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Kudos1 Stats

Unable to open my online password vault.

So this is a problem that I had over a year ago, and now this is happening again...

I am unable to open my online PW vault within IE-11 or Google Chrome.   I will enter my vault PW, and it acts as if it is trying to open the vault (for far too long) and then I get an error message that it has "timed out".

Side note: The only pc I am able to login to my vault with is my old laptop, running Win XP / IE-8.

All of the other pc's in the house are running Win-7/64 bit, and I used to be able to open my vault without exception.  Something has happened (update in someone's software I assume) and now I can't get it to work.

I sat online with tech support for over 4 hours, (RM) and he was unable to figure anything out.  I can't possibly be the only person having this issue!?

Replies

Kudos0

Re: Unable to open my online password vault.

Welcome Brian,

Perhaps not but you are the only one to have reported the problem so far.

I'm running W7x64 right now and not having a problem with the vault. I will assume that you have rebooted and that you have run live update on your Norton product as well as checked for operating system updates.

I have seen where dealys due to network traffic - on the Internet - have caused delays during this holiday season. If it continues post back and we'll see if anyone at Norton can shed som light on the problem.

Keep us posted

Dick Win 10x64 current current NSBU
Kudos0

Re: Unable to open my online password vault.

I have been having same problem for several months.  I can log on to my online vault from my desktop.  I can also log on and see all my online log ins in the vault through my account on this laptop.  However, when I try to log into the vault, it gets stuck "validating password" and then times out.  I spent several hours with someone from tech support who was unable to solve it.  He said I would receive a call back within 24 hours and that has been more than a month ago.  Can't find my support ticket number now so guess will start from scratch.

I have disabled and re-enabled Identity safe.  Run live update and allowed NOrton to auto fix installation.  The tech support person took control of the computer and did various reinstalls and digging for files in registry.  No luck.  

One odd thing I notice in my account is that it shows 2 installs, but 3 devices.  I believe it is showing this laptop as both a Windows 8 and Windows 8.1 device.  Not sure since I have several Norton licenses tied into one vault.  But I do know there is something wrong that it shows a Windows 8 device since all our Win8 computers have upgraded to 8.1.  Perhaps Vault is confused about what device is logging in?  Grasping for straws .......   

Kudos0

Re: Unable to open my online password vault.

Update:  Worked with tech support yesterday and the problem is finally fixed!  Still not sure exactly what problem was, but here is what we did:

- Uninstalled and reinstalled Norton 360 

- In Norton Manager, the computer having problems was showing up as both a Win 8 and a Win8.1 computer.  Repeated efforts to redetect still showed it as Win 8 instead of Win 8.1.  Even after the reinstall,, it detected as a Win 8 computer.  So we deleted the extra device and renamed the computer in device manager to note it as 8.1.  Crazy,, but it worked - as soon as name of computer reflected the proper operating system, the vault opened right up.  My guess is that when Norton was trying to validate the password when opening the vault, it got hung up trying to figure out which device was opening.  

I realize you're not on Windows 8, but you might check your Norton Manager, look at devices and make sure the computers and operating systems match what you really have subscribed to Norton.  

Good Luck!

Kudos0

Re: Unable to open my online password vault.


StellaCP wrote:

...  But I do know there is something wrong that it shows a Windows 8 device since all our Win8 computers have upgraded to 8.1.  Perhaps Vault is confused about what device is logging in?  Grasping for straws .......   


The Norton Management "auto-generated" default device descriptor name that's created for a Windows-8.1 installation (for either an upgrade or new install) is reported simply as Windows-8.  FWIW, You can use the "pencil icon" located adjacent to the device descriptor (at the Norton Management website) trename the device installation to anything you'd prefer it to be.

Unfortunately, this bit of information is of absolutely no help in regards to your online vault access difficulties.

 

Kind regards,

John

 

Kudos0

Re: Unable to open my online password vault.

Thanks, John.  The other computer on the subscription did autogenerate a name wiith Win 8.1 on the suffix and the computer with the vaullt problem did not.    I realize that this solution makes very little sense, but all I know is that a reinstall alone did not allow the vault to open.  Norton was definitely confused which computer was opening.  The Norton Manager shows each device and when it was last online.  There was a discrepancy between the computers Norton showed online and when the actual computers in the home were online.  

Whether or not it was the name or possibly the act of renaming the computers caused the device detector to properly identify the actual devices, somehow ...... the problem fixed after we  changed the device name.  Crazy, but true.  Just offering the info to try and help.  If nothing else but to offer hope - the problem confounded several Norton tech support people over two remote sessions.  I'm just happy it is fixed, however it happened.

Cathy

Kudos0

Re: Unable to open my online password vault.

ps - to clarify - The computer with the vault problem, identified as Windows 8 even after the reinstall, showed offline in Norton Manager when I was actually accessing Norton Manager from that very computer.  So if it couldn't see it was online, even when logged in to Norton, it makes sense that the Vault couldn't connect and validate.

When we renamed the device, then redetected devices, it picked up the correct computer and showed it online.  It may be total coincidence that we renamed it 8.1.  Maybe we could have named it Fluffy and just renaming it caused it to detect properly.

:)

Kudos0

Re: Unable to open my online password vault.

FWIW, I too have (in the past) seen the Norton management components get "out of whack" and ended up using the Norton Management site to remotely force uninstall and then re-push a fresh installation to the "misreporting" system in order to get it "corrected".

BTW: From what you're saying, it sounds as though the newer Management components (now built into the v21 products) do distinguish between a 8.0 and an 8.1 Windows installation - which is (when working correctly) a good thing (confusion-wise).

Thanks for your response!

Kind regards,

John

Kudos0

Re: Unable to open my online password vault.

*UPDATE*

So, I finally connected with a support technician that really knew what he was doing...


I'm not all that tech savvy, so please excuse the following:

 

The problem was with some corrupted Norton files/folders.  First he had to uncheck the Norton Tamper Protection in the settings menu, then he went into *\programdata/N360\* and deleted a few files.  (I'm sorry, but I can't remember which ones they were) After a simple restart, all was fixed!  I don't remember what he said verbatim, but I believe it was some ype of update files that were corrupt, and once they were removed and the computer restarted, the folders were repopulated with new versions of those files.

 

I realize that is of no real help to anyone who may be suffering this same issue, but now at least if your using remote management with a Norton tech support member, then you can know whether or not he/she is on the right track, or just wasting your time trying to browse around the software settings, and restart your pc multiple times!

Kudos0

Re: Unable to open my online password vault.

In the for what it's worth department, I too was unable to open Identity Safe, trying two different browsers and two different computers. Each computer runs Windows 7. The browsers I use are FireFox v26 (primary browser) and IE. The vault would exhibit the symptoms you described.

I got in touch with Norton through online chat. Was connected with a tech who knew what she was doing also (or maybe it's happened to enough people that they just do a standard fix...). I allowed her to connect to my computers and what she basically did was to uninstall anything of Norton that was on my computer (NIS on main computer was only Norton.... laptop also had Norton Utilities), remove any trace of Norton, and then reinstall everything.

It fixed the problem, whatever it might have been, and I can now get into my safe with no difficulty. If you end up trying to go this route, however, be prepared to spend time..... It took about an hour for each computer. Since they were cured, I feel it was 2 hours well spent!

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