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ID Safe iPhone password not working

Longstanding user of ID Safe on pc and today downloaded app for iPhone.  Will not allow me access via my current user name and password.  A bit frustrated as I would have expected more direct access with Norton around getting this resolved directly and promptly.  Not familiar enough with how this forum works so can I presume that if enough of us register this complaint, a fix might be forthcoming?  If correct, will that be posted here?

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Re: ID Safe iPhone password not working

many of us iPhone users meet such password problem. I was one of them. I have forgotten my iPhone password. Fortunately, I got a pro tutorial on "forgot iPhone password" to help me finally!

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Re: ID Safe iPhone password not working


Lynmn wrote:

Longstanding user of ID Safe on pc and today downloaded app for iPhone.  Will not allow me access via my current user name and password.  A bit frustrated as I would have expected more direct access with Norton around getting this resolved directly and promptly.  Not familiar enough with how this forum works so can I presume that if enough of us register this complaint, a fix might be forthcoming?  If correct, will that be posted here?


This is the correct place to post this problem.

Sometimes another user will have a solution or work around for an issue. Other times it will bring the issue to Norton's attention.

I use the iPad app which may be similar. Be sure you are first logging into your Norton Account with your Norton Account username and password, then log into Identity Safe using the ID Safe password.

Things happen. Export/Backup your Norton Password Manager data.
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Re: ID Safe iPhone password not working

My IOS NIS app let me login to my Norton account but when I try to open the vault it closes itself. I'm using it on an iPhone 5 with the latest OS.
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Re: ID Safe iPhone password not working

Also please let us know if your vault is in the cloud.

Or if you are using NIS through a service provider such as Comcast.

Some service provider layouts do not support the Norton Account thus limiting us from moving the vault to the cloud.

Thank you,

Rhonda PGM for IDSafe Mobile Edition

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Re: ID Safe iPhone password not working

My vault is in the cloud, crated with Norton Intenet Security.
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Re: ID Safe iPhone password not working

My iPad is doing the same thing. But my Galaxy SIII is working fine.
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Re: ID Safe iPhone password not working

Hi

I haven't forgotten about you.  I think I may have uncovered an issue in our issue tracking database that may sound familiar to this whereby if you add a new log in via PC on iOS the vault closes.   I am working to get an update from QA.

Can you tell me what build you are using? 

Thanks,

Rhonda

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Re: ID Safe iPhone password not working

NIS 2.5.14
iPhone5 6.1.4(10B350)
Thanks
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Re: ID Safe iPhone password not working

Thanks.  2.5.14 is the build number for Android, but I just wanted to ensure you had 2.5 or later for iOS version.

Engineering team asked me to ask you to try to log into the Website.  http://identitysafe.norton.com

click Sign in.

If you can log in there then go back to your iOS device and try again please.

Thank you,

Rhonda

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Re: ID Safe iPhone password not working

Hi, 2.5.14 is from the app on my iPhone. I could logging on the website. But my iOS app keeps closing itself.
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Re: ID Safe iPhone password not working

I have Identity Safe on my PC, iPad, & iPhone. Until recently all 3 were working fine. But in the last couple of days I find I am unable to log in to the iPhone. Still works fine on PC & iPad but on the iPhone I get response "username or password entered incorrectly" even tho it hasn't changed. I deleted the app & re-installed but same problem. Can't figure out why it stopped working only on iPhone. Sounds similar to other posts.
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Re: ID Safe iPhone password not working

Update: it started opening my vault, but is not bringing my loggings, it comes on empty, and I have a lot of loggings in my vault. .
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Re: ID Safe iPhone password not working

And you are using the same Norton Account log in for all of them right?

We may have to send you a debug build to collect logs.  Something isn't syncing to the cloud it seems.

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Re: ID Safe iPhone password not working

Yes...in my case at least, I use the same login for all 3 units. As mentioned, it was working for some time on iPhone when I first downloaded the App. Just recently noticed it would no longer allow me. FYI PC runs on Windows 7, iPhone & iPad both have latest software.
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Re: ID Safe iPhone password not working

Same logging on all devices.

Thanks
Mario
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Re: ID Safe iPhone password not working

Hi,

At this point, at a loss other than maybe try uninstalling and reinstalling?

If that doesn't work I could set you up to beta test, but won't be ready for that for at least another month.

Rhonda

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Re: ID Safe iPhone password not working

Any chance you could share with me the number of logins you have in your vault?

You can check this by logging in at http://identitysafe.norton.com  You will see a number in ()  like (54) next to the sort option for your logins. 

Thanks,

Rhonda