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Kudos1 Stats

Vault Password not working on Android

Greetings,

We have made some progress in troubleshooting  the issue with passwords not working on the Android.  I hope to have more information tomorrow; however, this is a step in the right direction in getting this issue resolved soon.

Thanks again for your patience.

Rhonda

Program Manager- IDSafe Mobile Edition

Replies

Kudos0

Re: Vault Password not working on Android

Greetings,

We have made some progress in troubleshooting  the issue with passwords not working on the Android.  I hope to have more information tomorrow; however, this is a step in the right direction in getting this issue resolved soon.

Thanks again for your patience.

Rhonda

Program Manager- IDSafe Mobile Edition

Kudos1 Stats

Re: Vault Password not working on Android

To anyone that reads this and is experiencing this problem could you please log out of Norton Account from your Android, log back in and then try again.  You can log out from Settings.

Please let me know if this works. 

Thank you,

Rhonda

Kudos1 Stats

Re: Vault Password not working on Android

Today we are meeting with a customer that has reported an issue slightly different than the one we have fixed.  We want to make sure the update addresses as many issues as have been reported as some vary slightly.   We are working on an update.

Apologies for the delay!

Rhonda

Kudos0

Re: Vault Password not working on Android

Hi Rhonda,
 
I logged out from my Norton account from Norton's Identity Safe browser.  I logged backed in.  I attempted to login to my Vault with the same results: "Incorrect vault password."


RDLeo wrote:

To anyone that reads this and is experiencing this problem could you please log out of Norton Account from your Android, log back in and then try again.  You can log out from Settings.

 

Please let me know if this works. 

 

Thank you,

Rhonda

Kudos0

Re: Vault Password not working on Android

Hi

We are diagnosing some logs we received from a customer's phone yesterday.  We are trying to draw some conclusions, but need more time. 

In the meantime can you try logging into the website and tell me what you see?

http://identitysafe.norton.com

choose sign in

log into Norton Account (if not already)

log into vault

Thank you,

Rhonda

Kudos0

Re: Vault Password not working on Android

Logging out and logging in changes nothing. Android Identity Safe will not recognize my password from Android. On the PC, it works as expected.
Kudos0

Re: Vault Password not working on Android

We are hoping to have a build out soon.  We are sending it to a few customers to check before we ship it as an update.  Please let me know if you'd like to receive the test build. 

Rhonda

Kudos0

Re: Vault Password not working on Android

Hi

We have a fix for this issue and if you would like to install the test build before we post it in Google Play, please email me at Rhonda_Leopold@symantec.com.  I can send you instructions.

Please let me know!

Thanks,

Rhonda

Kudos0

Re: Vault Password not working on Android

We went to Baltimore last year to watch the Yankees play.   :) 

We have a fix for this issue but it is not released yet as it is still in testing.  There are two options a) I can email you the test build so you can see if it works. or b) you can hold off until next week at the earliest and get the update from Google Play.

I'd prefer to send you the test build to make sure we are covering all cases; however, you'd have to uninstall and reinstall.  Please let me know via email if you would like to try it.

Rhonda_Leopold@symantec.com

thanks,

Rhonda

Kudos1 Stats

Re: Vault Password not working on Android

Has there been any progress on this?  I subscribed to two forums that cover this problem, but I received no word.  I just installed v.2.5.1.4, and it's behaving as it always did.

Kudos0

Re: Vault Password not working on Android

Hi,

Build 14 should have fixed it for you. Maybe try uninstalling and reinstalling?

Build 14 worked for all the people I had worked with on this issue previously. 

Please try the uninstall route if you haven't already and I assume you had already tried logging into the website?  http://identitysafe.norton.com

If that doesn't work I may have to send you a build that gathers logs.

Thanks

Rhonda

Kudos0

Re: Vault Password not working on Android

Lou,

Can you send me the email address you used for your Norton Account?

Send to Rhonda_Leopold@symantec.com

Please do not send your password.. not that you would. :)

Thanks,

Rhonda

Kudos0

Re: Vault Password not working on Android

Sent.

Thank you.

Kudos0

Re: Vault Password not working on Android

Im having the same issue. Identy safe doesnt work on all web sites you said you were working on it hows the progress
Johnd62
Kudos0

Re: Vault Password not working on Android

Hi John,

When you say "experiencing the same problem."  Do you mean your vault password works on your PC, but not on your mobile phone?  This thread topic is for the password issue so I wanted to make sure you were having that issue or if it is a different one if you could start a new topic and provide some additional detail please.

Thank you,

Rhonda Leopold

Program Manager- IDSafe Mobile Edition

Kudos0

Re: Vault Password not working on Android

Rhonda,

I logged on to the Nortion Identity Safe site and was able to see my passwords.

I just installed v.2.5.1.4, and it will allow me to log onto the Norton site but will not accept my IS password.

 

Using Samsung Galaxy S3.

 

thanks

George

Kudos0

Re: Vault Password not working on Android

Hi,

There appear to be just a few people that are still experiencing this.  We believe we have a fix and plan to post in our next release. I can't give you an ETA yet, but should be within the next month or two.

Kind regards,

Rhonda Leopold

Program Manager- Identity Safe Mobile Edition

Kudos0

Re: Vault Password not working on Android

Lou,

In a meeting the other day an engineer mentioned to try clearing your cache data.

If you don't know how to do this on your device you can Google it.

Want to give it a try?

Rhonda

Kudos0

Re: Vault Password not working on Android

RDLeo wrote:  Lou, In a meeting the other day an engineer mentioned to try clearing your cache data.  If you don't know how to do this on your device you can Google it.  Want to give it a try?  Rhonda

I'm assuming you're referring to each individual app's cache, Settings > Apps > Clear Cache?  I just took a look and there was a total of about 5 MB.  I don't know if this makes a difference, but I keep Mobile Utilities' Auto Task Killer set to go off hourly.  If I'm handling the device for a while, I usually "Clear Cache" in the App Manager.

Kudos0

Re: Vault Password not working on Android

For those having problems logging in, see if an IOS user's experience works.

The user found that if they went to another wifi source, they could log in to their vault. Then when they went back to their 'home' wifi, it failed again.

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

Re: Vault Password not working on Android

peterweb wrote:  For those having problems logging in, see if an IOS user's experience works.  The user found that if they went to another wifi source, they could log in to their vault. Then when they went back to their 'home' wifi, it failed again. 

Sorry Peter, but I'm not at your level.  What is "an IOS user's experience?"  I also don't have any experience with WiFi.  I spoke to a tech support person when I purchased this phone.  He walked me through the steps, but we were unable to pick up anyone's connection that I was able to tap into.
 

Kudos0

Re: Vault Password not working on Android


LouMessina wrote:
peterweb wrote:  For those having problems logging in, see if an IOS user's experience works.  The user found that if they went to another wifi source, they could log in to their vault. Then when they went back to their 'home' wifi, it failed again. 

Sorry Peter, but I'm not at your level.  What is "an IOS user's experience?"  I also don't have any experience with WiFi.  I spoke to a tech support person when I purchased this phone.  He walked me through the steps, but we were unable to pick up anyone's connection that I was able to tap into.
 


No problem. We know users have different levels of experience, and we try to explain things so they can  understand.

IOS is the Apple operating system used on iPhones and iPads, as Android is used on your phone.

For access to the Identity Safe, you have to have an online ID Safe vault. To access the vault on your phone, you need internet access. This can be achieved on your phone using your Data plan, or a wifi connection. The wifi advantage is that it costs nothing if you can connect to a wifi hotspot, for example at the corner coffee shop. Your data plan can get expensive, especially if you go over your monthly limit.

So  my suggestion was to try a different internet connection to see if things work properly. That is what the other user found would work. It is not a solution, but it helps diagnose the issue.

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

Re: Vault Password not working on Android

peterweb wrote:
 

No problem. We know users have different levels of experience, and we try to explain things so they can understand.

 

IOS is the Apple operating system used on iPhones and iPads, as Android is used on your phone.

 

For access to the Identity Safe, you have to have an online ID Safe vault. To access the vault on your phone, you need internet access. This can be achieved on your phone using your Data plan, or a wifi connection. The wifi advantage is that it costs nothing if you can connect to a wifi hotspot, for example at the corner coffee shop. Your data plan can get expensive, especially if you go over your monthly limit.

 

So  my suggestion was to try a different internet connection to see if things work properly. That is what the other user found would work. It is not a solution, but it helps diagnose the issue. 

 



I assume you're trying to find out if my Internet connection is too slow causing Identity Safe to time out?  If that's it, it doesn't seem likely because I make most other connections I can recall.  Identity Safe consistently comes up with a quick error message that is always the same.  Data usage isn't a problem.  My plan is unlimited.  I'm connected all day, even when not in use.  My vault is definitely online as I can access it from my desktop at https://identitysafe.norton.com with the same password I've been using with my Android.
 
However, next week I'll be moving.  I believe someone I know in the building uses WiFi.  If you still think that would tell you something, let me know.  I can check when I get there.  You'll have to be patient though.  I'm leaving tomorrow, 09/25, and won't be moving in until the movers arrive, 10/01-10/03.

Kudos0

Re: Vault Password not working on Android


LouMessina wrote:

 



I assume you're trying to find out if my Internet connection is too slow causing Identity Safe to time out?  If that's it, it doesn't seem likely because I make most other connections I can recall.  Identity Safe consistently comes up with a quick error message that is always the same.  Data usage isn't a problem.  My plan is unlimited.  I'm connected all day, even when not in use.  My vault is definitely online as I can access it from my desktop at https://identitysafe.norton.com with the same password I've been using with my Android.
 
However, next week I'll be moving.  I believe someone I know in the building uses WiFi.  If you still think that would tell you something, let me know.  I can check when I get there.  You'll have to be patient though.  I'm leaving tomorrow, 09/25, and won't be moving in until the movers arrive, 10/01-10/03.


It was not a question of internet speed, but it could have something to do with your service provider, or your router, or???.

Sounds like you are busy for the next little while. If the issue does not clear up when you are settled in, see if you can try the wifi and let us know if you notice anything else that might be part of the issue.

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

Re: Vault Password not working on Android

Hi,

I may have a solution for you. Would you private message me your email address?

Rhonda L

Mobile Team IDSafe

Kudos0

Re: Vault Password not working on Android

John,

i may have a solution for you. Can you private message me your email address?

I can send you a beta build. 

Rhonda L

Mobile IDSafe Team