Identity Safe App for iOS crashes

Identity Safe App for iOS crashes all the time, I have reloaded it many times this happened from the update now it is useless it won't stay open long enough to get to a site. I like the look but if it's not broke don't fix it !!!!


BigKahuna311 wrote:

I cannot use my ID safe app on iPad. Installed ok but when I try to log into vault, the app closes. When I reopen it I get an error messthat that says unexpected error "send or don't send error report". This app has never worked and I've sent the error report at least 50 times. I can log into my online vault through the website and everything is there. Please help, I love my Norton Product on my PC and want the same on my iPad but I'm close to purchasing someone else's app. Than you.

 


What version of the app do you  have installed? Where you start the app, tap on the ? at the bottom of the page and tap About.

 

Try deleting the app from your iPad, and then re download it. There may be some corruption in your initial install.

 

The app works as advertised on my iPad with IOS 6.1.2

 

 

 

Hi,

 

Can you tell me the size of your vault?

Or approximately how many log ins you have?

Are you online when you start up the app-- assuming yes, but just checking.

 

Also, if there are memory issues the OS will just shut down apps. 

 

If you haven't yet, can you please send the error report through so we can look at it? 

 

Thanks,

Rhonda Leopold- Program Manager, Symantec

 

Also no memory issues with iPad. 58 GB capacity. 48.7 GB available.

Not sure if you run your iPad like I do by never shutting the OS down, just letting it sleep, or whatever Apple calls the standby mode.

 

Have you turned your iPad completely off? Then restart the iPad and see if the Identity Safe App is working.

 

 

 


BigKahuna311 wrote:

That is tue, I rarely shut it down. So I did that today. Shut it down for at least 4-5hrs or more but no luck. Still not working and  giving me same error message after cling and reopening. I'm flustered.

 


Now you have closed and reopened the OS, try uninstalling and reinstalling the app again. Try closing all unnecessary apps while you install.

 

 

 

 

Hi,

 

I have been working on getting your crash report.  I am hoping they find it today.

Can you send me a private message with your email address?  I think we should pursue this more one on one. 

I will let Peter know the outcome. 

 

Thank you,

Rhonda

Got it. Thank you!

 

Sorry guys, that did not work. Same problem still happening. What else you got?

 

Country is USA.

 

OK, just tried this and still no luck. Same error closing app and then upon reopening have to send error report.

 

Crazy thing is though Peter, this app worked at one time! And for the life of me cannot remember what may have happened.

 

One idea....my Norton 360 expired ealier this year and had to repurchase a new subscription. It did not affect my vault on PC though that I remember. Any way to look into my account trouble tickets that were resolved over the past year? I remember having some issues with my PC but just not what they were exactly. My account has been the same for years and hasn't changed.

That may give you a little more insight into what is actually going on. With all the uninstalls and reinstalls I've done I hardly think it has any bearing but hey, you guys are the experts. Thanks.

Hello peterweb,

 

I am having the exact same problem as bigkahuna with the app crashing when trying to open the vault.  What's interesting is if I reset my vault & do not import my backup, leaving the vault empty, I can open the vault on the IDSafe app which displays no logins.  As soon as I import my backup file to my vault via NIS 2013 into my vault, the IDSafe app crashes.

 

I use NIS 2013 latest version & the latest IDSafe App.  Tried re-installing it & the other Norton Apps but has made no difference so far.  The App used to work before the update around March or so.  I have also submitted my errors reports.

 

Thanks.

BigKahuna

 

Try the scenario NorthernPaladin used to see if you get the same results.  This will help Rhonda and the team with troubleshooting.

 

 

 

FYI, I used the .dat format.

This is good news. I've been using ID Safe on my PC for about 3yrs. It's the greatest. Not sure which version, I can't seem to find that. But it came with my Norton 360 Premier back in the day. I got the iPad app originally about a year and half ago and was working great. Then I changed jobs and didn't use the app at all for quite awhile and now, well....you know the rest.

I would opt to say it was imported from a different version now that I think about it. My 360 subscription had expired earlier this year and when I finally got around to renewing, it was listed as a new updated version. I remember having your guys tech support actually log into my PC to help me import the vault and get it up and working. That was probably about the only thing I can remember ever changing that would have caused this. Especially after having it work for awhile beforehand. Problem is I hadn't used the app for months before this time or after it until about a month or two ago which is when I noticed the problem.

 

I'm not sure I fully understand the reset RDLeo. If I reset my vault, it wipes out everything. How can I re-establish without having to key in every single one again? I want to do this on my PC first, so I'll assume I need to delete the mobile app first and reinstall after the rebuild. Help me out with the rebuild though and what I might be missing about not having to key every one. And yes, it will be painful but I'm willing to try anything at this point, mainly for the sake of helping otheWho who may have this problem arise.

Yes Rhonda to the first 3, and yes to the cloud now but was not at the time of import, It was from the PC and I remember we had issues with the import also at the timI. I just don't remember to what extent. You never think these things will come back to haunt you later. Anyway I think the tech guys helped me get the cloud set up I believe. I will try doing a reset on the vault and test after a couple additions to see if working. I'll give you a full report on that once I can make the time to do it. Thanks again for all the help so far.

FYI: I have had the exact same experience in attempting to use Norton ID Safe on my iPad and iPhone. Both devices are running IOS 6.1.3 and the ID safe is ver. 2.5. I all but gave up on it, since I did not have the time to solve the problem.

I now have the time, and will review the thread of postings and follow recommendations and suggestions.

I will share the results. (I am using Northon 360 Premier on my PC.)

Yes this is indeed puzzling and telling that it is indeed data causing the crash.  We have yet to reproduce this on a regular export import in the QA labs.  In the mean time we do have an internal employee showing crashes that are similar and her history is that she had at one point imported some corrupt data. The app shouldn't crash if there is corruption regardless.

 

Thank you for doing this.  We are also resorting to indepth code reviews in Engineering to see if there is somewhere we aren't handling these exceptions correctly.

 

Rhonda Leopold

Program Manager- Norton IDSafe Mobile Edition

 

 


Ricco76 wrote:

Test results: BigKahuna311 and NorthernPaladin are not alone. I followed the various steps above with the same results.

After saving the old logins, reseting the vault, and adding a few logins, ID Safe on both iPad and iPhone functioned as expected.

I exported the new logins. When I imported the old logins, I watched ID Safe close on the iPad.and become disfunctional.

I reset the vault and imported just the file of new logins. ID Safe opened properly on the iPad. Puzzling?

Since my list is not long, I am reentering logins one at a time in an attempt to determine if one of these causes a failure.

To be continued. . .


How long have you been using the old logins? How many do you have?

 

I just finished trying to replicate your problem by resetting the online vault and then importing both DAT and CSV formats, both replacing and merging,including an older backup. The only hicup I ran into, was that when I logged into the vault, all the logins appeared, then I was logged out. The second login worked properly.

 

I am still unable to get the app to crash.

 

 

 

1. The old vault contained 31 entries.

2. The old vault entries were exported in both DAT and CSV format.

I will retest by resetting and importing from each format.

Meanwhile, I am systematically rentering each entry by reviisiting the sites to create what I call my new vault.

After each entry, I export the vault in both formats.

So far, it functions as expected. I will continue as time permits, and report back.

I am also visually comparing the CSV export files for both the old and the new vault to see if there may be a clue.