Vault Password not working on Android

Greetings,

 

We have made some progress in troubleshooting  the issue with passwords not working on the Android.  I hope to have more information tomorrow; however, this is a step in the right direction in getting this issue resolved soon.

 

Thanks again for your patience.

 

Rhonda

Program Manager- IDSafe Mobile Edition

Greetings,

 

We have made some progress in troubleshooting  the issue with passwords not working on the Android.  I hope to have more information tomorrow; however, this is a step in the right direction in getting this issue resolved soon.

 

Thanks again for your patience.

 

Rhonda

Program Manager- IDSafe Mobile Edition

Today we are meeting with a customer that has reported an issue slightly different than the one we have fixed.  We want to make sure the update addresses as many issues as have been reported as some vary slightly.   We are working on an update.

 

Apologies for the delay!

 

Rhonda

Hi Rhonda,
 
I logged out from my Norton account from Norton's Identity Safe browser.  I logged backed in.  I attempted to login to my Vault with the same results: "Incorrect vault password."

 


 

RDLeo wrote:

To anyone that reads this and is experiencing this problem could you please log out of Norton Account from your Android, log back in and then try again.  You can log out from Settings.

 

Please let me know if this works. 

 

Thank you,

Rhonda

Hi

 

We are diagnosing some logs we received from a customer's phone yesterday.  We are trying to draw some conclusions, but need more time. 

 

In the meantime can you try logging into the website and tell me what you see?

http://identitysafe.norton.com

choose sign in

log into Norton Account (if not already)

log into vault

 

Thank you,

Rhonda

 

 

Logging out and logging in changes nothing. Android Identity Safe will not recognize my password from Android. On the PC, it works as expected.

We are hoping to have a build out soon.  We are sending it to a few customers to check before we ship it as an update.  Please let me know if you'd like to receive the test build. 

 

Rhonda

Hi

 

We have a fix for this issue and if you would like to install the test build before we post it in Google Play, please email me at Rhonda_Leopold@symantec.com.  I can send you instructions.

 

Please let me know!

 

Thanks,

Rhonda

We went to Baltimore last year to watch the Yankees play.   :) 

 

We have a fix for this issue but it is not released yet as it is still in testing.  There are two options a) I can email you the test build so you can see if it works. or b) you can hold off until next week at the earliest and get the update from Google Play.

 

I'd prefer to send you the test build to make sure we are covering all cases; however, you'd have to uninstall and reinstall.  Please let me know via email if you would like to try it.

 

Rhonda_Leopold@symantec.com

 

thanks,

Rhonda

Has there been any progress on this?  I subscribed to two forums that cover this problem, but I received no word.  I just installed v.2.5.1.4, and it's behaving as it always did.

Hi,

 

Build 14 should have fixed it for you. Maybe try uninstalling and reinstalling?

Build 14 worked for all the people I had worked with on this issue previously. 

 

Please try the uninstall route if you haven't already and I assume you had already tried logging into the website?  http://identitysafe.norton.com

If that doesn't work I may have to send you a build that gathers logs.

 

Thanks

Rhonda

Lou,

 

Can you send me the email address you used for your Norton Account?

Send to Rhonda_Leopold@symantec.com

 

Please do not send your password.. not that you would. :)

 

Thanks,

Rhonda

Sent.

 

Thank you.

Im having the same issue. Identy safe doesnt work on all web sites you said you were working on it hows the progress
Johnd62

Hi John,

 

When you say "experiencing the same problem."  Do you mean your vault password works on your PC, but not on your mobile phone?  This thread topic is for the password issue so I wanted to make sure you were having that issue or if it is a different one if you could start a new topic and provide some additional detail please.

 

Thank you,

 

Rhonda Leopold

Program Manager- IDSafe Mobile Edition

Rhonda,

 

I logged on to the Nortion Identity Safe site and was able to see my passwords.

 

I just installed v.2.5.1.4, and it will allow me to log onto the Norton site but will not accept my IS password.

 

Using Samsung Galaxy S3.

 

thanks

George

Hi,

 

There appear to be just a few people that are still experiencing this.  We believe we have a fix and plan to post in our next release. I can't give you an ETA yet, but should be within the next month or two.

 

Kind regards,

Rhonda Leopold

Program Manager- Identity Safe Mobile Edition

 

 

Lou,

 

In a meeting the other day an engineer mentioned to try clearing your cache data.

 

If you don't know how to do this on your device you can Google it.

 

Want to give it a try?

 

Rhonda

RDLeo wrote:  Lou, In a meeting the other day an engineer mentioned to try clearing your cache data.  If you don't know how to do this on your device you can Google it.  Want to give it a try?  Rhonda

I'm assuming you're referring to each individual app's cache, Settings > Apps > Clear Cache?  I just took a look and there was a total of about 5 MB.  I don't know if this makes a difference, but I keep Mobile Utilities' Auto Task Killer set to go off hourly.  If I'm handling the device for a while, I usually "Clear Cache" in the App Manager.

For those having problems logging in, see if an IOS user's experience works.

 

The user found that if they went to another wifi source, they could log in to their vault. Then when they went back to their 'home' wifi, it failed again.