unable to transfer identity safe from crashed computer to new one

my old crashed computer was running norton internet security.

 

i installed norton internet security 20.1.1.2 on my new computer and set up a few test entries in identity safe. i then backed them up to a csv file.

 

i was able to access the hard drive in safe mode on my crashed computer and followed the instructions at http://community.norton.com/t5/Norton-360/Identity-Safe-Transfer-of-data-from-crashed-computers-HD/m-p/401674/highlight/true#M41640

 

after performing these steps, i still see my test entries in the identity safe on my new computer.

 

any help in recovering the identity safe from my crashed computer and installing it on my new one is greatly appreciated.

 

thank you

steve