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拍手1 Stats

Unable to log into my Norton account with the NIS 2013 Identity Safe

I updated to NIS 2013 last night and now I am unable to log into my Norton Account using Identity Safe.  It keeps saying "Failed to log into your Norton Account.  Please check the supplied credentials." I am using the correct password because i am able to log into my account from the website.  I can even log in to the Identity Safe website (https://identitysafe.norton.com/home) with no problems.  Anyone else have this issue?  Better yet, any one know how to resolve it?

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拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

Hi Geezman,

Can you check your system date/time settings with current date/time. If you change that settings to current setting,Please restart the system and check the issue again.

Thanks,

Senthil

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I just had a similar thing happen to me.  I updated from NIS 2012 to 2013 yesterday and an hour or two ago I found that identity safe lost all my logins for the past year and refuses my password to load my identity safe backup file made from NIS 2012 before the upgrade.  Now, though I can log-into any Norton website, if I try to re-open the identity safe vault, which I thought I'd close and try to re-open, it asks me for my Norton password and it won't even accept that; though, as I say, its accepted to log-into any Norton site.  I'm asking @NortonSupport about it on Twitter and no results have came yet from a Vineeth person speaking for @NortonSupport.

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

Hi WardHeape,

In NIS 2012, did you Create local vault or Online vault  (This  is associated with Nortonaccount and stored idsafe data in cloud).  If you have created Online vault, you can check/get your existing vault data after logging into Norton account and Online vault.  From ourside we didn't see any issue in logging into NA or Online vault.

As I said in previous post, Can you check your system date/time settings with current date/time. If you change that settings to current setting,Please restart the system and check the issue again.

Can you check whether you are able to login to Norton account and Online vault through webportal. https://identitysafe.norton.com/home

Thanks,

Senthil

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I started out with noticing all my logins were gone from Identity Safe. I then inqired about it with @NortonSupport in Twitter. The last response I had from @NortonSupport on Twitter was over six hours ago; after I asked, "Are you saying you are unaware of any server crash regarding Norton Identity Safe management?", to which he replied, "Sorry for the trouble. I am checking this with the concerned team. I'll let you know as soon as I have an update. :) -Vineeth"

I then tried to import the Identity Safe dat file created in NIS 2012 before I updated to 2013; Identity safe kept telling me my password was wrong when I'd try to import the file.

I then closed the vault in the browser bar; thinking I might be able to re-open it but couldn't because it would ask me for my Norton account log-in which gave me the message, "Failed to log in to your Norton Account. Please check the supplied credentials."

So I completely uninstalled Norton NIS with Remove Programs in Windows, reboot then Norton NRnR. I re-installed NIS 2012; nothing changed. To open the Identity Safe Vault from the browser bar would still result in my being asked to log-in with my Norton account and being told, "Failed to log in to your Norton Account. Please check the supplied credentials." So I went ahead and updated to 2013 again now; seeing no change between the two.

Now I've just noticed your reply and that no further reply came from support on Twitter; so thanks for your reply anyway.

I can log-into your webportal link fine; I see my logins there.

I set my time to take the time from a different server; after which I had to restart several times because the Identity Safe Vault button would say, "System Restart Required" after every reboot. It finally broke that cycle and I again get the Norton account log-on request; for which I am again rewarded with, "Failed to log in to your Norton Account. Please check the supplied credentials."

Also, since this situation arose, Norton One at https://manage.norton.com/Manage shows no Norton product installed on my computer; since before uninstalling and with installing NIS 2012 and since re-updating to 2013.

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I'm experiencing something similar.

My Norton was updated to the latest client and ever since then, I can no longer log in to Identity Safe. I supply the login credentials from the Norton client itself and all I get is a spinning circle with it saying "Opening....." for the Vault, and nothing ever happens...ever. It just sits there. I can't close it or try again (assuming it thinks my password is wrong).

When I try to log in on to the website, https://identitysafe.norton.com, I am shot an error reading, "For security reasons, because your session lasted longer than 15 minutes, you need to re-enter your vault password to continue the session. To return to your vault, please click on the link below."

When I click on that link it gave me, I log in again to the same message in an infinite loop of login attempts. (This is all happening as the "Opening..." spinning circle is still happening, so I'm assuming that's why.

Not sure what to do here. I'm thinking I'll just stop using Identity Safe entirely until this is looked into.

I looked at the response about checking my computer's time settings, but they're correct. I even re-synched it to be sure.

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I have the EXACT same problem on my PC and my Laptop!? Everything else works perfect. I am able to log on to My norton account and my identity safe vault (via browser), but not in NIS 2013?

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I have a feeling it was an issue on Symantec's side.  I  just tried again and was able to log into my Norton Account through Identity Safe with no problems.

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

It worked for me earlier on my laptop with NIS 2013, but now on my PC i can't? I don't get it...

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I gave up and shut the computer down after my last post; again refreshing the time from the server before I did, with nothing to lose really.  I just restarted the computer and did a live update which supplied several updates; after which Identity Safe allowed me to log-in to my Norton Account and thus the identity safe account as well.  All is working again with identity safe.  Though Norton Management still shows no product installed on this computer though it shows this computer as online; and NIS sure is installed.

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

I see today that Vineeth replied on Twitter sometime after I gave up yesterday.  Asked if I could try it again.  Now today I talked to Venkat on @NortonSupport on Twitter about the Norton Management problem; its now working fine.  So all is well here now again.  :)

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

Seems it has indeed been fixed... Works for me on my Pc now.

But the internal Norton management in NIS 2013 does not work. I refuse to install an extra application just to manage my norton installation, when it easily can be installed in the application itself (which they say they already did).

拍手0

Re: Unable to log into my Norton account with the NIS 2013 Identity Safe

Hi All,

Thanks for the update and glad to know that all the problems are solved.  

Thanks,

Senthil.

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