you are still seeing problems after this evening,  please post back.

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

Re: Norton Identity Safe not working

I am still having the same problems but the link you provided

works

Kudos0

Re: Norton Identity Safe not working

I am also having the same problem.

Kudos1 Stats

Re: Norton Identity Safe not working

Something that has worked in the past.

From your main Norton product screen, click on your email address and click Sign Out. Restart your computer, then try to log into iD Safe again. Remember that you will first have to enter your email and password for your Norton Account, then the vault password.

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

Re: Norton Identity Safe not working

I have tried that twice on two separate PC's. It has not worked.

Kudos0

Re: Norton Identity Safe not working

Have you restarted your PCs?

Have you run LiveUpdate manually a few times, restarting as necessary, until no updates are available?

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

Re: Norton Identity Safe not working

Yes I have restarted several times. Norton has pushed through two updates recently that have required restarts. I am not sure if this is the cause of the problem. I have also tried the manual update. None are available.

Kudos0

Re: Norton Identity Safe not working

What part of the world are you in? I have no trouble signing in, so it sounds like it may be a local server issue.

If not a server issue, you may need to refresh your installation of your Norton product. The easiest way to do this is to download and run the Norton Removal and Reinstall Tool from   www.norton.com/nrnr

Be sure you read the Before you begin section, and run LiveUpdate manually a few times, restarting as necessary, until no updates are available.

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

Re: Norton Identity Safe not working

I am living in the UK and I logged off, ran Live updates and now I cant get into either the ID Safe or my Norton account. 

Kudos0

Re: Norton Identity Safe not working

If it is a local server issue than it has been going on for a couple of days

Kudos0

Re: Norton Identity Safe not working

I Live in CO. USA.

Kudos0

Re: Norton Identity Safe not working

So much for local server issues.

I go back to my question about restarting the PC. If you are on Win 8 or 10, have you disabled the Fast Startup feature?

If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

I'll suggest again that you refresh your installation with the Norton Removal and Reinstall tool.

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

Re: Norton Identity Safe not working

I have re started my computer, ran update, logged out of Norton dozens of times and I am still having the same problem, I am a bit bothered about reinstalling it as if that doesnt work I will have no protection.

Kudos0

Re: Norton Identity Safe not working

I have uninstalled, removed and installed Nortons and had the Norton Tech dudes helping and still I am getting "Cannot Connect to Norton Servers" This is really bugging me now and I am thinking about changing to another service provider

Kudos0

Re: Norton Identity Safe not working

This is the error message I am getting when I try and log on

File Attachment: 
Kudos0

Re: Norton Identity Safe not working

Hello Panzer

What operating system are you using? If you are on windows 10, have you disabled Fast Startup?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Norton Identity Safe not working

I am using Windows 7 and it was the Norton Techs who reinstalled Nortons for me. I still cannot log in, totally fed up

Kudos0

Re: Norton Identity Safe not working

I have also noticed that I cannot renew my subscription as I am getting the very same message
Kudos0

Re: Norton Identity Safe not working

No help forth coming, any suggestions

Kudos0

Re: Norton Identity Safe not working

I'm drawing a straws here, but this is something that has helped with strange issues with Norton products.

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 not working

Add me to the list of people who cant sign in to there vault.

Just asks to sign in then asks to sign in again and its a loop that never ends .... been like this for days now.

Was working today till an hour ago but now its stopped again.

Tried everything but no good. I'd rather not re-install as it takes for ever to sort out my back up again.

I can sign into my online account and online vault but cant do it through the Norton Security App on the pc or on the "Vault Closed" option on the internet page.

Kudos0

Re: Norton Identity Safe not working

I Have done what you said Peterweb and still I am having the same problem

Kudos0

Re: Norton Identity Safe not working

We have no solutions then or suggestions. Blast 

Kudos0

Re: Norton Identity Safe not working

I still can't login into Identity Safe on four different PC's running Windows 10 64 bit in Two separate locations. I Can login too the identity safe website. This has been an issue since the product upgrade(Norton Security v. 22.7.1.76). Clearly there is a problem with the new version.

Kudos0

Re: Norton Identity Safe not working

Sorry. I am out of ideas. I was hoping someone else might have some ideas.

I'll see if I can get some help from above.

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

Re: Norton Identity Safe not working

Hi @PanzerKaput,

Sorry for the inconvenience caused. I have sent you a private message requesting more details via forums. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

Hi @BubbleHeed & @Jac67,

Please try below steps and let me know if issue still continue to exist.

Step1: Try changing your default web browser. 

Norton Support ArticleMessage: "Cannot connect to the Norton server" appears on my Norton product

Step2: Try Uninstalling program Nahimic for MSI. Please see Symantec Employee "VineethPS" post for more details here

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

I don't have an issue logging into my Norton account through the Norton security program. My issue is when I try to log into the identity safe, it times out and does not log in.

Kudos0

Re: Norton Identity Safe not working

@Jac67,  I have sent you a private message requesting more details via forums. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

I'm back to not being able to sign in to my vault through the Norton program .

I can log into my online identity safe through the web but my vault will not open through the Norton app or sign into my vault .... vault is closed and just goes into the loop asking for me to sign in over and over.

I have been with Norton for over 10 years but this has ended my Norton relationship ... once I expire I'm moving on .

What is the point on a Vault you cant effing sign into .

Kudos0

Re: Norton Identity Safe not working

Hello BubbleHood

Did you answer Sunil's questions? He's probably not around today to see your response. Please check back in a couple of days to give him time to see your response.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Norton Identity Safe not working

i got an idea how about you techs at norton get off you buts and fix the norton servers instead of wasting our time. its a problem at norton for so many people to have the same problem. so how about you do what they pay you for a change

Kudos0

Re: Norton Identity Safe not working

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

I have not been able to sign into my vault either for several days now. I only get to the "Sign in" screen & when I click it I don't get any response. I also tried the above suggestions with no luck. I have Windows 7 using IE 11 & also not working on Chrome. 

Kudos0

Re: Norton Identity Safe not working

Hi @MyTurn,

Sorry for the inconvenience. I have sent you a message via forums. Please check it when you get a chance. Thanks. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

Hi ... yes I tried these steps but it didn't work .

I believe I solved it be deleteing all objects in the Prefetch folder .

At least that's what worked for me .

Kudos0

Re: Norton Identity Safe not working

@BubbleHeed, Thanks for the update. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

Hi & thank you so much for responding so fast. I have no idea what I done but something worked for me & everything is working fine for now! Unless Norton fixed the problem! Either way I am a very happy camper now!!

Again thank you

Kudos0

Re: Norton Identity Safe not working

Oooops ..... spoke too soon .

This problem has returned today and so far clearing Prefetch repeatedly hasn't worked this time :-/

Kudos0

Re: Norton Identity Safe not working

Hi @BubbleHeed,

Sorry for the trouble caused. I have sent you a message via forums requesting logs for further investigation. Please check it when you get a chance. Thanks.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity Safe not working

Still have the problem and now I am not a happy camper

Kudos0

Re: Norton Identity Safe not working

Hello PanzerKaput

Have you followed Sunil's suggestions in his previous posts?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Norton Identity Safe not working

Yes I have floplot and I have a PM from Sunil about it. I am across wanting to renew my Norton's and this problem is affecting that too. :-(

Kudos0

Re: Norton Identity Safe not working

Hello

Perhaps this issue has something to do with all the work that is being done to the Norton Extension for Firefox. Some good questions were asked if the current IE 11 and Chrome will work with this new Extension. The answers to those questions is being looked into now. They probably have been working on  connections is my guess. It is only a guess.

Hello Panzer

Please remember that your Norton product is also a security program. Has it been protecting you ok? Have you had any malware issues that haven't been solved? Sunil has been busy collecting information which means that Symantec is working on the issue. It's not being ignored.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Norton Identity Safe not working

Hi

I have ran the reporting tool ... what do I do now ?

Thanks

Kudos0

Re: Norton Identity Safe not working

Bubbleheed

Are you referring to the log gathering tool Sunil referred to in the PM sent to you? If so, did you upload the logs as described in the instructions? That is all you can do for now.

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

Re: Norton Identity Safe not working

No because the upload instructions give the location of the files to upload but on my pc they are not there .

Also my pc wont reboot when the tool goes to reboot.

It shuts down then hangs on restart ..... but only when the Norton tool is used ?

Kudos0

Re: Norton Identity Safe not working

Are you running the tool using a Windows Admin account? I found that made a difference when I needed to use this process.

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

Re: Norton Identity Safe not working

Yes its an admin account. When ever the norton tool restarts the computer it just hangs on restart and i have to force it off by holding the power button .
Kudos0

Re: Norton Identity Safe not working

How long is it hung when you power off? It does take a little while where it is gathering information and sometimes with a black screen while this is happening.

Also, what is your OS? If Win 10, be sure the Fast Startup feature is disabled so that it is ensured you have a proper system restart for the tool to do its thing.

If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

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

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