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Kudos0

Unable to Login to Norton Identity Safe Vault

I am recently unable to login to Norton Identity Safe Vault. When I click on the Vault Is Closed button on the toolbar, I am getting a new message that says to "Get Started" and access my vault I need to login or create a new account. When I login, I put in my email and password. The screen refreshes then asks me to enter the numbers/letters that appear on the screen (to make sure I'm a real person), and I am required to enter my password again. When I do this the screen refreshes and takes me back to the original "Get Started" screen, so basically I'm in a loop and I'm not going anywhere.

I've downloaded all the updates (just checked and no new versions are available). I've tried entering the vault through the toolbar on both Internet Explorer and Google Chrome, both without success. I am able to get into my vault through Norton's web site.

Any advice is appreciated. I am running Windows 7. This problem didn't start until I got a message from Norton saying that it updated and "streamlined" my Norton 360 Premier product.

Thank you!

Replies

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello

Welcome to the Norton Community Forum

Did you have an online vault before you were updated to version 22.5.0.124?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Accepted Solution
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Yes, I've used the vault for a long time. I just got it working again. My subscription was expiring anyway so I upgraded to Norton Security from Norton 360 Premier. Maybe that did the trick.

Thanks!

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello Brent

If you have any days remaining from your N360 sub, if you have a chat with customer support, they will add those days to your subscription.

.Please contact the free chat program by using this link.

http://www.norton.com/chat

If your issue is solved, could you please mark the post which solved your issue? This way your thread will show as solved and if someone else has a similar issue, they will be able to find it in the Search feature.

Thanks

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

My Vault is not working also, it is just looping from Get Started Sign In screen to the Norton 360 Premier sign in screen, and then back again (JUST LOOPING) never opening up the Vault.  My subscription is NOT expiring, I do not need to purchase any new upgrade, I checked for the online free (as in part of service for purchase product) upgrades, it tells me that I am current.  This IS NOT a fix for me.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

@vkester, I've sent you a private message requesting more info via the forum.  Please check it when you get a chance. Thanks. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos1 Stats

Re: Unable to Login to Norton Identity Safe Vault

This worked for me (win 7 x64; Norton 360):

I think what I ultimately did to resolve this was to open my Norton 360 console from my system tray.  I was already signed in, so I signed out.  Closed Norton 360 console window.  Closed Internet Explorer and opened a new instance of Internet Explorer.  Clicked on "Vault is Closed" and then when prompted, I signed into my Norton Account.  The next prompt I received was to Login to my vault.  I logged in to my vault and now all is good.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello stl stenzel

Thanks for giving some good feedback and sharing how you managed to get into your vault. Your method should help with other users who may have this problem also.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

My vault also stopped working this week, I can no longer sign in on my pc computer. Windows 10, Norton 360. I get a constant loop of "Get Started" 

I have removed and re-installed Norton 360 twice.
I have signed out of Norton all together and restarted the pc and signed in again, still get looping "Get Started" for Identity Safe.
i CAN access my vault on my android phone without a problem using same passwords.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello Gaunt

What version do you have of N 360?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Norton 360 22.5.4.24

I know the problem now, You cannot sign in to Identity Safe if you are already signed in to Norton 360, you must be full logged out of Norton products and log back in using Identity Safe window NOT at the top of the main 360 screen.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hi Gaunt,

I'd be interested in how you removed and reinstalled N360.  Did you use the Norton Remove and Reinstall Tool, did you remove it via Control Panel and if so, did you then run the Norton Removal Tool, or did you just run the Norton Removal Tool without first removing it via Control Panel?


 

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hi Gaunt - you responded while I was typing - so I just now read your last reply.

What you said doesn't sound correct. I am signed into Norton at the top of my product almost all the time and as a result, all I need is the Vault password when I use the NTB.

You must be signed into your Norton Account (somewhere within the product) prior to being able to enter your Vault password. 

Sorry if I am misunderstanding what you are saying.

Kudos1 Stats

Re: Unable to Login to Norton Identity Safe Vault

As to the removal, I did use the Remove and Reinstall tool.

"What you said doesn't sound correct. I am signed into Norton at the top of my product almost all the time and as a result, all I need is the Vault password when I use the NTB."

That is exactly how mine worked for the last 3 years, until this week.

This week if I try to launch Identity Safe it acts like I am not signed into my product (even though I am). I just get this screen over and over, I never get to the Vault password screen:

Now if I log out of all Norton products and try to log into Identity safe, I finally can get to the Vault password screen.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

That's really strange - if you can live with that - that's your decision. 

Since you used the Norton Remove and Reinstall Tool (NRnRT), I was going to suggest you uninstall via Control Panel, run the Norton Removal Tool and then reinstall and see if that corrects the situation.  This cleans up a bit more digital debris than the NRnRT, affording a cleaner install.  I would Export a copy of my ID Safe Data in both .dat and .csv format to be on the safe side - although the data should not be lost during the procedure.

Kudos1 Stats

Re: Unable to Login to Norton Identity Safe Vault

Thanks Gaunt,

Just confirming back to you that your solution works.  I was also having the same issue to do with the looping login screen when trying to login from the Norton toolbar in IE.  I am not at end of subscription, am up to date with all updates, running Windows 8, have NOT tried to uninstall and reinstall, and didn't knowingly update or change anything on my PC.  The problem first occurred last week and wouldn't go away.

To confirm your solution, I went to the system tray, clicked the Norton console icon.  The Norton Console was already logged in to my Norton account so I logged it out. Closed IE.  Reopened IE.  Logged into Vault from the toolbar in IE.  It asked for me to login to Norton first (as per the dreaded looping login screen) but this time it logged me in and then presented me with the Vault login screen (hurray!!).  Logged in to Vault and it's working fine.  Not sure if I will have to use this method every time yet, because I haven't rebooted yet, but I guess I will find out.

I have never had this issue previously, and I haven't changed the way I do things.  I've used Vault successfully for several years, so yes, this was strange.

Thanks

Daffodil The Duck

Kudos1 Stats

Re: Unable to Login to Norton Identity Safe Vault

Another success here using the 'sign-out' from System Tray first.  To echo others, this has only happened within the last week, never had this issue with it before

D

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Signing out from the System Tray first then logging back in via the Vault in the Norton toolbar also worked for me. This has also only happened to me in the past week and I have been using Vault for years.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Thursday 29th October 2015,

I Opened NIS from the system tray then at the top right of main window clicked email address to sign out. I then clicked the Identity Box and above that clicked the 'ON' of 'Identity Safe ON' to switch it OFF. Reboot computer. Open NIS from system tray again and turn Identity safe back ON. When you try to open Identity safe the login with the 'GET STARTED' shows again but this time it worked when email and password entered.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

My family member's account is having the same problem. I contacted Norton support and I'm trying step 3 (sign out of everything and reboot) to fix the issue. I'll let you know if it works.

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello tigerluver

Good luck and hope it works for you.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hi everyone,

We have released a new product update 'Norton 22.5.5.14'  [English Only now] which fixes this issue. 

Announcement Here: https://community.norton.com/en/blogs/product-update-announcements/norton-2255-product-update-available-now

Could you please run Live Update until all the updates are installed and then check for the issue?

Please let us know if you still face the problem.

Thanks for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Same issue as everyone else, for the second time this year.
Not specific to any browser.
I'm not spending any more hours with Tech support: This product is more trouble that it's worth.

I'm going to install LastPass

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello jswynd

Do you have version 22.5.5.15 installed on your Norton product? You may be able to solve your issue right here in the Forum.  The first step would be to tell us what the issue is and what you have tried to fix it please? You can install LastPast and still continue to use your Norton product until the Norton Toolbar for Firefox is finished with being constructed from the bottom up. I have confidence that once this new Toolbar for Firefox is completed, it will be a piece of art. Have you seen the Announcements on top of this Page about the Compatibility of Norton and the Firefox program?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Norton AntiVirus 22.5.5.15.
Windows 7 Pro

Excuse me floplot, but I have indicated what my issue is, and that I've spent hours with your tech support.
The loop issue is not specific to Firefox, or any other browser, as both myself and the OP have also clearly indicated.
My point being that I have already spent more hours with Tech support uninstalling and reinstalling all Norton products. Looking at cancelling my subscription and looking for a security software that doesn't take time out of my day to keep it functioning. 

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

jswynd:

Norton AntiVirus 22.5.5.15.
Windows 7 Pro

Excuse me floplot, but I have indicated what my issue is, and that I've spent hours with your tech support.
The loop issue is not specific to Firefox, or any other browser, as both myself and the OP have also clearly indicated.
My point being that I have already spent more hours with Tech support uninstalling and reinstalling all Norton products. Looking at cancelling my subscription and looking for a security software that doesn't take time out of my day to keep it functioning

I totally agree with you about users spending time with tech support uninstalling and reinstalling Norton Products. Please remember they are scripted techs and assistance from the forum is not scripted - although much of it is repetitious as users do not use the search function on the forums prior to asking the questions.

The portion I bolded above always confuses me when  users cite the Identity Safe (Password Manager portion) as the reason to cancel a subscription.  The Password Manager is in fact a free program offered by Norton to everyone.  True it comes as part of the Norton Products (making it very convenient to use and keep updated), but you do not need to have a subscription to any Norton product in order to use it.  It is actually offered as a free Password Manager when you uninstall Norton.

Just my 2¢. 

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Hello jswynd


Excuse me floplot, but I have indicated what my issue is, and that I've spent hours with your tech support


I am not a Symantec Employee nor do I own Symantec. Therefore it is not my tech support. I am another user as you are a user. This Forum is mainly a user to user Forum. A Guru is a user who  Volunteers and who has been asked by Symantec to be a Guru. We spend hours trying to help consumers of the Norton products.

I had mentioned you might be able to solve your problem right here in the Forum The Forum is not part of Tech Support. Tech Support is made up of Norton Employees who use scripts for the most part as yank pointed out.. We try to help other users here and we do help with some issues and we do have contact with the Norton  Employees and these Employees are not the Tech Support people. The Tech Dept. is one method of trying to aid the consumer and the Forum is another way of trying to aid the consumer.

The 22.5.5.15 update was just released last week, if it didn't work for your issue, we would like to know about it so we can report it to the correct Norton Employees. This update fixed many different issues. Are you saying that the new update hasn't fixed the looping issue for you? Mohan who is an Administrator asked to let him know if the update didn't fix your issue. If you had a problem with Tech Support, I would like to know that and so would another Symantec Employee.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Same is now happening to me, after installing Norton Security as it was due to expire. Used the Vault/Identity safe without issue for several years, but now stuck on a loop. Uninstalled and reinstalled, ran live update to get the patch that Norton says fixes this bug, tried the signing out, restart & signing in again. The online vault is still there, but I've run out of ideas, and help much appreciated!

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Update: it appears to have randomly now started working fine...I guess I must have done something slightly different on my last attempt, I just have no idea what it was so can't help anyone else still in this predicament...

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

[Admin Edit: This message has been moved to a thread of its own]

Kudos0

Re: Unable to Login to Norton Identity Safe Vault

Howdy,

       Simply easy thing to do works after all.

July 8th 2016.

Thanks

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