Can someone please tell me why the update that was given by Norton for updating 2010 to 2011 wiped out my profile so I can't log into Identity Safe with my correct password?
thanks
HI embroiderybee,
Welcome to the Norton Community. Can you give us a little more information? What version of NIS 2011 do you now have from Support > About? What version of Windows do you have and is it 32 or 64 bit?
Many, many users have upgraded from 2010 to 2011 and nothing like this has been reported.
Do you have any other security software installed besides NIS? Was everything working properly with NIS 2010 before the upgrade?
Also, after you updated to NIS 2011 did you restart the computer? If not, please try this and see if the problem is still there.
When you updated to 2011, how did you do the upgrade? Did you uninstall 2010 first or let the install of 2011 handle it automatically? If you uninstalled 2010 first, was anything else done in preperation for upgrading to 2011?
I am sure we can get this working for you and these questions will help us to guide you in the right direction.
Hope this helps.
Best wishes.
Allen
The exact same thing just happened to me too!
I can't log into identity safe since I upgraded via internet when norton alerted me to. IT keeps telling me my password is wrong!
I have no other security programs. Please help me fix this! I use windows 7 64 bit
Thanks
Kikididi
I'm having the same issue only I'm running xp.
Hi Folks,
I am at a loss to understand this admittedly because this thread is the first I've ever seen this reported on upgrading to 2011.
For all, can you please tell me what version of NIS 2011 you have now from Support > About? Also what product year version of NIS did you have before you performed the upgrade? (E.g., 2009, 2010, etc).
Was everything working properly before you performed the upgrade? Are any of you running any other security software besides NIS?
How did each of you perform the upgrade? Did you remove the older version first and if so how and did you remove any Norton or Symantec directories? Or did you let 2011 handle everything automatically?
Did all of you reboot after doing the upgrade to 2011? Did you then run live update untill there were no more updates and reboot again at the end?
If any of you have not done this, please do so and see if the problem is still present.
Next, can each of you check the following directories and let me know if you see one file called IDDStore.dat and the second one is IDDStore_bak.dat?
WIndows Vista/Windows 7: C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_18.1.0.37\IdentitySafeDataStore\S-1-5-21-1085031214-436374069-854245398-1006
Windows XP: C:\Documents and Settings\All Users\Application Data\Norton then search for the two files above.
Please NOTE that you need to have Windows Explorer configured to display hidden system files in order to get to this directory.
Did any of you by any chance do a backup of Identity Safe prior to the upgrade to 2011? This option is available in Settings > Web Settings > Identity Safe > Backup Identity Safe Data.
Thanks very much.
Allen
Ok I did not uninstall previous version which I beleive was 2010, I let Norton do it all with the upgrade and I now have version 18.1.0.37
I have windows 7 and cant find the directory you want me to look in for the 2 file names. No I did not back up prior. Of course I have rebooted.
I sure wish I never would of upgraded as now I have lost ALL my passwords!!!!!!!!!!!!!!!!!!!!!!!!!
kikididi wrote:Ok I did not uninstall previous version which I beleive was 2010, I let Norton do it all with the upgrade and I now have version 18.1.0.37
I have windows 7 and cant find the directory you want me to look in for the 2 file names. No I did not back up prior. Of course I have rebooted.
I sure wish I never would of upgraded as now I have lost ALL my passwords!!!!!!!!!!!!!!!!!!!!!!!!!
Hi kikididi,
This directory should be there. Did you ensure that Windows Explorer is set to display and allow access to hidden system files and folders?
How far down the path of c:\Program Data are you able to get? Please check for this again because even if something happened to your original data this folder must be there. The Hex numbers in the path might be somewhat different on your computer so after c:\ProgramData\Norton look for directory names with a bunch of numbers in it and start checking below that level.
If you find these two files, please tell me what the lengths are.
Sorry to state something obvious but are you absolutely sure you are entering the password with the correct case? The password is case sensitive and make sure the Caps Lock key is not on by mistake.
With your old version of NIS did you store the Identity Safe information locally or on a USB flash drive or other removable media?
Also, click on Settings from the main NIS user interface, then click on Web Settings and look in the Identity Safe section. What options do you see presented here?
Finally, please navigate to C:\Program Files\Norton Internet Security\Engine\18.1.0.37. Run the program in this directory called "coExport.exe". This program backs up Identity Safe data in clear text CSV format so save it in a safe place because if it works your passwords would be visible in clear text. It will ask for your Identity Safe password, enter it and see if it is recognized.
Best wishes.
Allen
This directory should be there. Did you ensure that Windows Explorer is set to display and allow access to hidden system files and folders?
HOW DO I DO THAT?
How far down the path of c:\Program Data are you able to get? Please check for this again because even if something happened to your original data this folder must be there. The Hex numbers in the path might be somewhat different on your computer so after c:\ProgramData\Norton look for directory names with a bunch of numbers in it and start checking below that level.
If you find these two files, please tell me what the lengths are. PLEASE EXPLAIN TO ME HOW TO ACTUALLY GET TO THIS STEP BY STEP USING WIND 7
Sorry to state something obvious but are you absolutely sure you are entering the password with the correct case? The password is case sensitive and make sure the Caps Lock key is not on by mistake. YES I MADE SURE
With your old version of NIS did you store the Identity Safe information locally or on a USB flash drive or other removable media? NO I DID NOT
Also, click on Settings from the main NIS user interface, then click on Web Settings and look in the Identity Safe section. What options do you see presented here? IDENITY SFE ON , PROMPT ME WHEN I AM NOT LOGGED IN, LOG INTO IDENITY SAFE AND CONFIGURE/
Finally, please navigate to C:\Program Files\Norton Internet Security\Engine\18.1.0.37. Run the program in this directory called "coExport.exe". This program backs up Identity Safe data in clear text CSV format so save it in a safe place because if it works your passwords would be visible in clear text. It will ask for your Identity Safe password, enter it and see if it is recognized. TRIED THIS AND STILL GET ERROR ITS WRONG PASSWORD.
Best wishes.
Allen
I just updated and have the same problem! I have another computer that I haven't updated yet, can I transfer the passwords from the 2010 to the 2011?
Hi Folks,
I will look into this more tonight after work.
In the meantime, due to 5 people reporting this I have alerted Symantec staff and requested their involvement.
More to follow.
Best wishes.
Allen
Don't mean to jump into the middle of this Allen, but I'd like to ask the folks having the problem if they attempted the upgrade from NIS 2010 to NIS 2011 after they installed the latest batch of Windows Updates, or if it started/was noticed after the Windows Update were installed??
It is weird and I have been following along as I am also curious. I am also using Windows 7 64 bit and I had to use Program Files (X86) in lieu of Program Files to get to the proper files location) BTW the length in my IDDStore.dat and IDDStore back.dat ar both 1.68 MB (created 31 August 2010 and last modified today). Also coexport.exe was located in Program Files (X86).
For those having difficulty navigating to the location, I would suggest running a search for IdentitySafeDataStore.
(Search hidden files and / or show hidden files)
Hi Folks,
For those who do not know to configure Windows Explorer to show hidden files & folders please see the following links:
Windows 7/ Windows Vista: http://windows.microsoft.com/en-US/windows7/Show-hidden-files
Windows XP: http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/tips/hiddenfiles.mspx
Also change the following options which is in the same location:
Clear the checkmark for "Hide Extensions for known file types"
Clear the checkmark for "Hide Protected operating system files"
Check "Show hidden files, folders and drives"
After we are all done with this I would recommend changing these back to their current settings.
Hope this helps.
Best wishes.
Allen
Hi again Folks,
Please take a look at the below image if you are having this problem with Identity Safe. This is how yours should appear in terms of available options and configuration in the Identity Safe section.
Also if you find the IDDStore.dat please be sure and let me know what size the file is. Also the size of the IDDStore_bak.dat file.
Best wishes.
Allen
Hi Folks,
This type of problem has not been reported until essentially this thread and many users have upgraded from 2010 (or even earlier) to 2011 without any problems.
However I am going to do some testing tomorrow on my test laptop and fall back to NIS 2010 and then go through the entire upgrade process again and see if this problem happens on my system.
I will be sure and pass on results once I have done this. A bit too late to do this tonight but I will do so in the morning.
This may sound silly but can each of you try logging into Identity Safe with NO password? If the password is somehow wiped out this might work but it is really just a guess on my part and something harmless to try. 
Best wishes.
Allen
As noted in another thread I have exact same problem - can't access profile with known password after upgrading to 2011 on a Win 7 64 bit machine. Not happy.
Allen
Found the files and here are the sizes of mine.
IDDstore.dat and IDDstore_bak.dat are both 4.27
NOW WHAT?
I do not have the "Identity Safe Set Up" line. I have Windows Vista, by the way. Also tried not entering password and pressing enter, didn't work.
I have exactly the same issues after upgrade from 2010 to 2011. Also running Vista, also do not see the "Identity Safe Set Up" line.
Tried suggested fixes with same negative results. Version is 18 1 0 37
Very unhappy that user back up of existing id safe data option is not part of the documented upgrade instructions.