Identity Safe App for iOS crashes

Archive
21

As you followed this thread, it seems to have something to do with an existing older vault. Creating a new vault sems to be OK.

 

Let us know if you get to a point that it fails again. This may identify some limit in the app.

 

 

 

22

I will spare you all the messy details of my investigation. Suffice it to say, Murphy's Law has several new corollaries.

I imported the old vault file and deleted all but one entry. I opened the ID Safe on the iPad, and entered the password. A list of previous entries appeared briefly, followed by the familiar crash. Things deteriorated after that. Finally, I decided to reset the vault by closing, entering an incorrect password several times, etc. But, the program went into a spinning wheel loop that I was unable to escape except by using the Task Manager. Ultimately, I had to uninstall and reinstall Norton 360 and import the new vault.

I also deleted ID Safe on the iPad, and reinstalled it.

Summary: It appears that the failure of the old vault is not due to a single bad entry. I did note that the CSV file of the old vault had five blank lines interspersed in the original file. Aside from this, there were no visible anomalies.

Conclusion: Rebuiild the vault. The new vault seems to work on several devices and offers the desired portability. A printout of the CSV file of the old vault will help.

                                                                                                        I plan to get on with my life.

23

Hi Ricco,

 

I will report the "spinning loop" issue to the PC team.

 

For Mobile, we are working on an update for an iOS 7 crash.  The silver lining is that there is a good (and I say that optimistically) chance this will update may fix the other crashes. 

 

I know you want to get back to your life, but one particular interest would be to look in the CSV file to see if those blank lines are site names. For some reason we are seeing that a NULL site name is causing the app to crash.  Why the site name because NULL is still a mystery. Regardless, the app shouldn't crash.

 

Rhonda

Program Manager- IDSafe Mobile Edition

24

Hi Rhonda,

this latest update seems to have fixed the problem.  The app no longer crashes upon vault login.  Thanks to you & your team.

25

I am golden as well. No further crashes or issues. Thanks again team for all the hard work in getting this resolved for all of us. You folks are the best!

26

Thank you both for letting us know it worked.

 

 

 

27

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 !!!!

28

To help with diagnosis,

 

What IOS device are you using (iPhone or iPad) and what version of IOS are you using?

 

 

 

29

Hi nightriderrv,

 

We are sorry about the issue you are facing. In addition to providing answers for peterweb's questions, could you also send us the logs? I have sent you a Private Message ( PM.gif ) with the instructions. Please take a look at it when time permits.

 

Thanks!

Gayathri Rajendiran
Norton Forums Administrator
Symantec Corporation