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Kudos1 Stats

Password Manager server issue

Posted: 08-Nov-2018 | 7:02PM · 68 Replies ·

When having issues with my Norton Password Manager always wanting my password and wouldn't let me set a new PIN to be able to go back to using TouchID to access my vault, I was advised to uninstall the Password Manager app, restart my phone then reinstall the app. Since doing that, I cant even get past the "Agree & Launch" page to enter my password or anything! I have set up Password manager on my iPad Mini and that works fine but on my phone it keeps saying "Error while communicating with server" and gives me the option to Retry or cancel. Neither option does anything I can use the app on my iPad Mini fine but it means carrying that around with me all the time! My phone was much more convenient. My case has been escalated to the 3rd level but then I was told that they don't support free apps! Please help as I have so many passwords stored there, I don't want to have to change password keepers!

Labels: Norton Password Manager

Replies

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 9:44AM · Edited: 09-Nov-2018 | 9:45AM · Permalink

I have the same issue. Norton may not support "free apps," but I have paid for it with Norton Security and simply want to install it on my iPhone also. 

I have loaded it from the App store, and when I try to launch it, I get the same message: "Error while communicating with server" 

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 1:38PM · Permalink

Norton may not support "free apps," but I have paid for it with Norton Security and simply want to install it on my iPhone also. 

Just to clarify. Norton Security is a paid product, but anyone can install Norton Password Manager at no cost, even if they do not have any other Norton products.

A question for both.  What device are you having this difficulty on, and what iOS version is on that device.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 2:15PM · Permalink

I have downloaded Password Manager for the App Store.  I have an iPhone SE.

I have iOS version 11.0.1.

Would appreciate any suggestions.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 3:18PM · Permalink

When I first started having issues with the PIN/TouchID, I was using iOS 11 on an iPhone 7Plus. When I deleted the reinstalled the app and it didn’t work, I tried updating to iOS12.1. My new iPad mini is running 11.4.1 and the password Manager works fine on that. I can’t remember which version of iOS 11 my phone was running before I updated. When I first started using Password Manager I think I did have Norton 365 but no longer use that for my Laptop etc. I also had Norton Secure VPN on my phone but deleted that in an effort to see if that helped. That is still on my iPad.
Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 3:27PM · Permalink

I also have Norton Secure VPN on my iPhone but have not update to iOS12.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 3:37PM · Permalink

I am using NPM on iPhone 6S with iOS 12.1 and NPM ver 6.0.286. All was working fine. I just uninstalled NPM, restarted my phone and reinstalled NPM. I had no issue setting up the app with a PIN and fingerprint access.

Maybe try one more uninstall/restart phone and reinstall.  Let me know how it goes.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 3:44PM · Permalink

I deleted NPM from my iPhone, turned the phone completely off, restarted it, reinstalled NPM.  Nothing changed.  After touching "Agree & Launch," I received the same error message: "Error while communicating with server."  I also tried with only WiFi, only cell data, and with both.  I did not delete NS VPN. 

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 4:29PM · Permalink

Is your VPN active while trying to set up NPM? If so, try disabling the VPN, then try setting up NPM again.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 4:37PM · Permalink

Yes, it has been. Hmm I've tried to disable it in Settings, but it turns itself on again  That's odd!

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 5:39PM · Permalink

Disabled the VPN.  Same result, NPM wouldn't start.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 6:56PM · Permalink

Do you have any other Norton apps on the device? 

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 7:07PM · Permalink

I did the same. Actually deleted the VPN app but still no luck. I only have NPM and Secure VPN on my phone. No other security apps but I re -downloaded the Keeper app that I used before NPM. Have forgotten that password though so can’t get into it!
Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 7:18PM · Permalink

What part of the world are you located in. Maybe some localized server issues. 

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 7:36PM · Permalink

I’m in Australia
Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 7:40PM · Permalink

Also, now my iPad version is always asking for my password and wouldn’t let me set a PIN. I’m too scared to delete it on my iPad in case I have the same issue logging back in! I haven’t been able to work out how to export/backup all my passwords etc. I’m not tech savvy enough to access my vault on my laptop which is my only other device left.
Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 7:52PM · Permalink

The vault data is stored online, so deleting the app will not lose any login data.

If you have Norton Security on your laptop, you already have a way to backup your vault.  Let me know about this.

Kudos0

Re: Password Manager server issue

Posted: 09-Nov-2018 | 10:42PM · Permalink

I know all the data is online but if I can’t access it through either my phone or iPad then I won’t be able to access it. I don’t have Norton Security on my laptop only Eset Security that my IT person installed when I got my laptop recently. I think I’ve recently set up the NPM extension on my Edge browser but haven’t worked out how to use it to access my passwords yet!
Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 5:59AM · Permalink

Also, now my iPad version is always asking for my password and wouldn’t let me set a PIN.

Are you able to log in with your password to access your vault?

Are you using a cell data connection or wifi connection for your internet? Is it working correctly?

Do you have any other proxy settings set up? If so, try disabling the proxy.

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 9:36AM · Permalink

Yes, I have Norton Mobile on the iPhone also.  (as an aside, I was disappointed that it didn't include much at all). 

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 9:37AM · Permalink

I'm in New Mexico, USA.

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 9:41AM · Permalink

Yes, I can access my vault.

I use mostly WiFi on my desktop and iPhone, but cell data appears to work ok on my iPhone. 

If there are proxy settings, I am unaware of them.  Could you give an example or where on my iPhone I could look to check?

Thanks.

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 1:49PM · Permalink

Yes I can access my vault using password on my ipad and worked out how to acces on my laptop. Like jackbro, I’ve tried all ways of accessing data and nothing makes a difference. I also don’t know anything about proxies!
Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 7:56PM · Permalink

If you know nothing about proxies, you probably have none set up. So I would not worry about that.

So to confirm. You can both access your vault from your iOS devices if you use the Password method to log in. But you are still unable to set up PIN or Fingerprint? If you could try again to set that up.

If you were having trouble getting into your vault because of a server problem that now would seem to be fixed, as you can now get in with your password, maybe the process will work as it is supposed to again.

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 8:07PM · Permalink

I can access my vault using my password on my iPad mini but despite deleting, restarting and then reinstalling NPM on my iPhone and restarting again, I still can’t get past the agree & launch page on my iPhone.
Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 8:34PM · Permalink

It's time for bed here. I'll take another look and do some more testing in the morning. I'll let you know what I find.

Kudos0

Re: Password Manager server issue

Posted: 10-Nov-2018 | 8:36PM · Permalink

Thanks peterweb
Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 11:13AM · Permalink

 I just looked into something else to try. I noticed when I reinstalled my NPM, some settings and data must have been retained. If you go into iOS Settings - General and scroll down to iPhone Storage, scroll down to the NPM app. Tap on that and then tap on Delete App. As noted, that will remove the app and all related data. That would get you a completely fresh reinstall to try again. Restart your phone and try the reinstall again.

If this does not help, I think we are up against some kind of temporary server issue. A user of Norton Secure VPN is having a similar issue trying to activate that product.

Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 11:39AM · Permalink 

I believe that this is what I did when I deleted the app.  I'll try again though and see what happens.  
Thanks much Peter.  Really appreciate your help.
Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 11:41AM · Permalink

Darn, same result.  didn't appear to help.

Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 2:22PM · Permalink

Thanks Peter but like Jack, that didn’t make any difference for me. Still get the same error message
Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 3:19PM · Permalink

Well I'm out of ideas. I'll escalate this thread to my Norton contacts. It sounds like some localized server problems. Although odd that it would affect a USA location and an Australian location. I'll let you know if I hear anything.

Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 3:27PM · Permalink

Thanks much, Peter.  Sure would like to use this app.

Jack

Kudos0

Re: Password Manager server issue

Posted: 11-Nov-2018 | 7:07PM · Permalink

Thanks from me too Peter. Ironically I just replied to this before and got an error message! Hopefully it will work this time!
Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 11:58AM · Permalink

Jayne,

Did whatever you did work?

Jack

Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 12:33PM · Permalink

Hi Jack, My reply to Peter’s comment worked in that it posted to the forum on the 2nd attempt but I’m still unable to access NPM on my phone. I just thought it was a bit ironic that it flashed up a server error message the first time I tried to reply to Peter! Hopefully they can find a solution soon.
Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 1:41PM · Permalink

Yes, very frustrating.  There is a problem somewhere, and it's likely to be affecting Norton paid apps as well as the NPM. 

Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 2:12PM · Permalink

I don’t have any other Norton Apps so don’t know if it’s a problem for others but hopefully they can find a fix.
Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 2:37PM · Permalink

I have Norton Security and Norton VPN on my iPhone. The former, as it turns out, doesn't do much; the VPN appears to work most of the time; I have had problems shutting it off without signing off completely.  I remember when I installed it originally, it didn't work as I expected it to, in fact, in didn't work at all; I remember having to wrestle with it to get it working, had some help from the Forum, as I recall. 

Kudos0

Re: Password Manager server issue

Posted: 12-Nov-2018 | 2:38PM · Permalink

I hope "they" are working on a fix or an explanation of what we are doing wrong.  Peter is a treasure.

Kudos0

Re: Password Manager server issue

Posted: 13-Nov-2018 | 8:23AM · Permalink

Great surprise this morning.  I tried to open NPM, and IT OPENED!  I was able to sign on and access my address book.  Something happened overnight.  Thank you Peter!  Would be interesting to know what the problem was.

Cheers,

Jack

Kudos0

Re: Password Manager server issue

Posted: 13-Nov-2018 | 9:41AM · Permalink

Good news. Thanks for posting back.

I have not heard anything about what might have happened. My suspicion is that there was some issue with the Norton Subscription servers for mobile products. Other users were having trouble activating other Norton products.

Let's hope all is fixed now.

Kudos0

Re: Password Manager server issue

Posted: 13-Nov-2018 | 6:26PM · Permalink

Unfortunately, I still can’t get into my NPM. I tried deleting the app, restarting my phone and then reinstalling it but still get the same error message! I have also deleted the VPN app(a few days ago) so that wouldn’t be what was causing it.
Kudos0

Re: Password Manager server issue

Posted: 13-Nov-2018 | 8:06PM · Permalink

Unfortunately I’m still not able to log in to NPM despite uninstalling, restarting my phone and reinstalling the app. I still have the same error message! I uninstalled the VPN app a few days ago so that would t be the issue.
Kudos0

Re: Password Manager server issue

Posted: 14-Nov-2018 | 9:59AM · Permalink

Wish that I had an idea to suggest.  I have an issue with signing on to NPM, but it may be due to something I did when I first signed on.  I did set a PIN, but to reach NPM itself I am required to sign on to Norton Security, and after a few screens, one of which flashes, I was shown the screen where I entered the PIN.  This seems unduly complicated, and I don't know if this is the expected procedure.  Would be preferable to simply enter the PIN.

Kudos0

Re: Password Manager server issue

Posted: 14-Nov-2018 | 10:26AM · Permalink

The sign-in changed overnight.  Now, though I still had to sign onto my Norton account, I was then transferred to the screen where I entered my PIN. Could it be that work is being done on the app, or am I imagining things?

Kudos0

Re: Password Manager server issue

Posted: 15-Nov-2018 | 3:35AM · Permalink

Hi @Jayne Monkman,

Sorry for the inconvenience caused. Can you please try again and let us know the current login status with Norton Password Manager on your phone? 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Password Manager server issue

Posted: 15-Nov-2018 | 5:13AM · Permalink

Hi Support, I’m still unable to log in on my iPhone despite deleting the app, restarting my phone and downloading the app from the cloud again. I can access thru my iPad but have to key in the password all the time. It won’t let me set a PIN. I can acces my vault on my laptop with the password. I have version 6.0.286 of NPM. Isthat the latest version? Sorry to be a pain!
Kudos0

Re: Password Manager server issue

Posted: 16-Nov-2018 | 10:58PM · Permalink

Hi Support, I’m still unable to get past the “agree and launch” Any news of possible solutions? Regards Jayne
Kudos0

Re: Password Manager server issue

Posted: 19-Nov-2018 | 3:33AM · Permalink

Hi @Jayne Monkman,

I have sent you a private message requesting more details for further investigation.

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Password Manager server issue

Posted: 26-Nov-2018 | 9:19AM · Permalink

I am also having this I use on my iPad. My other devices work fine except this one.

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