"You need to set up Identity Safe Account" Android Error

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1

Very frustrated with this- I hope someone can help.

I have NIS2013 installed ( from upgrade from 2012 version) and  have moved my local vault online.

I downloaded the Android App for Identity safe on my Asus Google Nexus 7 and went to connect it to my account.

It logs in to the Norton account OK and if I go into the account via my PC I can see the tablet listed in "My Devices"

In the Androd App the login screen for Identity Safe says: "There is already a Vault in your Norton Account. Enter the Password for the online Vault"

I type in the password- double triple and quadruple checked- I  use it all the time on my PC without issue.

It now shows briefly, an error "You need to set up an Identity Safe Account" then returns to the login panel.

 

I have been round in circles looking for somewhere I authorise the device to access my vault or somewhere to "Set up said account". I thought I had one by the fact I have a Identity Safe Vault.

How do I get to use it from the Android device?

Thanks

Kenny

2

As you are using an Android device, I am going to suggest this post be move to the Mobile Board of the forum for better exposure.

3

Though I see the problem from Android, thats true, I am not sure if the problem is with Android or with how I configure my Identity Safe account. If you feel its better moved elsewhere thats fine.

4
Tanushiheadbash wrote:

Though I see the problem from Android, thats true, I am not sure if the problem is with Android or with how I configure my Identity Safe account. If you feel its better moved elsewhere thats fine.

This can be a grey area.

 

You say you set up the vault, and moved it online. I believe you also say you have no problem logging into the online vault from your PC.

 

That leaves the issue as being the Android device being unable to access that vault.

 

BTW, If you have not already done so, I would strongly recommend backing up your Identity Safe Vault from your PC. As we try to work towards a solution, there could be a chance the vault may get messed up.

 

 

 

5

Yes I have full backups. I have also tried deleting the data in the tablet and starting over from settings | apps | Norton identity safe | delete files and data
This reinitialized the app, I was prompted again to login to my Norton account which I did successfully, then it told me I have a vault associated with my account ( all good so far) then it prompts for the password for the vault. I put this in and it says logging in to vault after a few seconds a dialogue appears for as few seconds that says you need to set up an identity safe account.

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Tanushiheadbash wrote:
Yes I have full backups. I have also tried deleting the data in the tablet and starting over from settings | apps | Norton identity safe | delete files and data
This reinitialized the app, I was prompted again to login to my Norton account which I did successfully, then it told me I have a vault associated with my account ( all good so far) then it prompts for the password for the vault. I put this in and it says logging in to vault after a few seconds a dialogue appears for as few seconds that says you need to set up an identity safe account.

I am not talking about full backups of your PC. You need to do a backup/export of your Identity Safe data from within Your Norton Product.

 

After reinitializing the app .....Can you still access the Identity Safe vault from your PC?

 

 

 

7

Hi Tanushiheadbash

 

I have a couple of questions being -

 

What version of Android do you have installed on your Nexus 7 tablet.?

 

What version of Norton Identity Safe (NID Safe) from Google Play do you have installed.?

 

I ask this as a new version appears to have released yesterday in Google Play being version

2.0.0 released on the 7th of January 2013.

 

Have you tried uninstalling NID Safe ? then downloading again from Google Play and again

installing and signing in with your Norton Account details.?

 

The more info we gather from our questions the better we can assist you with this issue.

 


Cheers. :smileywink:

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i know you dont mean back ups of my pc i didnt mean back ups of my pc ( though i back this up too ). i have both .dat and csv exports my tablet took the update to version 2.0.0 last night the problem has now changed i log in to my norton account and it says " create an online vault " i have the option to create one or can select the option " already have a vault". i do this but it just says i need to create one. I already have an online vault. i personally think something is screwed up server side/database but nortons support did not want to know

9

Android version is Jellbean4.2.1

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Hi Tanushiheadbash,

 

Could you please try logging in to your Online Vault on Norton Identity Safe portal?

 

-Vinod

11

Today, going via your link it says I dont have an online vault. Going by the 'old' Android client it identified I do have a vault but then for some reason could not find it when logging in. When I go in via my local client in my browser tool bar it works fine. Yesterday- and dont ask me how I did it but I was looking for a setting somewhere to get this working and went in via my NIS2013 client into a webspace to do with my Norton account ( it showed my Tablet under My Devices) but I was able to get to my vault from there somewhere OK. I think something is stuffed server side. There is a broken bit logic somewhere. Is it possible to remove my "non existent" on line vault and recreate it?

 

12

Yes. You can reset your online vault and recreate it. Before you reset it, please back up your logins. For more information on resetting the online vault, read the following KB article:

 

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=v82380415_EndUserProfile_en_us

 

-Vinod

13

Hi Tanushiheadbash,

 

It seems your online vault has gone corrupt for some reason, you can recreate your online vault by entering vault password incorrectly 3 times either on your computer or on Android device. After the third attempt, it should prompt to reset the ID Safe vault from where you can create new vault and import your data that you have already backed up in .CSV & .DAT format.

 

Regards,

Charles

 

14

Right- this is a mess.

1) I did as above and deleted the vault from my PC.

2) I created a new one and imported back my data

3) I tried to login to it from my tablet. This time it sat trying to connect to the vault but seemed to never connect. If I left it long enough it returned to the login page.

4) There was an error saying the service was not reachable and try later- I figured this was rubbish- I could get in and out ok on the pc but left it 5 mins tried again, same result.

5) Tried once more to clear the cached data in Tablet and start from beginning but now when logging in it says I dont have a vault and to create one.

6) Tried this to see what would happen- it said vault creation success!

7) Decided to login now from PC and see what happened there

8) This time the PC login screen refuses my password- did it three times and clicked reset

9) Logged all the way out from PC AND Tablet

10) Logged back in from PC - it initialized as if I dont have a Norton account

11) I put in my norton account id and it says- you already have an account please enter password

12) Entered Norton account password

13) It now says welcome back you already have a vault! Enter your password

14) The password "hint" shown on the screen is the one I originally set for the vault I set up from the PC. The one I thought I just deleted. I set up a different hint from the Tablet by way of seeing if the settings were getting through

15) I enter the password and the applicattion sits there lookin glike its logging in withthe phrase "sync'ing"

16) Eventually it times out- like the tablet did before, and suggests a network problem.

17) Now I have an accesible vault on my Tablet but not on PC

 

I am now going to delete the vault from Tablet and ensur eits gone from PC and start over and see if this works- its totally doing my head in.

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And before you ask- obviously I cant access the safe from the PC so I went in via the web portal, logged in to it with my Norton a/c and it says I dont have a vault

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And now tryin gto login via Android says I am  using the wrong password but weirdly is now showing the correct hint from the one I set on the PC. So ther eis some sync of account info happening but none of the vault itself which according to the PC was deleted! This has me worried now that ther eis a copy of my login data floating about in Nortons system that is not acessible to me but might not be deleted

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Right, now I am totally stuck.

My Tablet seems to see a vault but when I try to login it says my password is wrong.

Ther eis no option to delete the vault it "thinks" I have as it says can only be done from the web client on a PC.

If I login via the Web Portal it says there is no Vault

If I try to login via the PC client it offers me the login pane as if I have a vault. ( still showing the hint I set up on the vault I thought I deleted a few steps back)

I enter my password and the logging in splash pane opens. It sits there for about 2-3 minutes then times out saying there is maybe a network problem ( which there isnt).

As it never actually rejects my password its therefore impossible to get to a stage where you can "reset" whatever vault the clients think I might have. So now I am totally stuck.

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Hi Tanushiheadbash.

 

Have you access to any tablet that is not running Jellbean4.2.1?  I am just wondering if the problem lies in the app not being fully compatible with the fairly recent version of Android.  Any chance of you borrowing a device for a test?

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I have access to an iPad if there is an app for that. There is another Android device ( phone ) in the house but its pretty new- I suspect its Jellybean also would need to check

However given that I cant get to my Vault now either on PC OR Tablet I still suspect the issue is server side

20

Right, I could not find an app for iPad2 so tried installing it on the phone ( Samsung Galaxy iii LTE) running Jellybean 4.1.1

Can login to Norton OK but then it says I have a Vault and to login but then says wrong password as per my Tablet.

As I say logging in to my Norton Portal access says I dont have a vault at all! and as this is the case the PC client is unable to delete it via the reset process.