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拍手1 Stats

Norton Account login fails for Identity Safe

I recently experienced this same problem on my laptop computer.  My two dekstop computers worked fine with Identity Safe.

After installing the new version of NIS on my laptop I was able to login to my Norton Account through Identity Safe so my problem was solved.

I then installed the new NIS on my two desktop computers and everythins was still fine.  Until today.

Now one of my desktop computers is experiecing the same problem I had earlier on my laptop.  When I try to log in to my Norton Accoount through Identity Safe it says, "Failed to log in to your Norton Account.  Please check the supplied credentials."

Please don't tell me to check my password.  I know what my password is as I use it successfully on my other desktop and my laptop.  I am able to log in to my Norton Account on account.norton.com on the desktop where I'm having this problem.

What I do notice is that when I run NetMon (packet sniffer) on the working computers I see traffic between those computers and the Norton servers.  When when I run NetMon on the failing computer I see no traffic between that PC and the Norton servers.

It's not any firewall blocking it as I don't run firewall software on my PCs since I have a hardware firewall box at the ISP entry point to my home.

I tried resintalling the new NIS but after initiating the download it quickly came back and said the install was successful.  Probably becuase it saw that I already had that version installed.

I also rand Autofix and it didn't find any problems.

This is very frustrating.  :-(

Yank or Prasanna, if you're reading this I need your help again!

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拍手0

Re: Norton Account login fails for Identity Safe

I recently experienced this same problem on my laptop computer.  My two dekstop computers worked fine with Identity Safe.

After installing the new version of NIS on my laptop I was able to login to my Norton Account through Identity Safe so my problem was solved.

I then installed the new NIS on my two desktop computers and everythins was still fine.  Until today.

Now one of my desktop computers is experiecing the same problem I had earlier on my laptop.  When I try to log in to my Norton Accoount through Identity Safe it says, "Failed to log in to your Norton Account.  Please check the supplied credentials."

Please don't tell me to check my password.  I know what my password is as I use it successfully on my other desktop and my laptop.  I am able to log in to my Norton Account on account.norton.com on the desktop where I'm having this problem.

What I do notice is that when I run NetMon (packet sniffer) on the working computers I see traffic between those computers and the Norton servers.  When when I run NetMon on the failing computer I see no traffic between that PC and the Norton servers.

It's not any firewall blocking it as I don't run firewall software on my PCs since I have a hardware firewall box at the ISP entry point to my home.

I tried resintalling the new NIS but after initiating the download it quickly came back and said the install was successful.  Probably becuase it saw that I already had that version installed.

I also rand Autofix and it didn't find any problems.

This is very frustrating.  :-(

Yank or Prasanna, if you're reading this I need your help again!

拍手0

Re: Norton Account login fails for Identity Safe

Hi bill-flynn,

I was hoping everything would be good for you for longer than a few days! 

"Failed to log in to your Norton Account. Please check the supplied credentials." on one of the desktops - I can't help but wonder

 if there is not something up with your internet connection.  This type of error can occur when (if) your connection is intermittent. 

Are you using wireless or ethernet?  Have you checked all your connections?  How about a questionable wireless card - unseated in slot.  I'm sure you get the idea of where I am going.

This sounds an awful lot like your last situation (failed to log in) - so I'm looking somewhere else to start with.

I'm sure Prasanna will jump in when they see this.

拍手0

Re: Norton Account login fails for Identity Safe

Hi Yank,

Thanks for your suggesstions.  My desktop is wired and the laptop is wireless.  My desktop NIC is integral to the motherboard, it's not a separate card.  The problem on my desktop is identical to what I was experiencing with my laptop.

It seems unlikely to me that this would be caused by an intermittent Internet connection problem given the consistent nature of the problem.  Once it breaks, it stays broken.

I uninstalled and re-installed NIS on the affected desktop but it didn't change anything.  Although I did keep my setting when I uninstalled.  I think I'll try an uninstall and have it delete my settings and then re-install on the off change it's a bad setting.

My Internet connection seems fine.  I don't notice any other problems when accessing Web sites or with other apps that access the Internet.  speedtest.net consistently shows 25Mbps.

My suspicion is that something is wrong with NIS/IDSafe inside of my PC.  I say this because I don't see any packets in NetMon flowing between my affected desktop PC and the Norton servers.  On the desktop that works I see plenty of packets going back and forth to the Norton servers when I connect to my vault.

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

Hi Bill,

I tend to agrere with you since you explained your connections, etc. that the internet  connection is not the problem.

Right now all I can suggest is a clean install of NIS. Export ID Safe, unistall NIS via Conrtol Panel (reboot), run the Norton Removal Tool(reboot)  and then reinstall NIS.

I hate to have to say that - but at present I am at a lose as to why this is happening on one and then another of your systems???

拍手0

Re: Norton Account login fails for Identity Safe

Hi Yank,

I followed your recommendation and uinstalled NIS, then downloaded and ran the Norton Removal Tool (which also removed my Norton Ghost 15), reinstalled NIS, ran Live Update (14 updates applied) and the same problem is still there.  :-(

Thanks again for your tireless efforts!

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

More info...

On my desktop computer that was still working I decided to try an experiment.  I close my online vault and logged off of my Norton account.  Now it won't allow me to log on again and I get the same failure and error message.

Yank and Prasanna, don't bother trying to help me any further.  I'm throwing in the towel on Identity Safe on-line.  It's just not reliable for me.

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

Hi Yank,

Having given up on the Identity Safe online vault I now can't seem to get back to using a local vault.  When I click the setup link the only option it gives me is to log on remotely which of course fails.  Do you know how I can switch back to using a local vault?

Thanks,

Bill...

Accepted Solution
拍手1 Stats

Re: Norton Account login fails for Identity Safe


bill_flynn wrote:

Hi Yank,

Having given up on the Identity Safe online vault I now can't seem to get back to using a local vault.  When I click the setup link the only option it gives me is to log on remotely which of course fails.  Do you know how I can switch back to using a local vault?

Thanks,

Bill...


Bill,

I believe that you did state in your first post that you upgraded to the latest NIS2013 version, correct?

If so, and if you elected to move your local vault online, then the 2013 version products have no means of reestablishing a local vault because Symantec decided to remove this ability from the 2013 products.  Assuming that this is what has happened, then the only option now for returning to using a local vault is to revert to using the 2012 version of your product.

If  you decide that you wish to do this, I (or someone here) can direct you to some message threads that outline the step by step procedure for doing the reversion.

Kind Regards,

John

拍手0

Re: Norton Account login fails for Identity Safe

Hi John,

Thank you for your response.  Yes, by all means please post information on the threads you mentioned so that I can go back to NIS 2012 to hopefully straighten this mess out.

I do have NIS 2013 (20.1.1.2) installed on both of my desktops and my laptop. Interestingly, I was able to revert my laptop from an online vault back to a local vault without a problem but not so on my two desktops.

The difference was that my laptop was still logged in to my Norton account when I did this reversion whereas my two desktops were not and I am unable to get either of my desktops to log in via NIS/Identity Safe.  And I once I logged out of my Norton account on my laptop I was then unable to log in to my Norton account again on my laptop via NIS/Identity Safe.

On all computer I CAN log in to my Norton account at account.norton.com.  It's all very strange.

Thanks,

Bill...

拍手1 Stats

Re: Norton Account login fails for Identity Safe

Hi Bill & John,

A word of clarification - I did an inplace over install for the upgrade from NIS 2012 to NIS 2013.  This type of upgrade kept my ID Safe Data intact and also left m

If you accomplish the upgrade by what used to be the reocmmended method - uninstall old, run the removal tool, and then install the upgraded version, you will not be afforded the local vault.  You ID Safe data should be transferred over to the new install, but a vault needs to be created for it and the only vault available is the online vault.

@ Bill,

You are able to go back to the Local vault on your laptop because did an over install and have not done any uninstall/reinstall on that system as you have done on your desktops.  Once you do the uninstall/reinstall you lose the local vault capabilty.

Here are the instructions I normally use for a clean install of NIS (I've used the download link for NIS 2012 as you are reverting).  I think you already have  ID Safe Data backed up - so the first step may not apply.

If you use Identity Safe for your Logins, please back it up (export) the data so it can be Restored (Imported) after you install a fresh copy of NIS.

Plese remove the copy of NIS you have installed, using the Control Panel uninstall


Download and run the Norton Remvoal Tool and reboot after it is completed. The NRT can be found here: https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=20080710133834EN&product=home&pvid=f-home&version=1&lg=english&ct=us

Download a fresh copy of NIS 2012 from here:
www.norton.com/nis12

Once installation is complete, open NIS and manually Run LiveUpdate as many times as necessary for it to respond "no more updates found". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates found" and then reboot one last time.

Once totally updated, don't forget to Restore/Import your ID Safe data.

@ all,

Here is some interesting info I found in regards to how  the "Seamless Upgrade" works:

Upgrade Overview

Starting from Norton 2010 products, the DING installer attempts to perform a Seamless Upgrade when

installed over certain products. Seamless Upgrade allows for an upgrade to happen without the previous

product having to go through the traditional uninstall phase. Seamless Upgrade also carries over the previous

product's settings and options. During the Seamless Upgrade, the installing product installs side-by-side to

the installed previous version. The previous product remains active through the installation process of the

new version. After the installation of the new version is complete, the user is provided an option to restart

the computer. At the same time, the previous product's files are marked for deletion. During the computer

restart, the previous product files are deleted and the new product takes control as the new security product.

Seamless Upgrade flow:

1  User installs a Norton product over an already existing product.

2  The installer detects the existence of a Norton product. The installer also checks whether it can perform

a Seamless Upgrade.

3  The installer backs up the settings and creates an archive of settings for migration after the installation

completes.

4  The installer installs the new product's files.

5  After the installation is complete, the previous product's files are marked for deletion upon restart. The

user is prompted to restart the computer.

6  During restart, the previous product's files are deleted.

7  After the computer is restarted, the new version is the active security product.e with both an Online vault and a Local vault as I had on NIS 2012. Both online and local vaults were setup in NIS 2012 and migrated to NIS 2013 during the upgrade.

拍手0

Re: Norton Account login fails for Identity Safe

Hi John,

I ended up searching in the NIS forum and found the instructions you referred to.  In the end I did a Control Panel uninstall of NIS 2013 with the "delete my settings" option selected.  Then I installed NIS 2012 and was able to get back my local vault.  I did discover that NIS 2012 cannot read a .DAT vault exported by NIS 2013.  Luckily I had also done a .CSV export and was able to import that into NIS 2012.

Once I had my local vault up and running I re-upgraded to NIS 2013 and ran Live Update to get all the latest updates for that.  Now I'm where I want to be which is running NIS 2013 with a local vault.

Thanks again for your help.

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

Hi Yank,

As always thanks for your excellent assistance!  As you can see from my prior reply to John I'm now in a good place with NIS 2013 and local vaults on my three systems.

I've sworn off using the ID Safe online vault.  It just doesn't work for me.

Consider this one a closed case.

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

Hi Bill,

Sorry you encountered these problems in the first place, but glad to hear that you were able to work around them to your own satisfaction.  And FWIW: Your experience in all this is exactly (one of) the reasons that I refuse to use the online vault system myself.  

Kind Regards,

John

拍手0

Re: Norton Account login fails for Identity Safe

Hi Bill,

Glad you got it all sorted in the end. 

I have just one more question - if you can verify it for me, I'll contact Norton and see if they are aware of the situation.

You said:

I did discover that NIS 2012 cannot read a .DAT vault exported by NIS 2013. Luckily I had also done a .CSV export and was able to import that into NIS 2012. 

Can you tell me how you did the Export?  Did you Export  from the local vault when you still had it, or did you Export from the Online Vault?

 

拍手0

Re: Norton Account login fails for Identity Safe

Hi Yank,

Both the .DAT and the .CSV exports were done from the online vault.

Bill...

拍手0

Re: Norton Account login fails for Identity Safe

yank wrote:

Hi Bill,

Glad you got it all sorted in the end. 

I have just one more question - if you can verify it for me, I'll contact Norton and see if they are aware of the situation.

You said:

I did discover that NIS 2012 cannot read a .DAT vault exported by NIS 2013. Luckily I had also done a .CSV export and was able to import that into NIS 2012. 

Can you tell me how you did the Export?  Did you Export  from the local vault when you still had it, or did you Export from the Online Vault?

 


Yank,


Just confirmed it in that thread...

http://community.norton.com/t5/Norton-Internet-Security-Norton/How-to-revert-to-previous-version-of-NIS-v20-x-to-v19-x/m-p/806008/highlight/false#M217228

I'm sure they had a good reason for not making the .DAT format backward compatible.  At least the .CSV format still is (for now), And a Big Thanks to Bill for confirming!  

None of this is getting any easier, is it? 

Regards,

John

拍手0

Re: Norton Account login fails for Identity Safe

@ Bill,

Thanks - understand both backups made form the online vault.  Some of us Guru's are in the process of discussing this and hopefully Norton will see it in the morning and provide more answers.  I'll keep you posted if I hear anything.

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