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Unable to login to account in ID safe


I have NIS 21.6, with win 8.1.

When I try to access vault, after putting my email address associated with Norton account, when it ask for the account password ( not the vault password )..it says "incorrect password" .

But when I go to mynortonaccount.com I can login with same password.

I have tried with different email ( different account ), but it's still the same.

And also I can't login to my email in product interface, it says the error " failed to login "

I have tried running NRT 3 or more times, removed all norton folder from program data and even some if it's registry contents...but it's a no go.

In my other computer everything is working fine.

Any Idea what's the soultion ?


Kudos2 Stats

Re: Unable to login to account in ID safe

Hi, please boot the computer in safe mode. Navigate to C:\ProgramData\Norton, delete the folder: {B7B64E4E-97E8-48AA-AF62-F11B5FF9819D}. Navigate to C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\\Framework and delete OPS.db and OPS.db.bak along with h%hash_value%.db. Reboot the computer to normal mode, open the Norton product, under Administrative Settings, enable Remote management. Sign in to Norton account and then the Identity Safe vault. Please let us know if you need any assistance on this. Thank you.
Kudos2 Stats

Re: Unable to login to account in ID safe

Pardon the interruption Venkatesh_B, but I am trying to follow along (for my future info) and I do believe you left out part of the location:


On my Win 7 install of NSBU the Framework\ OPS.db & OPS.db.bak are located in the NSBU folder as shown below:


Since it is NIS I would guess it would show as NIS_21.1.0.18 (or what ever version was used for the current install, instead of the NSBU number.

<Edit:  Found this old post and am curious if Norton Tamper Protection comes into play with this change?

Once again sorry for the interruption .


Re: Unable to login to account in ID safe

yank, thank you very much for the correction. My fault. I gave 2 slashes before Framework for the (product name) which I should have included before posting. Thank you. @Diusi,in your computer, it must be C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS 21.6.x.x\Framework
Kudos1 Stats

Re: Unable to login to account in ID safe

It got fixed.

I renamed B7 folder in program data..and it got fixed.

Thanks for all you help...


Re: Unable to login to account in ID safe

Excellent Diusi! Thank you for updating here. You can mark the post that had the solution for your issue for the convenience of others. Thank you once again. @yank : Just noticed your edit. Yes, Norton tamper protection does come into play here. However, since these files are related to the product to link with the account, modifying them will not be possible in normal mode unless one kills the processes manually which might be a difficult task as well as time consuming. Hence I suggested Safe mode. Thank you.

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