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拍手0

Identity safe locks up after asking for email address

In the past, when I clicked on "ACCESS VAULT" I was asked for my password, and the vault opened with no problem. After a day when Windows 8 had a problem and wouldn't access my user name files, and then was fine with everything except Norton the next day, when I click on "ACCESS VAULT" it asks for my email address. When I enter my email address and then click next, the little gears spin around, but nothing ever happens. I have tried my other email addresses, and even phony email addresses, but nothing ever happens after I click "NEXT".

I also downloaded the program that allowed me to uninstall and then reinstall Norton Internet Security, but nothing changed. 

返信

拍手0

Re: Identity safe locks up after asking for email address

Hi MikeGriffiths

Restart the computer and check for Norton updates manually or right click the Norton icon in the task bar and click, run live updates, and then recheck until there are no more updates restarting the computer as requested.

Try running autofix by clicking the Norton icon, click support, click get support (or right click the Norton icon in the task bar and click Get support) let it run then restart the computer.  It should tell you if any items where fixed.  If you get an error message about MBAM then just click on skip on the error scree

Do you have a sync option on the Norton user interface if so click on this and follow the prompts?

If there’s no joy can you please repost with answers to the below?

Have you noticed any thing strange happening on the computer and/or is it running slowly?

Conflict in security software can be the cause of various issues even if the security software has been uninstalled the debris left on the system may not have caused problems until a Norton update has been installed.

Have you or have you ever had any other security software including any trial security software on the computer including Norton?  If so, what is it?  

Can you check in windows add/remove programmes, programme data and programme files for any security software that may have been bundled in a download?

What trial security software came with the computer?

What is the name of the Norton product and the version number, you can find this by clicking the Norton icon, click support, hover over, about, on the window that opens, the second line down is the version number.

What are the computers specifications, you can find these by right clicking computer in the left hand pane of windows explorer then click properties.  For security reasons do not provide what you have named your computer.

What is required is,

What is the name of manufacture of the computer and the model number of the computer?

Is the computer a desktop or a laptop?

Version of windows (operating system)

Service pack

Processor (GHz)

Memory (RAM)

System type (32bit or 64 bit)

ATB

intesec

拍手0

Re: Identity safe locks up after asking for email address

Excuse me intesec,

What are you referring to with the following comment?

"Do you have a sync option on the Norton user interface if so click on this and follow the prompts?"

I certainly hope you are not referring to the Sync setting in older versions (probably still in your v 2012) that will change a local vault to an online vault and delete the local vault?
拍手0

Re: Identity safe locks up after asking for email address

Hi yank

As MikeGriffiths reports being asked for an email address which is not asked for when setting up the local vault it would appear that the vault is on line and that as the product as been reinstalled then the sync function may be what needs to be done?

Do you have any suggestions for this thread?

ATB

intesec 

拍手0

Re: Identity safe locks up after asking for email address


intesec wrote:

Hi yank

As MikeGriffiths reports being asked for an email address which is not asked for when setting up the local vault it would appear that the vault is on line and that as the product as been reinstalled then the sync function may be what needs to be done?

Do you have any suggestions for this thread?

 

ATB

intesec 


I certainly do - first of all I would have asked the user which version of NIS they were using - as the current version does not have an Access Vault button - but rather a Vault is Closed button that initiates the log in sequence - for both Local and Online Vault.

I would also verify that the user did in fact use the Norton Remove and Reinstall Tool and the version of NIS they are now on.  Thus knowing how many versions the user upgraded. I have seen where the ID safe data has been corrupted by the tool upgrading more than 1 version, especially across  versions that the .dat format has been altered.  That would mean the user may have to reset up their vault and depending on answers I receive, I might even suggest.

I would also probably ask them if they can log in to their Vault via https://identitysafe.norton.com Sign-in at the top of the page.

Or perhaps even if they coulod sign into or were already signed into their Norton Account at the top of their NIS main page - "Signed in as:"

I may be brain dead at the moment - but I really do not recall a "sync" in v 21 (assuming as you have that the user upgraded) - but i do recall the following option - but you have to be signed into your Vault in order to see that option.

If I am missing the sync in V 21.1.0.18, please let me know.

拍手0

Re: Identity safe locks up after asking for email address

Hi yank

When I wrote.

Do you have any suggestions for this thread?

I was trying to point out that this forum is to answer questions that people are asking, you have posted twice on this thread and have yet to address the person who started the thread.

ATB

9ntesec

拍手4 Stats

Re: Identity safe locks up after asking for email address


intesec wrote:

Hi yank

When I wrote.

Do you have any suggestions for this thread?

I was trying to point out that this forum is to answer questions that people are asking, you have posted twice on this thread and have yet to address the person who started the thread.

ATB

9ntesec


Hi MikeGriffiths,

I am sorry I did not address my post personally to you as intesec thought I should have.  Please feel free to try any of the info I provided and answer the questions if you desire.  Everything I post on the forums is open for use (or disregard) by anyone who reads it and I try to make my posts as clear and concise as I can to aid users in understanding my posts.   I try to keep my suggestions in a logical manner, with all the info needed to accomplish the suggested fix - without superfluous info that has no bearing on the problem. 

Let me also explain that as a Guru I also have a responsibility to verify that the info in mine and other posts is accurate.  That is why I asked about the "sync".   If the info is incorrect or not clear in my mind and cuold cause a situation for the user, I will ask questions and just so everyone is aware - yes, I have been corrected in the past and was thankful for the correction.

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