Vault Issues on Android

Archive
1

I have uninstalled and reinstalled the app to get it to work as it kept on crashing and losing details but now  the app has now totally stopped working and is now telling me to create a vault and will not let me choose the already have a vault option

This is on an android  system

Help please

2

Thanks

 

3

I cannot explain why it happened in the first place. There are others here reporting the same thing. 

I can help with your backup question. By default, when you use a cloud vault on your PC, there is an automatic backup done and it is saved in your Documents folder. Look in your Documents Folder for the folder Norton Identity Safe Backups. In that folder you will see a folder with your Norton Account email address. That folder contains the vault backups.

 

4

this is now fixed via online chat

they got me to open some Norton vault link which I had to install and this told you if you had a vault or not on the PC

my case it said no (but I have and it worked!)

Norton said I don't have a vault AC with my e mail and I told them that was rubbish as I had just been using it

they then took control of the PC  and asked me to open my vault on the PC and guess what my vault had been deleted ( blind rage now by me)

Norton repeated that I didn't have a vault and o told them I did before they got me to download the vault link  they then look to see if I have a vault backup which I did ( I was totally unaware of this back up as I had not done it)

they then made a new vault and saved all my passwords to the new vault and they then got me to check my phone and that worked too

So one very happy bunny

BUT

why did all this happen in the first place and taken so long to fix?

where did the back up come from if I didn't do it?

thanks

5

quick update

Just checked back with Norton and apparently they are still working on the issue and have escalated it up to the top level.

6

Hi I did an on line chat this morning
They admitted to an server issue with the vault but that was fixed two days ago.
The vault wouldn’t even reconise my password when we tried at one point
It has now been esculated
So they aim to get back to me in the next y few days
I will keep you all updated
Thanks

7

I have now e mailed the support team. 

How did you email the support team? Norton does not use email for support any more, unless they initiate it for additional information.

You need to use the link I gave above to get to telephone or chat support.

 

8

Nothing working just yet so going to contact Norton again Uggg

thanks

9

As floplot says, do not create a new vault.

You could try contacting Norton Support to see if there are some server problems.   www.norton.com/contactcs

Or you could try one more reinstall, in this order.

  • delete the app cache and app data
  • uninstall the app
  • restart the device
  • install the app again
  • test

Let us know how you make out.

 

10

Hello

I believe that there might be server issues with the vaults. Don't create a new vault.

Thanks.

11

Hi ya 

Sorry that plan doesnt work i still get the option screen with "create a vault" and "already have a Vault" but wont let me choose still

I have now e mailed the support team. tons of other users are having issues with the App, so not good times for Norton.

Thanks anyway and i will keep you updated :)

12

Thank you

I will try that later and report Back

13

Try going to Android Settings - Apps. Scroll to the Norton Identity Safe app and clear the app cache and app Data. Restart the device. 

Then test to see if things work properly.