I started encountering this error today and it has me confused and baffled. Identity safe was filling out information on a website that I was logged into that I didn't want filled in. So I logged out of Identity Safe, finished what I was doing on the page, and then logged back in to find out that all of my log-ins and cards were gone except one website which I rarely go to anymore.
I tried restarting identity safe to no avail, and rebooting my computer as well. This did not solve the problem. I did not have a back up (even though I thought I had created one, it's no where to be found) yet that is not the strangest error. When I go back to another page and attempt to refill out information such as for Gmail, it doesn't prompt me if I want to keep the password or not, it just appears back in the Identity Safe after I log into the website. However if it's a completely new website I get the prompt if I want to save the log-in, like what happened when I registered for Norton Community.
Is there a way I can either get my log-ins back (since it acts sort of like it hasn't lost the information yet as shown with Gmail), or if I can force Identity Safe to start with a clean slate so to speak so it acts properly?
[Edit]:
I am very positive that it still has all of my log-ins present, as I was trying to log into another website and it asked me if I wanted to update my information for the page (I entered my password incorrectly on purpose) as opposed to adding the information silently like it did with Gmail.
If were you I would upgrade to Norton360 version 4.2.0.12. Your Version is old. That should keep you busy for a while. Probably your secure sign data is lost.
I have over 300 days left of my subscription for this version of 360, and I missed my opportunity to upgrade for free so I'm content to use this version as long as it helps keep my computer protected from most threats.
Just open Norton 360 and go to the help tab and click “check for new version” and it will upgrade you automatically. I had a similar issue years back when my version of Norton was too old to be supported and I had to upgrade.It takes a while to upgrade and if you have problems these kind folks in this forum will guide you through.It’s a free upgrade so give it a try you will love Norton Version360v4. Great improvement over Norton 360v3. Regards, Paul
As long as you have a current subscription, you are entitled to a free upgrade to N360 version 4.2. If you have over 300 days left, then you haven't missed your opportunity to upgrade for free.
I am able to see all of my log-ins from the Manage Log-ins selection, which is a relief to see. However selecting Cards & Log-ins from the Firefox toolbar shows very little of the information I actaully have saved.
I lost my sign-ins on Saturday. There was harddrive failure with Symantec. If you are using Firefox there is an update to 3.6.10 and 3.5.?..There are a lot of posts on 360v3. Symantec recommends you upgrade to 360v4. Paul
Alright, I didn't know before hand if I was able to update to the latest version of 360 for free. I am currently up to date with both Firefox and Norton 360 now and I am still having the same problem.
I am a bit unclear on what your issue is since you say the login information is still present in your profile. Could you please restate exactly what problem you are having with the information? Is it just a matter of the forms not auto-filling?
It's confusing for me as well and describing it has proven awkward. The problem lies with the fact the Auto-Fill feature no longer works even though Norton says all of my log-ins are present. However when I check the Cards & Logins option in the tool bar inside of Firefox, the drop down menu shows only a small portion of the log-ins that I should have saved. For those log-ins that show up on the drop down menu, the auto-fill still works. Let me know if I can clarify.
This issue has been reported a few times previously and I don't believe there has been any official resolution posted. However a user, DCD2008, reported a method that fixed the problem in his case in this thread:
Here's what I did and here's what ultimately restored everything:
1) I used the IdentitySafe back up feature one more time to make the most current back up of all my logins.
2) I logged out of the program and used the "incorrect password login" technique to force the program to reset everything. When you enter an incorrect password 2 or 3 times, ID Safe will tell you that it's going to reset itself and restore itself to a "fresh install" state.
3) Once the program went into reset mode, it told me that it had found a previous profile. It also asked me for my previous password. This time I entered the correct password. The program loaded and when I checked my "Cards & Log-in" dropdown menu, ALL of my log-ins had been restored and the autofill feature was again working.
Now, had the program not restored my previous profile, I was prepared to use the Restore function within ID Safe to load all my log-ins back into the menu, hoping of course that it would fix the problem but it apparently wasn't necessary since the program reset itself with my existing profile (or perhaps it just located the backup copy I had made and used that by default) but in either case it's all up and running now.
Once you have your information safely backed up to a folder where you can relocate it easily, there is certainly no harm in trying this out. Let us know how it goes.
Finally, this solved my problem completely! Thank you so much for helping me out. I wasn't looking forward to re-entering all of the data for the websites I visit and this saved me a lot of time which is good with my university starting up soon. Thank you again
You're welcome. Once I understood your issue I recalled seeing other similar reports and got lucky in finding that someone had figured out a way to fix this. Glad to hear it worked - I'm sure others will benefit in the future as well, so thanks for circling back to let us know!
