• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos14 Stats

Symantec, Please Explain

I would like to hear from Symantec why they chose to remove the local ID Safe.

In Beta testing Tim_Lopez posted this  -

All,

 

The plan at this point is to have the local vault be removed from the product and have the online vault be the only option. 

 

If you would like to voice your concern about this, please do so in this thread and let us know why you disagree with this decision. We value your feedback so please give us detailed feedback as to why you prefer local vaults if this change is undesired on your part. 

Cheers,
Tim Lopez
Norton Forums Administrator
Symantec Corporation http://community.norton.com/t5/Norton-360-2013-Norton-Internet/What-happened-to-ID-Safe-local-vault/m-p/774634/highlight/true#M2755 We were told that Symantec "valued' our feedback.  It was and is obvious that the majority of people are in favour of keeping the local ID Safe. Please return it permanently in the 2013 and above products,  or at the very least,  please explain why this decision was made. I would also like to hear Symantec's take on the controversial "Share" button and why we can't disable it. Eagerly waiting a reply, Thank you.Dave
A little bit of knowledge is... well a little bit of knowledge.

Replies

Kudos0

Re: Symantec, Please Explain


winapps wrote:

The lack of an offline vault is a killer for me. While I can keep my current offline vault if I do an upgrade installion from NIS 2012 what happens if I have to replace a hard drive and am forced to do a clean install of Norton. It's happened before and will happen again. If for some reason I am forced to do a clean install I lose my offline vault and am forced to use the online only vault. For this reason I will stick with NIS 2012 until I find a more viable solution.


Hi winapps,

Dependent on just how badly you really want to keep an online vault, if you encounter any of the situations you stated with NIS 2013 installed, you can always revert back to NIS 2012 to regain the Local Vault (as many users have done) and then you can do an over the top upgrade to NIS 2013 and get your Local Vault back - until such time as you re-encounter one of the situations you mentioned.

Too much work and time?  I guess that would depend on how badly you want to keep the Local Vault.....but asked the question!   

Kudos9 Stats

Re: Symantec, Please Explain


Alejandrita wrote:

Thank you everyone for your feedback. We would like to assure you that customer satisfaction is our top priority and any changes in the product reflects that principle. We have been paying close attention to your comments and would like to share our thoughts and plans for the two features that you have been posting about the most.

Share via Email or Social Networks

This feature was introduced to enable users to leverage SafeWeb technology to scan a URL before posting to social networks. The main goal is to facilitate safe URL sharing and to prevent users from passing-on malicious content. We understand that many of you never post to social networks and would like to make Share a configurable feature. If you don’t use Share, you’ll soon be able to hide it.  :-)

Local vs. Online Vaults

We believe that online-only vaults enrich and simplify the overall user experience. We found during our initial product research that ordinary users were confused by the local vs. online distinction. They were consciously selecting the local option, but didn’t understand why they couldn’t access their vault data from Symantec's mobile applications. With online vaults data is available even while offline. Early adopters of the online vault have expressed appreciation for the added convenience and are quite happy with the overall experience. This has solved the important task of making users data available anytime, anywhere. 

We understand your concerns, but wouldn’t be asking that you join us in adopting this change if we didn’t think it was the most secure way to store and synchronize your data across computers and applications. I'm sorry for those of you who aren’t yet ready to make this change. We will continue to support local vaults for existing users but not for new ones.

We value your thoughtful and continuous input because it keeps us on our toes and makes us re-think and challenge our designs and plans.  Many thanks from all of us and please keep the feedback coming!


Okay – so after more than a month of asking, we finally have an official answer from Symantec as to why the online vault must be ended…

They say that their rationale for forcing out the local vault is that they are tired of the arduous task of dealing with customers whom they deem too stupid to understand the difference between a local vault and an online vault – that their technical support has been barraged by complaints from users (who dumbly persist in) trying to synchronize their various computers and devices using a local vault?

Hmm…  Is it just me, or is does this sound disrespectful and rather demeaning to others as well?

And unless you missed it, they “feel sorry” for us dimwitted recalcitrant types who persist in sticking to the “old ways” of insisting on using a local vault.  So we have been written off – they’re putting their money on the new suckers – My, my - a true P.T. Barnum moment and a revealing and eye-opening insight into the inner workings of the Symantec corporate mind and how they actually feel about their customers!

As I see it there are two primary issues with the online vault system yet to be addressed by Symantec…

1) Security – Symantec persistently assures us that regardless of how we feel about it, their security on this is absolutely impenetrable.  Okay – How about putting your money where you corporate mouths are and put that in writing?  An irrevocable guarantee that stipulates an offer of significant monetary sum to any person or agency that manages to, and can publically demonstrate, the ability to “crack” this impenetrable security fortress should serve to help this “pill” go down a little easier.  Yes?

2) Usability – It would be a lot easier to “sell” your customers on the concept of this “brain child” of yours if it actually worked reliably.  I’ve yet to see any form of evidence that it consistently does.  For over a year now hardly a day goes by that someone doesn’t post about some sort of login or access issue with this technical marvel of yours.  Seems that the only thing the user can truly count on is that the online vault system will at some point eventually fail them.

Kind Regards,

John

Kudos2 Stats

Re: Symantec, Please Explain


yank wrote:

winapps wrote:

The lack of an offline vault is a killer for me. While I can keep my current offline vault if I do an upgrade installion from NIS 2012 what happens if I have to replace a hard drive and am forced to do a clean install of Norton. It's happened before and will happen again. If for some reason I am forced to do a clean install I lose my offline vault and am forced to use the online only vault. For this reason I will stick with NIS 2012 until I find a more viable solution.


Hi winapps,

Dependent on just how badly you really want to keep an online vault, if you encounter any of the situations you stated with NIS 2013 installed, you can always revert back to NIS 2012 to regain the Local Vault (as many users have done) and then you can do an over the top upgrade to NIS 2013 and get your Local Vault back - until such time as you re-encounter one of the situations you mentioned.

Too much work and time?  I guess that would depend on how badly you want to keep the Local Vault.....but asked the question!   


There are other reasons I dislike an online vault. I want to keep my passwords stored locally, not on Symantec's servers. I want reliable access to my passwords at all times, not just when Symantec's online vault is working properly (I had a problem accessing my passwords once before with Webroot Secure Anywhere. I do not want to go through the same problem with NIS 2013). Online vaults are not reliable. I need to access my passwords when I need them, not after support has fixed a problem that prevents me from accessng them. I do not want, nor should I have to reinstall two pieces of software to maintain an offline vault. Online vaults represent a much larger and much more tempting target than my home computer for hackers who are after people's passwords to banks and other financial institutions.

Kudos1 Stats

Re: Symantec, Please Explain

Thank you, Alejandrita, for the update but I am still unsatisfied with the lack of a Local Vault. You state that existing customers can retain the Local Vault but the procedure to do that sucks. You need to have NIS 2012 installed, create the Local Vault and then upgrade. How long will this procedure be supported?? My guess not very long. Rest assured when the Local Vault goes so do I and my company and probably a lot of your other customers. How hard is it to give us a choice.

Very disappointed long time customer.

Jim

Kudos2 Stats

Re: Symantec, Please Explain


avjohnnie wrote:
They say that their rationale for forcing out the local vault is that they are tired of the arduous task of dealing with customers whom they deem too stupid to understand the difference between a local vault and an online vault – that their technical support has been barraged by complaints from users (who dumbly persist in) trying to synchronize their various computers and devices using a local vault?

That is not at all what they said.  Not even close.  I absolutely agree with you about the need to have the online vault work without issue, and the need to provide a fuller explanation of the security features in place to protect users' data.  And, like many other users, I don't fully agree with Symantec's decision to abandon the local vault, and I happen to think that there are reasons for keeping the local vault that outweigh usability concerns.  But there was nothing disrespectful or demeaning in what Symantec actually said about the reason for abandoning the local vault.  Whatever you want to infer from Symantec's explanation, if Symantec felt that the change would be beneficial to the majority of its users (whether rightly or wrongly), it is their decision to make.  Norton is a consumer grade product and there are a lot of long-established features that are designed primarily to provide an easier user experience - it has nothing to do with deeming customers "stupid."

Kudos0

Re: Symantec, Please Explain


SendOfJive wrote:

avjohnnie wrote:
They say that their rationale for forcing out the local vault is that they are tired of the arduous task of dealing with customers whom they deem too stupid to understand the difference between a local vault and an online vault – that their technical support has been barraged by complaints from users (who dumbly persist in) trying to synchronize their various computers and devices using a local vault?

That is not at all what they said.  Not even close.  I absolutely agree with you about the need to have the online vault work without issue, and the need to provide a fuller explanation of the security features in place to protect users' data.  And, like many other users, I don't fully agree with Symantec's decision to abandon the local vault.  But there was nothing disrespectful or demeaning in what Symantec actually said about the reason for abandoning the local vault.  Whatever you want to infer from Symantec's explanation, if Symantec felt that the change would be beneficial to the majority of its users (whether rightly or wrongly), it is their decision to make.  Norton is a consumer grade product and there are a lot of long-established features that are designed primarily to provide an easier user experience - it has nothing to do with deeming customers "stupid."


So is this is now to become a battle over semantics (pun in-ten-did) as to who said, they said, etc.?  True, this was not specifically said, but I did not misquote either ("no quotations") - my interpretation however, was that it most certainly was inferred by what they did state.  I repeat, I found the general demeanor of what was stated to be appalling, offensive, and a sad comment about the Symantec corporate thinking regarding how they view their customers.

You are entirely correct that these are their products and most certainly it is completely their decision as to how these products do or do not function, regardless of what is said or presented, pro or con, within these forums.  But we have collectively, and openly, been invited time and again to lend voice to this process.  Is that invitation also now to come to an end?  Hopefully not...

Kind Regards,

John

Kudos5 Stats

Re: Symantec, Please Explain

To state that the confusion of a small section of users who expected their passwords to appear on mobile devices without synchronizing them first was the ''reason'' behind this change is insulting to my intelligence.

As alejandrita diagnosed me, I am one of those not ready for a change I do not want, I don't need, I have not asked for, and suboptimal for my needs, imposed on me because a company found an Applish paradygm it wished to worship 100%. Not 'yet' and not ever.

So, after 8 long years, I feel ready for another kind of change. In 48 days my NIS 2012 license expires and I'm not prepared to invest a single dollar more into a product made by those who don't respect my intelligence. It is time to say goodbye.

Windows 7 Ultimate x64 SP1 -- NIS 21
Kudos3 Stats

Re: Symantec, Please Explain

Let's face it, many of us think that Symantec simply got it wrong.  There may be a million valid reasons for dropping the local vault, but none of them is going to sit well with those of us who are ambivalent or distrustful about storing our passwords online.  If you want to take the position that usability and eliminating customer confusion do not outweigh the benefits of keeping a local vault, that seems a fair argument.  Obviously, Symantec sees it differently, and that is all that can be, or needs to be, said about Symantec's actual statement.  There is no basis for negative inferences.

Kudos0

Re: Symantec, Please Explain

John,

<< But we have collectively, and openly, been invited time and again to lend voice to this process. Is that invitation also now to come to an end? Hopefully not... >>

Not, I would hope, if we visibly respect those who differ from us in their opinions which, IMO, rephrasing someone's words to make them, or us, appear in a certain way does not.

We also have to accept that open with us as Norton often is there are things that they will not fell free to say in public, just like every other organization, for reasons of security or a proprietary nature.

Hugh
Kudos5 Stats

Re: Symantec, Please Explain

I have two issues here, first, as has been pointed out, to centralise all login details of all symantecs customers in a single location will be like putting a honey pot beside a bee hive. Every hacker on the planet will be bombarding that server to get peoples banking/credit card logins etc. I don't have or need a smartphone and use one computer, I don't need this feature and  I can think of no worse place to store my details.

It's also bugging me that I have to delve into the internet myself to find out about these things, nothing is pointed out on installation, nothing explained. Suddenly I've got a 'login assistant' that seems to do nothing and an unexplained vault button. When I go looking for information I find out all my login details are now, without my permission, copied onto a server somwhere!

Let me make this clear, if you're goint to restructure your software that's great, development is a good thing but you need to tell people whats happening, explain new features upon installation and let users configure these features for themselves.

Now for goodness sake kindly tell me how to get my details off the net!

[edit: Please keep post content respectful per the Participation Guidelines and Terms of Service.]

Kudos0

Re: Symantec, Please Explain

Boing

<< I have two issues here, first, as has been pointed out, to centralise all login details of all symantecs customers in a single location will be like putting a honey pot beside a bee hive >>

Just a quicky since I'm no expert on network matters but that's not how "in the clouds" works -- the servers are located literally all round the world on Norton secure sites -- this is true for all sorts of systems holding our data: my bank, credit cards, etc.

I've actually been in one of their secure sites -- I was fingerprinted, photographed and signed away my first-born so they aren't negligent about security and that's just the visible stuff.

Sure there such things as cyberattacks but I don't recollect any successful ones on the servers of the security experts whether Norton, Kasperski or whoever. Most of the hacking we read about is low level stuff due to sheer carelessness like leaving your laptop in the mens' room!

Hugh
Kudos5 Stats

Re: Symantec, Please Explain

huwyngr

"Sure there such things as cyberattacks but I don't recollect any successful ones on the servers of the security experts whether Norton, Kasperski or whoever"


Symantec have already admitted to having had their servers hacked Hugh.

http://www.reuters.com/article/2012/01/17/us-symantec-hackers-idUSTRE80G1DX20120117

I don't doubt for a second that these companies are very serious about their security measures but I also don't doubt for a second that hackers are equally serious in their desire to break them. There must be hundreds of thousands of people trying to figure out a way to get into them and, frankly, it's just a numbers game, the companies have to be successful every time there's an attempt, the hackers only have to be successful once.

Apple have discovered to their cost that with a small install base they hade few security issues, largely because no one was targeting them. Once they expanded their market share the attack rate went up and the flaws began to appear. If you paint a target on the wall someones going to aim for it, the more people aim, the more it's going to get hit.

You're quite right about my details being stored on bank servers but here's the critical point, if the bank gets hacked, loses my information and I lose money, the bank is negligent and responsible for those loses. If 'I' put my login details onto the cloud and it gets hacked, the bank isn't negligent or responsible and my money's gone.

As I've said before, the concept of a universally available 'vault' is good if you move around a lot or use lots of devices, I have no probelms with new features being added BUT it must be the customers choice as it's the customers data that's being placed under the target.

Kudos0

Re: Symantec, Please Explain

Boing,

I'd forgotten about that one. However I'll lay odds that the code was not on the same servers as used by "on the cloud" data.

Bear in mind also that the cloud data we are talking about is heavily encrypted and, in my understanding, is only visible in the clear when on your PC and opened by you. So the data should be safe and with the server network they have the likelihood of a hacker crashing their entire system so that there is no access does not seem a great risk.

And when your PC is hacked and your local vault hacked including breaking the encryptation who do you sue?

But having said all that I choose not to use the Identity Safe at all since I don't see the need for automatic log ins on the few sites that are sensitive.

Hugh
Kudos0

Re: Symantec, Please Explain


dconn wrote:

[...] We are committed to adding the ability to disable the Share feature in a future release.

We are currently wrapping up an update the product which will be available soon and it will not be in that release unfortunately. We will be discussing what goes into the following release shortly.

[...]

dconn


Hi Dconn,

So you're saying that the next product update for NIS2013 will not contain the ability to hide the share button, and it will be in another future product update?

Thanks.

Kudos3 Stats

Re: Symantec, Please Explain

Hi All,

We are continuing to take note of all the comments on Identity Safe and how it has impacted everyone both in a practical sense and an emotional sense. We really did not expect the changes to invoke such passion but then of course it became clear that the value of our Forums lies in the passion of the participants and the feedback they gave us.

We've learned from this that we need to do a better job up front of explaining our changes so that there is clear information available for you to consider at the same time as you experience the changes.

Now that we have clarified our plans to make the Share feature configurable there seems to be a few remaining key issues that folks feel strongly about. Let me try to clarify our thinking.

    • Security of the Online Vault

We understand your concerns about storing your vault data in the cloud.  Let me explain how we do this securely and hopefully alleviate those concerns.

All of your vault data is encrypted using a secure algorithm (SHA256) on your local machine using your vault password, before it is sent to Symantec servers.  Symantec does not have access to your unencrypted vault data or to your vault password which is used to decrypt it.  In addition, both your Norton Account password and your vault password are required to download your encrypted vault. If somehow the Identity Safe online vault was compromised all that hackers would get would be an encrypted blob that is of no value to them

The Norton team strives to provide you with the best security and the best functionality.  We take your data security and privacy very seriously.  We hope you will all come to like the convenience of our cloud storage.

    • Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

    • Is Local Vault now considered Bad? Why can't we keep both the Online and Local Vault?

There's nothing bad about the local vault. Instead of continuing to split development and testing in both local and online vaults, we believe it is in the best interests of our users to invest all of our energy in to the online vault as that offers the best immediate, long term value and security.

Hopefully this helps clarify things. Are there any other aspects of the Online Vault that  we can provide more clarity on? For those of you who are upset or concerned about the online vault we want to know why. We want this to be a constructive conversation, and better understand your concerns. Any feedback you have about it is appreciated. Thanks for your help!

Dermot

Kudos3 Stats

Re: Symantec, Please Explain


dconn wrote:

Hi All,

 For those of you who are upset or concerned about the online vault we want to know why. We want this to be a constructive conversation, and better understand your concerns. Any feedback you have about it is appreciated. Thanks for your help!

Dermot


I want a Local ID Safe - simple!

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Symantec, Please Explain


dconn wrote:
    • Security of the Online Vault

We understand your concerns about storing your vault data in the cloud.  Let me explain how we do this securely and hopefully alleviate those concerns.

All of your vault data is encrypted using a secure algorithm (SHA256) on your local machine using your vault password, before it is sent to Symantec servers.  Symantec does not have access to your unencrypted vault data or to your vault password which is used to decrypt it.  In addition, both your Norton Account password and your vault password are required to download your encrypted vault. If somehow the Identity Safe online vault was compromised all that hackers would get would be an encrypted blob that is of no value to them

The Norton team strives to provide you with the best security and the best functionality.  We take your data security and privacy very seriously.  We hope you will all come to like the convenience of our cloud storage.

    • Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

    • Is Local Vault now considered Bad? Why can't we keep both the Online and Local Vault?

There's nothing bad about the local vault. Instead of continuing to split development and testing in both local and online vaults, we believe it is in the best interests of our users to invest all of our energy in to the online vault as that offers the best immediate, long term value and security.

Hopefully this helps clarify things. Are there any other aspects of the Online Vault that  we can provide more clarity on? For those of you who are upset or concerned about the online vault we want to know why. We want this to be a constructive conversation, and better understand your concerns. Any feedback you have about it is appreciated. Thanks for your help!

Dermot


OK, you've explained Norton's side of the story.  Assuming we accept what you wrote then any data stored in the cloud is secure that it will be safe.  However since the information is cached locally anyway I (and many others) don't understand the reasoning not to continue allowing us to keep our information locally.  I certainly don't understand how it will take any significant investment of developmental resources and it will certainly keep many customers satisfied!

I have a sneaky suspicion that long-term Norton has other plans that are going to come back and bite users in the future once we've all become comfortable with storing our vault on the cloud.  Could you please explain what advantage there is to Norton other than the supposed smaller commitment of developmental resources to keeping the local vault?

Thanks!

By the way, seeing threads like this: http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Norton-Identity-Safe-lost-all-my-passwords-after-quot-Server-is/m-p/827524#M4659 certainly don't make us feeling more comfortable storing stuff on the cloud!

Kudos5 Stats

Re: Symantec, Please Explain

Dermot wrote:

"Are there any other aspects of the Online Vault that we can provide more clarity on?"

Yes please expound on this:

•Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

This is at least the third time I have read this about availability offline, so lets say......

I am a brain dead compueter user without any technical knowledge.  I have still managed to get all my logins entered and saved in my online vault as I am sometimes not lucky enough to remember my own name, let alone a user name and a password for my 20 or so logins. 

Since I have faith and trust in Norton's online vault and do have my user name and password hidden away in my secret hiding place (in my desk's card file, so I never forget it - oh yea, I also got my Norton account email address and password there also), I'll be able to get into both that way and won't have to remember all those 20 or so logins and passwords.

Now, all of a sudden, for some reason - let's say the online server goes down, and I can not access my online vault - how do I obtain my logins through this thing you call a cache?  Where is it?  How do I access it - especially since the last time there was a problem with my NIS I had to reinstall and lost all those 20 or so logins I had?  Seems I should have been able to retrieve them thru this cache ya'll are talking about. 

Do ya'll care to tell me how to access/use this cache that is always available to me?

I would appreciate you telling me in plain simple terms how I can access an online vault when I'm offline.

TIA!

Kudos0

Re: Symantec, Please Explain

Hi Dermot,

I made the request in this post that the BLOG also be updated. And you have now included even more valuable information which should be included in this BLOG. Can you please get this updated?

The BLOG I am referring to is located at:

http://community.norton.com/t5/Norton-Protection-Blog/What-are-the-changes-to-the-Norton-Toolbar/ba-p/808740

Thanks and best wishes.

Allen


dconn wrote:

Hi All,

We are continuing to take note of all the comments on Identity Safe and how it has impacted everyone both in a practical sense and an emotional sense. We really did not expect the changes to invoke such passion but then of course it became clear that the value of our Forums lies in the passion of the participants and the feedback they gave us.

We've learned from this that we need to do a better job up front of explaining our changes so that there is clear information available for you to consider at the same time as you experience the changes.

Now that we have clarified our plans to make the Share feature configurable there seems to be a few remaining key issues that folks feel strongly about. Let me try to clarify our thinking.

    • Security of the Online Vault

We understand your concerns about storing your vault data in the cloud.  Let me explain how we do this securely and hopefully alleviate those concerns.

All of your vault data is encrypted using a secure algorithm (SHA256) on your local machine using your vault password, before it is sent to Symantec servers.  Symantec does not have access to your unencrypted vault data or to your vault password which is used to decrypt it.  In addition, both your Norton Account password and your vault password are required to download your encrypted vault. If somehow the Identity Safe online vault was compromised all that hackers would get would be an encrypted blob that is of no value to them

The Norton team strives to provide you with the best security and the best functionality.  We take your data security and privacy very seriously.  We hope you will all come to like the convenience of our cloud storage.

    • Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

    • Is Local Vault now considered Bad? Why can't we keep both the Online and Local Vault?

There's nothing bad about the local vault. Instead of continuing to split development and testing in both local and online vaults, we believe it is in the best interests of our users to invest all of our energy in to the online vault as that offers the best immediate, long term value and security.

Hopefully this helps clarify things. Are there any other aspects of the Online Vault that  we can provide more clarity on? For those of you who are upset or concerned about the online vault we want to know why. We want this to be a constructive conversation, and better understand your concerns. Any feedback you have about it is appreciated. Thanks for your help!

Dermot




Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos4 Stats

Re: Symantec, Please Explain


yank wrote:

Dermot wrote:

"Are there any other aspects of the Online Vault that we can provide more clarity on?"

Yes please expound on this:

•Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

This is at least the third time I have read this about availability offline, so lets say......

I am a brain dead compueter user without any technical knowledge.  I have still managed to get all my logins entered and saved in my online vault as I am sometimes not lucky enough to remember my own name, let alone a user name and a password for my 20 or so logins. 

Since I have faith and trust in Norton's online vault and do have my user name and password hidden away in my secret hiding place (in my desk's card file, so I never forget it - oh yea, I also got my Norton account email address and password there also), I'll be able to get into both that way and won't have to remember all those 20 or so logins and passwords.

Now, all of a sudden, for some reason - let's say the online server goes down, and I can not access my online vault - how do I obtain my logins through this thing you call a cache?  Where is it?  How do I access it - especially since the last time there was a problem with my NIS I had to reinstall and lost all those 20 or so logins I had?  Seems I should have been able to retrieve them thru this cache ya'll are talking about. 

 

Do ya'll care to tell me how to access/use this cache that is always available to me?

 

I would appreciate you telling me in plain simple terms how I can access an online vault when I'm offline.

 

TIA!


Hi Yank,

Concerning the part highlighted in RED above. The cached vault which is kept locally on your computer is automatically available and is used by NIS/N360 any time the ID Safe server is not available for any reason. You don't need to do anything, it is just there and is used automatically. In fact when you update a login for example, it is first updated locally and then pushed out to the server afterwards.

This functionality is all transparent.

If this did not work for you when you needed it then that IS a problem which I cannot say what the issue may have been, after the fact.

I do not know the location of where the cached vault is stored and I'm not sure Symantec will post that level of detail (one can ask though! ) but it IS there and I can personally attest to the fact that it is used as I have tested this.

Note for ALL users: As a precaution you should ALWAYS backup (export) your ID Safe data any time your logins have changed. This BACKUP is kept LOCALLY whereever you desire! If you have routine backups you should never have to deal with a loss of ID Safe data because of some problem! You can backup your ID Safe from Settings > Web > Identity Safe > Export Data. ID Safe backups can be restored from "Import Data" option in the same settings page. To be safe you should set a strong password for this backup ID Safe file!

Allen

P.S. I have always felt though (as you know) that users should have the option of an actual local vault such as we have with 2012 and before.

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Symantec, Please Explain

Thanks for using our product Msradell and your comments are appreciated.

Caching data locally that comes from the cloud vault is significantly different from maintaining an actual vault locally that is seperate from the cloud vault. From an engineering perspective maintaining the ability to have a local vault and a cloud vault takes resources away from what we believe strongly is the best way forward for our customers. If it was trivial we would just be doing it.

Regarding the thread about data in the cloud being lost  it is not actually lost but there are circumstances under which the syncing of cloud vault data to the local machine can have issues. Nothing is actually lost. We have identified circumstances in which this can occur and will address in upcoming  releases.

Dermot

Kudos0

Re: Symantec, Please Explain

Thanks for using our products tbalint444444.

 

Yes it will not be in our next product update but is expected to be in the next planned release.

 

Dermot

Kudos3 Stats

Re: Symantec, Please Explain


dconn wrote:

Thanks for using our products tbalint444444.

 

Yes it will not be in our next product update but is expected to be in the next planned release.

 

Dermot


Hi Dermot,

It would help if you clarify for the customers what the "next planned release" actually means. Does this mean the next planned "update" for 2013 or not until 2014 comes out almost a year from now????

Also did you catch my request about updating the BLOG which I posted above??

Thanks

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos2 Stats

Re: Symantec, Please Explain


dconn wrote:

 

Yes it will not be in our next product update but is expected to be in the next planned release.

 

Dermot


Hi Dermot,

 

I concur that clarification is in order here. The product update to version 20.2.0.19 was posted at 10 PM tonight. You said it would not be in the next product update...Ok.

 

This Post from September 4th, was the release of the 2013 products.

 

Is this what you mean by 'next planned release' ? Another full year until the 2014 release of Norton products ?

 

 

Thanks,

Ed

Kudos0

Re: Symantec, Please Explain


dconn wrote:

Thanks for using our products tbalint444444.

 

Yes it will not be in our next product update but is expected to be in the next planned release.

 

Dermot


Hi Dermot,

Thanks for replying.

I also would like to ask what AllenM and Edjr60 have already asked: Will this option be added in a product update for the 2013 products (20.x.x.x) or is it planned for the 2014 products (21.x.x.x)?

Thanks for clarifying.

Kudos1 Stats

Re: Symantec, Please Explain


yank wrote:

Dermot wrote:

"Are there any other aspects of the Online Vault that we can provide more clarity on?"

Yes please expound on this:

•Availability of Vault Data when Offline

We understand the importance of the data being available when you cannot access the online vault.  The vault data is cached locally and is always available whether you have access to the online vault or not.

This is at least the third time I have read this about availability offline, so lets say......

I am a brain dead compueter user without any technical knowledge.  I have still managed to get all my logins entered and saved in my online vault as I am sometimes not lucky enough to remember my own name, let alone a user name and a password for my 20 or so logins. 

Since I have faith and trust in Norton's online vault and do have my user name and password hidden away in my secret hiding place (in my desk's card file, so I never forget it - oh yea, I also got my Norton account email address and password there also), I'll be able to get into both that way and won't have to remember all those 20 or so logins and passwords.

Now, all of a sudden, for some reason - let's say the online server goes down, and I can not access my online vault - how do I obtain my logins through this thing you call a cache?  Where is it?  How do I access it - especially since the last time there was a problem with my NIS I had to reinstall and lost all those 20 or so logins I had?  Seems I should have been able to retrieve them thru this cache ya'll are talking about. 

Do ya'll care to tell me how to access/use this cache that is always available to me?

I would appreciate you telling me in plain simple terms how I can access an online vault when I'm offline.

TIA!


Hi all,

Okay, I'll come clean,  the post I made above was made in order to obtain more info on the availablility of the Online Vault when offline.  I tried to post in a manner that would sound like a less savy technical user and really thought the comments about my Norton Account and IDS vault login and pasword being stored in my card file was a dead give away that I was trying to present a question that someone I am sure will ask in the future.  Obviously I failed, as I did not get the answer from Norton I was hoping for.

Where is this cache located?  I understand Norton probably can not make that known (for obvious reasons), but I wonder if there is a way to test this.  You know some folks say, "I'm from Missouri, show me!" well, I am not from there, but I like to see how things work.

I guess that leaves a  few questions in my mind:

-  How can I test this?

-  Do I have to be logged into my online vault?  Do I have to be logged into my Norton Account? 

-  If IDS (Vault data) is always available whether I have access to the online vault or not - wouldn't that be the same as not logged in to vault or the problem folks are having - not being able to log into vault (be it credentials or Norton server probelms)??

Once again, sorry for the "hypothetical situation"  I presented in my quoted post above.

Kudos0

Re: Symantec, Please Explain

When I had problems logging into the online vault recently I also couldn't log in to the local vault, it seemed to only want the online vault password (which didn't work even though it was correct) & not the one set originally for the local vault (under 2012), this is why I'm now suspecting that actually the local vault in the Norton ui is nothing more than a link to the online vault as I too can find no way to use the local vault if the online vault is unavailable or if you are logged out.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos2 Stats

Re: Symantec, Please Explain

Hi Allen,

You say…


“Concerning the part highlighted in RED above. The cached vault which is kept locally on your computer is automatically available and is used by NIS/N360 any time the ID Safe server is not available for any reason. You don't need to do anything, it is just there and is used automatically. In fact when you update a login for example, it is first updated locally and then pushed out to the server afterwards.

This functionality is all transparent.”


Okay – with your kind indulgence, let’s do a hypothetical…

I have a local vault.

I have elected to move that vault into cyberspace (using one of the 2013 products) so now it sits on a cloud and the previous local vault is no more.

Let’s also say I never backed up my vault either before nor after its “cloudification”.

I operate using the online vault for several days quite successfully.

Then one morning I can no longer open my vault – I put in my password, but it refuses to accept it.  (note: this condition is being reported by different users daily).

If I understand you correctly, this situation is still of no consequence.  I can simply browse to any given website that requires my login credentials and they will still be inserted from this “locally cached” backup even though I’m unable to open my vault.

Is this correct?  Because if it is, then why are there so many posts from users reporting that they cannot login to websites (which require login credentials) because they cannot open their vault?

Perhaps I’m just missing something here…  If you would, please outline step by step how to log into a website when your vault will not accept the vault password to open it.

Kind Regards,

John

Kudos1 Stats

Re: Symantec, Please Explain

Hi John,

I do not wan to steal Allen's thunder so to speak.   But I have conducted a test per Allen's suggestion and the point you are missing is that you still must be able to be logged into your Vault in order to use the offline functionality.

This is what Allen suggested and I did follow his sugegstion:

Navigate to a page where you have a login. Do NOT be logged into ID Safe at the time. Then disconnect your Ethernet cable or shut off your wireless adapter. Then log into ID Safe - this should still work even when OFFLINE. Check if it autofills the username/password boxes.

I met with success using this test.  As a matter of fact it works the same way with the Local and the Online Vault.  Yes I still have the Local as I did the over the top upgrade from NIS 2012.

Kudos1 Stats

Re: Symantec, Please Explain

Hi Yank,

Unless I am missing something in the test you performed, having a local vault held over from 2012 would not be a completely valid test to verify that NIS uses the ID Safe cache like it is supposed to.

I did the test myself (I have online vault only) and it works correctly using the local ID Safe cache.

I extended the test further by blocking all HTTPS (which the ID Safe server uses) in my router and same thing, I am still able to log into ID Safe and log into any standard HTTP sites where I have logins.

Hope this helps.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos2 Stats

Re: Symantec, Please Explain


avjohnnie wrote:

Hi Allen,

You say…


“Concerning the part highlighted in RED above. The cached vault which is kept locally on your computer is automatically available and is used by NIS/N360 any time the ID Safe server is not available for any reason. You don't need to do anything, it is just there and is used automatically. In fact when you update a login for example, it is first updated locally and then pushed out to the server afterwards.

This functionality is all transparent.”


Okay – with your kind indulgence, let’s do a hypothetical…

I have a local vault.

I have elected to move that vault into cyberspace (using one of the 2013 products) so now it sits on a cloud and the previous local vault is no more.

Let’s also say I never backed up my vault either before nor after its “cloudification”.

I operate using the online vault for several days quite successfully.

Then one morning I can no longer open my vault – I put in my password, but it refuses to accept it.  (note: this condition is being reported by different users daily).

If I understand you correctly, this situation is still of no consequence.  I can simply browse to any given website that requires my login credentials and they will still be inserted from this “locally cached” backup even though I’m unable to open my vault.

Is this correct?  Because if it is, then why are there so many posts from users reporting that they cannot login to websites (which require login credentials) because they cannot open their vault?

Perhaps I’m just missing something here…  If you would, please outline step by step how to log into a website when your vault will not accept the vault password to open it.

Kind Regards,

John


Hi John,

I am saying that I know this works as I have tested it. This does not mean however that there aren't problems with it sometimes and yes I do realize several users have posted about this very problem. My test basically just shows that the locally cached vault does in fact get used in situations when the Norton server is unreachable but this presumes things are working correctly and by design.

And to clarify, NO if you cannot log into ID Safe then it will NOT fill your logins. Proper operation of being able to use the local cache is that you still must be able to log into ID Safe. This SHOULD work even if NIS cannot reach the Norton server. If you are not able to do so then there is a BUG and logins will not auto-fill.

In fact to be honest I am having problems right now with the ID Safe web portal thinking I have NO online vault at all. I am working on this issue with a Norton software engineer. Yet in spite of this I can still use ID Safe, I can log in & out at will and it does auto-fill the logins.

I am still on NIS 2012 but I do NOT have a local vault - I got rid of that a year ago. My vault is online only.

It is certainly possible that NIS 2013 has more issues (dare I say bugs? ) than 2012.

I will be upgrading my laptop to 2013 again probably sometime this weekend and will do more testing with the newest version.

A while back I did have 2013 installed on my test laptop and during that brief time I also witnessed it working with the local CACHE. But that was a relatively brief period of time, however it was enough to tell me that the functionality is in 2013 as it is in 2012.

I sure hope Norton gets all these issues resolved SOON.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos2 Stats

Re: Symantec, Please Explain


AllenM wrote:

Hi John,

I am saying that I know this works as I have tested it. This does not mean however that there aren't problems with it sometimes and yes I do realize several users have posted about this very problem. My test basically just shows that the locally cached vault does in fact get used in situations when the Norton server is unreachable but this presumes things are working correctly and by design.

And to clarify, NO if you cannot log into ID Safe then it will NOT fill your logins. Proper operation of being able to use the local cache is that you still must be able to log into ID Safe. This SHOULD work even if NIS cannot reach the Norton server. If you are not able to do so then there is a BUG and logins will not auto-fill.

In fact to be honest I am having problems right now with the ID Safe web portal thinking I have NO online vault at all. I am working on this issue with a Norton software engineer. Yet in spite of this I can still use ID Safe, I can log in & out at will and it does auto-fill the logins.

I am still on NIS 2012 but I do NOT have a local vault - I got rid of that a year ago. My vault is online only.

It is certainly possible that NIS 2013 has more issues (dare I say bugs? ) than 2012.

I will be upgrading my laptop to 2013 again probably sometime this weekend and will do more testing with the newest version.

A while back I did have 2013 installed on my test laptop and during that brief time I also witnessed it working with the local CACHE. But that was a relatively brief period of time, however it was enough to tell me that the functionality is in 2013 as it is in 2012.

I sure hope Norton gets all these issues resolved SOON.

Best wishes.

Allen


Thanks for the response Allen…

Conceptually what you’ve stated makes sense and I can understand that this how it’s supposed to work.  But I’m a bit bewildered – exactly under what condition is it that a user is not able to login to their vault?  It appears to be transient, but why?  Obviously if they can’t login then they’re out of luck until they can.   

I know that when I tried the online vault (using NIS2012) back in January, Symantec encountered a broad-spectrum vault access outage and ASFAIK, no one could log into their online vaults for several days.  Symantec was eventually able to correct whatever the problem was (as I recall with a LiveUpdate push) and everyone who got the update was finally able to access their online vaults again.  As for me, as soon as that access was available, I exported (backed up) my online vault info, deleted my online vault and returned to using a local vault, as my trust in using the online facility had irreparably been shattered.  I vowed to myself to never again trust the mechanism.

Interestingly, I did try it again a little over a month ago while participating the NIS2013 beta tests and dang if it didn’t do the same thing again – couldn’t log in – wouldn’t accept the vault PW.  So I reverted to NIS2012, rebuilt the local vault, then over installed to the then current NIS2013 beta and ran on it with a local vault.

I have never had a PW refusal with the local vault.  But I consistently see PW refusal issues with the online vault.  The fact that this same issue has persisted for so long tells me that Symantec seemingly cannot get this beast to work properly.

And now here we all are with the RTM of the 2013 products and it’s obviously still not right – but now we’re all conscripted to participate in this grand experiment and I for one, don’t think that’s right.

Kind Regards,

John

Kudos3 Stats

Re: Symantec, Please Explain

Hi John,

I know, believe me I completely understand your frustration. I am also quite upset that multiple users are experiencing these kinds of problems. Many users do not like the idea of their ID Safe data being stored in the "cloud" even IF there were NO bugs and it is all the more frustrating when there ARE bugs which prevent access to ID Safe.

I am going to be doing some hard core testing on 2013 and I do have contact with a Norton software engineer who I am working with on a couple of other issues which are at least "related" to this. I am going to do my absolute best to reproduce this on 2013 on my test laptop and push just as hard as I need to and help get these issues resolved.

In the meantime I would have to suggest to retain your local vault (as you mentioned) by setting it up on 2012 and upgrading to 2013.

To clarify, I am seeing a couple of issues with regards to the WEB portal seeing my online vault but what I am NOT seeing with 2012 is the absolute inability to log into ID Safe (and using it for logins) when using the local cache. Since I have tested this pretty extensively on 2012 I have to assume (at least for the moment) that this is 2013 specific and I will do my level best to reproduce it on 2013.

Hopefully I can share some good news on this front before too long.

Best wishes,

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos1 Stats

Re: Symantec, Please Explain


AllenM wrote:

Hi John,

I know, believe me I completely understand your frustration. I am also quite upset that multiple users are experiencing these kinds of problems. Many users do not like the idea of their ID Safe data being stored in the "cloud" even IF there were NO bugs and it is all the more frustrating when there ARE bugs which prevent access to ID Safe.

I am going to be doing some hard core testing on 2013 and I do have contact with a Norton software engineer who I am working with on a couple of other issues which are at least "related" to this. I am going to do my absolute best to reproduce this on 2013 on my test laptop and push just as hard as I need to and help get these issues resolved.

In the meantime I would have to suggest to retain your local vault (as you mentioned) by setting it up on 2012 and upgrading to 2013.

To clarify, I am seeing a couple of issues with regards to the WEB portal seeing my online vault but what I am NOT seeing with 2012 is the absolute inability to log into ID Safe (and using it for logins) when using the local cache. Since I have tested this pretty extensively on 2012 I have to assume (at least for the moment) that this is 2013 specific and I will do my level best to reproduce it on 2013.

Hopefully I can share some good news on this front before too long.

Best wishes,

Allen


Thanks again for your continued indulgence Allen - I really do appreciate your responses –

From the numerous and varied posts I’m seeing, it’s obvious that it’s not just a 2013 product related issue.  I’m seeing posts regarding the online vault access problem from user’s saying that they are using 2012 products, the freebie ID Vault browser add-in,  and mobile app versions (both Android and iPad/iPhone).  To me that’s a pretty broad spectrum “breakage”.  I'm not saying that it’s totally non-functional because at times it is functional and behaves as expected, but you never know when you’re going to “get bit”, so to speak.

I’m also seeing issues where, although a user might be able to access their online vault, their information is either incomplete or missing entirely.  In those cases shouldn’t the local cache be “fixing” the issue until whatever the online “breakage” is gets rectified?

And that brings up another question –

After your excellent explanation as to how the local cache mechanism is supposed to work, how does one know which set of data is being utilized at any given moment?  Or is this actually part of the problem and somewhat explains the reason for the discrepancies between what the user believes to be in their vault and what the caching/online integration mechanism manages to cobble together as an offering at any particular point – and in so doing sometimes deciding that there’s nothing there to offer at all?

I hope I’m getting my point across that any of this (as a product behavior) is entirely unacceptable.  In other words, if you can’t rely on it what good is it, really?

Kind Regards,

John

Kudos3 Stats

Re: Symantec, Please Explain


avjohnnie wrote:

AllenM wrote:

Hi John,

I know, believe me I completely understand your frustration. I am also quite upset that multiple users are experiencing these kinds of problems. Many users do not like the idea of their ID Safe data being stored in the "cloud" even IF there were NO bugs and it is all the more frustrating when there ARE bugs which prevent access to ID Safe.

I am going to be doing some hard core testing on 2013 and I do have contact with a Norton software engineer who I am working with on a couple of other issues which are at least "related" to this. I am going to do my absolute best to reproduce this on 2013 on my test laptop and push just as hard as I need to and help get these issues resolved.

In the meantime I would have to suggest to retain your local vault (as you mentioned) by setting it up on 2012 and upgrading to 2013.

To clarify, I am seeing a couple of issues with regards to the WEB portal seeing my online vault but what I am NOT seeing with 2012 is the absolute inability to log into ID Safe (and using it for logins) when using the local cache. Since I have tested this pretty extensively on 2012 I have to assume (at least for the moment) that this is 2013 specific and I will do my level best to reproduce it on 2013.

Hopefully I can share some good news on this front before too long.

Best wishes,

Allen


Thanks again for your continued indulgence Allen - I really do appreciate your responses –

From the numerous and varied posts I’m seeing, it’s obvious that it’s not just a 2013 product related issue.  I’m seeing posts regarding the online vault access problem from user’s saying that they are using 2012 products, the freebie ID Vault browser add-in,  and mobile app versions (both Android and iPad/iPhone).  To me that’s a pretty broad spectrum “breakage”.  I'm not saying that it’s totally non-functional because at times it is functional and behaves as expected, but you never know when you’re going to “get bit”, so to speak.

I’m also seeing issues where, although a user might be able to access their online vault, their information is either incomplete or missing entirely.  In those cases shouldn’t the local cache be “fixing” the issue until whatever the online “breakage” is gets rectified?

And that brings up another question –

After your excellent explanation as to how the local cache mechanism is supposed to work, how does one know which set of data is being utilized at any given moment?  Or is this actually part of the problem and somewhat explains the reason for the discrepancies between what the user believes to be in their vault and what the caching/online integration mechanism manages to cobble together as an offering at any particular point – and in so doing sometimes deciding that there’s nothing there to offer at all?

I hope I’m getting my point across that any of this (as a product behavior) is entirely unacceptable.  In other words, if you can’t rely on it what good is it, really?

Kind Regards,

John


Ideally if NIS loses communication with the server for a TBD length of time it should be reported to the user in some fashion. I am also addressing this with Symantec.

It's kind of funny (in a SAD way), because I have been using online ID Safe exclusively with 2012 for a full year now and am just not seeing the level of problems being reported recently.

My recent problems with the WEB portal not being able to see my online vault all started with my temporarily upgrading my test laptop to 2013 and initializing the vault from 2013. Ever since then my 2012 desktop has had a lot of issues with actually seeing my online vault, but even with all that it has been able to use the local CACHE with no problems and I have full functionality.

As I get ready to test on my laptop again with 2013 I will be using my TEST Norton Account so that I don't mess with my REAL Norton Account any more. In hindsight I wish I had done this to start with.

I'll do my best to keep this thread updated as I start and continue testing with 2013.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Symantec, Please Explain


Doctor9fan wrote:

When I had problems logging into the online vault recently I also couldn't log in to the local vault, it seemed to only want the online vault password (which didn't work even though it was correct) & not the one set originally for the local vault (under 2012), this is why I'm now suspecting that actually the local vault in the Norton ui is nothing more than a link to the online vault as I too can find no way to use the local vault if the online vault is unavailable or if you are logged out.


If you do in fact have the local vault available to you, you will see an option in the login window for Identity Safe.

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

Re: Symantec, Please Explain

Hi Everyone,

For everyone having problems logging into ID Safe please tell me the following:

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013?
  3. When you last initialized the online vault was this done from 2012 or 2013?

Thanks very much,

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Symantec, Please Explain


peterweb wrote:

Doctor9fan wrote:

When I had problems logging into the online vault recently I also couldn't log in to the local vault, it seemed to only want the online vault password (which didn't work even though it was correct) & not the one set originally for the local vault (under 2012), this is why I'm now suspecting that actually the local vault in the Norton ui is nothing more than a link to the online vault as I too can find no way to use the local vault if the online vault is unavailable or if you are logged out.


If you do in fact have the local vault available to you, you will see an option in the login window for Identity Safe.


Thanks Peterweb but having checked I find that I do not have a link to be able to log into a local vault yet I have not chosen to completely move my logins to an online vault, I can only assume that the recent login problem I've had or the usage of the free identity safe (on another computer) to test the login problem have wiped out the local vault availablility.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Symantec, Please Explain


AllenM wrote:

Hi Everyone,

For everyone having problems logging into ID Safe please tell me the following:

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013?
  3. When you last initialized the online vault was this done from 2012 or 2013?

Thanks very much,

Allen


1: NIS 2013, an over-the-top upgrade from 2012.

2: I did have the free identity safe on another laptop running Vista when I had the problem, could log in using that but not internet security on Win7 laptop. Both using the same online vault.

3: 2013.

Since I was given the option to remove the old password & logins & choose a new one I've not had any further problems with the password so far.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Symantec, Please Explain


Doctor9fan wrote:

AllenM wrote:

Hi Everyone,

For everyone having problems logging into ID Safe please tell me the following:

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013?
  3. When you last initialized the online vault was this done from 2012 or 2013?

Thanks very much,

Allen


1: NIS 2013, an over-the-top upgrade from 2012.

2: I did have the free identity safe on another laptop running Vista when I had the problem, could log in using that but not internet security on Win7 laptop. Both using the same online vault.

3: 2013.

Since I was given the option to remove the old password & logins & choose a new one I've not had any further problems with the password so far.


Hi Doctor9fan,

Thanks for the information. Regarding #2, can you clarify what version of NIS the Win7 laptop is running? And the Vista laptop, is it still running the free version or do you have NIS on there now and if so is it 2012 or 2013?

Also when you removed the "old password" are you saying you reset the vault by entering the wrong password 3 times and then choosing the reset option? And when you done this was it from a computer running 2012 or 2013?


Thanks very much.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Symantec, Please Explain

Hi Everyone,

I forgot to ask two more questions in my earlier post. Here is the list of questions again with #4 & 5 added on.

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013?
  3. When you last initialized the online vault was this done from 2012 or 2013?
  4. When you cannot log into ID Safe, which login is failing, the Norton Account or the online vault itself? And when this fails do you get a window saying syncing that never clears or does it come back and just say invalid credentials?
  5. Are you able to log into your online vault through the WEB portal? https://identitysafe.norton.com

Thanks much

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Symantec, Please Explain


AllenM wrote:

Doctor9fan wrote:

AllenM wrote:

Hi Everyone,

For everyone having problems logging into ID Safe please tell me the following:

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013?
  3. When you last initialized the online vault was this done from 2012 or 2013?

Thanks very much,

Allen


1: NIS 2013, an over-the-top upgrade from 2012.

2: I did have the free identity safe on another laptop running Vista when I had the problem, could log in using that but not internet security on Win7 laptop. Both using the same online vault.

3: 2013.

Since I was given the option to remove the old password & logins & choose a new one I've not had any further problems with the password so far.


Hi Doctor9fan,

Thanks for the information. Regarding #2, can you clarify what version of NIS the Win7 laptop is running? And the Vista laptop, is it still running the free version or do you have NIS on there now and if so is it 2012 or 2013?

Also when you removed the "old password" are you saying you reset the vault by entering the wrong password 3 times and then choosing the reset option? And when you done this was it from a computer running 2012 or 2013?


Thanks very much.

Allen


Thanks Allen, my version is 20.11.2 which should be the latest version.

No the free version of identity safe has been removed as I'm selling the Vista laptop.

Yes I was given the option to reset the password but it took rather more tries than three before it gave me the option to reset, I used the same password which had worked before & I reset it on the computer running 2013, I saw no need to do anything on the Vista laptop as that worked fine for logging in.

 To add replies for your new questions:

The online vault is the log in which failed, I could log into my account. No window saying syncing, just says the password is incorrect & we're asked to check the spelling etc.

No I couldn't even log on via the web portal, same reason.

Hope this helps.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Symantec, Please Explain

Hi Dermot,

Could you please answer this question in my previous post?

Thanks


tbalint444444 wrote:

dconn wrote:

Thanks for using our products tbalint444444.

 

Yes it will not be in our next product update but is expected to be in the next planned release.

 

Dermot


Hi Dermot,

Thanks for replying.

I also would like to ask what AllenM and Edjr60 have already asked: Will this option be added in a product update for the 2013 products (20.x.x.x) or is it planned for the 2014 products (21.x.x.x)?

Thanks for clarifying.


Kudos0

Re: Symantec, Please Explain

I can't speak for Dermot, but to me "next planned release" means what it says, i.e. Norton 2014.

Kudos1 Stats

Re: Symantec, Please Explain

Hi All,

Sorry for using unclear terminology. There will be a number of updates to the 2013 product before 2014 comes out next year. The first of these updates which will be out very shortly will not have the configurability of the Share feature but it most likely will be in the following update. I used the term "planned"  just to distinguish these updates from an unplanned release that theoretically could be put together very quickly and released in response to a major in field issue.

Dermot.

Kudos0

Re: Symantec, Please Explain


dconn wrote:

Hi All,

Sorry for using unclear terminology. There will be a number of updates to the 2013 product before 2014 comes out next year. The first of these updates which will be out very shortly will not have the configurability of the Share feature but it most likely will be in the following update. I used the term "planned"  just to distinguish these updates from an unplanned release that theoretically could be put together very quickly and released in response to a major in field issue.

Dermot.


Hi Dermot,

Thanks for the details,

Just to confirm, the update which won't have the ability to configure the share feature, is the 20.2.0.19 update which will be shortly available to everyone? And the next update for the 2013 product line will probably have the ability to configure the share feature?

Thanks.

Kudos0

Re: Symantec, Please Explain

  1. If you are using NIS 2013 (version 20.xx) or NIS 2012 (version 19.xx).  2013.1.1.7
  2. Do you have more than one computer accessing the same online vault? If so are all of them either on 2012 or 2013? (2) PC's, (1) Laptop, (1) Andriod. All 2013 except unknown about Android
  3. When you last initialized the online vault was this done from 2012 or 2013? 2013
  4. When you cannot log into ID Safe, which login is failing, the Norton Account or the online vault itself? And when this fails do you get a window saying syncing that never clears or does it come back and just say invalid credentials? Account Login. "Enter Valid Password" (email recognized)
  5. Are you able to log into your online vault through the WEB portal? https://identitysafe.norton.com YES

I also noticed that there is an issue with the Manifest Version for Google Chrome - attached PDF with error pics. 

 

NOTE: Tried reinstalling; some success - shortlived; returns to initial problem. Tried removal tool and reinstall. Shortlived success; returns to initial problem. 

 

Also, there seems to be a random window where everything will connect, but that goes away. For instance, all day yesterday was blocked out except for between about 12-noon and 2PM where it worked; returned to initial error state after. 

Kudos0

Re: Symantec, Please Explain

Yes, that is correct.

Kudos0

Re: Symantec, Please Explain


dconn wrote:

Yes, that is correct.



Thanks for the answers.

Kudos1 Stats

Re: Symantec, Please Explain

Is there ANY plans to re-add local identity safe in 2013 (native install not over the top)?

When in doubt, uninstall / reinstall :smileywink:Windows 7 SP1 (64 bit), Norton Internet Security 2013, Internet Explorer 10, SpywareBlaster

This thread is closed from further comment. Please visit the forum to start a new thread.