Network Error Preventing Norton Account Access

Norton Security | Norton Internet Security
1

When I try to access my Norton logins (in the cloud) through Identity Safe, I get the following error:

 

"A network error is preventing access to your Norton Account.  Please check your computer's Internet connectivity and try again."

 

This error occurs only when trying to access my cloud-based logins.  It happens both via the product and the web site (https://identitysafe.norton.com/).

 

Based on a prior post (http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-Account-Login/td-p/607188), I did a tracert to IP 143.127.10.122.  It is mostly full of "Request timed out" messages.

 

This has been going on for a few days.  What can I do to fix it?

 

2

What version of NIS are you using?  Support - About

 

What operating system and service pack are you using?

 

Have you run LiveUpdate manually a few times, rebooting as necessary, until no updates are available?

 

Try clicking on Support - Get Support to run  Autofix to check your installation and fix what it finds.

3

Hi Peter,

 

I am using NIS version 20.1.1.2.  My OS is Windows 7 Professional, Service Pack 1.  I have applied all Windows and NIS Live Updates.  I have also tried the Support - Get Support autofix and reboots several times; in fact, autofix does not even respond on version 20 - it did respond on version 19 (which also had the problem before I upgraded this morning).  In addition, I have tried bypassing my router and going straight from my modem to the computer.  None of it changes anything.

 

I am very suspicious that the problem is one of connectivity to the Identity Safe vault site.  I have attached my tracert output.  Are you able to tracert to identitysafe.norton.com (143.127.10.122) without issues?  If so, I wonder if the issue is with my ISP.

 

By the way, I am also unable to connect to the Norton One Support site (times out).  I can connect and log in to mynortonaccount.com.  I can also connect to all other non-Symantec sites.

 

This is very, very frustrating.  Please let me know if you have additional questions or anything else for me to try.

4

The Support - Get Support works on my system. Also 20.1.1.2

 

You say it was also happening on version 19, NIS 2012.

 

I would suggest reverting to 2012 until we can diagnose your problem.

 

Download the Norton Removal Tool from here   www.norton.com/nrt

Download a fresh copy of NIS 2012 from here   www.norton.com/nis12
If you use Identity Safe, backup/export your data.
Uninstall your Norton product with Windows control panel.

Reboot.
Run the Norton Removal Tool.
Reboot.

Run the NIS 2012 installer you just downloaded.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Import your Identity Safe data.

 

Once you have 2012 up and running, see if you still have the same issues, including not being able to run Support - Get Support.

5

Actually, the Support - Get Support now works on my 20.1.1.2 version (the prior failure must have been an aberration).

 

The whole issue that I'm having is with Identity Safe in the cloud.  I have no issues with any other part of the product.  Doesn't the fact that not only my tracert commands but my pings of identitysafe.norton.com fail point to a network issue rather than a product one.  Could my ISP be the problem?

6

By the way, the ping and tracert problems happen even when I disable the Norton firewall.

7

Just an idea, since this sounds more related to a bad namelookup.

Have you tried to clear your DNS cache?

From an elevated cmd: ipconfig /flushdns

 

Then try an nsloopup and validate that it gets the correct ip.

8
DetroitBill wrote:

Actually, the Support - Get Support now works on my 20.1.1.2 version (the prior failure must have been an aberration).

 

The whole issue that I'm having is with Identity Safe in the cloud.  I have no issues with any other part of the product.  Doesn't the fact that not only my tracert commands but my pings of identitysafe.norton.com fail point to a network issue rather than a product one.  Could my ISP be the problem?

I had similar results to yours for the Tracert, but my Identity Safe is still working.

 

Try Violator's suggestion and let us know.

 

9

Hi Violator,

 

I did what you recommended and the IP remained the same.  I confirmed through web-based nslookup that this is the correct IP.  However, I think that I have isolated the problem.  When I go to the local fast food restaurant with WiFi, I can get into the Vault!  Thus, I think that my problem is with my ISP.  I will be calling them (and not too happily).

 

Thanks to you and Peter for your help.

10
DetroitBill wrote:

Hi Violator,

 

I did what you recommended and the IP remained the same.  I confirmed through web-based nslookup that this is the correct IP.  However, I think that I have isolated the problem.  When I go to the local fast food restaurant with WiFi, I can get into the Vault!  Thus, I think that my problem is with my ISP.  I will be calling them (and not too happily).

 

Thanks to you and Peter for your help.

Please let us know what you find.

 

You might also try shutting down your modem and router. Then restart the modem, wait a minute, then restart the router. This will reset all your connections to the internet and could fix the problem.

11

Hi Peter,

 

Sadly, restarting the modem and router did not solve the problem.  Even more sadly, my ISP said that it was not their problem and they refused to help.  They recommended that I contact Norton.  I guess that's my only option at this point.  Unfortunately, I have the same timeout problem on the Norton One site that I do on the Identity Safe one.  Do you know a way to do this?  Will it cost money?  Please let me know.

12

FYI, I contacted Norton chat support.  The first two levels (initial agent and case manager) could not fix the issue after 3+ hours.  Now, I am without access to my vault either at or away from home (they removed the path to it from the machine).  They said that I should talk to my ISP (who told me to talk to Norton).  The issue has now been escalated to engineering.  Stay tuned.

13

Do you now or have you ever had another security program on your computer? If so, you will have to remove it with the removal tool for that program.

 

Have you installed on your computer some software from Tortoise? There is a known issue with that.

 

14

I do not have and have never had Tortoise.  I did have Malwarebytes (the free version without the real-time scanner).  I uninstalled it and the same problems continue.  I'm waiting still waiting to hear from the Norton engineers.

15

DetroitBill,

   I'm having the same problem.  Norton techs haven't figured out what it is, but suspicious of DNS and ISP.  I'm from Metro Detroit, too, and my ISP is WOW.  Who is yours?  Maybe it is the ISP. 

16

Hi FS3203,

 

I'm sorry that I took so long to reply.  Yes, I am from Metro Detroit and my ISP is WOW.

 

Norton fourth-level support (engineering) contacted me yesterday.  They are working on a bug fix that will solve this problem (which apparently affects some others besides you and me).  They are trying to get it into the next produce update release in two weeks.  I have been given a single point of contact who will keep me updated about this.  I'll be sure to pass it on via this thread.

 

Until then, I recommend going to a non-WOW network (public hotspot, etc.) and downloading your passwords from the cloud.  Good luck to you, me and all the other WOW users.

 

Bill