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Kudos0

Cannot set up my Identity Safe Vault

I am getting an error message when trying to set up my Identity safe. Here is my situation:

I have Windows 7 Home and use Mozilla Firefox 25.0.1. This is a new computer and and have the Vault installed and running in my older computers which are running the exact same software for OS and browser. In the new computer I already have the Norton Tool Bar installed and it shows the Vault as "Access Vault" while the others show it as "Vault Closes" or "Vault Opened". The Vault icon in the new computer is also different from the Vault icon in all other computers.

Now, when I click on "Access Vault" it asks me to set it up and after typing my email address it tells me I have already an account with that email address. Then prompts me to enter my Norton Account password; next, I am requested to create a password for the Vault and a Hint for this password.

When all this is completed, I click on the button "Next" and this error message pops up: "The system encountered an unexpected error. Unable to set up Identity Safe. Please try later."

However, this situation lasts for over 24 hours and the error message is always to try later...

Can someone please provide some guidance as to what may be the issue here?

Many thanks for all help provided.

Lin Yu

Replies

Kudos0

Re: Cannot set up my Identity Safe Vault

I am getting an error message when trying to set up my Identity safe. Here is my situation:

I have Windows 7 Home and use Mozilla Firefox 25.0.1. This is a new computer and and have the Vault installed and running in my older computers which are running the exact same software for OS and browser. In the new computer I already have the Norton Tool Bar installed and it shows the Vault as "Access Vault" while the others show it as "Vault Closes" or "Vault Opened". The Vault icon in the new computer is also different from the Vault icon in all other computers.

Now, when I click on "Access Vault" it asks me to set it up and after typing my email address it tells me I have already an account with that email address. Then prompts me to enter my Norton Account password; next, I am requested to create a password for the Vault and a Hint for this password.

When all this is completed, I click on the button "Next" and this error message pops up: "The system encountered an unexpected error. Unable to set up Identity Safe. Please try later."

However, this situation lasts for over 24 hours and the error message is always to try later...

Can someone please provide some guidance as to what may be the issue here?

Many thanks for all help provided.

Lin Yu

Kudos1 Stats

Re: Cannot set up my Identity Safe Vault

Hi LinYu2,

If I understand your experience, it sounds as if you are trying to be able to use the same Online Vault that you have already created and are using on other systems.  If that is the case, after you have signed into your Norton Account (provided email and password), use the password for your exsisting Online Acount - the same password used for your other systems.  Also here is the info on how to set up anOnline Vault.

Also in regards to the different look of the NTB in the area of Vault Closed/Vault Open etc. Do have either of the following?

It sounds like you have two different versions of NIS installed on your systems.  The images above are from NIS v 21.1.0.18 and the lower one I believe is from v 20.4.0.40.  You can check the versions by selecting Sup[port from the main page of NIS and then About.

Hope this helps - let us know please!

Kudos0

Re: Cannot set up my Identity Safe Vault

Hi Yank!

Thank you for your response. I think I may have gotten to the source of the issue. In fact I do have 2 different Norton versions, the 20.4.0.40 in the older computers and the trial version in the new one, version 21.1.0.18.

I also understand that we may be talking here about two different types of Vault: the local one (in the case of the old machines) and the online one (in the new version of Norton).

To be frank, I kind of remember going through this issue last year, when the "cloud" Vault appeared for the first time. I chose to remain with the older version of Norton at the time, because I sort of don't feel much comfortable with keeping all my passwords in a cloud, so to speak... If at all possible I will prefer to have it local.

Now, I already purchased a new license (in disk) to install when my current license expires (in a few days). If the situation comes out to be as I described it, in such case, would you have any guidance you could provide for the purpose of keeping my Vault local?

Your great help is highly appreciated.

Thanks.

Lin Yu

Accepted Solution
Kudos2 Stats

Re: Cannot set up my Identity Safe Vault


LinYu2 wrote:

Hi Yank!

Thank you for your response. I think I may have gotten to the source of the issue. In fact I do have 2 different Norton versions, the 20.4.0.40 in the older computers and the trial version in the new one, version 21.1.0.18.

I also understand that we may be talking here about two different types of Vault: the local one (in the case of the old machines) and the online one (in the new version of Norton).

OK, so the systems on 20.4.0.40 are currently using Local Vaults and the new one (trial v 21.1.0.18) is using an Online Vault.  I'm with you now.  Also as stated below, it is your desire to stay with the Local Vault on all the systems.  Am I also correct in understanding the bottom line is that you desire to upgrade all three to v 21.1.0.18 and retain the Local Vault?

To be frank, I kind of remember going through this issue last year, when the "cloud" Vault appeared for the first time. I chose to remain with the older version of Norton at the time, because I sort of don't feel much comfortable with keeping all my passwords in a cloud, so to speak... If at all possible I will prefer to have it local.

Now, I already purchased a new license (in disk) to install when my current license expires (in a few days). If the situation comes out to be as I described it, in such case, would you have any guidance you could provide for the purpose of keeping my Vault local?

Please make sure you have the Product Key available from your purchased disk.

Before doing anything more:  please be sure to Export your ID safe Data in both .csv and .dat format for each of your vaults.  I will assume your Local Vault may contain different log-ins, as they are not synced in anyway between the two systems, as well as your Trial Online Vault - so you will probably need to Export 3 sets (a .csv and a .dat) of data.

Your great help is highly appreciated.

Thanks.

Lin Yu

OK, I'm going to suggest a plan of attack and then have you review it, and see if all is clear in your mind.  If not,  ask any questions if you have,and I will answer them.  If no questions, then go ahead and follow thru with it and let us know how things

go.

These instructions will upgrade you to v 21.1.0.18 with a Local Vault and also apply your new license.  You stated that you have a few days left, be advised, any days you have left on your current license will be lost, so if you deisre not to lose too many days, just wait until a day or two prior to the expiration date and then do the procedure..

On the systems with 20.4.0.40 installed:

Download and run the following:  You do not want to uninstall your current version - by downloading and installing the upgraded version, it will install "over the top" of your current install and retain the Local Vault, the ID Safe Data and your settings.

http://norton.com/latestnis

Be sure to run LiveUpdate (rebooting if requested) until LiveUpdate responds "no updates found".

Once it is installed and activated, it should show the same (few) number of days remaining.  You can then Click on Renew, then select I have a Key (not sure of the exact wording).  You should be presented with a screen to enter your 25 digit product key -please note the dashes are inserted automatically.

Once done with that, you should show 366 (365?) days remaining. 

The new system will be a different story.  You will have to remove the current install, run the Norton Remvoal Tool and then install NIS 2012 in order to establish the Local Vault.  Once the Local Vault is back, you will need to upgrade "over the top" to NIS v 21.1.0.18.

For the new system:


Download the Norton Removal Tool from here www.norton.com/nrt

Download the NIS 2012 from http://buy-download.norton.com/downloads/2012/NISNAV/US/19.8/NIS-ESD-19-8-0-14-EN.exe

If you use Identity Safe, Export your data in .csv format (you shoujld have already done this)


Uninstall your Norton product via Windows control panel.

Reboot

.
Run the Norton Removal Tool.

Reboot. (May occur automatically)

Run the NIS 2012 download.


Run LiveUpdate (rebooting as requested) until LiveUpdate responds "no updates found". 

Be sure to go into Settings - Computer - Updates and turn off the option for Automatic Download of new version.

 
If you use Identity Safe, try to log in. If it works you are done. If it does not, import your Identity Safe data.
It's been awhile sine I did this myself - I can't remember if the Local Vault is auto set up or not)

Once the NIS 2012 is up and running with a Local Vault,

Download and run the following:  Once again you will accomplish an "over the top" of your current install and retain the Local Vault, the ID Safe Data and your settings.

http://norton.com/latestnis

Once installed, it should ask about activation, this is when you will enter your product key (similar to the previous method on your other systems).

After activation, please run LiveUpdate (rebooting if required) until LiveUpdte responds "no updates found".

You should now be on v21.1.0.18 on all systems with the Local Vault and a fresh license installed.

Let us know how things went or if you have any questions.

Kudos0

Re: Cannot set up my Identity Safe Vault

Awesome! I read your post and it looks like you took a lot of time and effort to provide a thorough and very detailed answer. I think I should be able to end up with what I wish to achieve: to have all systems working on NIS 21.1.0.18 with a fresh license for 365/6 days AND with local vaults on each of them.

Now, I have 8 days remaining in the two old systems and 10 days remaining in the new computer. This means I still have some time to better digest all the instructions you so kindly provided and proceed on a step by step fashion until everything is set up and running. And, absolutely, I will definitely let you know how things worked out. Since I'm not too versed with these procedures (and thus afraid of goofing badly...) and also because I still have some time left with the old licenses, I will probably use this coming weekend to get some hands-on help from a family member who is quite better familiar with computers than I'll ever be.

So, for now, all much deserved thanks go your way and I will be back here in a few days to tell the rest of the story...

Thanks again, very much!


Lin Yu

Kudos1 Stats

Re: Cannot set up my Identity Safe Vault

You are welcome LinYu2.  FWIW, you can go ahead and do the upgrades on the  V 20.4.0.40 sytems now (or this weekend) and get them upgraded - the current license is still good and shuld be picked up when you upgrade.  Then you can ensure all is working correctly and just do the new license closer to the expiration date.

BTW, the date you use the 1st license starts the clock running on all 3 licenses, so if you wait the extra 2 days on the new system it will only show the number of days left on the other 2 systems.

We'll be here to answer any questions you may have and please do let us know how things go.

Kudos0

Re: Cannot set up my Identity Safe Vault

That's exactly what I just did. I now have my old computers running on NIS 21.1.0.18 and with the local Vault. I will now wait until closer to the expiry date and then renew with the new keys. Following your step-by-step instructions, everything went extremely smooth with no problems whatsoever. At this point, it's "one down, one other to go"...

But on the new computer I am going to wait a few days and then do it at the same time as I will do the license renewal for the old ones.

Incidentally, I notice that there are more  features in this new Vault and some of them look pretty good. I can't help it but say that the "visual" looks heavier and less appealing to the eyes than the previous one, which was also simpler and easier to read. At least, this is my first impression. All in all, it may take some time to getting used to it, I guess.

Thanks one more time for all your great help and cooperation. And I will most definitely come back here to say how it all ended up.

Lin Yu

Kudos1 Stats

Re: Cannot set up my Identity Safe Vault

You are welcome and if you can't find something - which most of us ran into when it first came out - just ask - as collectively, we have figured most of it out!   

Kudos0

Re: Cannot set up my Identity Safe Vault

Hello, yank!

As promised, I come here to say that I completed today the procedures you has generously and patiently lined up for me in order to get all my systems running on the latest version of NIS (21.1.0.18) AND still keep the Identity Safe local. It all went exactly as expected, with no glitches of any kind. Actually, after running the NIS 2012 download on the new machine, when I tried to start the series of Live Updates to bring the main app up to date, the shortcut wasn't responding. Then, after a minute or so, a window popped up with Error 8504, 101 and offering a fix. The problem was resolved by running the fix. Whatever happened and was resolved I do not know. But other than this small bump, all the script you provided worked flawlessly.

I want to reiterate, once more, my deep gratitude and appreciation for the great help you provided. I feel indebted to you. It is you and a few others like you who make this Norton Community Forum the leader, by far, of all forums I have known and visited in the Internet. It's a shame not being possible to give more than one kurdo to a post like the one you produced that so efficiently brought a clean solution to my problem.

Cheers!

Lin Yu

Kudos1 Stats

Re: Cannot set up my Identity Safe Vault

Hi LinYu2,

Thanks for getting back to us!

Most important thing is you got what you wanted with only a relatively small detour (Error 85204, 101 - normally refers to file corruption or conflict?), but in the end all things worked out fine. 

You are most welcome and we all appreciate the kind words and thanks.  We do try hard to keep other users happy and when things work out as they have for you and you tell us so, we know the  effort we put in is appreciated. 

Once again, thanks for the thanks and I'm sure Norton will be glad to hear what you have said about this community.

If you need us again - you know where to find us.

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