I'm just sorry that I could not come up with a resolution which will work for everyone.
This problem is very odd I must say. So many users had previously updated from 2010 (or even earlier like 2009) to NIS 2011 and did not have any problems like this.
To my knowledge this issue only first came up when this thread was started on 12/15 and I'm on the forum all the time it seems so I have a pretty good feel for how many users have done this same upgrade.
Unfortunately I trusted what I thought was a world class company (symantec) to prevent any issues from happening. I previously backed up the safe on my first upgrade years ago. I went through 2 other upgrades without issue.Now the upgrade to NIS 2011 has ruined me because I did not export the safe. The install did not even ask me to backup the safe. You would think there would be a warning, right? Waiting for India to call me back on the escalated case.
"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??"
I asked as I am one of those who installed NIS 2011 (over NIS 2010 on both Win 7 and Vista systems) long ago and never had any problems. My Add/Remove programs show NIS 2011 installed on Aug 31, 2010. My IDDStore and Bak show as created on Aug 31, 2010 and both show as modified on Dec 18, 2010.
It seems as if the recent NIS 2011 installs (after Dec Windows Updates on or about Dec 14) are the ones with the problems.
I know the Outlook 2007 update caused problems and even changed the settings in some email clients, so there just may be something in another update that could have messed up the ID Safe settings somehow.
Interesting question. As you said and I mentioned before that so many users have done this upgrade and just suddenly the problem started on 12/15. This was of course after Microsoft released Tuesday's mega-update.
Sure I think it is possible it might be related. I know I did the MS update last night on my test laptop and reproduced this ID safe issue today so I certainly cannot rule out this possibility.
Tell you what I can do, is to restore my test laptop to a time which pre-dates the last MS update and go through the same process again. If I am then not able to reproduce the ID safe problem, then you are definitely onto something.
I'll come back with results.
In the meantime for everyone else having this problem, can you check your Widows update history and confirm when your system last had Windows updates installed? Compare this to the date that your ID safe problem began and let us know the results.
I have automatic Windows XP Pro updates turned on and it recently did one or or about Thursday with NIS2010. Everything still worked on reboot.
I went the NIS2011 upgrade wizard today to upgrade and immediately on reboot I was told my IdentSafe password was incorrect.
:(
Hi dyed12,
Thanks for the information. I'm keeping track of all this so I can apprise Symantec of any findings.
Right now I am restoring my test laptop to an image backup created on 11/21 and will then remove NIS 2011, run the NRT and install NIS 2010 from full version download. I will then live update it to the latest 17.8 update of NIS 2010, verify ID safe works and then update back to 2011 via the Norton Update Center and see if I can still reproduce the problem.
Depending on what you find, if all is OK prior to installing the Windows Update, perhaps the old "install one at a time" to find the culprit would be the route to go.
One other question I thought of that may help, is to ask those who are having the problem if they have Office 2007 installed. If not then this would eliminate the testing of the installation of those updates.
I certainly appreciate you taking the time to get to the bottom of this. Although I am not affected, I am very curious about the outcome.
Though a great idea, unfortunately this did not work either. I restored all the way back to 11/21 and ran through the process again just as I did when I originally reproduced it and the problem still happens.
I did confirm that the last Windows update was from end of October.
Though a great idea, unfortunately this did not work either. I restored all the way back to 11/21 and ran through the process again just as I did when I originally reproduced it and the problem still happens.
I did confirm that the last Windows update was from end of October.
Still working with Symantec on this.
It really was a great theory my friend.
Best wishes.
Allen
Thanks for the try Allen, I guess in one respect it is good that you continue to eliminate certain things as you go.
Yes I did try setting the clock back and the problem still occurred.
VERY interesting what they did to fix the problem. I am still working with my direct Symantec contacts on this and yes we are conversing about this even though it is a weekend.
I would encourage others not to go this route until I have had a chance to work through a few more things with some other Symantec contacts.
I promise that I will keep everyone updated as we work through this issue. I've been on it ALL day and I'm not going anywhere.
I'm having the same problem. I should be in bed getting some rest for work tomorrow, but I'm up d!kkin' with this IS 2011 Identity Safe issue instead. I'm using the trial version, but I'm sure I wont be buying this piece o' crap software after this frustrating event. Thanks a lot, Norton!
Welcome to the Norton Community. I am very sorry that you are having this problem and I have to admit it is not a good introduction for you to have this kind of problem during a trial.
However I can assure you that this is is the very first time I have seen this kind of problem and I am working with Symantec to get a final solution for everyone.
I hope that you will reconsider as NIS is a very good product but if not I can understand where you are coming from.
I'm just curious about how you have come to see the issue in the trial version. Is your situation the result of upgrading from NIS 2010 to NIS 2011, as the other reports have been? Or, are you seeing this from installing the NIS2011 trial without having used NIS 2010?
I was running N360 and was satisfied with it until I "upgraded" to v4, then there was an issue with the "shut down computer upon completion" box. Not happy with that, and since v3 is no longer available, I figured I'd give IS2011 a try. (no sense in paying $10 extra for someting I'm not completely satisfied with) And now, this.
Sorry about the troubles with Identity Safe! I also apologize for not posting in this thread sooner. I was working with AllenM to help understand this issue better and to look for solutions.
The problems with Identity Safe can be fixed by updating to Norton Internet Security 18.5.
2) Launch the installer and select I Agree and Install.
The installer will update you to 18.5. You will need to reboot. After you boot back up, login to Identity Safe.
Norton Internet Security 18.5 is currently only available through the above download link. We will be pushing our 18.5 through LiveUpdate soon, as well as updating the Norton Update Center.
I was running N360 and was satisfied with it until I "upgraded" to v4, then there was an issue with the "shut down computer upon completion" box. Not happy with that, and since v3 is no longer available, I figured I'd give IS2011 a try. (no sense in paying $10 extra for someting I'm not completely satisfied with) And now, this.
Hi rm,
Are you having a current problem with NIS (Norton Internet Security)?
I can only assure you that this kind of problem is unheard of, it is a first and Symantec is working on this and will likely be posting some details soon.
If you are not having a current problem I would recommend that you continue your trial and see how you like NIS otherwise and keep an eye on this thread for the resolution.
If you are having a problem, I would recommend that you start a new thread and we will be more than happy to assist you in resolving it.
