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Kudos0

NWP doesn't accept my password (Win10, Spring 18)

Hi, an hour ago I bought NWP as an add-on to Norton Internet Security. The sale went through without a hitch, I received a message "Your subscription has been activated and will end on..." 55 minutes ago. Yet when I enter the same password I use for my Norton account (and for this forum) into the box that NWP opens, all that happens is that the box with the log-in request disappears for a few seconds, then reappears. Help appreciated.

Replies

Kudos0

Re: NWP doesn't accept my password (Win10, Spring 18)

Have you restarted your computer after installing NWP? Not shutdown and startup again.

Did you accept the prompt to install the TAP driver? That is a virtual network device required to run NWP. 

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

Re: NWP doesn't accept my password (Win10, Spring 18)

Hi, I seem to be too dumb for Norton's VPN. Over the years, on various devices, I tried out a number of VPN solutions (beginning with the infamous HotSpotShield), and installation/operation was always quite straightforward. Here, however, I don't even understand your questions: ---What does "restart" (as opposed to "shutdown and startup again") imply? Do you mean the penultimate item on the shutdown menu, which, translated from the German, would be "Start anew"? I used both options in the past hours at various times (I'm currently installing a lot of programs on a new Win10 PC). ---What "prompt to install the TAP driver" do you mean? Where/when is that supposed to appear? I'd be grateful if you could elucidate.
Kudos0

Re: NWP doesn't accept my password (Win10, Spring 18)

What does "restart" (as opposed to "shutdown and startup again") imply? Do you mean the penultimate item on the shutdown menu, which, translated from the German, would be "Start anew"?

Yes I was referring to a Windows system restart. If you have Windows 10 Fast Startup feature enabled and you use the Windows Shutdown command from the Start Menu, the system does not really do a full shutdown, which can affect a software like Norton by not allowing any pending updates to fully update running Windows system files. If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

What "prompt to install the TAP driver" do you mean? Where/when is that supposed to appear? 

This may have changed since I installed NWP. When I installed NWP, there was a prompt during the install process to install a TAP adapter. This may have been changed so you do not see that prompt any more. It did worry some users.

If your issue is not just a temporary issue with your connection to Norton's server, I would suggest reinstalling NWP and trying again. First uninstall NWP and then restart your computer. Then log into your Norton Account at   https://my.norton.com  and download and install a fresh copy of NWP. Then restart your computer again and try to log into your account in NWP.

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

Re: NWP doesn't accept my password (Win10, Spring 18)

Thanks; I followed your recommendation - no luck, unfortunately. Fast boot is disabled on my PC. I hope the source of the problem is not the fact that I have several VPN programs on my device. At present one VPN program is enough for me (I need more than one only in hotels in Great Britain that use Virgin Media as provider for their paid-for WiFi, and I won't go there again for another three months). I'll ignore NWP for the time being and will contact their support some time in the coming weeks. #### Additional question: how do you manage to post formatted text? The forum software always removes any formatting I do and puts everything into one lump of text.
Kudos0

Re: NWP doesn't accept my password (Win10, Spring 18)

 I'll ignore NWP for the time being and will contact their support some time in the coming weeks.

When you are ready, you can contact Norton Support at   www.norton.com/contactcs    If you do, please post back and let us know how it goes. 

Additional question: how do you manage to post formatted text? The forum software always removes any formatting I do and puts everything into one lump of text.

What browser are you using? Any browser extensions?

I use Chrome and all I do  is hit enter to create a new paragraph, and when I save the post it just works.

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

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