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Kudos1 Stats

Problems - again - logging into (on-line) Identity Safe.

Last October there were major problems with the Identity SafeVault: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/All-Users-Please-post-here-if-you-are-NOT-able-to-log-into-your/m-p/837364#M5303

A few weeks later, I had problems again: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/System-is-again-demanding-sign-on-to-Norton-Account-before/m-p/852432#M5989

And now it's happening again - when I click on 'Vault closed' it usually takes me to my on-line log-in window. But a few days ago, it started requiring me to log into my Norton account first on my desktop. After closing that window, it worked OK when I then clicked on 'Vault closed" but today first it required me to log on to my Norton account, then when I closed that and tried again it required me to sync my PCs (I have a laptop as well). I closed that window, clicked on "Vault Closed" and went throught the same rigmarole. I closed it and tried again and it worked this time - the third attempt.

Is it just me?

I have the latest version of NIS (v20.3.1.22) and have XP/IE8.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security

Replies

Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Last October there were major problems with the Identity SafeVault: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/All-Users-Please-post-here-if-you-are-NOT-able-to-log-into-your/m-p/837364#M5303

A few weeks later, I had problems again: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/System-is-again-demanding-sign-on-to-Norton-Account-before/m-p/852432#M5989

And now it's happening again - when I click on 'Vault closed' it usually takes me to my on-line log-in window. But a few days ago, it started requiring me to log into my Norton account first on my desktop. After closing that window, it worked OK when I then clicked on 'Vault closed" but today first it required me to log on to my Norton account, then when I closed that and tried again it required me to sync my PCs (I have a laptop as well). I closed that window, clicked on "Vault Closed" and went throught the same rigmarole. I closed it and tried again and it worked this time - the third attempt.

Is it just me?

I have the latest version of NIS (v20.3.1.22) and have XP/IE8.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Hi Taffy_078,

Are you by chance sigining out of your Norton Account at some point in time?  Currently, once you sign into your Norton Account, you should remain signed in (even thru a reboot) until such time as you log out of Norton Account. 

If you click on Vault Closed and the Online Vault Log in appears, it will state if you are or are not logged into your Norton Account.  If you are not signed in - it will givwe your the chance to sign in.  If you are already signed in, it wil not ask you for your Norton Account log-in, ut ratehr ask you right away fro your Online Vault log-in.  If you have carried a Local Vaul forward thre will also be ano opiton to log into the Local Vault - in this case logging in to the  Norton Account is not required.

Please let us know if this helps any - you may also want to try clicking on Support from the main page of NIS and seledcting Get Support and see if anything is fixed.

Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Good morning Yank.

In another thread months ago someone advised against using the local vault. I've never used it since, always using the online vault. Whilst my NIS is always running, I rarely sign into my Norton Account and I've never had this problem logging into the online vault.

There does seem to have been a change. When I clicked on 'Vault Closed' just now I had the same process (1) please login to Norton ACcount (2)  'X'd that (3) Clicked on Vault Closed' again and got the "Please sync" screen. (4) 'X'd that, clicked on 'Vault Closed' and got the Log-in online screen again = no problems then.

ANy further thoughts please?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos1 Stats

Re: Problems - again - logging into (on-line) Identity Safe.

H Taffy_078,

I read back thru your other posts and I do not see that you in fact have attempted using the Norton Remove and Reinstall Tool or attempted a clean install. 


Did you run the Get Support as I suggested in my last post (yea, I now it's sort of hidden under the image - sorry.

Please open your Vault and select Export in order to Export your ID Safe data - Export it in both .dat and .csv format.  Do this so you wil have  backup of your ID Safe data in case it shold come up missing during the following steps.  Any qustions re: Export/Import - ask prior to doing anything to nsure your ID Safe Data safety.

I would try the Get Support first,  then run  NRnRT www.norton.com/nrnr and if no help uninstall NIS via Control Panel, reboot, download and run the NRT www.norton.com/nrt, reboot, download NIS  http://norton.com/latestnismac Run Liveupdate (rebooting when requested) until LiveUpdate responds "no Updates found". 

Let us know how things go.

Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Hi Yank.

Over the past two years I've removed and reinstalled NIS three or four times so haven't bothered this time.

There's been another change - the sync stage has gone. Now, when I attempt to log in to my online safe I am prompted to log into my Norton Account. I 'X' that, try again and up comes my On-line logon window.

Perhaps it's my desktop - no-one else appears to have had my problem. I've just bought a new one and am stalling on several decisions: to use Microsoft's 365, to use Chrome and to move away from my email provider (BTYahoo - where there's a major row about YAhoo having been hacked and customers IDs & Passwords stolen - http://community.bt.com/t5/Other-BB-Queries/BT-email-accounts-hacked/td-p/796762).

I think I'll live with my onlife safe problem for now. Thank you for your help (as always!). Take care.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Oh dear! The problems got worse and I couldn't log on at all.

So I uninstalled & reinstalled - this went OK. I then opened my mail browser and found instead of Vault Closed an icon headed Access Vault. This treated me as a brand new customer until I input my email address, when it recognised me as an existing client. But it twice rejected my password so now I am locked out - presumably for an hour.

I tried on my laptop - this allowed me straight through to the logon screen but then said that the vault/safe is currenlt unavailable to me.

At time like these, I seriously consider having all my passwords in a hard copy form.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Hi Taffy_078,

"an Icon headed Access Vault"  does not ring a bell with this old man's mind! 

Perhpas a screenshot of what you got might help us figure it out.  In case you need info on screenshots - please check the lionk below:

http://community.norton.com/t5/Forum-Feedback/Forum-Tip-How-to-post-screenshots-in-the-forum/td-p/254415

Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Good morning Yank. I eventually got in by waiting two hours and going through the 'forgotten password' link on the Norton Account log-in screen. Having changed my password, when I clicked on the "Vault Closed" icon (on the Norton Toolbar), it showed the password Hint and I logged on. The strange thing is that the password hint referred to an old password that I changed in February! Still, it got me in and I'll change it again today. The "Access Vault" icon was on the Norton toolbar in the place where "Vault Open (Closed)" usually is. Having just uninstalled/reinstalled NIS, it was treating me as a new user. It was after I'd entered my email address that it recognised me as an existing customer at which point it kept rejecting my password (because somehow it had a previous password.) After I succeeded in getting in, the "Access Vault" icon was replaced by "Vault closed" so I don't have a screen print.** I've never seen the "I want to log in to my local vault" option on my log-in window. The strange thing about the problems was it kept asking me to log in to my Norton Account and after 'X'-ing it twice or three times it said I was already logged on and then brought up the online Vault log-in screen. **Thanks for the tip on posting screen shots - if I have this problem again, I'll know what to do! I'm now going to investigate the settings and see if I can get to my local vault. Thanks again.
Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Maybe I should have added that yesterday NIS popped up a message that I must uninstall Malwarebytes because it was conflicting with/interfering with NIS. I don't imagine that this was related to my log-on problem so I've started a new thread

PS My Identity safe just failed to populate the log-in for this forum - something else for me to check out. Aaarrrrrrrrrgggggggghhhh.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

PS I've not started a new thread about Malwarebytes. I've posted on this: http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2013-telling-me-to-uninstall-Malwarebytes-why/m-p/952777/highlight/false What with the persistent Identity Safe problems and now this attempt by Symantec to get users to remove MWB, I don't think I'll be renewing my NIS.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

UPDATE:

(1) I now realise that my log-on problems aren't connected to MWB.

(2) Nor is it my XP desktop - I've had exactly the same problems with my Win7 laptop on which I had to log-in to my Norton account before being able to log-in to my Identity Safe.

(3) And it's now happened again on my desktop and I'm shut out of my Identity Safe for an hour. I had no problems last night.

I've checked the history and found this:

Category: Intrusion Prevention
Date & Time,Risk,Activity,Status,Recommended Action,Category,Default Action,Action Taken
11/05/2013 00:40:21,Info,Intrusion Prevention Engine version: 5.1.1.7 Definitions Set version: 20130510.001,Detected,No Action Required,Intrusion Prevention,No Action Required,No Action Required
Intrusion Prevention Engine version: 5.1.1.7 Definitions Set version: 20130510.001

Is this relevant? Is there anywhere else I can check to see if some NIS update has caused my problems?

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

I've just found the below thread where others were having similar problems. It was a Norton problem and Tony Weiss and his team resolved it. Am I having the same (Norton) problem?

I should also add that I've looked at the History again and there have been multiple 'Unauthorised Access Blocked' such as the two shown below.

It's 08:51 GMT here. Last night I ran (yes, you've guessed it) Malwarebytes (Free) - overnight. Can these many 'unauthorised access' attempts be connected with MBAM? (not MBW as I said earlier.)

http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Identity-Safe-exceeded-the-number-of-allowable-attempts-to-sign/td-p/903047

Category: Norton Product Tamper Protection
Date & Time,Risk,Activity,Status,Recommended Action,Date,Actor,Actor PID,Target,Target PID,Action,Reaction
11/05/2013 01:52:13,Medium,Unauthorized access blocked (Access Process Data),Blocked,No Action Required,11/05/2013 01:52:13,C:\PROGRAM FILES\WINDOWS DEFENDER\MSMPENG.EXE,1144,C:\Program Files\Norton Internet Security\Engine\20.3.1.22\ccSvcHst.exe,388,Access Process Data,Unauthorized access blocked


Category: Norton Product Tamper Protection
Date & Time,Risk,Activity,Status,Recommended Action,Date,Actor,Actor PID,Target,Target PID,Action,Reaction
11/05/2013 02:12:13,Medium,Unauthorized access blocked (Open Process Token),Blocked,No Action Required,11/05/2013 02:12:13,C:\PROGRAM FILES\TRUSTEER\RAPPORT\BIN\RAPPORTMGMTSERVICE.EXE,1184,C:\Program Files\Norton Internet Security\Engine\20.3.1.22\ccSvcHst.exe,388,Open Process Token,Unauthorized access blocked

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

forgot to ask - can the "RESOLVED" tag be removed please?
Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: Problems - again - logging into (on-line) Identity Safe.

Hi Taffy_078,

I unmarked the solution as you requested.

In regards to what you have seen.  Tamper Protection is what Norton uses to protect itself from other products (including Windows) from making any changes ot the Norton program/function.  Itis what keeps Norton Secure from other programs making changes to it.

The first one is related to: Truster Rapport which is a lightweight security software solution that protects web communication between enterprises, such as banks, and their customers and employees. I amnot an expert in this area - but I am sure someone else can explain it better than I can and also how to work around it. 

The second one appears to be related to Windows Defender and the MSMPEng is used with Windows Defener as well as Microsoft Security Essentials.  Ithas something to do with the ability of Windwos Defender and MSE to scan for spyware.  Windeos Defender shoujldeb should off /disabked by the Norton Installation and if MSE was insatlled in the past - it neds to be totally removed including using the removal tool.

As I said - not really my area of expertize - so hopefully this will give you enough to go on and someon else more knowledgeable in this area can add more info. 

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