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?

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

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

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.

Hello Gaunt

What version do you have of N 360?

Thanks.

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?

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.

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

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.

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.

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.

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.

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¢. 

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!