Let me start by saying that I am a bit slow on the uptake and often miss the most obvious solutions. That's why I did hesitate before contacting the help line, which I did for all of the problems I've encountered. They weren't able to help.
I installed 360 about 2 weeks ago. I have a few problems that I don't see on the forum. I'll only enter them one at a time so they are clearly defined on the subject line. Here's he first one.
I can't set up Identity Safe. The set up wasn't working when I first installed it from the add on pack. Later, when I called in to the help chat, They ran the Norton uninstall tools then reinstalled everything. They weren't able to get it to set up either.
When I enter my information on the first input screen and then send it, nothing happens. That's my problem. I assume that there should be some sort of 2nd screen at least but I get nothing else. 360 seems to work the same after (at least no additional problems).
When it wouldn't set up after the help line reinstalled everything, my line mysteriously dropped and I haven't had the time to devote to having them re-remove and reinstall everything since then.
I had hoped someone else on this forum had experienced this problem and found a miraculous solution. If not I will try again to contact the help line, when I have a couple of hours to spare.
Im not sure if I can help but ill try. I had problems with identity safe. Try going into settings, identity safe profile,password and security and check the first option. Mabey this will help. If not try options in identity safe profile.
Thanks, I probably haven't been very clear but I can't get past the first entry screen at the settings, identity safe level so there is no profile to get to, or at least if there is, I have no way to get beyond the set up screen. That's part of the frustration. I can't access anything within the Identity Safe icon. And, as with all of the help screens that I've encountered so far, with the Help screen on the screen, there is no actual help to be found.
It will be usefull for further troubleshooting if you can provide the information regarding your operating system(Windows Xp/Vista - 32-bit/64-bit) and Internet browsers(Firefox/Internet Explorer) with version which you use. If you are using Windows Vista 64-bit, the Identity Safe/Phishing protection won't work, that's why I am asking for that information. Also, let us know if you have any other Security programs installed in your computer.
Here's the information from an answer I gave to one of my other problem requests.
I've rebooted a number of times.
I currently have version 2.5.0.5 of 360 and version 2.1.0.55 of the add on pack. By the way, these versions were installed through the help/chat representative (who had taken control of my computer about 2 days ago. (and no they weren't able to solve the problem after they performed the removals and re-installs, but before my line was dropped after no solution [to any of my problems] was forthcoming).
When I originally installed 360, I used the Norton removal tool to remove System Works Premiere 2005 & Norton Internet Security 2006, which I had actually been perfectly happy with (but I thought that 360 would combine everything into one program).
I do have Spybot installed.
I have Windows XP Home Edition Version 2002 Service Pack 3. And I have no idea if it's 32 or 64 bit but assume that it's 32 bit from the reply on the other problem "Warning Message Boxes Black letters on black background"
Do you had Norton Password Manager installed along with Norton SystemWorks Premier 2005?
Symantec used to distribute Norton Password Manager as bundle along with Norton SystemWorks 2004/2005/2006 .(Not sure..)
Can you try to setup Identity Safe once again?(You may have already tried this, just re-checking)
1. Start Norton 360. 2. Click Settings. 3. Click Identity Safe. 4. Enter the password credentials, and then click Next. 5. Follow the on-screen instructions to enter the Identity Card information.
I can't get past step 4, that's the original problem. Nothing (ever) comes up/back after I click next. There is no step 5 happening on my machine. It's as though I hadn't done step 4.
Though, on the main screen of 360 it shows the green check in the Identity Protection circle with a green "Protected" underneath it. Then the statement below...
"You are secured for online shopping and banking."
Check whether all Symantec services are started properly and enabled. 1. Click Start > Run. 2. In the Run dialog box, type the following text: services.msc 3. Click OK. 4. In the Services dialog box, in the Name column, double-click COM Host. 5. To the right of Startup type, verify that Automatic appears. If Startup type is not Automatic, then in the drop-down list click Automatic. 6. To the right of Service Status, verify that Started appears. If the Service status is not Started, then click Start. 7. Click OK. 8. Repeat lines 4 through 7 for each of the following services: - Symantec Event Manager (You may ignore this item if you are unable to find it in the list of services). - Symantec Settings Manager. - LiveUpdate Notice Service (You may ignore this item if you are unable to find it in the list of services). - Symantec Core LC. 9. Close the Services window. If you have made any changes restart the computer.
Only COM Host &Symantec Core LC were not automatic & started. I set them as you proposed. There was not any difference after a restart in how norton 360 worked, as far as the problems I've noted.
What changes did I just bring about by doing this?
Symantec Core Lc service is the one responsible for activation/subscription of Norton program. COM host service is dependence for the Symantec services running in the computer. If some of the Symantec services are not running/started properly similar issue may happen. That's why I suggested to check those services. Have you tried to Setup Identity Safe after checking those services?
If the problem persists, try running the Norton Removal tool multiple times(2-3 times) and then download the latest version of Norton 360 from the Symantec Trialware Web page. Don't activate it after installation, the Norton 360 can work as a trial for 30 days without activation. Kindly check whether the problem is still present with Identity Safe and then post the results.
Used Norton removal tool 4 times, restarted between each. Uninstalled spybot (advice on another problem). After reinstall turned off then restarted multiple times. No difference. All problems are as before.
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