• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

"You need to set up Identity Safe Account" Android Error

Very frustrated with this- I hope someone can help.

I have NIS2013 installed ( from upgrade from 2012 version) and  have moved my local vault online.

I downloaded the Android App for Identity safe on my Asus Google Nexus 7 and went to connect it to my account.

It logs in to the Norton account OK and if I go into the account via my PC I can see the tablet listed in "My Devices"

In the Androd App the login screen for Identity Safe says: "There is already a Vault in your Norton Account. Enter the Password for the online Vault"

I type in the password- double triple and quadruple checked- I  use it all the time on my PC without issue.

It now shows briefly, an error "You need to set up an Identity Safe Account" then returns to the login panel.

I have been round in circles looking for somewhere I authorise the device to access my vault or somewhere to "Set up said account". I thought I had one by the fact I have a Identity Safe Vault.

How do I get to use it from the Android device?

Thanks

Kenny

Replies

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

As you are using an Android device, I am going to suggest this post be move to the Mobile Board of the forum for better exposure.

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

Re: "You need to set up Identity Safe Account" Android Error

Though I see the problem from Android, thats true, I am not sure if the problem is with Android or with how I configure my Identity Safe account. If you feel its better moved elsewhere thats fine.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error


Tanushiheadbash wrote:

Though I see the problem from Android, thats true, I am not sure if the problem is with Android or with how I configure my Identity Safe account. If you feel its better moved elsewhere thats fine.


This can be a grey area.

You say you set up the vault, and moved it online. I believe you also say you have no problem logging into the online vault from your PC.

That leaves the issue as being the Android device being unable to access that vault.

BTW, If you have not already done so, I would strongly recommend backing up your Identity Safe Vault from your PC. As we try to work towards a solution, there could be a chance the vault may get messed up.

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

Re: "You need to set up Identity Safe Account" Android Error

Yes I have full backups. I have also tried deleting the data in the tablet and starting over from settings | apps | Norton identity safe | delete files and data
This reinitialized the app, I was prompted again to login to my Norton account which I did successfully, then it told me I have a vault associated with my account ( all good so far) then it prompts for the password for the vault. I put this in and it says logging in to vault after a few seconds a dialogue appears for as few seconds that says you need to set up an identity safe account.
Kudos0

Re: "You need to set up Identity Safe Account" Android Error


Tanushiheadbash wrote:
Yes I have full backups. I have also tried deleting the data in the tablet and starting over from settings | apps | Norton identity safe | delete files and data
This reinitialized the app, I was prompted again to login to my Norton account which I did successfully, then it told me I have a vault associated with my account ( all good so far) then it prompts for the password for the vault. I put this in and it says logging in to vault after a few seconds a dialogue appears for as few seconds that says you need to set up an identity safe account.

I am not talking about full backups of your PC. You need to do a backup/export of your Identity Safe data from within Your Norton Product.

After reinitializing the app .....Can you still access the Identity Safe vault from your PC?

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

Re: "You need to set up Identity Safe Account" Android Error

Hi Tanushiheadbash

I have a couple of questions being -

What version of Android do you have installed on your Nexus 7 tablet.?

What version of Norton Identity Safe (NID Safe) from Google Play do you have installed.?

I ask this as a new version appears to have released yesterday in Google Play being version

2.0.0 released on the 7th of January 2013.

Have you tried uninstalling NID Safe ? then downloading again from Google Play and again

installing and signing in with your Norton Account details.?

The more info we gather from our questions the better we can assist you with this issue.


Cheers.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

i know you dont mean back ups of my pc i didnt mean back ups of my pc ( though i back this up too ). i have both .dat and csv exports my tablet took the update to version 2.0.0 last night the problem has now changed i log in to my norton account and it says " create an online vault " i have the option to create one or can select the option " already have a vault". i do this but it just says i need to create one. I already have an online vault. i personally think something is screwed up server side/database but nortons support did not want to know
Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Android version is Jellbean4.2.1
Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Hi Tanushiheadbash,

Could you please try logging in to your Online Vault on Norton Identity Safe portal?

-Vinod

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Today, going via your link it says I dont have an online vault. Going by the 'old' Android client it identified I do have a vault but then for some reason could not find it when logging in. When I go in via my local client in my browser tool bar it works fine. Yesterday- and dont ask me how I did it but I was looking for a setting somewhere to get this working and went in via my NIS2013 client into a webspace to do with my Norton account ( it showed my Tablet under My Devices) but I was able to get to my vault from there somewhere OK. I think something is stuffed server side. There is a broken bit logic somewhere. Is it possible to remove my "non existent" on line vault and recreate it?

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Yes. You can reset your online vault and recreate it. Before you reset it, please back up your logins. For more information on resetting the online vault, read the following KB article:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=v82380415_EndUserProfile_en_us

-Vinod

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Hi Tanushiheadbash,

It seems your online vault has gone corrupt for some reason, you can recreate your online vault by entering vault password incorrectly 3 times either on your computer or on Android device. After the third attempt, it should prompt to reset the ID Safe vault from where you can create new vault and import your data that you have already backed up in .CSV & .DAT format.

Regards,

Charles

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Right- this is a mess.

1) I did as above and deleted the vault from my PC.

2) I created a new one and imported back my data

3) I tried to login to it from my tablet. This time it sat trying to connect to the vault but seemed to never connect. If I left it long enough it returned to the login page.

4) There was an error saying the service was not reachable and try later- I figured this was rubbish- I could get in and out ok on the pc but left it 5 mins tried again, same result.

5) Tried once more to clear the cached data in Tablet and start from beginning but now when logging in it says I dont have a vault and to create one.

6) Tried this to see what would happen- it said vault creation success!

7) Decided to login now from PC and see what happened there

8) This time the PC login screen refuses my password- did it three times and clicked reset

9) Logged all the way out from PC AND Tablet

10) Logged back in from PC - it initialized as if I dont have a Norton account

11) I put in my norton account id and it says- you already have an account please enter password

12) Entered Norton account password

13) It now says welcome back you already have a vault! Enter your password

14) The password "hint" shown on the screen is the one I originally set for the vault I set up from the PC. The one I thought I just deleted. I set up a different hint from the Tablet by way of seeing if the settings were getting through

15) I enter the password and the applicattion sits there lookin glike its logging in withthe phrase "sync'ing"

16) Eventually it times out- like the tablet did before, and suggests a network problem.

17) Now I have an accesible vault on my Tablet but not on PC

I am now going to delete the vault from Tablet and ensur eits gone from PC and start over and see if this works- its totally doing my head in.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

And before you ask- obviously I cant access the safe from the PC so I went in via the web portal, logged in to it with my Norton a/c and it says I dont have a vault

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

And now tryin gto login via Android says I am  using the wrong password but weirdly is now showing the correct hint from the one I set on the PC. So ther eis some sync of account info happening but none of the vault itself which according to the PC was deleted! This has me worried now that ther eis a copy of my login data floating about in Nortons system that is not acessible to me but might not be deleted

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Right, now I am totally stuck.

My Tablet seems to see a vault but when I try to login it says my password is wrong.

Ther eis no option to delete the vault it "thinks" I have as it says can only be done from the web client on a PC.

If I login via the Web Portal it says there is no Vault

If I try to login via the PC client it offers me the login pane as if I have a vault. ( still showing the hint I set up on the vault I thought I deleted a few steps back)

I enter my password and the logging in splash pane opens. It sits there for about 2-3 minutes then times out saying there is maybe a network problem ( which there isnt).

As it never actually rejects my password its therefore impossible to get to a stage where you can "reset" whatever vault the clients think I might have. So now I am totally stuck.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Hi Tanushiheadbash.

Have you access to any tablet that is not running Jellbean4.2.1?  I am just wondering if the problem lies in the app not being fully compatible with the fairly recent version of Android.  Any chance of you borrowing a device for a test?

Mike
Kudos0

Re: "You need to set up Identity Safe Account" Android Error

I have access to an iPad if there is an app for that. There is another Android device ( phone ) in the house but its pretty new- I suspect its Jellybean also would need to check

However given that I cant get to my Vault now either on PC OR Tablet I still suspect the issue is server side

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Right, I could not find an app for iPad2 so tried installing it on the phone ( Samsung Galaxy iii LTE) running Jellybean 4.1.1

Can login to Norton OK but then it says I have a Vault and to login but then says wrong password as per my Tablet.

As I say logging in to my Norton Portal access says I dont have a vault at all! and as this is the case the PC client is unable to delete it via the reset process.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error

Thanks for the quick response Tanushiheadbash.

I had in fact meant another version of Android but another version of Jelly Bean was not really what I meant.  Sorry I should have explained a bit more clearly.  :-(

However as you say the issue now seems to be more than just the one device, so as I am no expert in Identity Safe, I will leave it to others with more experience to comment.  I wish I could offer more help but I do not think I can.

Good luck.

Mike
Kudos0

Re: "You need to set up Identity Safe Account" Android Error


Tanushiheadbash wrote:

I have access to an iPad if there is an app for that. There is another Android device ( phone ) in the house but its pretty new- I suspect its Jellybean also would need to check

However given that I cant get to my Vault now either on PC OR Tablet I still suspect the issue is server side


There is an iPad app, but it is only available from the US App store. If you are not in the US, you can create a dummy US Apple ID to log in.

p

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

Re: "You need to set up Identity Safe Account" Android Error

Have you, or can you try clearing and deleting all data and caches from your tablet. Then remove the app from the tablet. If there is any option to save data or settings , say no.

Test your online vault from your PC. Make sure you can access it before proceding.

Then reinstall the app and try again to access the online vault.

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

Re: "You need to set up Identity Safe Account" Android Error

Peterweb
Yes tried all that. As I said before. I have now got to a state where both clients ( PC and android ) appear to think there is a vault. They both offer the same password hint at the login screen however neither can login, the tablet says incorrect password, the PC client times out the connection, and the safe Id portal says I don't have a vault at all. As the PC client does not get as response to say the password is now incorrect regardless what I type as a password it never gets to the state that allows whatever data is held in the cloud/database to be reset/deleted. This really needs someone with admin rights to check data server side and manually iintervene in my view
Kudos0

Re: "You need to set up Identity Safe Account" Android Error

I would also add- just to reiterate- the second Android device which was a totally clean install had the same sysmptoms as the first. It is showing the password hint which can only be stored on Symantecs servers but does not appear to find a vault. I am 100% sure this is a server side issue. I have no idea how to get this resolved.

Kudos0

Re: "You need to set up Identity Safe Account" Android Error


Tanushiheadbash wrote:

I would also add- just to reiterate- the second Android device which was a totally clean install had the same sysmptoms as the first. It is showing the password hint which can only be stored on Symantecs servers but does not appear to find a vault. I am 100% sure this is a server side issue. I have no idea how to get this resolved.


It definitely seems to be an issue with the Android app as you are able to access the vault from your PC. As I have no Android experience, I have asked for some assistance.

We do want to find a solution.

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

Re: "You need to set up Identity Safe Account" Android Error

Given that neither PC or Android work now it obviously server side. Web portal says No vault but both Android and PC clients are being prompted for password for a vault I beleived to be deleted and which does not show on web portal. The easiest way would be for me to start from scratch and have a new Norton Account but given this is all tied to my NIS2013 package/licences thats not easy to do without Symantec assistance, They seem uninterested in supporting their own customers or products,

Accepted Solution
Kudos0

Re: "You need to set up Identity Safe Account" Android Error

As I believed problem was server side, I contacted Symantec again to see if it woul dbe possible for me to create a New Norton Account, have my licenses transferred to it and try create a fresh SafeID from scratch.

They insisted going though a total uninstall of NIS2013 on my PC and trying again. This failed with the same results as before- the client seems to see evidence of a Vault but when trying to login times out. Going straight in on portal excluding client it too prompts for a password to vault but then says ther eisnt one when you try to login.

Personally I think this is the definitive diagnosis of a server side issue but they then insisted escalating the problem to a Case Manager.

He decided he wanted to uninstal my NIS2013 installation then try connect from the Simple stand alone SafeID client. It may shock you to find this too failed with the same problems as before. We were now 2 and a half hours in and I said to the Case Manager- would it not be easier just setting up a fresh account and starting over as it seemed clear to me there was no capability to fix the data on the servers ( what is the point of launching a Cloud service if you will not maintain the cloud Symantec?)

 He agreed but said it was not possible for me to have my licenses carried over to the new account ( again disappointing)

I set up new account, A new SafeID account and vault came up working first time, and I connected successfully to this from Android first time.

3hours and 10 minutes on the remote assistance. On one hand I take my hat off to them for the effort put in but frankly feel the issue was easily diagnosed in 15 minutes and was clearly server side. Why they seem unable to sort cloud side issues I do not know. This is now resolved.

Unfortunately I now have two Norton accounts. My subscription is up in a few months if I decide to stay with NIS2013 ( it works well otherwise) I willbuy a new copy as there are deals on Amazon cheaper than renewal fee, and load this into my new Norton account and close the old one. Thanks to everyone who tried to assist here.

K

Kudos1 Stats

Re: "You need to set up Identity Safe Account" Android Error

Glad to hear you finally got things working.

I have heard of setting up a second Norton Account as a way to get a second user on the same product key to have their own vault. I guess  it worked here.

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