Thanks for the quick response Tanushiheadbash.
I had in fact meant another version of Android but another version of Jelly Bean was not really what I meant. Sorry I should have explained a bit more clearly. :-(
However as you say the issue now seems to be more than just the one device, so as I am no expert in Identity Safe, I will leave it to others with more experience to comment. I wish I could offer more help but I do not think I can.
Good luck.
Tanushiheadbash wrote: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
There is an iPad app, but it is only available from the US App store. If you are not in the US, you can create a dummy US Apple ID to log in.
p
Have you, or can you try clearing and deleting all data and caches from your tablet. Then remove the app from the tablet. If there is any option to save data or settings , say no.
Test your online vault from your PC. Make sure you can access it before proceding.
Then reinstall the app and try again to access the online vault.
Peterweb
Yes tried all that. As I said before. I have now got to a state where both clients ( PC and android ) appear to think there is a vault. They both offer the same password hint at the login screen however neither can login, the tablet says incorrect password, the PC client times out the connection, and the safe Id portal says I don’t have a vault at all. As the PC client does not get as response to say the password is now incorrect regardless what I type as a password it never gets to the state that allows whatever data is held in the cloud/database to be reset/deleted. This really needs someone with admin rights to check data server side and manually iintervene in my view
I would also add- just to reiterate- the second Android device which was a totally clean install had the same sysmptoms as the first. It is showing the password hint which can only be stored on Symantecs servers but does not appear to find a vault. I am 100% sure this is a server side issue. I have no idea how to get this resolved.
Tanushiheadbash wrote:I would also add- just to reiterate- the second Android device which was a totally clean install had the same sysmptoms as the first. It is showing the password hint which can only be stored on Symantecs servers but does not appear to find a vault. I am 100% sure this is a server side issue. I have no idea how to get this resolved.
It definitely seems to be an issue with the Android app as you are able to access the vault from your PC. As I have no Android experience, I have asked for some assistance.
We do want to find a solution.
Given that neither PC or Android work now it obviously server side. Web portal says No vault but both Android and PC clients are being prompted for password for a vault I beleived to be deleted and which does not show on web portal. The easiest way would be for me to start from scratch and have a new Norton Account but given this is all tied to my NIS2013 package/licences thats not easy to do without Symantec assistance, They seem uninterested in supporting their own customers or products,
As I believed problem was server side, I contacted Symantec again to see if it woul dbe possible for me to create a New Norton Account, have my licenses transferred to it and try create a fresh SafeID from scratch.
They insisted going though a total uninstall of NIS2013 on my PC and trying again. This failed with the same results as before- the client seems to see evidence of a Vault but when trying to login times out. Going straight in on portal excluding client it too prompts for a password to vault but then says ther eisnt one when you try to login.
Personally I think this is the definitive diagnosis of a server side issue but they then insisted escalating the problem to a Case Manager.
He decided he wanted to uninstal my NIS2013 installation then try connect from the Simple stand alone SafeID client. It may shock you to find this too failed with the same problems as before. We were now 2 and a half hours in and I said to the Case Manager- would it not be easier just setting up a fresh account and starting over as it seemed clear to me there was no capability to fix the data on the servers ( what is the point of launching a Cloud service if you will not maintain the cloud Symantec?)
He agreed but said it was not possible for me to have my licenses carried over to the new account ( again disappointing)
I set up new account, A new SafeID account and vault came up working first time, and I connected successfully to this from Android first time.
3hours and 10 minutes on the remote assistance. On one hand I take my hat off to them for the effort put in but frankly feel the issue was easily diagnosed in 15 minutes and was clearly server side. Why they seem unable to sort cloud side issues I do not know. This is now resolved.
Unfortunately I now have two Norton accounts. My subscription is up in a few months if I decide to stay with NIS2013 ( it works well otherwise) I willbuy a new copy as there are deals on Amazon cheaper than renewal fee, and load this into my new Norton account and close the old one. Thanks to everyone who tried to assist here.
K
Glad to hear you finally got things working.
I have heard of setting up a second Norton Account as a way to get a second user on the same product key to have their own vault. I guess it worked here.