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Kudos0

Unable to sign in

Between the firmware update and the app update,  I'm now getting the error message "Unable to sign in"  "Please use a Norton account associated with a Norton Core".  I'm able to login using the same name and password on the norton web side and can see that I have an active subscription that runs through 8/31/2018

Replies

Kudos1 Stats

Re: Unable to sign in

Hi @dgt01 - This is being researched and investigated.  It is not affecting everyone, but I know of at least two other people with the same symptoms.  When we have more information, we will provide it.   

Thanks,
Dave

Kudos0

Re: Unable to sign in

I have this same problem. App kicks me back to sign on screen. Norton Coreis flashing white light and I have no WiFi.

Accepted Solution
Kudos3 Stats

Re: Unable to sign in

I had the issue above and was able to resolve it with the process below. Try this out and see if it works for you. This morning my Norton Core firmware updated around 4am, and everything was fine in the morning until 8am or so, but then I lost all wifi/connectivity. The Core was flashing white, and I was not able to log into the app, it kept asking me to use a valid username/password (but I was using my valid credentials). A couple hours later, the Core began flashing an amber color. Here is what I did at that point:

1. Unplugged Core and plugged it back in.

2. Opened app (mine is iOS) and selected set up (versus the login option).

3. Clicked next through all the setup steps. At one point there is a choice for existing Norton customer, which I chose and entered my login/pw.

4. Select Yes to restore existing settings.

This process restored my network/wifi, and got me back logged into the app normally. All my devices, people, and settings were the same as before. Everything seems to be working fine.

Kudos0

Re: Unable to sign in

Same thing happened to me yesterday. Had to put the netgear router back for a while until I could troubleshoot. I followed the same exact steps that matt8268 did and so far everything is back to normal. I hope this sort of thing is rare. :/

Kudos0

Re: Unable to sign in

That fix worked for me for a day..then same issue came back after 2 days

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