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Kudos3 Stats

Unable to access Identity Safe

Update by Tony_Weiss July 9th 5:00 PM PDT - For the remaining problems, a fix is now available via LiveUpdate. Please see the update post for more information.

 

Update by Tony_Weiss Jun 28th 3:00 PM PDT - We released a patch for this issue, and it fixed it for a majority of customers. However, it did not fix it for some customers. For those customers, a workaround is available. If you don't feel comfortable performing these tasks, please contact our customer support team via chat to have it resolved.

 

Update by Tony_Weiss Jun 20th 5:17 PM PDT - the fix is now available via LiveUpdate. Please see the update post for more information.

 

Update by Tony_Weiss Jun 20th 1:36 PM PDT - we are finishing the testing of a fix for this issue. Will update when the hotfix has been released.


Attempted to open my identity safe vault and was prompted to sign in to my norton account first.  Entered my login details and the following error was displayed "Failed to log in to your Norton Account. Please check the supplied credentials."  I have attempted to sign in multiple times with no success.  I can sign into my norton account via the web site and can access the identity safe web site with my login details. 

Replies

Kudos0

Re: Unable to access Identity Safe

Update by Tony_Weiss July 9th 5:00 PM PDT - For the remaining problems, a fix is now available via LiveUpdate. Please see the update post for more information.

 

Update by Tony_Weiss Jun 28th 3:00 PM PDT - We released a patch for this issue, and it fixed it for a majority of customers. However, it did not fix it for some customers. For those customers, a workaround is available. If you don't feel comfortable performing these tasks, please contact our customer support team via chat to have it resolved.

 

Update by Tony_Weiss Jun 20th 5:17 PM PDT - the fix is now available via LiveUpdate. Please see the update post for more information.

 

Update by Tony_Weiss Jun 20th 1:36 PM PDT - we are finishing the testing of a fix for this issue. Will update when the hotfix has been released.


Attempted to open my identity safe vault and was prompted to sign in to my norton account first.  Entered my login details and the following error was displayed "Failed to log in to your Norton Account. Please check the supplied credentials."  I have attempted to sign in multiple times with no success.  I can sign into my norton account via the web site and can access the identity safe web site with my login details. 

Kudos0

Re: Unable to access Identity Safe

Hi,

Sorry for the issue you are facing.

1) Can you please reboot the machine 2 or 3 times and check whether you are able to login to Norton Account successfully.

2) Can you please browse to "https://identitysafe.norton.com" portal and check whether you are able to login Norton Account

     and vault from it.

Kudos0

Re: Unable to access Identity Safe

I rebooted several time and still can't sign in.  As i said in my original post I can access the identity safe portal successfully.  Also after the error message appears I can't exit from the login dialog box, I have to end the task via task manager.

Kudos0

Re: Unable to access Identity Safe

I also seem to be getting the same problem :-( It started all of a sudden yesterday, I can log into the online version no problem, I have checked & rechecked my login details are correct & it still remains the same :-( log into online, no prob, weird, I have shut down & rebooted many times too to try & resolve the issue, I tried instant chat last night, after 4 hours in the que, I gave up & went to bed ! 

Kudos0

Re: Unable to access Identity Safe

Same issue...

If you enter 3 or more incorrect logins you are locked out of your PC for 24 hours after last failed attempt, per Norton Support...

I feel betrayed not being able to decline this online storage of my credentials, now I feel at risk of exposure with the data being saved on their site without my say...  This is identity theft right in our faces...

Kudos0

Re: Unable to access Identity Safe

I too am having the exact same issue and it started yesterday, 6/14/13, I reset my password and I can log into my Norton Account with no issues but when It comes to Identtiy Safe log in, it asks for me log into my Norton account which at that menu box it will not accept my log in from there and I get the same message that it does not accept the credentials supplied. Has anyone found a solution? Just like other posts, once that box appears and you make an attempt, it will not go away, you cannot close it out, I have to reboot my system to make it go away. I have checked my settings and have found nothing has changed but it is a no go. Thanks for any help.

Kudos0

Re: Unable to access Identity Safe

Same exact problem here.  Spent half an hour on hold for live chat.  Ahmed (or something like that) finally came on to help me.  Wanted to take over my computer to fix it.  He sent me a link for remote access and I clicked it and nothing happened.  I waited, waited, he said nothing so I finally asked if he was still there.  He repeated the instructions for me to click the link and view downloads and click run.  I did all that again and still, nothing.  He again repeated the instructions.  I tried it again.  Then he sent me another link, so I tried that one.  Nothing.  Finally I said that nothing was happening on my end and he said we were having connection difficulties (my internet is fine, by the way).  Then he told me to follow directions and do it myself.  I said "Do what myself?"  He told me to run live update until it says no more updates required (I had already told him my product was up to date and I had the newest version installed) and restart my computer.  If that didn't work, he told me to use the removal tool and reinstall Norton.  I asked if this was a known problem and if others had this issue.  He told me no, it was because I updated my browser (which I didn't by the way).
I did both, live update was up to date, restarted (for about the 10th time in the last 2 days), nothin.  Reinstalled Norton completely and though the problem looks a little different now, it is pretty much the same.  Now I get this larger window, prettier.  I'd attach a copy but it wont let me.

Kudos1 Stats

Re: Unable to access Identity Safe

I'm also having this same problem and I've also had to use Task Manager to end the program.  Looks like a lot of us have this - is Norton going to reply and help us out?

Kudos1 Stats

Re: Unable to access Identity Safe

This morning I tried logging into my ID Safe but it kept giving me a message that my login credenticals were invalid.  So I requested a pw reset.  Reset accepted but apparently only for the Account not the safe.  I've tried several times now and am locked out of my ID safe vault.

WHAT IS GOING ON???

Kudos1 Stats

Re: Unable to access Identity Safe

I was able to log into my account but had to reset my pw for it before I could.  But still cannot access my ID Safe vault.  Nothing  is working  and I am now locked out of my ID Safe vault without any way to fix it.

Kudos1 Stats

Re: Unable to access Identity Safe

Ok tried your suggestion to vault from my account and it was successful.  WHY won't it work from the vault on my pc desktop or on the browser window?

Kudos0

Re: Unable to access Identity Safe

Is anyone from Norton here?
Kudos1 Stats

Re: Unable to access Identity Safe

Customer support has brought the issue to our attention, and we are analyzing the problem.

I will respond to this thread when I have a solution.

Kudos0

Re: Unable to access Identity Safe

This is one of if not the biggest reason the vault should have been left on the system as Local and not in the Cloud. This behavior appears a lot like the symptoms of a system that has been hacked. The fact that even after logging in to the ID Safe portal the ID Safe toolbar still shows the vault as closed makes me even more suspicious. At this point, I'm having serious doubts about the security of the information stored in the Identity Safe vault. I do not have the time to go and change my 789 logins that are stored there. Like the rest of the posters in this thread, I would like to know how this happened in the first place. As a business person, what am I supposed to tell my clients regarding this issue and when it will be fixed? None of the solutions listed here - the multiple reboots, etc. - are working. What exactly was supposed to be accomplished my rebooting the system 2-3 times anyway? Does someone there really believe that by rebooting something magical will happen to fix the issue? It would appear that the problem lies in the cloud and the ID Safe portal and not on the users machine. Otherwise, odds are that the issue wouldn't be identical on the variety of systems that have been affected.

Here's an interesting screenshot from the ID Safe Portal. Notice the dropdown from the Access Vault button. Considering I am logged into the site why does the system need to be restarted again?

Main PC: Windows 7 Ultimate (64 bit) - AMD FX-4130 3.8 GHz - 16 GB DDR3 1600 - NIS 2013 (21.1.0.18) - NU 16 - IE11, Firefox, Safari, Chrome 31
Kudos0

Re: Unable to access Identity Safe

This is one of if not the biggest reason the vault should have been left on the system as Local and not in the Cloud. This behavior appears a lot like the symptoms of a system that has been hacked. The fact that even after logging in to the ID Safe portal the ID Safe toolbar still shows the vault as closed makes me even more suspicious. At this point, I'm having serious doubts about the security of the information stored in the Identity Safe vault. I do not have the time to go and change my 789 logins that are stored there. Like the rest of the posters in this thread, I would like to know how this happened in the first place. As a business person, what am I supposed to tell my clients regarding this issue and when it will be fixed? None of the solutions listed here - the multiple reboots, etc. - are working. What exactly was supposed to be accomplished my rebooting the system 2-3 times anyway? Does someone there really believe that by rebooting something magical will happen to fix the issue? It would appear that the problem lies in the cloud and the ID Safe portal and not on the users machine. Otherwise, odds are that the issue wouldn't be identical on the variety of systems that have been affected.

Here's an interesting screenshot from the ID Safe Portal. Notice the dropdown from the Access Vault button. Considering I am logged into the site why does the system need to be restarted again?

Main PC: Windows 7 Ultimate (64 bit) - AMD FX-4130 3.8 GHz - 16 GB DDR3 1600 - NIS 2013 (21.1.0.18) - NU 16 - IE11, Firefox, Safari, Chrome 31
Kudos0

Re: Unable to access Identity Safe

And finally it's working.

Why did it take so long to get you people to look at it?

Kudos0

Re: Unable to access Identity Safe

From the trace logs, it appears that subdirectories under the following location have restricted access (possibly due to some logic in the patch but that is TBD):

     C:\ProgramData\Norton\{B7B64E4E-97E8-48AA-AF62-F11B5FF9819D}

Until a code change can be deploy, a possible work-round might be to use Windows Explorer to manually modify the access of the subdirectories under C:\ProgramData\Norton\{B7B64E4E-97E8-48AA-AF62-F11B5FF9819D}.

Kudos2 Stats

Re: Unable to access Identity Safe

This is what I keep getting but I am able to log in online just not through Norton 360.

Kudos0

Re: Unable to access Identity Safe

Mine still doesn't work, same ole' thing different day. I quit trying, turned it off and went through when I got signed in through Norton and deleted everything, enough is enough, when will people and companies learn that if it's not broke then don't fix it. It will make me question whether or not I will renew my subscription this August when it comes due.

Kudos1 Stats

Re: Unable to access Identity Safe

Yeah, glad that works for ya, john_meade, but if I was really in to recoding things on my computer don't you think I would be smart enough to remember all of my passwords (or at least a secure way to keep them all that doesn't involve bogging my computer down with Norton)?  I have 47 days left on my subscription to Norton 360.  I have been running one version or another since 2006.  My brother in law has been telling me to switch to something else for ages, and for the first time I am considering it. 

Kudos0

Re: Unable to access Identity Safe

I am having the self same problem, which started today 6/18/13, as everyone who has posted here and quite frankly I still don't see a solution, in lay man's terms, to fix this problem.

I a running win7 O/S and using the latest version of Firefox as my browser.

Thx!

Kudos1 Stats

Re: Unable to access Identity Safe

Hi everyone,

Our team is working to resolve this issue quickly. Thanks for providing us with the info to identify the cause.

In the meantime, we've found the following workaround also resolves the problem. We only recommend following these steps if it is critical that this issue is resolved for you:

1) Temporarily disable Norton Product Tamper Protection (Launch NIS > Settings > General > Product Security)

2) Rename the file C:\ProgramData\Norton\{B7B64E4E-97E8-48AA-AF62-F11B5FF9819D} to something else (e.g. C:\ProgramData\Norton\{B7B64E4E-97E8-48AA-AF62-F11B5FF9819D}-original). If you cannot find the folder "ProgramData", it is likely hidden. Open the Control Panel > Folder Options > Show Hidden Files and folders, and make sure "Show hidden files, folders, or drives" is checked, then click OK. Then rename the file as stated above.

For XP, the folder is located at C:\Documents and Settings\All Users\Application Data\Norton\{B7B64E4E-97E8-48AA-AF62-F11B5FF9819D}

3) Enable Norton Product Tamper Protection again

4) Reboot your system. The directory above will be re-created, and you will need to logon to your Norton Account and Online Vault again.

We're very sorry for the inconvenience, and this workaround should help to resolve the issue while we work on a resolution. Thanks.

Kudos0

Re: Unable to access Identity Safe

Tried your fix.  Performed a login and still get bounced.  When I check the "Program Data" folder; the orginally renamed folder {B7...19D} is still there and no new folder has been created by the software.

This tells me you still don't understand what the problem is.

Kudos0

Re: Unable to access Identity Safe

OK attempted to rename directory after disabling tamper protection and I get an error stating that I cant remname the directory as another application is using it.  SO back to the drawing board on this one fellas. 

Kudos0

Re: Unable to access Identity Safe

Try the instructions with Windows started in Safe Mode, so that Norton's Realtime is not running,  Still turn off Anto-Tamper

Quads

Kudos0

Re: Unable to access Identity Safe

I have the same issue .....  any update on the fix ????    I Contacted NIS Support last night and was told...

....

"

Thank you for the information. As of the moment, we are having a server issue with our Identity Safe that is

why we are unable to log in at this time. However, nothing to worry, our engineering department is already working on it and

it will be fixed after 24-48 hours. ....." ...... "No need to make any changes on your vault." .....

I (and probably others) react to problems like this by thinking that we have entered the wrong password / login info and then begine resetting passwords and logins to no avail .....   then we have to go back and fix what we changes /messedup.    Sometimes most frustrating ....

Thanks for letting me rant  ....

Any updates on the issue ???   (Numerous updates and reboots have no effect ...)

Kudos0

Re: Unable to access Identity Safe

Tried the temp fix, didn't work for me.

The program (N360) is acting when I try to login, as if it cannot connect to 'My Account' via the 'Login Assistant' button but I am able to connect via other areas of N360.

Don't know if that helps.

Kudos1 Stats

Re: Unable to access Identity Safe

I have the same issue as khfcfan.  The "My Account" section of N360 is logged in (as it shows the details of my subscription) but I cannot log into Identity Safe.

QCDell XPS 14zWindows 8 ProfessionalNorton 360 v6
Kudos0

Re: Unable to access Identity Safe

When this problem is solved I would like to remove the Identity Safe from the cloud and return it to my local machine, please Norton make this an option for us users.

It has been over 8 hours since the last update from Norton to this thread and I understand these things can take time but more regular updates would be helpful, even if it just to say it is being worked on.

Kudos0

Re: Unable to access Identity Safe

I apologise if this observation has already been noted above (I haven't read all of the posts) but I think this error is the result of a bad patch, which has been recently published.

I started experiencing this issue after I installed updates to my system this morning.  Once I realised I couldn't sign in I uninstalled N360 using the Norton Removal Tool and then reinstalled it.  After that, everything was fine and I was able to sign into Identity Safe until Norton LiveUpdate downloaded and installed a patch then it was back to square one.

QCDell XPS 14zWindows 8 ProfessionalNorton 360 v6
Kudos0

Re: Unable to access Identity Safe

[EDIT: Thanks to everyone for volunteering; we do not need any more volunteers for testing this potential fix. We've performed extensive testing and are confident in the patch. More info to come shortly]

Hi everyone,

If anyone is interested in testing a potential fix for this issue, please send me a Private Message with the subject "Testing Identity Safe Fix". It will entail downloading a small file, renaming a Norton Product file and replacing it with the new downloaded file.

If you do not feel comfortable in performing these tests, please do not contact me about testing the fix. This is not a final released fix for the issue, though we are confident in it. However, with any testing situation, there's always potential for an error.

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

Re: Unable to access Identity Safe

Your solution is just a bandaid.  But, I still cannot access my vault no matter what I try.

Sure I can log into it from my Norton Account, but I do not like that and refuse to use it.  I want my security ID Safe info on my local computer....this is what I want to see fixed if indeed it is true that Norton has moved it to the Cloud. 

Until the Cloud can be proven to be totally safe from hacking, I do not want my information there.  Please fix this issue. 

Kudos0

Re: Unable to access Identity Safe

Me too.

Pop-up window "Failed to log in ..." and this happeded after a Norton request to "apply a patch" update.

HELP!

Kudos0

Re: Unable to access Identity Safe

I am having the same issue.  The online chat has been able to fix it each time but it takes 30 min for them to do it.  Its uninstall and reinstall / restart numerous times to get it to work....then it works once or twice and then I am back to square one.  Each time I am notified that it must be something I am doing or something I have installed on my system.  Funny..I have it on 3 different computers...none of which use the same browser.  I use chrome, IE, and FF.  They all have the same issue.  I can access ID safe info in the cloud but am locked out using the browsers/Norton ID Safe/360.  Each time I get to the point where it asks me to log into my Norton account..Even though the password is correct it tells me it is not.  I know it is correct since I can access my Norton account through the regular web site.  On top of that...get the error in the Norton program telling my I failed to enter the correct Norton account password...The "x" to close that window is grayed out and I have to ctrl-alt-del to close the Norton windows.  Would love an update on this!

Kudos0

Re: Unable to access Identity Safe

Any news from the service provider (Norton) about a "fix"?

Kudos1 Stats

Re: Unable to access Identity Safe

@ doctor_who, Rabbithouse and others:

Have you seen Tony's request for assistance in the following link?

http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Unable-to-access-Identity-Safe/m-p/977269/highlight/true#M11537

If you are willing, please assist him in testing the fix tht you are seeking!

Kudos1 Stats

Re: Unable to access Identity Safe

Hello.

With all respect, this is core problem (how many thousands of Users are afflicted?) and should not be handled on a piecemeal "neighbourhood" approach.

Clearly, there is a software issue that requires a system-wide resolution that is officially available to All.

I am not that IT clever to start fiddling around with files and coding; that's not what I pay Norton for.

Norton must test a solution and make it automatically available with haste.

Kudos0

Re: Unable to access Identity Safe

FWIW - not everyone is suffering with this situation and as Tony said "If you do not feel comfortable in performing these tests, please do not contact me about testing the fix."

I was just trying to make sure that those who do suffer from this situation are aware of the opportunity to assist with the verification.

Kudos0

Re: Unable to access Identity Safe

If not  everyone is suffering from this issue, then why is there a problem?  What actually was messed up and by who/what?  I recently had a Microsoft update which ALWAYS messes my stuff up.  I always have to reinstall my graphics drivers after that.

Could there be a conflict there?  I am running Windows 7 Ultimate and am not happy this is happening.  Fortunately, I had made a backup of all my ID Safe passwords and login IDs but I should not have to depend on my spreadsheet to find all the IDs and PWs I need all the  time. 

.../sigh...this is getting frustrating.

Kudos0

Re: Unable to access Identity Safe

Although I understand the frustration is different for each of us..I am happy to assist.  I will try and reach out to him.  I still would like to hear something more substantial about it though.  For me, an acknowledgment  of a significant issue that they are working on...and an idea of how close a fix might be is part of a good risk analysis and customer retention program.  By risk analysis, I mean the risk of loosing customers who think it is on the back burner. 

Kudos1 Stats

Re: Unable to access Identity Safe

Guru statesa: "...not everyone is suffering with this situation..."

Oh, it's awfully nice to that I have been singled out for "special treatment" in having this error (I wonder how the error got through all the Norton security on this new device? In effect, not a case of "fail save" but "safe fail" within Norton?).

From my initial forum posting here, six hours on and no automatic fix update via SMART UPDATE.

Is anyone working on a professional remedy for this issue, and, even though it's for little ol' me (as it's not everyone...) it would be nice to obtain?

Norton Customer Service?

Kudos0

Re: Unable to access Identity Safe


doctor_who wrote:

Guru statesa: "...not everyone is suffering with this situation..."

Oh, it's awfully nice to that I have been singled out for "special treatment" in having this error (I wonder how the error got through all the Norton security on this new device? In effect, not a case of "fail save" but "safe fail" within Norton?).

From my initial forum posting here, six hours on and no automatic fix update via SMART UPDATE.

Is anyone working on a professional remedy for this issue, and, even though it's for little ol' me (as it's not everyone...) it would be nice to obtain?

Norton Customer Service?



doctor_who wrote:

Guru statesa: "...not everyone is suffering with this situation..."

Oh, it's awfully nice to that I have been singled out for "special treatment" in having this error (I wonder how the error got through all the Norton security on this new device? In effect, not a case of "fail save" but "safe fail" within Norton?).

From my initial forum posting here, six hours on and no automatic fix update via SMART UPDATE.

Is anyone working on a professional remedy for this issue, and, even though it's for little ol' me (as it's not everyone...) it would be nice to obtain?

Norton Customer Service?


Uhmmm - what are you talking about? 

I wonder how the error got through all the Norton security on this new device?  What new device are you referring to?

 " no automatic fix update via SMART UPDATE.  I am sorry I do not follow what you are saying.


Kudos1 Stats

Re: Unable to access Identity Safe

I think I can reply to the post above on behalf of everyone who is irritated by this ongoing issue. Uhmmm get bent. Thank you for your time.

Kudos1 Stats

Re: Unable to access Identity Safe

I am also being affected by this issue.

Kudos0

Re: Unable to access Identity Safe

Glad to see someone is working to assist with the verification, rather than name calling and just complaining!

http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Identify-Safe-Login/m-p/977291/highlight/true#M11540

Kudos1 Stats

Re: Unable to access Identity Safe

Yes,  I also have the login issue and volunteered to test the fix.  It worked so I am sure a permanent solution is coming.

Kudos1 Stats

Re: Unable to access Identity Safe

I have checked with several of my friends who use Norton 360 and 4 of them reported that they have the same issue. 

Kudos1 Stats

Re: Unable to access Identity Safe

I am having the same problems also when trying to log into the Password Vault but I can log into my password vault on my iPad using the IOS App with out a problem.  Also I can log into my account using the Norton Control Center  and the Web just not the ID Vault.  To me it looks like the ID Vault can not reach its server to verify the account.

Kudos0

Re: Unable to access Identity Safe

I reported this problem via chat yesterday.  It is comforting to know the problem is widespread.  It is not comforting to know I have gone several days without being able to use Identity Safe.  The problem only occurs on one of my three PCs running NIS 2013.  I have run Norton Removal Tool and reinstalled NIS from a download.  The failure on logging into my Norton Account when trying to open the online vault is a solid failure, even after reinstalling NIS, twice.  A fix would be appreciated.  Soon!  Thanks.

Kudos0

Re: Unable to access Identity Safe

Dear NORTON employee.

Will there be any OFFICIALLY sanctioned fix for this Safe Opening issue within the next 24 hours that will be available via SMART UPDATE?

Thank you.

Dr. Walter.

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