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Kudos0

wierd vault problems

I installed new 360 and I didn't care for white screen of settings.  Then I started having problems like I would everyday have to enter my email address to get to access my vault.  Once in my vault I would look up one item and want to back up to the search feature and could not the only option was to log out of the vault.  Then it started saying I typed in the password wrong.  I would look at the typed characters, THANK YOU FOR ADDING THAT FEATURE, and it was correct.  The other day I tried to log in and I tried so many times I got locked out I think for a hour.   I think I went to your website for help and decided to reboot and give it another shot.  I got in.  I got in next day and next. Today I am having no luck logging in i use vista home premium haha on chrome.  I have tried ie, and firefox.  I cannot log in.  Checking my email I received email on 20th from you or not I don't know saying I successfully changed my password.  Had I changed it I would have written it down. Help!  Am I hacked or what.  I did save files and exported them.  I would send copy of email to you but not sure you want it here.   Can't even import my files because I don't have my password that I didn't change I am on  my last nerve anyway and still have to install 360 on my husbands computer.  ARG

Replies

Kudos0

Re: wierd vault problems

Do you still have N 360 installed?   If so please go to Settings > Identity Protection > and be sure that is set to ON.

Open a browser and see if the Norton Tool Bar is present - it should have a Button on it which says either Vault is Closed or Vault is Open with 3 dots to the right of it (maybe even with a Share via Facebook entry).

If Vault is closed, please select it and see if you get a request for your Norton Account email address and then a request for a password?  Note this password is for your Norton Account (not your Vault).  You must sign into your Norton Account prior to signing into your ID Safe Vault.

You also mentioned "looking at the typed characters"  this sounds like you are already in the vault - clicked on an entry in the listing of all log-ins.  Did it look as below?

I really do no know what to tell you about the email to change your password - do you still have the email and does it say anything about "we have received a request to change your password, if you did not request this, please contact us" or flat state that your password has been changed?

Any additional info you can give might be helpful.

Kudos0

Re: wierd vault problems

Yes it said just that it had been changed and did not have the contact us on it.

I had trouble logging onto the norton website.  I had to reset that password.  Now I am confused what email is resetting what.  I cannot get into vault still and I and I am so close to removing 360 and installing again.  If that will help I don't know I don't share with anyone .  I do have it backed up if I can get the darn thing open to log in.  Another thing, after I logged in before I started having problems I couldn't leave the page and just close the vault but it still be open but couldn't.  All that I could do was log out of the vault every single time. 

Kudos0

Re: wierd vault problems

I was reading other people with problems and they said if you type in your password wrong 3 times you get the option to delete the vault.  I tried that I don't get that option.  Should I just uninstall  360 and reinstall it, or would it work to download the vault for my bar or desktop?   

Kudos0

Re: wierd vault problems

verisetti:

I was reading other people with problems and they said if you type in your password wrong 3 times you get the option to delete the vault.  I tried that I don't get that option.  Should I just uninstall  360 and reinstall it, or would it work to download the vault for my bar or desktop?   

Hi verisetti,

I'm not a vault user but I remember reading about typing a wrong password three times, and if memory serves me correctly the wrong passwords must differ from each other, thus three different wrong passwords.

Hope that helps.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: wierd vault problems

Correct - three different incorrect passwords required.

If you are on the page I have an image of above, using the X in the upper right hand corner should take you out of the Log-in listing, although not log you out of the Vault.  From the page above, CLOSE will close that page and return you to the full list of log-ins.

The email address for your Norton Account (www.nortonaccount.com) and corresponding password is used to sign in to your account prior to being able to sing into your Vault.  Your vault is tied to your Norton Account and once signed into your Norton Account you will be presented with another password request.  There is no email address request when it is asking for your Vault password if you are already signed into your Norton Account.

If you look in the upper right corner of the main page of N360, it will show "Signed in as: email address.  This shows that you are already signed into your Norton Account and when you attempt to open your Vault, it will be asking for your Vault password.  Most users have a different password for each as a stronger password is required for your Vault than required for you Norton Account.  Once signed into your Norton Account as shown on the main page, then N360 should keep you logged into your Norton Account - even through a reboot. Hope this explanation helps.

Perhaps the following link may assist you also:

https://support.norton.com/sp/en/us/home/current/solutions/v64621170_ID_Safe_Retail_1_en_us

Kudos0

Re: wierd vault problems

Thank you Thank  you.

Kudos0

Re: wierd vault problems

I may have spoken to soon. Sorry.  This might be my problem  there is a forum password, a password for your Symantec site, and one for the vault?   

Kudos0

Re: wierd vault problems

I finally got it deleted and it is working now.  I would like to know about the passwords.  Thanks have a Happy New Year.

Kudos0

Re: wierd vault problems

Passwords??

Have you read this post  ?  What more info do you need?  Please be specific with your questions ( s to which password you are asking about) and I'll do my best to answer it.

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