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Kudos0

Suddenly the Vault doesn't work anymore

Tried to log into my Norton Vault and it asked for my Email address then password, suddenly my password doesn't work, changed it and still doesn't work, changed it again and it doesn't open my vault. I'm fed up with this stuff happening, my renewals up in a few weeks and if it isn't sorted I'm going else where

Labels: Online Vault

Replies

Kudos0

Re: Suddenly the Vault doesn't work anymore

Same thing happened to me.  It was right after I rebooted from a Windows Update.  The symptoms are the same as people saw in 2013: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Unable-to-access-Identity-Safe/td-p/974599

Kudos0

Re: Suddenly the Vault doesn't work anymore

Here is all the stuff that was installed today.

Kudos0

Re: Suddenly the Vault doesn't work anymore

Same issue, was told by supprt they are aware of the issue. I'll be un-installing this POS ASAP and changing all my passwords immediately. I suggest the rest do the same. How can Norton be trusted if they can't keep their own system online?

Kudos0

Re: Suddenly the Vault doesn't work anymore

Anyone have an update on this? Or do I have to go back and reset all my passwords so I can be productive today?

Kudos0

Re: Suddenly the Vault doesn't work anymore

@ All,

I just tried to log into my Online Vault and no difficulty.  I was already logged into my Norton Account when I logged into my Online Vault.  The email adress and the password are the details for your Norton Account - once you are logged into the Norton Account, another request should come up for you to enter your Online Vault password.  Please be sure you are not confusing the passwords - like using the Online Vault password for the Norton Account (email address) log in.  I have differet passwords, althouh I guess some folks may use the same one.

Someone mentioned changing passwords, changing passwords for the Online Vault will delete the vault.

Probably not much help, but I have not seen any announcements in regards to maintenance or the like in regards to ID Safe - but wil ask the question.

Kudos0

Re: Suddenly the Vault doesn't work anymore

Support told me there is a system failure issue at their end and I should try again in 24-48 hours.  I asked about our data and if it had been compromised and they said no, all is completely safe.

Kudos1 Stats

Re: Suddenly the Vault doesn't work anymore

That's what the people from Target said day one.

Kudos0

Re: Suddenly the Vault doesn't work anymore

It's back up and running now

Kudos0

Re: Suddenly the Vault doesn't work anymore

Hmm, I'm still in the password challenge loop.

Kudos0

Re: Suddenly the Vault doesn't work anymore

Same thing here. I haven't been able to log into the vault since I first brought my system up this morning. Trying to log in via the web site is looping too. Someone said to wait 24-48 hours? Seems like a pretty serious problem then . . . .

Kudos0

Re: Suddenly the Vault doesn't work anymore

it wont let me log in either

EDIT

now i can

Kudos0

Re: Suddenly the Vault doesn't work anymore

Ditto.  Working for me now.  No prompting for account name and password.  Just straight to entering the vault password.

Kudos0

Re: Suddenly the Vault doesn't work anymore

I'm working now too.

Kudos0

Re: Suddenly the Vault doesn't work anymore

It won't even let me log in to my Vault! .. what's going on here? .. I was logged in and now I'm not and when I try to login again it won't accept my password.. the damned thing just sits there, not allowing it to take.. what's going on??
Kudos0

Re: Suddenly the Vault doesn't work anymore

I'm in now.

Kudos1 Stats

Re: Suddenly the Vault doesn't work anymore

Hi everyone,

Our team is still working on this issue, and we should have some more information shortly.

Workaround:

In the meantime, if you're still having problems logging into the ID Safe Vault, we've found that changing your DNS servers to the below Norton ConnectSafe DNS server addresses will resolve the issue for you. Please keep in mind that this is not a solution, but a workaround for this problem:

Preferred DNS: 199.85.126.10

Alternate DNS: 199.85.127.10

For those that need assistance changing your system DNS server addresses, please see the below instructions.

For PC:

 

1) Start>run>cmd and type:  ping idsafe.norton.com

2) If the ping results in “Request time Out”, Set up Norton ConnectSafe (instructions on the page)

3) Restart the PC and try the login again.


For iOS:

 

1) From the iPhone's home screen, tap Settings.

2) Tap Wi-Fi. The screen shown below appears. The available wireless networks in range of your iPhone appear, as shown below.

 


 

3) Find your wireless network in the list, and then click the arrow. The screen shown below appears.

 

4) Tap the DNS field.

5) Delete the current DNS servers, and enter the new Norton DNS servers, listed above. (If you enter more than one DNS server, be sure sure to separate the servers with commas.)

6) Restart the device and login to Identity Safe again.

 


 

 

For Mac:

1) From the Apple menu, select System Preferences. The window shown below appears.

2) Select Network. The window shown below appears.

 


 

3) Select a network interface from the sidebar. By default, your primary network interface is selected. If you use more than one interface to connect to the Internet, use these instructions to update the DNS servers for all of the interfaces.

4) Click Advanced.

5) Click the DNS tab. The window shown below appears.

 

6) Click the + button to add a new DNS server. Add the Norton DNS over there. (listed above)

7) Click OK.

8) Click Apply.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Suddenly the Vault doesn't work anymore

Thanks Tony_Weiss that work around for Windows 7 worked for me!

Kudos0

Re: Suddenly the Vault doesn't work anymore

I don't anything about DNS servers but would 2 PCs on the same network use the same one?  I have had no end of trouble with the Vault and Identity Safe Toolbar in both Chrome 32 and 33.  It still is inoperable yet my wife's laptop has been fine without any issues.  We are both using the latest version of Chrome and both using the same internet connection and home.  The only difference is that I am using XP and she is a Windows 7 user.  How does this alter DNS servers and the Vault?

Kudos0

Re: Suddenly the Vault doesn't work anymore

Hi everyone,

This issue should be resolved. If you wish to continue using Norton ConnectSafe, please feel free to do so. If you do not, please change your settings to "Obtain DNS Server address automatically". Please let us know if you're still seeing this login issue. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Suddenly the Vault doesn't work anymore

I ran Live Update this morning which installed 7 updates then tried opening the Vault and still got the same login issues of a very long wait opening the vault before a timeout.  This was before I opened any browser and during internet use.

I assume I shouldn't have done anything else first?

Kudos0

Re: Suddenly the Vault doesn't work anymore

This still looks the same to me. Just now the toolbar crashed giving the message that Identity Safe has crashed and a sad face that Chrome uses to show a crash (which then replicates across the screen as you move the page up and down).

Open up a new tab and it's there apparently working normally as if nothing had happened (well, apart from allowing you in the vault of course)!  This how it has been for some time now.  I cannot access the vault even if nothing else has been opened when starting the PC so is this more an XP issue than a Chrome one?

Kudos0

Re: Suddenly the Vault doesn't work anymore

Garawa, please keep all the info in regards to your system in your other thread - it is difficult trying to keep up with the info when you post in different threads. Thanks!
Kudos0

Re: Suddenly the Vault doesn't work anymore

My identity vault hasn't worked for days on any browser...IE, Firefox, Chrome...since the latest bacth of Microsoft updates. It just keeps timing out when I enter my password. I can still access it on my Norton Account website, so I transfered all my information to something more reliable: LastPass. I shouldn't have to use workarounds and constantly be running Live Update in hopes of solving what is clearly a significant problem on Norton's end. Adios.

Kudos0

Re: Suddenly the Vault doesn't work anymore

I can't keep them in 1 thread as I have 2 issues!!!

Issue 1: In this thread I have the same issue as everybody else, not being able to access the Vault and the toolbar not working.  I have replied to a post that said this very problem had been fixed but it wasn't for me.  (By the way, the mod that moved the post titled the thread incorrectly and I can only edit the title of my replies and none of the previous posts which doesn't help)!!

Issue 2:  The other thread I asked how I can switch back to the local vault and use that instead.

People were getting confused between the two already in that one and I had to clarify what I was asking.  I start mixing the 2 problems I will make it even worse!!!

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