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Kudos0

Cannot open Online Vault

I installed NIS v20.2.0.19 on a new PC 5 days ago.  My PC is Win8 (x64).  I was able to use the online vault with no problem until last night.  Since then I get timed out every time I try to open it.  I've had no problems with other internet apps.  Can someone please help?  This is what I'm now getting every time I try to open the vault:

[edit: Please do not post identifying information per the Participation Guidelines and Terms of Service.]

NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)

Replies

Kudos0

Re: Cannot open Online Vault

Hi,

Which version of Malwarebytes are you running? Is the problem still happening?

Thanks

Dick Win 10x64 current current NSBU
Kudos0

Re: Cannot open Online Vault


dickevans wrote:

Hi,

Which version of Malwarebytes are you running? Is the problem still happening?

Thanks


Interesting... and Curious...

Are you aware of a conflict issue with MalwareBytes?

Thanks,

John

Kudos0

Re: Cannot open Online Vault

Hi KBPrez,

I have asked a moderator to remove your image (or your login info and password Hint).

It is best to black these items out if you are going to display an image that shows that info. 

@ avjohnnie,

I beleiev that dickevans may just be eluding to a possibkle conflict with the Pro vs Free version.  I am not ready for that discussion again! 

Kudos0

Re: Cannot open Online Vault


yank wrote:

 

@ avjohnnie,

I beleiev that dickevans may just be eluding to a possibkle conflict with the Pro vs Free version.  I am not ready for that discussion again! 


Ah yes - possibly so, although the OPs tagline did say MalwareBytes (FREE), they may be trying the resident version in free trial mode, so good point on the possible conflict.  I was just curious if some conflict issue had recently come to light regarding the transient version.  Thanks Yank for the added insight!  

Regards,

John

Kudos0

Re: Cannot open Online Vault

Same here. Was running NIS 2013 fine on 3 pc's until today 1/13/13 when vault login has been hit and miss all day, mostly just hangs causing the browser to crash. Happens on Firefix 18, IE9, and Chrome. Can't access logins for export or backup either. Even when vault login does goes through, none of my logins are accessible. Running up to date Windows 7 x64, no malwarebytes. Never had this problem before. I assume Symantec is having server problems? Anyone else seeing this? And to think NIS 2013 Identity Safe has no offline option. I rely on Identity Safe for literally dozens of logins that I cannot get to otherwise. WHEN WILL THIS BE FIXED?

Kudos1 Stats

Re: Cannot open Online Vault

It's not just the norton product that is experiencing the issue. I've tried logging in on the identitysafe website and it will not let me log into my vault. It just keeps giving me a server timed out error. This has also happened since 1/13/2013. I noticed it was odd that new online logins that I created on my Windows PC did not sync properly to my iPad app and have not for days. Something is going on and nobody's mentioning it...

Windows 8.1 Pro x64 -- NIS 21.3.0.12; MBAM Pro (non realtime); SAS Pro(non realtime)
Kudos1 Stats

Re: Cannot open Online Vault

It's taken forever for me to be able to post again on the forum.  I made the mistake of changing my email address and it took awhile to get my confirmation email.

Anyway, I re-installed NIS and the problem went away for awhile and started back up again yesterday.  I can see from the forum, I'm not alone.  I'm wating to see what Symantec does.

@yank, thanks for contacting the moderator. 

NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos0

Re: Cannot open Online Vault

Hi KBPrez,

 

Can you please browse to https://identitysafe.norton.com webpage and try login same Norton Account and vault.

If you are able to login from portal then please follow the below steps and check whether it is working for you.

 

1) Reboot the machine on which you are seeing "Operation Timed Out" message.

2) Launch "Log in to Identity Safe" UI or click "Vault Closed" from Tool Bar.

3) Logout of Norton Account and login back in to same Norton Account again.

4) Wait for few minutes(may be 5 minutes).

5) Try to login vault.

 

Check whether its working for you.

Kudos0

Re: Cannot open Online Vault


viveksu wrote:

Hi KBPrez,

 

Can you please browse to https://identitysafe.norton.com webpage and try login same Norton Account and vault.

If you are able to login from portal then please follow the below steps and check whether it is working for you.

 

1) Reboot the machine on which you are seeing "Operation Timed Out" message.

2) Launch "Log in to Identity Safe" UI or click "Vault Closed" from Tool Bar.

3) Logout of Norton Account and login back in to same Norton Account again.

4) Wait for few minutes(may be 5 minutes).

5) Try to login vault.

 

Check whether its working for you.


viveksu, I tried to log in, but kept getting the message below.  So I tried the option to recover my password. I changed it and got email from Norton telling me the change was confirmed.  I tried to log in again with the new pswd, but still get the same message.  I'm certain that I'm entering the right password.  I verified it several times.

NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos0

Re: Cannot open Online Vault

@viveksu, please ignore my last post.  I realize now that the password I changed is for my Norton account, not ID Safe.  I can log in now, but I have a new problem.   All my logins are gone.  The only thing shown in the vault is my credit card information.  If I restore from my ID Safe backup, will my logins be restored to the online vault?

NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos0

Re: Cannot open Online Vault

I am still having issues logging into my online vault - I thought Tony mentioned that this was supposed to be resolved on the 17-January?  There was one day on the weekend when it worked, but yesterday and today I still have not had luck logging into the online vault (logged into norton account, but when I try to log into the online vault via toolbar icon it times out when entering the vault password - see error window below). 

I have a 64 bit windows 8 machine running the norton 360 v20.2.1.22

Accepted Solution
Kudos0

Re: Cannot open Online Vault

Hi KBPrez,

 

Nice to here you issue is resolved.

 

Yes. If you have backup file then you can Import them back to get back your vault data which you had exported at that time.

 

Kudos0

Re: Cannot open Online Vault


viveksu wrote:

Hi KBPrez,

 

Nice to here you issue is resolved.

 

Yes. If you have backup file then you can Import them back to get back your vault data which you had exported at that time.

 


GREAT.  Thank you!

NS 22.8.x, Win10 Anniv. Update, Chrome, Firefox, Malwarebytes Anti-Exploit, Malwarebytes Anti-Malware (FREE)
Kudos1 Stats

Re: Cannot open Online Vault


maz686 wrote:

I am still having issues logging into my online vault - I thought Tony mentioned that this was supposed to be resolved on the 17-January?  There was one day on the weekend when it worked, but yesterday and today I still have not had luck logging into the online vault (logged into norton account, but when I try to log into the online vault via toolbar icon it times out when entering the vault password - see error window below). 

I have a 64 bit windows 8 machine running the norton 360 v20.2.1.22


I had the same problem and it was driving me up the wall. Two online chat sessions with a Norton tech did nto solve it either.

What I wound up doing was going into my Norton Account online, and to the Profile section. I left my login email the same but changed my password.

Went back to N360 and logged out and then back in with my new password and Identity safe worked perfectly.

Corey
Kudos0

Re: Cannot open Online Vault


cohbraz wrote:

maz686 wrote:

I am still having issues logging into my online vault - I thought Tony mentioned that this was supposed to be resolved on the 17-January?  There was one day on the weekend when it worked, but yesterday and today I still have not had luck logging into the online vault (logged into norton account, but when I try to log into the online vault via toolbar icon it times out when entering the vault password - see error window below). 

I have a 64 bit windows 8 machine running the norton 360 v20.2.1.22


I had the same problem and it was driving me up the wall. Two online chat sessions with a Norton tech did nto solve it either.

What I wound up doing was going into my Norton Account online, and to the Profile section. I left my login email the same but changed my password.

Went back to N360 and logged out and then back in with my new password and Identity safe worked perfectly.


Thanks, but I still am getting the same timeout error.  I can login to the web page online vault, but not through the toolbar interface....  I tried the solution to reboot, logout of norton account, wait 5 min, relogin to norton account; yet still getting the timeout message....

Kudos0

Re: Cannot open Online Vault

Hi,

Try this steps.

1. Remove the Norton product thru program features

2. Install the standalone identitysafe from www.identitysafe.norton.com

3. If successful (export your logins thru the desktop use .dat and .csv)

4. Reset the password of the Identity safe from the stand alone product

6. Run NRT

7. reinstall your Norton product

8. sign in to the IU of identitysafe

9. import your logins back

This is a bit lengthy process, but works around 70% all the time.

Kudos1 Stats

Re: Cannot open Online Vault

Thanks, but I have uninstalled, used the NRT, and reinstalled a couple of times and it has not helped.  This issue had only started around the time that Tony posted the global server issue...

Any other ideas or suggestions?


dred_lukz29 wrote:

Hi,

Try this steps.

1. Remove the Norton product thru program features

2. Install the standalone identitysafe from www.identitysafe.norton.com

3. If successful (export your logins thru the desktop use .dat and .csv)

4. Reset the password of the Identity safe from the stand alone product

6. Run NRT

7. reinstall your Norton product

8. sign in to the IU of identitysafe

9. import your logins back

This is a bit lengthy process, but works around 70% all the time.


Kudos0

Re: Cannot open Online Vault

OK,    I used the Norton removal tool (for the third time!) and then reinstalled the N360 product.  I then rebooted to get the toolbars on IE, and then logged into the safe (it recognized that I had an online one, and then synched it automatically.

It all seems to be working now!   

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