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Kudos0

Cannot sign in to Identity Safe

Are there anyone experiencing a problem login into Identity Safe? Problem since 25-06-2017.

Replies

Kudos0

Re: Cannot sign in to Identity Safe

Hi Jonski,

A bit more info re your situation would be helpful.  Operating system, default browser, Norton product and version. Also what you have done to remedy the situation.  Can you log into your Norton Account?

Kudos0

Re: Cannot sign in to Identity Safe

Default browser iexplorer vr 11
Norton Premier 360 latest subscription.
The first time this problem occurred 26/02/2017. Worked through suggestion with Norton 1st line Support by removing old files and cleaning the registry then reinstalling the product. Outcome, no change. I also checked the Norton Forum (back then I wasn't a member) and found out hat there were a number of users also experiencing the same problem.

In the end Norton Support compensated me 30 more days to my subscription whilst they resolve the problem and to cover the period lost by login error to the Vault (Identity Safe).

The problem is back again.
I contacted Norton 1st line Support on 25/06/2017 to check a few things. I refrained from making any changes from my side and did not allow them remote access until they confirm status of the server. After several conversations they confirmed a server upgrade in in progress.
I began to see a pattern emerging, thus every time they run a periodic server review/upgrade, impacts the Norton Identity Safe login for some users. (Btw, reasons provided each time by Norton 1st line Support are consistent. I draw my conclusion from that). 

I have been issued my 3rd Case ID for this year and I have been compensated an additional 60 days subscription to cover the non access to Identity Safe whilst they remediate the problem.


Please let me know if you have any questions


 

Kudos0

Re: Cannot sign in to Identity Safe

Thanks for the feedback Jonski, now how about the rest of the info (bolded below) we asked for?

Operating system, default browser, Norton product and version. Also what you have done to remedy the situation.  Can you log into your Norton Account?

The version of your N 360 can be found via Help > About.

The login to Norton Account is the log in you must accomplish prior to logging into your ID entity Safe Vault.

Also can you log in here and see any of your logins?

https://identitysafe.norton.com/vaultLogin#

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