I have the Identity Safe app installed on my Android phone, Android Tablet and my PC. Everything was working fine until last week, when the app on my phone quit accepting the vault password. It keeps giving a message that the password in incorrect. The entered password is correct and worked fine before and still works fine on the Tablet and PC.
I tried installing the app on my phone and then reinstalling it, but the same thing is happening.
I tried contacting Norton Support, but they said the Android App is a Beta App and they do not support it. I looked through the Forum messages and couldn't find anything on this. I did find an review on the Google Play Store page for this app, that said a guy was having the same problem that I am, but there wasn't anything else.
The phone that the app is installed on is a Samsung Galaxy S3 running Android version 4.1.1
If you can still use the tablet and the PC I've asked this thread be moved to a mobile device board for better exposure and a better chance of finding other users with your phone.
Can you check to see if you were logged out of the Norton Account and perhaps this slipped by you?
It could be you are entering your vault password into your Norton Account password field.
If you were logged out of Norton Account you will need to log in with the Norton Account password and then your vault password. Any chance this happened?
Rhonda
PGM for Norton Identity Safe Mobile Edition
ps. The app is not in Beta. I will circle back with support and make sure that is corrected.
I am having the exact same problem. I AM logged in to my Norton Account on my mobile device but it keeps rejecting my Vault password, even though I am entering the correct password.
I am on a Toshiba Thrive Tablet, using Andorid 4.0.4
I am also having the same problem on my android tablet...the vault on my laptop works great so when I saw the mobile app available on google play I immediately downloaded to my tablet. When I first tried to sign on to the vault on my tablet I, signed on to my nortons account successfully. When I attempted to log in to the online vault, It said the password was incorrect. I clicked on the password hint although as far as I know I have never entered a password hint for my vault on my laptop. The password hint was not anything I would ever use as a hint! I then went to the vault on my PC to see if possibly I had entered this without remembering. I closed the vault and reopened it with the password I have always used and it opened without any problem. There was an option to open my online vault so I attempted to do that but got the same error message as I did on the tablet. It let me switch back to local content (thank goodness) . I unistalled the app and reinstalled it but I still get the same message. When I went to norton support I waited online chat for 45 minutes only to be told that this app was free and had no support offered! Can anyone help please?
Can you also try to see if your datastore is on the server? Go to http://identitysafe.norton.com and choose Sign in. Enter your Norton Account log in and then your vault log in.
Two things: If you have done this on the portal before your logins could be in our cache which if that is the case this test won't tell me much. If you haven't and they are there then that helps me narrow this down.
If you haven't ever been to the Portal and they aren't there I need to know how many times you tried to enter the PW that wasn't working. Was it 10, or was it like 100? There are security measures in place to lock the vault if we keep seeing "invalid password".. even though yours was the correct one. Something is clearly not right. Seems like I have three of you in this situation.
I am also having the same problem on my android tablet...the vault on my laptop works great so when I saw the mobile app available on google play I immediately downloaded to my tablet. When I first tried to sign on to the vault on my tablet I, signed on to my nortons account successfully. When I attempted to log in to the online vault, It said the password was incorrect. I clicked on the password hint although as far as I know I have never entered a password hint for my vault on my laptop. The password hint was not anything I would ever use as a hint! I then went to the vault on my PC to see if possibly I had entered this without remembering. I closed the vault and reopened it with the password I have always used and it opened without any problem. There was an option to open my online vault so I attempted to do that but got the same error message as I did on the tablet. It let me switch back to local content (thank goodness) . I unistalled the app and reinstalled it but I still get the same message. When I went to norton support I waited online chat for 45 minutes only to be told that this app was free and had no support offered! Can anyone help please?
Are you sure you set up the online vault from your PC? This is not done automatically, and if you have been using a local vault it is one more step you need to perform. The Android app can only use the online vault you set up on the PC.
You also need a more secure password for the online vault than you do for the local vault.
When we launched 2.x both iOS and Android are now stand alone vaults. You can utilize one vault of course, but if you don't have a vault on a PC or Mac you can still use the mobile version.
Hi...thanks for answering so quickly! When I click on the link you provided it allows me to sign into my Nortons account but when I try to log into the vault it will not let me saying my password is inncorrect. I have attempted to sign in on this several times..way over 3 but I hope not 100! (that would imply I don't really have a life..:) ) I am not sure what you mean by portal. I have never successfully logged into the online vault but I have a local content on my laptop. When I access the identy safe web page through the dropdown on my notyon toolbar it shows all my most visited logins on the website. Not sure if that helps or not!
Hi...It doesnt give me an option to "set-up" an online vault that I have found...just to sign into it..when it wouldnt work on my tablet I assumed I needed to go to my laptop and setup the online vault but could not find where to do it...just somewhere to sign onto it..which did not work. The strangest thing is there was the password hint that I have no idea where it came from. Is there steps for me to follow to set up the online vault? Can you post them here?
2)You never moved your "Local" vault on you PC to the cloud
3)You downloaded the Android version and automatically started entering the password for your "local" vault from PC.
Sound right?
If that is the case, your Android has no way to know about your cloud vault from your PC because you neve moved it from your PC to the cloud so your Android could access it.
QA team are going to help me at this point. Whatever info you can give us helps. Especially the sequence of events and what build you are using of the Software. Go to Settings/About.
what you wrote is exactly what has happened...i did not move anything to a cloud although I did go to my laptop and try but I have no idea how to do it. My build is 2.5.8
I set up Identity Safe on my Samsung Galaxy II Stratosphere (Verizon's name for it) yesterday and successfully used it, including getting into the vault. This morning, I received several "Incorrect Password" messages upon trying to Open the Vault. I checked on my PC and opened without problem. Per Rhonda's suggestion, I went to the Indentity Safe website on a PC with the vault closed. I was able to open the vault, and the logins were listed, indicating that the vault is in the cloud. The version of Identity Safe on the phone is 2.5.8, and it's running Android version 4.0.4. The password hint was the proper hint.
Having done all of above, I retried on the phone. Voila! Identity Safe accepted my password and opened the vault. Go figure.
I’d recommend you take a backup of your vault before moving it.
This is how you move it. If you have already moved it you will not see that option in settings. But, you said you haven’t so you should see it.
1.Install NIS/N360 (already done)
2.Login to the local profile which has low/medium password strength
3.Sign into Norton Account
4.Go to IDentity Safe Settings window and select the option to move local profile to online profile
5.Provide the local password for validation
6.Provide a strong password and try to move from local to online