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"Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-24 | 03:57 · 返信 12 · · 翻訳:

Hi Community,

I bought Norton 360 2 days ago. Since I'm trying to create my "Vault" in order to use Password Manager.
Each time I try to configure the Vault, I got the message "Sorry, something went wrong" after having entered the Vault Password 2 times and the "Hint"...
I did everything which is proposed on the support or community sites to solve this :
   - I tried to configure the Vault directly on Norton.com by using Firefox, Edge & Chrome
   - I tried to configure the Vault by using the Password Manager Extension within Firefox, Edge & Chrome
   - I tried to use the "File Cleanup" in Norton 360 then I restarted and tried again to configure the Vault (as proposed on the support site)
   - I tried to configure the Vault after having disabled "Fast Startup" on Windows 10 and restarted
   - I re-installed the browser extensions and tried again to configure the Vault
   - I tried to set it up on my phone as well
   - I even tried to completely reinstall Chrome before configuring the Vault (as indicated in one cummunity post)

Nothing helps...
And for info, the VPN was always disabled when I did the above testes.

To finish, when trying to chat about this issue with the support, there's no chat opening...

Does someone have finally found a process to definitely solve this problem ?
As it looks like I'm really not the only one having this issue.

Thanks by advance !

ラベル: Firefox, Google Chrome, Internet Explorer, Norton Identity Safe, Norton Password Manager, Online Vault, Windows 10
解決承認済み
拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-08 | 04:58 · パーマリンク

Hi Flore,

Please try creating vault now. I have received the needed go ahead. 

Best Regards,

Vishal

View Accepted Solution in Context

返信

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-24 | 09:04 · パーマリンク

Hi Flore,

Have you used Norton Password Manager vault in the past?

Could you please help with the Product Serial number (PSN). You can check this on Norton UI. Help --About window.

I can run this PSN and check whatis blocking vault creation. 

Thank you!

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-25 | 01:27 · パーマリンク

Hi Vishal,

Very good question.

Yes, I was using Norton Internet Security long time ago, and I can remember I had a Vault. This previous license stopped on March 2017.

The PSN of my current product (Norton 360 for Gamers) is : GX2JTWY3W9G9.

Thanks by advance for your help.

Regards,

Flore

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-25 | 01:37 · パーマリンク

Hi Flore,

Thank you very much. Got the needed details to take it forward. There will be a check to find out what is causing this block. After which, a maintenance job will be scheduled to clear any old entries.

After clean up job, you may proceed with vault creation. 

I will keep you posted as this is complete. 

Best Regards,

Vishal

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-28 | 08:05 · パーマリンク

Hi Vishal,

Do you know if your cleaning job as finished by chance ?

As I tried again to create the vault with the same result (something went wrong)...

Thanks by advance for your help !

Regards,

Flore

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-28 | 09:45 · パーマリンク

Hi Flore,

Still waiting for confirmation. Usually this takes 3-5 days. Speaking out of past requests ETA. I will update here as I get a heads up.

Best Regards,

Vishal

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-03-28 | 11:01 · パーマリンク

Hi Vishal,

OK. Thanks for the quick update.

Regards,

Flore

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-05 | 05:32 · パーマリンク

Hi Vishal,

I unfortunately still cannot create the Vault...

Is the cleaning job finished by chance ?

Also, I was thinking about something... If you need to cleanup my "old vault", maybe you needed the PSN of my previous product finally, that's to say "Norton Internet Security", which had as PSN : YWMTBXTRCWT6.

Regards,

Flore

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-06 | 08:55 · パーマリンク

Hi Flore,

Expecting confirmation most likely by tomorrow. I am not aware why it took long this time. Expecting summary update by tomorrow. 

Sorry for making you wait this long.

Best Regards,

Vishal

解決承認済み
拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-08 | 04:58 · パーマリンク

Hi Flore,

Please try creating vault now. I have received the needed go ahead. 

Best Regards,

Vishal

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-08 | 05:56 · パーマリンク

Hi Vishal,

This time it worked. I was able to create a new vault.

Thanks for your help :)

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-08 | 12:57 · パーマリンク

Glad to know. Thank you for your time and patience.

拍手0

Re: "Sorry, something went wrong" when trying to create the Vault

投稿日: 2022-04-08 | 12:58 · パーマリンク

Resolved

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