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Convert Identity Safe Local to Online Vault

I'm having exactly the same issues trying to create a Cloud vault and import the info from my local Vault. Can't do it on either Chrome or Edge. Keeps saying there was an error, try again later. Not having any problems with the extension, though (its installed in both Chrome and Edge without issue). Getting the same error for 2 days now. And since Chrome won't fill in my forms/logins using the local vault anymore, Identity Safe is basically worthless! Why is Norton so unresponsive to our complaints?!

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Re: Convert Identity Safe Local to Online Vault

purduette:

I'm having exactly the same issues trying to create a Cloud vault and import the info from my local Vault. Can't do it on either Chrome or Edge. Keeps saying there was an error, try again later. Not having any problems with the extension, though (its installed in both Chrome and Edge without issue). Getting the same error for 2 days now. And since Chrome won't fill in my forms/logins using the local vault anymore, Identity Safe is basically worthless! Why is Norton so unresponsive to our complaints?!

Do you want to keep a local vault? The only browser that you will be able to use it in will be IE. Chrome, Edge and Firefox ID Safe extensions will now only work with the cloud vault. You could also open it from your Norton Security product and use copy/paste to enter logins on web sites.

If you are ready to give in and go cloud only, you can use a feature in ID Safe Settings. From the main Norton Security window, click on Identity, then open your local Identity Safe vault. Start with the Import/Export tab and export your vault in both .dat and .csv formats. Save these in a safe place like a thumb drive. Then go to the General Tab and you can click on the button at the bottom to move your local vault to the cloud. Using this option will remove your local vault from your system, so be sure you are ready to make this move.

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

Interesting... That convert to cloud vault option doesn't appear on my general tab under identity safe settings! I already exported and saved the local vault in both formats. But can't create a cloud vault at all. As I said, that option you show above, doesn't appear on my computer anywhere. And when I tried creating a cloud vault in Edge, I kept getting that error message.

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Re: Convert Identity Safe Local to Online Vault

purduette:

Interesting... That convert to cloud vault option doesn't appear on my general tab under identity safe settings! I already exported and saved the local vault in both formats. But can't create a cloud vault at all. As I said, that option you show above, doesn't appear on my computer anywhere. And when I tried creating a cloud vault in Edge, I kept getting that error message.

If you do not see the option in my image, you are already signed into a cloud vault. To test this, open your Norton Security product and click on your email address at the top of the screen and sign out. Now try to open your vault again. If you have to first enter your Norton Account email address and password, you are using a cloud vault.

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

Thanks for the explanation. Yes, it appears that I already have a cloud vault. But in Chrome, even when the vault is open, auto fill doesn't work on any form or site. And in Edge, even with the IE extension and logged into my account, when I click "open vault," it says it can't find my vault and tells me to create one (but then won't let me create it). UGH!!!!!!

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Re: Convert Identity Safe Local to Online Vault

purduette

When you go to a site you want to log into, what happens if you click on one of the login boxes? Is there an ID Safe icon in the corner of that box? If so, does clicking on that icon either fill in the login details or offer multiple logins if you have more than one for that site. I believe that is the way it works with the new extensions.

For the edge browser, have you ensured you have updated the ID Safe extension? As I noted above, the extensions are independent for each browser now.

When you try to log into the vault in IE, are you first asked for your Norton Account email and password?

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

When I go to log into a site, there is an ID Safe icon in the corner of the login boxes but clicking on it does nothing at all. And that's what happens on multiple sites, so it's not a site-specific issue. As to Edge, the extension is updated. The only place where Identity Safe is working at all is on Explorer. I log into the vault to open it (just enter password) and voila! It's open and fills in all login info where needed. 

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Re: Convert Identity Safe Local to Online Vault

purduette

When you see the ID Safe icon in the login box, are you logged into your vault? Check by clicking the ID Safe icon on the browser address bar.

In Explorer, it sounds like you may still logging into a local vault. Or, you are still logged into your Norton Account from some other source. Either from one of the other browser extensions, or from your main Norton product.

If the issues logging in were for all logins, it might be something in the extension. Seeing the issue on multiple sites could still be site specific. With the new extensions, Norton may have to be updated for sites that may have changed something on the login page since they were last checked. You can report those sites to Norton using the Feedback option. Click on the ID Safe icon on the browser address bar and open your vault. Then click the icon again and click on the three dots at the bottom right, then the Feedback button. 

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

OK. On Chrome, I uninstalled the extension and then reinstalled it. When i click on the icon, it says my vault is closed. I go to unlock it and it says it can't find my vault. So I try to create what i assume will be a cloud vault, but I get a message saying there was an error, try again later (same message I've been getting for days). So my questions are: 1) I definitely have a vault. So how do I know if it's local or cloud? 2) If it's local, why won't it let me create a cloud version? 

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Re: Convert Identity Safe Local to Online Vault

purduette

To see if you have a cloud vault, try logging in at   https://identitysafe.norton.com

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

Logged in at that site. It asked for my Vault password. When I entered it, the site said no vault found. Tried once again to create a cloud vault with the same negative results (something went wrong; try again later). So as I suspected, I have a local vault and Norton has made it impossible to convert it to a cloud vault or to create a cloud vault. This sucks!

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Re: Convert Identity Safe Local to Online Vault

This issue has been going on for 3 days -- and it's not just me!

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Re: Convert Identity Safe Local to Online Vault

purduette

Maybe time to contact Norton Support to see if they can help.    www.norton.com/contactcs

Things happen. Export/Backup your Identity Safe data.
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Re: Convert Identity Safe Local to Online Vault

Hi @purduette,

Can you please try again logging into Norton Identity Safe online vault again from: https://identitysafe.norton.com/  and let us know the error message?

Also, i have sent you a private message requesting for more details on the account. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation

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