Windows 7 System Restore broke my Identity Safe Password

Norton Security | Norton Internet Security
1

After the latest Windows 7 update on December 15th, my Outlook stopped connecting to Gmail's IMAP server.  I decided to to a system restore to back out the update so I could work through the problem.  New problem... I can no longer log into Identity Safe.  Nor will it let me do a 'Restore Identity Safe'.  Do I have any options?  I do not have a backup of the Identity Safe data.

 

If recovering my stored passwords is not possible, is there any way I can find the file that contains the links to all of my saved URL's.  I frankly don't even know how many sites I had saved to Identity Safe in order to go back and reconstruct the data should I have to start over.

 

Thanks!

 

JQ

2

Are you able to "Undo" the system restore?

3

Hi jrquebe,

 

Welcome to the Norton Community.

 

Do you do any sort of backups of your C drive? Either image or file based backups? If you do, it should be possible to restore the Identity Safe data if a particular directory was included in the backup.

 

If you are able to undo system restore as Delphinium suggested, try this first. If you are able to do this and recover your Identity Safe data then you can perform an explicit backup of Identity Safe. At that point if you need to use system restore again and if it blows aware your Identity Safe data again, you could at least restore it at that point.

 

Please let us know how it goes.

 

Best wishes.

Allen

4

I tried to undo the system restore, to no avail.  Identity Safe password still broken.

 

Unfortunately, I don't have any recent backups that would contain Identity Safe data.  Due to space limitations, I narrowed my backup scope to data directories only.  I retrospect I should have included Identity Safe in that scope, but what's done is done.

 

If I could find a backup with the Identity Safe folder contained in it, what file(s) would I be looking to restore?  I don't want to wipe out all of the stored logins that I have... I just need to get my password working again.

 

Thanks!

 

JQ

 

JQ

5

Hi JQ,

 

Please go through the steps outlined in the following thread.

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/HELP-Can-t-log-into-Identity-Safe-after-clicking-on-Norton/m-p/345860

 

Please let us know how it goes.

 

Best wishes.

Allen

6

I have the exact same problem - upgraded from Internet Security 2010 to 2011, let Norton do the unistall of prior version and now can not get into my profile - tells me password is incorrect which it absolutely is not.  Spent over 2 hrs with tech support and nothing worked including a total deinstall and reinstall.  I too have Win 7 64 bit version.  Have created a new profile and one by one am entering logins again but am very afraid that suddenly I will not have access here either.

7

Hi Folks,

 

I AM able to reproduce this problem. Please refer to the following post and follow the procedure there and let me know if this works so that you can log into ID safe again.

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/HELP-Can-t-log-into-Identity-Safe-after-clicking-on-Norton/m-p/346336/highlight/true#M139671

 

Please let me know how it goes.

 

Best wishes.

Allen

8

Allen,

 

Gave that fix a try.  Still unable to log in.

 

Jeff

9

Hi Jeff,

 

Thanks for the update. I'm testing further for an alternative method. Please track the other thread as most updates are going into that one.

 

Best wishes.

Allen

10

Hi Folks,

 

For those experiencing problems with ID safe not recognizing password after upgrading to NIS 2011, please see the following post for a resolution.

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/HELP-Can-t-log-into-Identity-Safe-after-clicking-on-Norton/m-p/346608/highlight/true#M139743

 

Best wishes.

Allen

11

Allen,

 

I went ahead and installed the 18.1.0.37 NIS update per the other thread, but still no luck with logging in to Identity Safe.

 

Jeff

12
jrquebe wrote:

Allen,

 

I went ahead and installed the 18.1.0.37 NIS update per the other thread, but still no luck with logging in to Identity Safe.

 

Jeff

Hi Jeff,

 

Can you clarify the version you installed? The link I posted above was by Tim Lopez which gave the link to NIS 18.5 to correct this issue.

 

Best wishes.

Allen

13

Allen,

 

Thanks for your continued help on this issue.  The NIS update to 18.5.0.125 fixed the problem.  I then promptly backed up my Identity Safe data to a flash drive!!

 

Now if I can just keep Windows Update from blowing up my system everything will be groovy!!

 

Jeff

14

Hi Jeff,

 

You are most welcome. :smileyhappy:

 

As a precaution I typically back up ID safe when I've added a few new accounts.

 

Best wishes.

Allen