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拍手0

Identity Safe sign-in stuck on "Get Started" page

Posting a NEW thread because some kindly old user, bless his heart,  thinks it will help?  I don't know but it is the same exact issue.

Identity Safe sign-in stuck on "Get Started" page.   Norton 360 Premier with ID safe.

Version: 22.5.0.124

If I click open vault, it will open a window behind everything else(not visible) I can alt tab and select it.

"Get Started" page and it opens a login window which says;

Your Norton account provides the optimal experience with your Norton products.
Sign in or create your Norton account now.

Email Address

Password

I use local ID safe (Not ID safe online) so it should only ask for the password not the email and password.  I can enter my Norton online email and password and it will wait for a few seconds to a minute, then the "Get Started" page will pop back up,  after 3 + attempts with a valid password, the "Get Started" page will have RED text that indicated the online account is lock for some period of time, please try again with a valid password.

Thanks everyone in advance for such stellar responses, I so enjoy the total loss of productivity caused by the complete lack of testing.

I hope the big guy has Norton 360 on his PC.

返信

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Welcome to the club. I hope your (our) situations get resolved. Currently on my 2nd phone call to customer service (the first ended in some email "solution" to something I'm not even having a problem with), and on a 35 minute hold & counting. 

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

I  have place 3 calls to tech support, first one hung up/disconnected after 28 minutes, second one insisted that he needed to take control of my PC to reload the OS (that would cause total loss of all information, not helpful) and would not fix the problem.

I ask to have a Level 2 or 3 person/manager call, was told it would be in the next 24 hours, that was 26 hrs ago.

No solutions.  Norton 360 attacked my system, has caused serious down time and financial impact.

There should be serious compensation.

Ever 3 or 4 hours there is a LiveUpdate but I see no change other than the version # sometimes.

Just awesome?

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

I was able to get mine resolved. Once you get a CSR on the line, you really have to interrupt their normal protocol & make them go read that thread that got resolved. Once my CSR read the 1st post (to identify the problem) and the solution post, she had my issue fixed in no time.

Good luck.

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

4ntpht:

I was able to get mine resolved. Once you get a CSR on the line, you really have to interrupt their normal protocol & make them go read that thread that got resolved. Once my CSR read the 1st post (to identify the problem) and the solution post, she had my issue fixed in no time.

Please .... what thread that got resolved...? 

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

2 More CSRs have FAILED!  The Norton Techs are NOT capable of Fixing issues.

They all start the script with, sorry to hear you are having an issue, let me take control of your system and fix it.  Then they delete Norton 360 and say "All better" Bye.

Bunch of losers, are these comments helpful??? NO are the NORTON 15th string wannabe-a-techers helpful???? NO 

Latest Norton 360 Crash, I think this is 360 crash # 29 but I am losing track. 

Norton 360
22.5.0.124
Windows 7 Professional
7601.18869.amd64fre.win7sp1_gdr.150525-0603
Norton Autofix Results: 1 item(s)

TWEET IT OUT peeps!

How about this # lawsuit    #Norton Failed #Norton360isAvirus #Norton360AttackedMyPC 

NORTON SUPERVISOR NEVER HAS CALLED..... I guess Norton uses some secret longer than Earth hours,  Waiting for days.

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

bjm_:
4ntpht:

I was able to get mine resolved. Once you get a CSR on the line, you really have to interrupt their normal protocol & make them go read that thread that got resolved. Once my CSR read the 1st post (to identify the problem) and the solution post, she had my issue fixed in no time.

Please .... what thread that got resolved...?

@bjm_  I believe this is the one 4ntpht was referring to:

https://community.norton.com/en/comment/6471571#comment-6471571

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

yank: Aha, thanks.... !  >bookmarked same<

拍手1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

@Unhappy user,

Thanks you for blessing me - us old men need all the blessings we can get!

I know you are not into the remote control by Norton, however, reading the following may convince you differently as the user who posted and others have had their situations corrected:

https://community.norton.com/en/comment/6479231#comment-6479231

Additionally, I know how frustrated you must be, especially with the install of the Stand alone ID Safe and the removal (and leaving it removed) of your N 360.  If you decide to call Support again (strongly recommended as it is the only way you'll get the licensing straightened out), please let them know that you need the Stand Alone Vault removed and also need N 360 reinstalled.

Hopefully we'll get a better report about support next time.

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

OK, so I started over and let NORTON CSR try,  I think this was attempt # 9 but honestly I am losing track.

Latest one tried to fix the problem with the "FIX"  I ended up with a Stand alone version of  ID safe (same rev mentioned in the Fix post) and No Norton 360 installed.  ID safe standalone would do the exact same things as 360 with ID safe.

******** Norton Tech GURUS READ BELOW ****************  REALLY ***** Get the one that READS ENGLISH *****


There is nothing a senior tech can do, they don't even know what server it is trying to connect to, so they cant understand what to do other than tell me to wait for it to reset, the password unlocked after 4 housrs, not 24, but if I try to log in it still fails because it is expecting a local idsafe database, the 360 program is directing to idsafe online, so even though I have a valid Norton online password that works to loginto my account it fails with idsafe even though it is the correct password, (online is one password and local is another) 2 separate password but one password field = failure

 



拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Just in case anyone is wondering the original problem, "Can't log into ID safe" still exist.   Norton is Forcing people against the will and without their consent to copy and store ALL their passwords online.

Norton tech copied my password files to the NORTON site even though I told the tech "I do not want any of my passwords or information stored online, I do NOT want to use ID safe online"

Everyone that THINKS they were helps was lied to.  If you HAD ID Safe and a LOCAL ID safe database (Passwords stord locally on your PC) you don't anymore if it is "Working".  Look at you ID Safe when you open it and log in, It now shows your E-mail address used for "Norton ID safe Online".   So guess where your passwords are? Online and several server sprinkled all over the world, but don't worry about that Norton has really good programmers and level Uno techs that can follow even the most messed up scripts.  No matter who hacks into the Norton servers and gets your passwords and logs into your bank and takes all of your money you can sleep soundly knowing that many dozens of highly undercompensated foreign nationals, some even luck enough to get a HB1 Visa and have displaced the American workers who trained them, have already written the script that will inform you that they nothing to do with any activity on your PC that is concerning you.  They are sorry for any trouble you might experience if anything had happened with they are certain it didn't.  You probably just forgot that you gave access to your bank account and all the other account you have to some 22 year old Captain who just happens to be in some secret Army Cyber unit in Russia or China.  So don't worry about any of this.  Just keep sending money or not, remember they have your CC # and you will be Auto Renewed even If you ask not to be, you money is Norton's money and who are you to keep Norton from Norton's money?

PS.  These comments are totally the view of Norton/Symantec Inc.  If you have any concerns they want you to call someone that cares, really,  if you find someone that cares they want you to call them......

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

So, is move Online offered as temporary work around.  Or, is Online the original design destination for Local that's in v21 updated to v22

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

bjm_:

So, is move Online offered as temporary work around.  Or, is Online the original design destination for Local that's in v21 updated to v22

You know bjm_, I really don't see how "move online" with a Stand Alone Vault can be a work around as the Stand Alone can not be installed alongside N 360 (or any Norton full blown Norton product).  It just makes no sense what is being said in regards to having Stand Alone installed and N 360 removed - what would a user gain (protection wise) with that set up?

FWIW, I still have both my Local and an Online Vault in my NSBU v 22.5.0.124

@prasanna_a  any words of wisdom from the ID safe Team?

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

I could say "can you read ya moron?" But I won't, I'll just assume that there are so many post on this that you just didn't read them. I already stated that several Norton techs tried the fix and it failed. Their latest is that they were told a solution was being worked on and would be released in 24 to 48 hrs or later and a sr. Tech would call when it was available. I have called and talked to 6 techs and chatted with or 8. Calls are 45 min to 2 hrs wait same for chatting. Do the math. Everything after the first failed call they should pay me for. They should not have forced an upgrade. My automatic upgrade is turned off. They did this without my consent. they have no solution yet.
拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

I'm not blaming the techs . They were told to read a script and follow it. They all try the exact same script. The chat logs are almost identical even the same broken English and missing parts of speech, adjectives, verbs and mis-usage. Oh well rock on $2.14 an hour is cheap for a tech. I MADE 4 TIMES THAT WHEN I DID TECH SUPPORT BACK IN THE LATE 80's. Perhaps my comments bite a little, I'm not as synical as I once was so be glade, If it hurts you poor feelings take it upon yourself to do better and learn. Every time a tech has a failure it's their managers fault as well. A tech didn't cause 10k+ people to have system failures. Norton management should take a hit. You can bet money that this will come up at the next shareholders meeting. Perhaps a board member or two will bring it up behind closed doors later this month. Time will tell hoe it goes, starting out with denials isn't the best coarse of action. I have had 3 promised call backs but received 0.
拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Yeah, I'm trying to figure out your Vault story.  I though they wanted to setup an Online Vault for you because you could not access Local.  Standalone did not occur to me.   The rest of your tall tales need to be experienced to be appreciated. 
I believe ya'.  Just can't comprehend.   Well, v21 to v22 mess is waaaay beyond my pay grade.  Original v22 has just been a headache for some right out of the box. 

Accepted Solution
拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Well it is after 5pm. another day with NO fix.  Still waiting for that SR. SR. High level CSR Norton Tech person to call me within 24 to 48 hours,  wow that is a large window of time......  oh dear it's been over 38 hours, I fear something dreadful happened to the tech, I hope it isn't something serious like a hangnail! 

No really I'm certain a tech is probably just really wanting to call me, even though there is no fix yet... because they have their trusty script,  "Just let me take over one more time (14?) and I have just the solution or if not it must be your PC, it's the only one have a problem today, so what you need to do is just load a CLEAN OS/Image and start all over, the more date you lose the better because it will take you longer before you call us back!  Anything else we can help you with today? hmmm I would be happy to take control of your system dozens of time just to happily delete random program and say it was a solution, I mean when was the last time you missed a meal or drank contaminated water? HMMMM? Oh wait, Tech support happy to um help ya.

OK tech support PEOPLE press CTRL ALT DEL  three times real fast and see if you can beat the record!

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Maybe you have an unrealistic expectation.  Support can't solve bugs. 
Support is limited to making know good working programs work again. 
Beyond that.  It's up to the binary gods 
Interesting how easily you toss tech around.  Support is product support.  Not tech support. 

拍手1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

Hi @Unhappy user,

Sorry about the issue you are facing/faced. I see your last post marked as "accepted solution" , so is your issue actually solved? If you still have any issue in logging into your norton account & vault, i just sent you a private message with some steps. Can you please have a look, try those out and let us know if that helped?

Regards,

Prasanna

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

I found the following solution in one of the threads and it worked perfectly.  Norton, please provide this to people calling in rather than asking to take over our computers.  It's simple and it immediately fixed the problem.  I rebooted a couple of times to be sure it fixed the problem and it did.

I found the accepted solution to be unacceptable. I do not want someone else taking over my machine, and my license covers five PCs. This may not cause any headaches, but I don't want to risk it.

Here is my solution. I used it on two different computers, and it worked both times.

  1. Go to the Norton website and make sure that you are logged out. (Go to https://support.norton.com. Support options will appear. Click on Norton Security for Windows. At the top right, below your name, click on "Sign Out.")
  2. Open Norton Security (or whatever product you have) and log out of that as well. (Point to the user name in the upper right, click on it. You will be asked "Are you sure you want to sign out?" Click OK.)
  3. Reboot the computer.
  4. Open Norton Security and log back in. (Point to the upper right corner, and click on "Sign In.")
  5. After these steps, you should be able to sign in to the password vault in the usual way.

The second time I did this I tried to experiment with the steps involved to see if they were all necessary, but the computer locked up on me. So I stuck with all the steps as they are listed above.

拍手0

Re: Identity Safe sign-in stuck on "Get Started" page

Hello Victoria_mom

I believe that we have been recommending signing out of and back into the Norton Product for a long time although this problem hasn't been happening lately. I think there was even an Announcement on top of the Forum about it. This is an old thread. As you said, you found the solution in another thread. There is usually more than one thread for each topic of the Forum.so you may find different answers sometimes. Thanks for your suggestion and solution.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 270 I E 11 Chrome latest one

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