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Kudos0

Norton IDSafe Unexpectedly Quit

Norton IDSafe 3.3.24

iPhone 5, iOS 7.1.2 and 8.1

I tap the Norton IDSafe icon, the agreement appears, and very shortly thereafter (<10 seconds), the app quits. I tap the Norton IDSafe icon again, the agreement appears, and the Norton IDSafe Unexpectedly Quit message appears, selecting either choice or making no selection and the app quits. I deleted the app and reinstalled. I powered off the iPhone. I reset the iPhone. I removed the app from the background. I installed iOS 8.1. Each time I tap the Norton IDSafe icon, the app quits within 10 seconds.

What do I do to get the Norton IDSafe app to work for me?

Replies

Kudos0

Re: Norton IDSafe Unexpectedly Quit

Another user contacted Support about ID Safe and IOS 8 and was told there is no support for IOS 8 yet. https://community.norton.com/comment/5921371#comment-5921371

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

Re: Norton IDSafe Unexpectedly Quit

Thanks for your feedback. Norton IDSafe 3.3.24 quits for me each time I launch it with iOS 7 as well. I posted a comment at the thread you provided.
Kudos0

Re: Norton IDSafe Unexpectedly Quit

Try clearing the app cache, restarting the phone again and testing.

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

Re: Norton IDSafe Unexpectedly Quit

Thanks for the idea. I did as you suggested and I get the same results: Norton IDSafe quits every time I launch the app within 10 seconds.
Kudos0

Re: Norton IDSafe Unexpectedly Quit

I installed IDSafe on another iPhone 5 with iOS 8.1 and the app works fine on that phone. Each phone has different apps and data. What kind of things do I look for that may be causing IDSafe to quit on my phone?
Kudos0

Re: Norton IDSafe Unexpectedly Quit

How many apps do you have on the troubled phone?

Are there any that are always running in the background?

See if you can remove any apps you are no longer using?

From your first post, you say you removed the app from the background. Did you actually remove the app from your phone and reinstall it after upgrading to IOS 8.1? If not, I would suggest you try that.  Uninstall the app. Clear the app cache. Restart the phone. Reinstall Identity Safe.

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

Re: Norton IDSafe Unexpectedly Quit

Thanks for your diligence to solve this issue.

The troubled phone had 120 apps; the other phone has 70. I reduced the number of apps to 93. Both have zero songs. The troubled phone has 15 videos and 997 photos; the other phone has 35 videos and 3056 photos.

Total capacity is 12.7 GB. The troubled phone has 4.4 GB of available memory; the other phone has 2.4 GB.

There are a few apps running in the background.

I have deleted IDSafe from the troubled phone several times, both with 7.1.2 installed and 8.1 installed.

Here's the latest experiment with iOS 8.1 and the troubled iPhone 5 (model MD654LL/A):

  1. Set Settings> General> Background App Refresh> Background App Refresh to off.
  2. I deleted IDSafe.
  3. I removed all apps from the background (double tap the home button).
  4. I reset the phone (simultaneously hold on/off and home buttons till iPhone shuts off).
  5. Restart the phone (hold the on/off button till iPhone starts).
  6. Installed Norton IDSafe 3.3.24.
  7. Closed App Store.
  8. Launched IDSafe and the Symantec Software License page displayed with the Accept button near the bottom of the page.
  9. IDSafe quit after about 8 seconds
Kudos0

Re: Norton IDSafe Unexpectedly Quit

Well I am out of ideas. It works well on my iPad 3.

I'll see if I can get my contact to check this thread.

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

Re: Norton IDSafe Unexpectedly Quit

Hi,

I will forward on to QA to look at the thread.

iOS will just quit apps if there is not enough available memory.

I can't even upgrade to iOS 8 on my iPad because of not enough memory and I have about a third of the apps mentioned here.   Just a thought..

RDLeo

Symantec

Kudos0

Re: Norton IDSafe Unexpectedly Quit

As an aside, I installed iOS 8 on my iPhone (16 GB) via iTunes, which is installed on my Windows machine. iTunes resolves all of the integrity checking built into the iOS 8 download. iTunes then installs the much smaller results on the iPhone.

Thanks for helping resolve my IDSafe issue. I have sent many anonymous unexpectedly quit reports.

Kudos0

Re: Norton IDSafe Unexpectedly Quit

Hi, Do you have any other Norton Apps installed in the phone? Can you please specify?

Thanks,

Srevenky, Symantec.

Kudos0

Re: Norton IDSafe Unexpectedly Quit

At one time, Norton Mobile Security – Lost Phone Finder by Symantec, months ago and no longer. I have VIP Access for iPhone by Symantec installed and it works great.
Kudos2 Stats

Re: Norton IDSafe Unexpectedly Quit

Thanks for the response. We have a known issue when NMS and IDSafe are installed in same device. This issue happens irrespective of whether the app is installed currently or not. We are working on it and the next app refresh should resolve this issue.
 

Kudos0

Re: Norton IDSafe Unexpectedly Quit

I am not having a problem with my phone . I'm having the problem with my iPad Air 2 which is running iOS 8.2. I installed, for the first time, Norton Mobile and IDSafe. I'D Safe loaded fine but crashes every time I open it and attempt to Sign In. Next time I open it ID Safe asks if I want to send a report. I always reply yes. I uninstalled it, cleared cache, and re-installed it but it still crashes. Any suggestions? Thanks for responding to the thread. Kat
Kudos0

Re: Norton IDSafe Unexpectedly Quit

I'm guessing, but srevenky's post of 31-Oct-2014 | 1:16AM says "installed in same device" so, I assume srevenky's comment applies to iPad as well.
Kudos0

Re: Norton IDSafe Unexpectedly Quit

Art

Yes the reply refers to having both apps on one device, ie iPad.

I have NMS and ID Safe and Norton VIP on my iPad 3 and do not see your issues. My iPad still has IOS 7.x.x. Can you try reinstalling NMS? You should be able to install a trial version from the Apple app store to see if it helps.

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

Re: Norton IDSafe Unexpectedly Quit

peterweb,

Reinstalled NMS and IDSafe still unexpectedly quits both before launching NMS and after. NMS seems to execute okay.

Art

Kudos0

Re: Norton IDSafe Unexpectedly Quit

Art

Unfortunately, I guess we will have to wait for the fix as mentioned above.

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

Re: Norton IDSafe Unexpectedly Quit

I have ID-Safe running perfectly on an iPad Air. I have an iPhone 4 and get the crash mentioned above. I do not have any other Norton product installed. I have 642 MB memory available. There are mentions of memory issues earlier in the thread but no place do I see how much is required for the app to run properly. I see this as a big failure for Symantec to not have resolved this by now. It has been months since the IOS updates and there is still no resolution for this issue. This is a significant issue for me since I have committed to this Norton product.

Kudos0

Re: Norton IDSafe Unexpectedly Quit

Themurf47

What are the IOS versions for each of your devices?

I have asked for any information on the progress of a fix for this problem. Hopefully after the holidays, we can get some news on this.

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

Re: Norton IDSafe Unexpectedly Quit

My iPad just updated the IOS verson of Norton Identity Safe to version  3.3.24. The change notes show IOS 8 compatibility and other bug fixes.

Update your app from the App Store and see if things work correctly now.

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

Re: Norton IDSafe Unexpectedly Quit

Peterweb, I notice that in this thread (and a number of others) you have mentioned a "new" version of ID Safe - 3.3.24, which shows IOS 8 compatibility in the change notes.  In most of those threads the OP was already using 3.3.24 which was released in September or October last year, and when I look at the change notes in the App store I don't see any reference to IOS 8.  Any chance that the ID Safe version you are now using is some kind of a beta version that has not yet been released generally to the public?

Kudos0

Re: Norton IDSafe Unexpectedly Quit

Sorry for misleading everyone. I guess I was overexcited when I saw a Norton product updated in my App store. I must have seen the Norton Mobile  Security app and misread the description.

I guess we are still waiting for the Identity Safe update. Although, one of the problems when IOS 8 came was a problem when users had both ID  Safe and NMS installed. I guess the NMS update on its own is not enough to fix things.

FYI  I do not have any access to any test versions.

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

Re: Norton IDSafe Unexpectedly Quit

A new version of IDSafe is on its way. We believe we have addressed most of the issues in that. Thanks Srevenky

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