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Kudos0

Unable to sign into Identity Safe in Firefox

Good day, as of this morning I am unable to sign into my Identify Safe account in Firefox in order to auto-populate passwords. When I click on Sign In the browser tries to go to this page:

https://cloudconnect2.norton.com/cloudconnect/home?X-Symc-User-Agent=IDS...

It seems to stall on the initial lookup for this page at times, in one case it even timed out. In other cases it appears to load the page and a spinning blue circle will appear. Even if I let it sit there for several minutes it will never stop spinning. I have rebooted and confirmed I am on the latest version of Firefox (57.0.4 64bit) and the ID Safe extension (5.1.1.2). I did also try removing the extension, closing FF, restarting, and reinstalling.

I also did confirm this on a second computer and am getting the same behavior. The first one is Windows 7 and the other is Windows 10.

Any ideas out there?

Replies

Kudos0

Re: Unable to sign into Identity Safe in Firefox

Hello J-M-M- Firefox (57.0.4 64bit) was the patch for Spectre and Meltdown from what I have read. Opening the link you have posted gave me the exact same results as you have gotten. I then tried this URL https://cloudconnect2.norton.com/  and got the below results in the screenshot. I think this may be a bug in the extension from Norton since the services being redirected to are specifically Norton. I will flag someone from the Norton team to have a look at this for you ASAP. In the meantime clear your browser cache and cookies then restart your browser. Let us know if that helped.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Unable to sign into Identity Safe in Firefox

I just logged into my vault using FF 57.0.4 and ID Safe 5.1.1.2 with no issues.

You may be seeing some localized ID Safe server issues. What part of the world are you in?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Unable to sign into Identity Safe in Firefox

Thank you both for the help and additional info. FYI - clearing the browser cache made no difference. Very strange!

Peterweb - I am in the US (West Coast). Still unable to sign in although now the spinning wheel comes up a lot faster. Improvement? :)

Kudos0

Re: Unable to sign into Identity Safe in Firefox

Hi @J-M-M,

Sorry for the inconvenience caused. Could you please let us know if you are still facing issues with Norton Identity Safe vault login? 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Unable to sign into Identity Safe in Firefox

@Sunil_GA, I can confirm that I am able to log in this morning. Thank you for whatever you did on your end to resolve the issue!

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