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Kudos3 Stats

Norton Steals My Identity Safe Data

ATTENTION!!!  ALERT FOR WINDOWS 10 UPGRADE USERS!!!

I just upgraded from Windows 7 to Windows 10 and with the help of Norton Support I was able to clean up some of the problems created for my previously installed Norton Internet Security. The tech support rep assured me numerous times (after I expressed numerous concerns) that installing the latest version of Norton Internet Security would not require me to move my Identity Safe Vault data to the Norton cloud; that it would definitely remain local on my computer, as it previously had been. (I'm intensely adamant about not putting my Vault usernames and passwords -- the most secret and sensitive information on my computer -- on the cloud that could be potentially hacked.I don't care what anyone says, anybody, including Symantec's network servers, is exposed to being hacked!) After the Windows 10 upgrade and Norton Tech Support' installing the latest version of Norton Internet Security, I went to use Identity Safe and found that I could not open the Vault with my old password, because it didn't meet the new password criteria. There was no way I could open the Vault now without being forced to delete the old one and create a new one and importing my previous password data. When I did that, and without any warning from Symantec, it took all of my usernames and passwords to the Norton cloud and I was later told there was no way to reverse the action; only if I'd been able to open up the Vault with my old password would the Local Vault data storage option have been preserved.

Symantec has underhandedly taken all of my Local usernames and passwords and put them on their cloud computer without my permission, and now my Vault data is exposed to potential future hacking and I'm exposed to potential financial damage and identity theft. And I was told, even if I was to delete all of my Vault data from the cloud, there was no way they could assure me my data would be permanently removed from their server to prevent against any future hacker getting my data! As well, when one realizes it isn't clear who technically owns the data on someone's cloud computer, how is that suppose to give anybody security and comfort knowing your most secret and sensitive personal information is no longer under your complete control?

Symantec needs to first notify any Norton Vault users that they MUST change their Vault password to comply with Norton's new requirements before they upgrade to Windows 10 or they will lose the Local storage of all of their Vault usernames and passwords from their own computer. Secondly, Symantec needs to provide the ability to reverse the unauthorized taking of Vault usernames and passwords to the cloud and return Local Vault storage to the Norton User's computer with the assurance that any Vault data moved and deleted from their server is permanently erased and unavailable to anyone in the future. And, lastly, Symantec needs to put its customers first by preserving the Local Vault data storage option in all of its Norton products instead of forcing old and new Vaults to the cloud for their own selfish business purposes.

Replies

Kudos0

Re: Norton Steals My Identity Safe Data

Please review related Topic ~ Benjamin Greco Jr. and yank have offered a solution. > https://community.norton.com/en/forums/identity-safe-database-lost-during-windows-10-upgrade

Kudos0

Re: Norton Steals My Identity Safe Data

My issue isn't with loosing my Identity Safe Data; it's about Symantec moving my Identity Safe Data to their cloud server without my knowledge and without my permission!

Kudos0

Re: Norton Steals My Identity Safe Data

I hear you....
Okay....so, if there's a way to regain Local....
You're still upset that Remote Session acted wo your approval.
Please read Remote Session Terms and Conditions .

Kudos1 Stats

Re: Norton Steals My Identity Safe Data

N0rt0n User:

..I don't care what anyone says, anybody, including Symantec's network servers, is exposed to being hacked!

...Symantec has underhandedly taken all of my Local usernames and passwords and put them on their cloud computer without my permission, and now my Vault data is exposed to potential future hacking and I'm exposed to potential financial damage and identity theft...

I recommend you check out this blog article from 3 years ago on the subject:
https://community.norton.com/en/blogs/norton-protection-blog/norton-dept...

An excerpt:
You may be wondering, “How about the security of my info?” Security is our primary concern and we take it very seriously. Your entire vault is encrypted using 256bit AES encryption and with a password that you create. We require that you create a “very strong” password to keep your vault as safe as possible. All vault data transfers are encrypted during transit to ensure no one can access your data using “man-in-the-middle” attacks.

Hopefully this eases your mind that nothing underhanded has happened, being that we posted this 3 years ago. I think that's certainly enough notice. Also when it comes to hacking network servers, there needs to be incentive. If the data is encrypted on our servers, and the transfers are encrypted during transit, there's no incentive. Nothing is gained from it.

I hope that clarifies things, and I hope you will open your mind to the possibilities of the Online Vault. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: Norton Steals My Identity Safe Data

Hi NOrtOnuser,

From the main page of your NIS, select Help > Product Manual > go to page 202 and start reading about all the info you are saying is not provided by Norton.

From past experience some of what you are telling us is exactly the procedure to sync your Local Vault with an online vault.  The sync is the same as merging it and if you are not careful and fully read all the info you will in fact create a new Online vault with a stronger password and dump your Local Vault.

Now with that said, I hope you can get over your rant and we'll be more than glad to assist you in trying to get your Local Vault back.

Kudos0

Re: Norton Steals My Identity Safe Data

Again, you're off base. What happened to me didn't happen during the remote session. It was after the remote session (the session I was absolutely and repeatedly assured my Vault data would remain Local on my own computer) that I later tried using Identity Safe and found out that my Local Identity Safe data was no longer accessible using my old Vault password. And when I was forced to remove the old Vault and open up a new one, there was no notice, no indication, no warning that my Local Vault data storage option was no longer available and that when I imported all of my previous usernames and passwords into the new Vault they would be placed on Norton's cloud server. That's what causes me great upset and concern!!! I was repeatedly lied to by Norton's Technical Support rep.

Kudos1 Stats

Re: Norton Steals My Identity Safe Data

Hello Tom Weiss - Admin

Yes, what Symantec did was in fact underhanded! I was repeatedly lied to by your Tech Support (or, worse, she was totally uninformed) telling me that my Identity Safe data would in no way be put on the Norton cloud, which I absolutely and positively didn't want to do! Then to not give any notice, caution or warning of any kind when I was forced to create a new Vault that my imported Identity Safe data would be sent to the Norton cloud was deceitful, at the very least, on Symantec's behalf.

And I don't care what you say about Symantec's server encrypting Identity Safe data. This all sounds great and wonderful for marketing your products until you get hacked and all you have is excuses..."gee whiz we're sorry"..."we thought everything was safe"...and then Symantec's legal department gets into the act saying there's no accountability and responsibility on Symantec's part..."we're not liable - read our terms of service." Then what do all your false assurances really do? Nothing! Absolutely Nothing!!! The Norton User gets screwed!!!

Right now, there's a real, intense cyber-war going on with other Nations and independents doing all they can to steal individuals' important identity and financial data. You can promise the moon, but, in fact, there is no way you can guarantee that you won't be hacked no matter the encryption, no matter the precautions Symantec has taken, and that some or all of Norton Users' Identity Safe Data won't be taken. With computer programs there's always a vulnerability and its only a matter of time until your server gets hacked, whether you think so or not. And I don't want my Identity Safe data on your server!!!

Why don't you see if you can get Symantec's legal department to issue a guarantee to all Norton Users that Symantec Corporation will be 100% responsible in any and every way to make anyone whole financially or whatever if there's ever a security breach and data is stolen? You think that would happen? NEVER!!!

I have opened my mind to the possibilities of the Online Vault, and none of your false assurances offer any value. There is value in hacking your encrypted servers...huge value, so no matter how you try to justify stealing my Identity Safe data by saying we'll try to keep it safe with our encryption...that's like a thief justifying stealing your wallet by telling you it's OK, don't worry I'll keep it safe for you.

Kudos1 Stats

Re: Norton Steals My Identity Safe Data

Norton Fighter 25

The big issue isn't just getting my Local Vault back, it's the dishonesty of Symantec stealing my personal data no matter how you try to justify it. Having all of my usernames and passwords preserved on Norton's servers almost indefinitely is forcing me to have to change over a hundred user names and associated passwords. Whose going to give me back all of the hours of time and frustration to accomplish this when it should have never happened in the first place?

Kudos0

Re: Norton Steals My Identity Safe Data

A couple of things:

When you delete the contents of the vault, it does permanently remove the data.  Also, since the data is encrypted using your password as a key, and Symantec does not know or store your password, Symantec does not, and would not, have access to your stored information (and neither would anybody else).

While I would never say that a data breach is impossible, the chances of a hacker getting usable, unencrypted, data is certainly not likely - which is why many popular password managers are based in the cloud and yet have been endorsed by security experts for years.  Certainly it is your decision to store your passwords where you feel they are most secure, and if you have doubts about cloud storage, just delete the contents of your vault and move on to a different password manager that stores its contents locally.  I would not worry about your information remaining on the server after deletion - the deletion process utilizes the vault reset procedure for replacing a forgotten password which automatically deletes all of your stored information for security.

https://support.norton.com/sp/en/us/home/current/solutions/v82380415_End...

Kudos0

Re: Norton Steals My Identity Safe Data

That gives me a little solace, but without being able to use my password Vault I would feel cheated by not being to use all of the program I paid for.

Kudos0

Re: Norton Steals My Identity Safe Data

Earlier in this Thread you were offered an example of a user that retrieved Local from Windows.old  ....but,

The big issue isn't just getting my Local Vault back...
Kudos1 Stats

Re: Norton Steals My Identity Safe Data

The bottom line in all of this is the deceitful practices by Symantec. As a beta tester, I still remember how the majority of the testers were against moving the vault to the cloud. Yet, as with most software corporations, the suggestions and concerns of the beta testers were ignored and/or overridden by corporate greed and control to the point that Symantec decided that it was in "the best interests of the end users" to move their Identity Safe vault to the cloud. What they failed horribly on was the fact that this would be done automatically via an update whether you wanted it to or not. There was no option offered to not have this happen and no valid explanation given as to why this was in "the best interests of the end user". Shortly thereafter Identity Safe started having all kinds of issues from accessibility to completely deleted vaults. Again there was no explanation as to how or why this happened. There was also no support from the screen prompt readers that refer to themselves as technical support. Them calling themselves tech support is like a script kiddie calling themselves a hacker.

Kudos0

Re: Norton Steals My Identity Safe Data

If you have the Comcast Norton Security Suite (similar to Norton 360) the only choice you have is a local (on the computer) vault.  Apparently Comcast insisted on this. 

Kudos0

Re: Norton Steals My Identity Safe Data

The loss of the local vault to the cloud was due to the users action of deleting the vault to re create one. For many years now, creating a new vault will only create a cloud vault. It has nothing to do with the support agent claiming there would be no move to the cloud.

Had the user come here when they were having trouble signing in after the support contact, a solution may have been provided that could have avoided the move to the cloud.

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

Re: Norton Steals My Identity Safe Data

"I just upgraded from Windows 7 to Windows 10 ..."

I hate to say it, but that was your 1st mistake.  I'm with you on the "Cloud" concept.  It was a ill-conceived idea that was pushed by non-technical marketing/sales 'pukes'.  First thought of to reduce bandwidth on the internet when bandwidth was at a premium.  Then, when bandwidth opened up way ahead of cloud implementation, all the R&D resources appeared to be wasted.  So then they STILL adopted the cloud architecture to save face.  Now they use it as a marketing ploy to attract people 'not in the know'.

I too, have had absolutely HORRIBLE experience(s) with 'first tier' Norton Support.  I reluctantly let these 'kids' take remote control of my machine on 2 occasions.  They completely 'borked' my machine, then tried to charge me $180 ($90 each).  The operative word was "tried".  Ultimately I was given a free sub for the life of Norton 360.  Small much consolation for the days it took me to get my system back.  You can get better advise here at the forum ... that is, if you can get online.  I couldn't.  - Art

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos0

Re: Norton Steals My Identity Safe Data

Tony -

"I recommend you check out this blog article from 3 years ago on the subject: .."

I think that is a poor 'position' to take with a Customer.  Especially when he's right ... and you know he is.  - Art

[Have I gone too far?  I think not.]

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos0

Re: Norton Steals My Identity Safe Data

Yank -

"From the main page of your NIS, select Help > Product Manual > go to page 202 ..."

Dude, I love you man but are you crazy?!  The days of mandating the reading of software manuals should be long gone ... especially for consumer products.  This guy obviously has some background and any product for the general public, 'worth its salt', should not require that.  Most especially for a relatively 'low-end' mass-appeal, easy enough for everyone to use.  Hell, my automobile doesn't have a manual THAT big.  Think about it.  You guys are starting to sound like lawyers ... defend and deny.  I think you have just lost another repeat Customer.  Though, I'm still here to bitch and complain and to keep you guys 'honest'.  People will know that I'm dead/banned ... one of the two, until Norton has a product that we all can be proud of.

I know that 'the other guys job' always seems easier to us (the Customer) but that's the world of consumer products.  Symantec/Norton knows it (or at least did at one time) and realizes that customers will be lost, reputations will weaken.  I have no stock in Symantec, no 'ax to grind'.  I've been retired since 2001.  I don't work for/against anybody ... except for maybe M$.  It just bothers me to see a good company go 'down the crapper' like it is these days. I think that this Forum is one thing that is keeping Norton afloat ... one of the best 'unofficial' support communities that I've seen.  - Art 

[BTW, the speel-checker sucks.]  lol 

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos0

Re: Norton Steals My Identity Safe Data

Article_86: The days of mandating the reading of software manuals should be long gone ... especially for consumer products. 

A few days ago I started playing with Macrium Reflect. 
Macrium Reflect v6, 283 page Version 21 User Guide is an informative read / reference. 
Caveat:  I also read EULA's   so, I may not be qualified to deem mandatory reading for others.

Kudos0

Re: Norton Steals My Identity Safe Data

Hi Wiz -  [Are you the Wiz?  "I'm the Wiz!" - Jerry Seinfeld ]

I agree with you whole-heartedly ... with one exception:

"What they failed horribly on was the fact that this would be done automatically via an update whether you wanted it to or not."

Actually they did, but did not make it clear what "merge" meant.  They gave the option 'option' to merge, which seemed like a good idea, "more security" as they put it ... nor did they say that the Local Vault would be removed.  ['Messing around' with people's data is a BAD THING].   Hell, they did not even explain to the Customer what "the cloud" was.  I think that the average User would decline if they knew ... and that's why they were opaque.  My biggest gripe is that I lost my Local Vault ... oh, I know, it's safe in the cloud [right Norton?].  Well what do I do If I can't get back online?  I live way out in the country, I'm disabled, I'm home-bound, I have no friends, nobody likes me, I only have one computer?  What if?  Oh, I know, I should use Backup ... what a joke Backup is.  BTW Wiz, don't use Backup ... use Macrium Reflect (Free) [see my posts under "Backup" sub-forum from today/last night] and make images of your whole drive.  I'm not pleased with the 'backup' utility either ... absolutely 'pedestrian'.  I'm shocked ... really.  - Art

[Art has to go now, ... getting .... chest pains ... again ...

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos1 Stats

Re: Norton Steals My Identity Safe Data

Article_86,
I agree with you whole-heartedly ... with NO exception. 

Kudos0

Re: Norton Steals My Identity Safe Data

LMAO!  Dude, you slay me!

Oh, and yes.  You are NOT qualified.  - Art 

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos0

Re: Norton Steals My Identity Safe Data

bjm

A few days ago I started playing with Macrium Reflect. 
Macrium Reflect v6, 283 page Version 21 User Guide is an informative read / reference. 

I've been using the free version of Macrium Reflect for some time now and it has the best online User Guide I've ever encountered .... and I used to think the one for EasyBCD was. 

Hugh
Kudos1 Stats

Re: Norton Steals My Identity Safe Data

what a ridiculous issue this has all caused.  No terms of agreement gives any company the right to invade anyone's personal information without express permission. 

I would love to see this issue challenged in court.

What really steams me is that Norton is a Computer Protection Company.  They should be protecting us from things like this happening, not being part of the cause.

I have 1 computer that is isolated from and rarely online and the local vault was used there.  Lost that ability.

Like so many programs FORCING the Cloud on us without choice, the day of a computer without internet is coming to an end.

Windows 10 as far as I am concerned is tomorrow's virus. It is doing much of what a Virus does. Sadly other companies are just following suit. There is money in it.

The Cloud (basically a pretty term for personal PRIVATE data storage on company machines) is in my opinion based on power of companies to control/invade your computer.  None of the stuff they proclaim as being for US makes it worth the personal invasion it causes and they know it.  They just don't care....

Hence the rush to 'offer' Web Storage space for $$$$$ by Norton Backup, Microsoft, Google etc etc.

Norton has lost it's way, stopped listening to those paying for the protection and as such, should no longer be trusted with protecting us. They are now part of the problem...not the solution.

Quick....get everything personal off your computer. Windows 10 StormCloud. The O.S. *which may as well be a Virus* Norton is just another example of the Cloud Phenomenon so don't expect it to help. Norton Local Vault has been phased out, Norton Cloud Vault (Norton Cloud Server) phased in. No alternative. What the CLOUD Phenomenon really means: More information about you going OUT than information coming in. You can't even trust Norton anymore thanks to them pushing your PRIVATE information to CLOUD and taking away LOCAL vault choice.
Kudos1 Stats

Re: Norton Steals My Identity Safe Data

come on now. Norton Backup is not for your sake.  They wanna be a big bad web storage company. 

Protection and Privacy for their customers is no longer their main goal.

Quick....get everything personal off your computer. Windows 10 StormCloud. The O.S. *which may as well be a Virus* Norton is just another example of the Cloud Phenomenon so don't expect it to help. Norton Local Vault has been phased out, Norton Cloud Vault (Norton Cloud Server) phased in. No alternative. What the CLOUD Phenomenon really means: More information about you going OUT than information coming in. You can't even trust Norton anymore thanks to them pushing your PRIVATE information to CLOUD and taking away LOCAL vault choice.
Kudos1 Stats

Re: Norton Steals My Identity Safe Data

Shades of Edward Snowden, my mistrust of the government, after its secret strong-arming (and later collusion) with the telephone companies to provide all of our cell phone metadata, leads me to wonder if that same strong-arm/collusion tactic has already secretly been repeated with big computer and data security firms. What more efficient and effective way could there be for the government to spy on its citizens than to force and concentrate all of people's private data (Norton Identity Safe usernames and passwords included) onto big corporate "cloud" servers/computers, thereby giving the government instant access to immediately siphon off all of our private data onto their endless sea of servers in secret computer data centers like the one in Utah. Same concern with Windows 10-type OS giving Microsoft (and the government) greater ability to access and control your personal computer without your knowledge in order to copy and transfer all of your data onto the internet and into all of their sea of "cloud" servers. Think I'm crazy for thinking such a conspiracy exists? People thought the same thing before Eric Snowden exposed the NSA and their illegal spying actions!

Kudos1 Stats

Re: Norton Steals My Identity Safe Data

N0rt0n User:

Shades of Edward Snowden, my mistrust of the government, after its secret strong-arming (and later collusion) with the telephone companies to provide all of our cell phone metadata, leads me to wonder if that same strong-arm/collusion tactic has already secretly been repeated with big computer and data security firms....

I think the only way to reduce your exposure to privacy invasion is to close all of your accounts and stay offline completely.  If the government wanted access to your accounts, do you really think they would need to steal your passwords to gain entry?  If you are concerned about collusion, the companies actually holding your accounts are the ones you probably need to worry about.  Not to say you don't have legitimate concerns, only that avoiding use of an online password manager is probably not going to do much to reduce your risks.

Kudos1 Stats

Re: Norton Steals My Identity Safe Data

I was going to unsubscribe to this thread but I have to get 'on the soapbox' one last time because I have a GREAT case in point.  Yesterday afternoon I thought "I had better change my Norton Cloud "Identity Safe" password.  I ALWAYS feel uneasy when doing that (FOR GOOD REASON), and here's what happened:

In the change password process I got a message to include a symbol .  (This PW was retrieved from Norton's Password Generator 30 characters Default settings, which BTW doesn't include "symbols".) I copy-pasted.  Upon entering my new PW and re-entering it, I proceeded and a pop-up tells me that I need to use a symbol.  So, I went back to NPG and selected symbols to be included.  I entered the 2nd new PW and confirmed and selected 'go' or whatever and it came back with a confirmation.  I breathed a sigh of relief.  I then tried to login to Identity Safe and BOOM, "Incorrect Password"!  (see my chat post: Norton Identity Safe Server Down Hard).

Over an hour in Technical "Support" Chat and I escalate , and then 1 1/2 hours on HOLD on the phone and then I had to talk to these high-school drop-outs and escalate (same BS from the "Supervisor") who's English was barely understandable.  I'm no bigot, but it really was ... that's a different story.  Anyway, I KNEW already what they were going to say before I even contacted "Support", who are absolute 'buffoons'.  You know who I'm made at the most?  ME.  For relying upon a KLUGED product from the ground up! 

I FAILED to save the 1st attempt at the PW.  My original PW that worked was no good and the last PW was useless as well.  The 'average' person would not have known to Save the failed PW.  I did, but I 'left my guard down' for 1 moment, so I guess that makes me 'average' AND STUPID.  Stupid for relying and fighting Norton 360 for 6+ years.  That's why I'm here all the time ... trying to point out the OBVIOUS problems with Norton.  Trying to help others through my warnings and learning from the rest.  It is not the jobs of the Gurus to help Customers.  But they are the best that can be had for Norton.  THEY know the product better than the Company!  As for the 'product'?  In EVERY way, except for maybe the AV is a KLUGE.  It's obvious and you can see it.  NO attention to detail, parts made by 3rd parties, poor documentation.  For a purportedly "Top-Notch Company" they sure have people fooled.  They fooled me and got my $$$, so I guess that makes me a dupe too.  I was relying upon their old reputation when I got N360.  I should have looked at this Forum, first.  If I had seen then, what I see now, I wouldn't have purchased.  NO WAY.

Bottom line: Here I sit with 250 logins LOST.  NOT retrievable.  But I'll get by, I can recover ... re-create MANUALLY.  Or I can 'jump through some more hoops' with the help of the folks here.  BUT, I won't be able to remove all my most sensitive information from there beloved Cloud.  EVER.  THANK GOODNESS FOR THE FORUM PEOPLE.  Though I kind of feel sorry for them; hitching themselves to 'a losing horse' like they have.  They DO 'take a beating' and keep coming back.  I really don't know how/why they do.  You see, I don't have a REAL life ... that's why I'm always here, and trying to fix what NORTON has broken.

You know what Norton "Support" always says?  "Well that's as far as we can help you.  You may want to check in our "Support Forum."  If I weren't dying, I'd have to laugh.   - Art

Words of Wisdom: ["THE ROAD TO HELL IS PAVED WITH GOOD INTENTIONS"] - Grandparents [There has never been an original thought.] - Someone, I'm sure [I've spent my whole life 'polishing turds'] - Me
Kudos0

Re: Norton Steals My Identity Safe Data

Dang.  Glad I am not you.   lol

Makes you wonder how many horror stories are out there that we don't hear about.  Not everyone is on the forum(s) so I am sure there many more.

Pretty sad when even our "computer security protectors" are going Cloud based instead of protecting us from it.

Quick....get everything personal off your computer. Windows 10 StormCloud. The O.S. *which may as well be a Virus* Norton is just another example of the Cloud Phenomenon so don't expect it to help. Norton Local Vault has been phased out, Norton Cloud Vault (Norton Cloud Server) phased in. No alternative. What the CLOUD Phenomenon really means: More information about you going OUT than information coming in. You can't even trust Norton anymore thanks to them pushing your PRIVATE information to CLOUD and taking away LOCAL vault choice.
Kudos0

Re: Norton Steals My Identity Safe Data

Article_86:

...This PW was retrieved from Norton's Password Generator 30 characters Default settings...I entered the 2nd new PW and confirmed and selected 'go' or whatever and it came back with a confirmation....I then tried to login to Identity Safe and BOOM, "Incorrect Password"!

I apologize for the late reply on this one; I read it earlier today and something seemed odd about it. It wasn't until I read it a few times that I realized the problem: Identity Safe has a 20 character limit to the vault password. So when you pasted in the 30 characters, only the beginning 20 were used as the password. Give that a try.

Article_86:

Over an hour in Technical "Support" Chat and I escalate , and then 1 1/2 hours on HOLD on the phone and then I had to talk to these high-school drop-outs and escalate (same BS from the "Supervisor") who's English was barely understandable...Anyway, I KNEW already what they were going to say before I even contacted "Support", who are absolute 'buffoons'.  You know who I'm made at the most?  ME.  For relying upon a KLUGED product from the ground up! 

I'm sorry you had a bad experience with Customer Support. That's never fun when you can't get the help you need. I reviewed the chat sessions, and I don't see any mention of the 30 characters used. That doesn't necessarily mean that the minute you mentioned more than 20 they would have instantly known the cause. However, for technical issues, details matter. And if I was able to spot the trouble, it's likely a support agent would as well. That also isn't to put the onus on you for the customer support experience. Rather, I think the situation isn't nearly as black or white as one might be led to believe. It appears there are communication issues on all sides.

Article_86:

The 'average' person would not have known to Save the failed PW.  I did, but I 'left my guard down' for 1 moment, so I guess that makes me 'average' AND STUPID. 

Well, I don't think the average person makes a 30 character password. And jotting down a password, no matter how long, doesn't seem far-fetched to me, but especially a very long one that was generated at random. What was the plan there, to memorize it? I'm behind you on a bad customer support experience, and behind you on the lack of communication on the password length. But I can't see how forgetting your vault password is Norton's fault. Maybe I'm misunderstanding the situation.

But none of that helps you; you want your passwords back. I recommend trying the first 20 characters of your last successful password change.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

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