I received an update of Idenity Safe (IS) to 2.5.8 on Galaxy Note 2 running Android 4.1.1. I can log into IS from a PC or I can use the web browser in IS to log into IS from the web page.
My vault is in the cloud and has been for at least a year.
I’ve read and tried most of the suggestions in this thread. This is clearly a bug with the Android app. Please get this fix ASAP.
I just got mine to work. Here is what I did (thanks to reading Allen D's new post on the forum).
- I tried logging in on my Android. Same “Incorrect Password” message. Logged out of Norton Account on Android.
- Went to my PC. Norton 360 all logged in and working. I closed the Vault and logged out.
- Then I went directly to the website from the link in Rhonda's previous post. I logged into Norton Account, Logged in to my vault. Everything came up just fine. Then I logged out and closed browser.
- Went to Android, opened the App, logged in to Norton Account, logged in to Vault and Hey Presto, everything came up.
Not sure why that would work or what caused the issue in the first place but that seemed to do it. Thanks to Rhonda for her efforts via forum and e-mail.
Hi Mlutzo,
I believe you are saying you are experiencing the same thing?
It worked fine, then suddenly after you updated you can't log into the Android vault?
But works fine on PC right?
Can you try this:
Log out of Norton Account on your Android
Log out of Norton Account and Vault on you PC
Log into Norton Account and Vault from http://identitysafe.norton.com (log out first if you were already logged in somehow)
View log ins on Web
Log out from http://identitysafe.norton.com
Go back to Android and log into NA and see if you can log into your vault now.
ps. I work in engineering and have people looking into this.
Rhonda
ok i have finally got to the option to sync my vault but it says I already have an online vault and wants to know if I want to merge my local content to that vault...I am afraid to do that since i cant get into the online vault..when I choose no it does nothing..should I say yes?
Carrie,
Have you yet tried to log into: http://identitysafe.norton.com ?
I don't think you did right?
Can you try that and check to see how this vault looks? This is your online vault.
We may need to set up a call with you. Can you email me your details to Rhonda_Leopold@symantec.com and when is a good time. Try this first though.
Thanks,
Rhonda
I have the same problem. Password works with PC and laptops but not with mobile app. Habe uninstalled and reinstalled to no avail. How can we get this fixed?
We are working to reproduce the problem in our labs, but so far we are unsuccessful. Any additional details you can provide would be appreciated. We hope to have a test build ready this week that we can use to collect the error logs.
Thank you and appreciate your patience
Rhonda
Hi..I am finally back online! When I tried some things my computer crashed and I have had to do a completed factory restore. I have downloaded Nortons and NOW when I try to configure my identity safe if tells me I already have an online vault and once again the password does not work...only this time i no longer have the chance to use my locl vault..please help me!! I really need my identity safe!!
carriecox wrote:Hi..I am finally back online! When I tried some things my computer crashed and I have had to do a completed factory restore. I have downloaded Nortons and NOW when I try to configure my identity safe if tells me I already have an online vault and once again the password does not work...only this time i no longer have the chance to use my locl vault..please help me!! I really need my identity safe!!
Is this on your PC you are having trouble? If so, you will do better to post in the Norton Toolbar board/Norton Identity Safe board.
http://community.norton.com/t5/Norton-Toolbar-Norton-Identity/bd-p/Toolbar_IDSafe
The reason you lost the local vault is that it is no longer supported in the 2013 versions of the Norton Products, unless you first install a 2012 version, activate your local vault, and then upgrade to 2013.
I am having a similar problem to what's described in this thread, but not exactly the same. I have Norton ID Safe build 2.5.8, and Android version 2.3.4.
ID Safe was working fine until the last update. Now when I launch the app, the "Open Vault" page appears and it's already trying to log me in before I can enter the password. Behind the box that says "Checking Vault" with the spinning wheel, I can see that I am logged into my Norton account. When the login fails, I'm taken to the "Create Vault" page. If I click on the link "I already have a vault," the instructions tell me to create an online vault (which I've already done). If instead I click on the back arrow, I go back to the "Open Vault" page but again it immediately tries to log me in without allowing me to enter a pasword.
The vault is working fine from my laptop, and as I mentioned, it was working fine from my phone until the most recent update. If there's a way to get this fixed, I would greatly appreciate it.
Thanks!
[=sfc=]
Here is my latest update:
I tried going to the Applications info on my phone and cleared the data for the ID safe app. Then I reopened ID safe and it prompted me to log into my Norton Account. This login failed: message was "Failed to connect to server" (or something like that) but I tried several times more and eventually got signed into my account. Then I tried entering my vault password and got "Oops, someone else has already reset this vault". Tried again and it appeared to be logging in but got "Unfortunately, Identity Safe has stopped". I tried to send a report with crash data, but not sure it went. Tried again to connect to vault, got "Connection to server failed", then ID safe stopped again.
Hi,
Would you be interested in testing the update. It has fixed this issue, but we'd like to test it on a few users that have this issue since we could never reproduce it in our labs.
I can email it to you.
Please let me know.
Rhonda
Rhonda,
I would be happy to test the update. I am very interested in having this app work as it will be very useful and I use the IDSafe for my computers.
Thanks for the opportunity.
Thanks again,
Mike Fulca
Can you send me an email then. This would be great. Also your issue seems a little different so there is a way to collect logs from the build I am going to send you. I will email you the instructions for that as well so if the build doesn't fix your issue we'd then have the logs we can look at.
Thank you,
Hi,
We believe we finally have a fix for the vault pw issue. If you would like to install the test build before we post it please send me an email at Rhonda_Leopold@symantec.com
Thank you and apologize for how long this took!
Rhonda