This forum thread needs a solution.
Kudos0

Why are Norton Lying to me and obfuscating about my issue

I have been a consistent user of Norton for many years. I have also been using their Password Vault on Windows PCs for many years and have all my critical passwords stored in it. Back in July I successfully installed Norton security onto a new Android tablet (Samsung S7) and then attempted to install the password manager as well to give me full synchronisation. This install seemed to fail and the Password manager returned an empy vault to me (even though I had installed using my Norton account).   

When I went back to my PC I discovered to my horror that I was now locked out of my Vault on both my PCs too - effectively locking me out of ALL my passwords. 

I have had multiple chats with the Norton hlepdesk (both online and by voice) and cannot get a resolution to the issue. On chat, the help person accused me that it was all my fault for forgetting my vault password (I have not). When I actually spoke to someone they assured me my vault was recoverable, conceded that there appeared to be a fault in what had happened in the Android installation, gathered files from my PC and sent them on up to the specialist Password Manager tech team.

Now each time I call I get an agent assuring me that someone will call me back within 24-48 hours to resolve the issue and no-one ever contacts me. I have been without my password vault for nearly 2 months and Norton just seem to lie and lie to me.

I have lost all faith in an organisation that seems to lie, not fulfil promises to it's customers and not to care at all about such a catastrophic failure in customer service.

Is there any way to get Norton to give me a definitive answer and help me recover my vault?

Replies

Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Hello Adam. Uninstall the PWM app on the Android device and reboot it. Go to a PC and see if the password lockout is still there. The issue is your password isn't working for the vault? Just making sure I understand the issues fully by asking.

One one of your PC's look in the following directory; there should be one there by default which you can then import that data back into your vault. C:\Users\XXX\Documents\Norton Password Manager Backups

Open the Norton main user interface from the system tray icon. Then open Internet Security. Click on the icon labeled Password Manager. Try logging into the vault there. You should have your logins back if this login method works for you. If it doesn't. Follow this article to accomplish the backup import from a browser extension. https://support.norton.com/sp/en/us/home/current/solutions/v125566479 . Click the import button as shown below and follow prompts. Hoping this helps. 

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H1 / build 19043.1237 / Linux Mint Tina 19.3 / Norton Core Security / Norton 360 Deluxe ver. 22.21.8.62 / Norton Core v.201103_319 on Android 2.29.02 / Opera LVL3 (core: 78.0.4093.214) Early Access w/Chrome Extensions
Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Hi, I have unistalled PWM from the tablet as requested. I am still locked out of my Vault on my PCs. I just get a message saying "Incorrect vault password" even though I am using the password I have always used for my Password Manager.

I have looked for the directory you mention " C:\Users\XXX\Documents\Norton Password Manager Backups" but it does not exist on either machine.

I have attempted to open Password Manager both from a Chrome Extension and also from the Norton main user interface - both return the message "Incorrect vault password"

When I spoke to the support person at Norton who escalated this to the specialist team I did say that I thought that installing PWM on the tablet had corrupted the vault and he agreed that this did seem to be the case but that the vault should nonethless be recoverable from the cloud. 

Any suggestions on how to proceed?

Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Look for C:\Users\YourUserName\Documents\Norton Password Manager Backups. If you had "enable automatic backups" checked before this happened PWM should create a folder as shown above. That may be an issue if it wasn't since there won't be a local file to import once we get you into you PWM and if the logins are gone. DO NOT reset your password as that WILL wipe your vault clean.

I synch across all my devices and have never had an install on a new device corrupt my vault. Please allow me to see if we can get one of the forums Admin's to get into the thread and notify the PWM team for some help.

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H1 / build 19043.1237 / Linux Mint Tina 19.3 / Norton Core Security / Norton 360 Deluxe ver. 22.21.8.62 / Norton Core v.201103_319 on Android 2.29.02 / Opera LVL3 (core: 78.0.4093.214) Early Access w/Chrome Extensions
Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Hi SA, any luck getting the forum Admins involved?
Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Adam. Nothing yet from the teams. Do you know if you had " enable automatic backups" enabled in PWM? If so. Have you found the directory I posted about? C:\Users\YourUserName\Documents\Norton Password Manager Backups. It will be there with that setting enabled.Those are the two things the team will ask right away once they get into the thread. 

Trying to determine whether you will have a dat file to import IF, your logins are gone and we can get you logged into your vault.

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H1 / build 19043.1237 / Linux Mint Tina 19.3 / Norton Core Security / Norton 360 Deluxe ver. 22.21.8.62 / Norton Core v.201103_319 on Android 2.29.02 / Opera LVL3 (core: 78.0.4093.214) Early Access w/Chrome Extensions
Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Hi SA

Yes, I have now been contacted directly by a member of the Norton Escalation Team and will be speaking to him later today. Will update you on progress at some point after that.

Kudos0

Re: Why are Norton Lying to me and obfuscating about my issue

Thanks for the post back and info. The teams DO get involved, sometimes it takes a bit to get the wheels turning. Glad we could help getting some action on the issue for you. Indeed, keep us posted on progress.

SA

MS Certified Professional / Windows Server 2016 Essentials - Windows 10 Professional x 64 version 21H1 / build 19043.1237 / Linux Mint Tina 19.3 / Norton Core Security / Norton 360 Deluxe ver. 22.21.8.62 / Norton Core v.201103_319 on Android 2.29.02 / Opera LVL3 (core: 78.0.4093.214) Early Access w/Chrome Extensions