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Kudos0

Password Manager wants to generate a new password when the existing password is fine.

al corriente: 05-Mayo-2023 | 10:58AM · 14 Respuestas · · Translation:

Logging onto a site where there is a working user id & password, Norton Password Manager (NPM) properly enters my user id, then offers to generate a new password for me.

A new password is neither wanted nor needed. NPM should just use the existing password to access the site.

How can NPM be prevented from attempting to generate a new password when it should be using the existing password?

Labels: Autochange Password, Google Chrome, Logins, Norton Password Manager, Password Generator, Windows 11

Respuestas

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 09-Mayo-2023 | 9:42AM · Enlace permanente

The website in question is The Washington Post 
https://www.washingtonpost.com/subscribe/signin/

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 09-Mayo-2023 | 10:40AM · Edited: 09-Mayo-2023 | 11:16AM · Enlace permanente

Bobby Rne:

How can NPM be prevented from attempting to generate a new password when it should be using the existing password?

@Bobby Rne
Sorry, I don't know and the Support agent I'm asking does not know either. 

Edit:  

Support writes:
Thank you so much for your time and patience. I would like to inform you that the password manager will always recommend you a better password recommendation that will be hard to crack whenever you will save a new password with it. The only way to have that password change will be by clicking on yes when you are prompted with it. You will always get passwords suggestions as they help you in strengthening the passwords however, that feature cannot be turned off. [...] it seems like that you can only avoid it by clicking don't save. 

User: So, bottom line is Autochange Password feature is baked in enabled all the time.  No Off option.

Agent: That is correct.

User: Okay...something for the product engineers to consider.  Or not.

Agent: The feature is out there to suggest strong passwords and there is a vast population that likes this feature so it will be hard to say if that will be changed or not.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 09-Mayo-2023 | 3:40PM · Enlace permanente

I believe there’s a misunderstanding here.

99.99% of the time upon returning to a site which I’ve previously visited, NPM enters my userid & password for me. All I have to do is hit Enter to accept the entries and log onto the site. NPM does NOT prompt me to change my password.

At one site, a newspaper, the Washington Post (WaPo), the first WaPo screen prompts for my userid. NPM enters my userid for me. A second WaPo screen appears prompting for my password. Diverging from normal operation, NPM prompts me to generate a new password. I don’t want a new password, I want NPM to enter the saved password which NPM knows.

To bypass this problem NPM has to be accesed, the Washington Post entry opened, and the password copied. Returning to the password prompt I enter the existing password.

NPM does not do this for any other site. NPM is obviously not working as documented for the WaPo site.

I’d like to figure out why this is happening and correct it.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 09-Mayo-2023 | 4:03PM · Edited: 09-Mayo-2023 | 4:38PM · Enlace permanente

Oh...okay.  WaPo employs a split page login?
Does NPM know the address of the second page?  Does NPM have credentials for second page.
I think you need login setup for User ID page and another login setup for Password page.  I don't have split page login to test.  I don't have WaPo account. 

Certain websites, primarily banking sites display only the login field or the user name field in the webpage. After you submit the user name, it navigates to the second webpage which contains the password field or both the user name and password fields. These sites are categorized as split page login-based websites.

If the Norton Password Manager does not autofill the web form in a specific website, report it through Norton Feedback.

You can use Norton Password Manager to save your login details only if the website uses a web-based form for the split page login.

https://support.norton.com/sp/en/us/home/current/solutions/v59913692

I was thinking Autochange Password was the issue.  Maybe, you'll have better luck. 

Twitter Norton Support
https://twitter.com/NortonSupport

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 09-Mayo-2023 | 4:14PM · Edited: 09-Mayo-2023 | 4:17PM · Enlace permanente

Maybe, use Report Issue (click hamburger - three horizontal lines)

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 11-Mayo-2023 | 11:49AM · Enlace permanente

Thanks.  I used a "Feedback" form to report this.  I imagine some level of Norton support will see it.  

If this seems unwise please let me know & I'll find another route for raising this with support. 

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 11-Mayo-2023 | 12:06PM · Edited: 11-Mayo-2023 | 12:08PM · Enlace permanente

Bobby Rne: 
 I used a "Feedback" form to report this.

If this seems unwise please let me know & I'll find another route for raising this with support. 

Feedback seems wise.  
Sure, try also raising this with Support.  Support may want remote session to see what you see.   Lv1 Support seems to always want to see an issue before they'll escalate an issue.  At least that's been my experience.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 19-Mayo-2023 | 2:42PM · Enlace permanente

Crickets from whoever supports the Feedback desk.   Is there some other way to get Norton's attention on this problem?

Thanks
 

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 19-Mayo-2023 | 2:57PM · Edited: 19-Mayo-2023 | 3:00PM · Enlace permanente

We'll try to call attention: 

@zeeshan_ha

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 20-Mayo-2023 | 9:21AM · Enlace permanente

Thanks.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 20-Mayo-2023 | 9:25AM · Enlace permanente

@bjm_

Since becoming aware of split or dual page logons I've been keeping track of sites I visit which use 2 pages for logging on. 

Interestingly, Norton is one such site.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 28-Mayo-2023 | 11:13AM · Enlace permanente

No one is responding to this problem.

A new problem ticket with a reworded problem statement will be opened.

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 28-Mayo-2023 | 11:35AM · Edited: 28-Mayo-2023 | 12:22PM · Enlace permanente

related: https://community.norton.com/en/forums/norton-password-manager-fails-recall-password-split-page-login-instead-offers-generate-new

Kudos0

Re: Password Manager wants to generate a new password when the existing password is fine.

al corriente: 28-Mayo-2023 | 11:54AM · Edited: 28-Mayo-2023 | 12:49PM · Enlace permanente

@Bobby Rne
FWIW ~ reproduced: Generate secure password
FWIW ~ as test:  the URL address of the Sign in Email address page is the same URL address for the Sign in Password page.  

https://www.washingtonpost.com/subscribe/signin/

https://www.washingtonpost.com/subscribe/signin/



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