Often Norton ID safe won't turn on or open

Archive
1

I have noticed sometimes Norton ID safe won't open neither from the main window nor from Chrome. It won't even if you try to open it from the main Norton UI. At that time the status of Identity safe will be off but even after clicking on it, it still won't work. It doesn't always happen but I have noticed this frequently. I am using the latest version of NS. However after logging out from Windows and logging in back again will fix this issue. It's a bug and needs to be fixed. I have also noticed Norton bar often doesn't render properly in Chrome:

norton_bar.pngThanks

2

SoulAsylum,

Support already aware of issue from 2 months ago - Tony_Weiss also aware. First attempt on-line support ran a couple of command prompts - restarted remotely - took about 5 mins to reboot, asked for boot password twice. Ditto on following boots. Had to Restore to get working properly again. Got back to support, they reinstalled to 22.9 as 22.10 had been pulled due to various issues , problem gone away. Re-appeared to a much lesser degree on issue of 22.10.0.85.

3

Gents. My suggestion is for you both to contact support. There is obviously something going on with the configurations of your systems which we cannot weed out here.

http://norton.com/chat

Cheers

4

Shellcoder, Had a failure today, first open of IE after boot, Norton toolbar flashed Black and then ended up blank. Closed & re-opened IE, this then came up with toolbar OK but no reaction from Vault Button, likewise in Norton GUI. Lately, I have booted, opened Norton, opened Identity, clicked Settings, worked OK, did not log-on, opened IE, logged in OK. Two failures last 3 weeks, both occasions, went to open from IE toolbar without opening Norton beforehand - significant?. Before going thru' this procedure failure from IE toolbar was random, would go days before showing problem and could open Vault etc. normally. Is it worth you trying this approach to see if makes any difference. Only problem is, if it fails from IE toolbar, would it have failed if went to Norton first - no way of knowing of course. Possible conflict between browser & Norton within 20.10.0.83 release? and evidently still there

5

SoulAsylum,

Running HP Desktop with Fast Start disabled (learnt that a few weeks after getting computer - I thought 'SHUTDOWN' meant what is says - not Microsoft's interpretation). Settings have been same for three & half years with no problem - issue only started after installing update to 22.10.0.83, may have been co-incidental, but at same time had an issue in Excel that had never been there before - that seems have gone now after reinstalling 22.9 and updating to 22.10.0.85 when issued.

6

Do you both have fast boot disabled? Are your add-ons / extensions enabled properly?

https://community.norton.com/en/forums/windows-881-or-10-and-fast-start-feature-0

fast boot w10.PNG

7

Noticed a couple of times, if you are unable to open Vault from IE toolbar, opening a web page with a login box, clicking on the login box, opens the Info bar, can then login from that, ID safe then fills in logins as usual. Vault button in IE toolbar and the 3 buttons in ID GUI still do not work. Seems, that at boot, Norton does not load properly, computer OK for three & half years until update to 22.10.0.83 so pointing finger at something in that. Updated to 22.10.0.10 on 29th. Last time had issue was 11 days ago - overall, issue occurs in about 1 - 40 boots.

8

Yup, like I said it's a bug. It often happens. Reinstalling is not the solution

9

Had this problem in IE after initially installing 22.10.0.83 on 6/7/2017. Reinstalling 22.9 solved. 22.10.0.83 then withdrawn. Updated to 22.10.0.85 when issued, improved considerably, very occasionally happens now. Under 22.10.0.83 would happen quite frequently, once took 4 reboots to operate properly (posted under "Version 22.10.0.83 Problems"). Thought it was just me with problems - as usual, on-line support not aware of issues. Running Windows 8.1 & IE 11, all updated. Someone suggested a screenshot on that thread as well, could not work out how to do this as there was no reaction to record, clicking buttons gave no response. Could not open ID from IE tool bar nor Identity Safe, ID settings or statistics from GUI

10

shellcoder An update patch has been released via live updates bringing the product to version 22.10.1.10 run live updates and see if it corrects the issue you are having.

Cheers

11

Please provide a screenshot, these are the instruction for doing so on the forums.

https://community.norton.com/en/forums/how-post-image-forums-0

Cheers

12

ya I have but to no avail. Like I said, it's a bug in Norton

13

shellcoder Have you tried this with a different browser, for instance IE to see whether there is a different result? Doing so would help determine whether you have a browser issue or its a definite Norton UI bug. A screenshot of what you are seeing would also go a long way since we are on the other end of things here and cannot actually see what is happening. Here's how to post one:

https://community.norton.com/en/forums/how-post-image-forums-0 

Cheers

14

Ya, I have done it and am sure it's got nothing to do with Chrome. Like i said, sometimes it won't even open from the main window UI. This needs to be fixed.

15

Hello shellcoder,

 Have you done this already?

  1. On your computer, open Chrome.
  2. On your browser toolbar, click More More Tools ,Clear Browsing Data.
  3. In the "Clear browsing data" box, click the checkboxes for Cookies and other site data and Cached images and files.
  4. Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
  5. Click Clear browsing data.