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Kudos0

Can't delete the vault from the Norton Password Manager locally

Hi, Few days ago, after the application failure while changing password to the online vault in the Norton Password Manager add-on for Firefox I lost any possibility to login to my online vault. Neither old nor new passwords were accepted. Only the local copy of the vault was accessible from the Norton Security software - Password Manager run locally (Windows 7 x64) and the other one on my android smartphone - also some old local copy of the vault appeared there after entering password to the vault. I was told by the local Norton support that the only way is to remove the vault, create new one and restore vault entries from my local backup. So I deleted the online vault using the my.norton.com website and it appeared that the vault in the Firefox add-on was removed too (as expected). But when I opened the Password Manager from the Norton Security software locally, I could still log in to the local copy of the vault and could see all my entries. So I tried to remove also this local copy but it appeared that I can't do it. After entering 3 bad passwords I clicked link for deleting the vault, confirmed "Yes, remove the vault", "Yes, I'm sure", logged in to my Norton account, waited some time while "my vault was being removed", accepted confirmation that the vault was removed and now I must create a new one and... again I was asked to login to my vault! When I typed in my password, all my data appeared again so my vault wasn't removed as the Norton program confirmed. I tried to do this about 10 times, also restarting my PC between tries, but every time it looks the same. I also can say that on the other PC I removed the local copy of the vault without any problems on the first try. I have no idea what to do next to finally remove my old vault and restore my vault entries to new online vault - could anybody help me, please? regards - Maciek

Replies

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

Why do you want to remove the old local vault contents? If you do, unless you have backed up that vault, you will not be able to restore the entries to your new online vault.

Before you do try any more removal attempts, be sure you make a backup of the vault. Use the information in this Norton article. Scroll down to the section to export from your data from Norton.   https://support.norton.com/sp/en/us/home/current/solutions/v5466274

Then you can use the information in this Norton article to import the vault contents to your newly created online vaults to use in your browsers. This time use the information to import using a browser.   https://support.norton.com/sp/en/us/home/current/solutions/v5466277

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

As I already wrote - that is the only resolution suggested by the local Symantec support for my main problem with no possibility to access my vault after the bug occurred while changing password to the vault. The support assistant told me to completely remove the vault, create a new one and import my passwords from the backup (fortunately found in My documents). Now I have already done it and have new online vault created and up-to-date, accessible from the Firefox add-on, accessible locally from other computers and from my smartphone, but still I have one local copy of the old vault that became inaccessible after creating new online vault and is still not removable. Now I'm afraid to remove this vault to not to remove my new online vault together, because during the removal process the application asks for the Norton Account password. I have already looked for the information about the location of the Norton Password Manager's vault files to remove them manually but can't find any (I have found only folders with many pictures and icons in the c:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NS_22.8.1.14\IdentitySafeDataStore\S-1-5-21-... folder). :-( So now the only thing I do need is to remove this one inaccessible local copy of the old vault.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

It does sound like you do still have a local vault available on your system. It should in no way interfere with your cloud vault as there is absolutely no connection between the two. Norton has not supported the local vault for many years now, and with the newer Norton products there is no way to create a local vault. The only way to access a local vault now is with the IE browser and from your Norton product interface. A few of us here are still maintaining a local vault, as we feel it gives us more control, and is available if there is any server outage at Norton.

Good news that you found the backups and were able to set up your new cloud vault.

Also, the files you found in c:\ProgramData are the files for the local vault. If you are absolutely sure you want to remove this vault, you can go ahead and remove those files. But just in case you want to change your mind, you might want to just rename them, so they are there if you want in the future. To do this, you will have to use a Windows administrator account, and you will have to temporarily disable the Norton Tamper Protection feature.

Let us know what you decide and if you need any more clarification.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

It should in no way interfere with your cloud vault as there is absolutely no connection between the two

I can't remember how I did it, but until the issue with changing password to the vault occurred, I always had my vault (as you said - available from IE browser and from the Norton Security interface) synchronized with the cloud vault (available from the Firefox add-n and my.noton.com web site). It was revealed from time to time by a pop-up in the bottom right screen corner, near the Norton Security system tray icon, reporting successful end of synchronization. Every time I set up or changed password to some website - no matter if I did it from the IE browser or from the Firefox add-on, my vaults were synchronized with the cloud and I could see my changes on another devices.

That worked for me for years and I have never thought that it could work in a different way. So that's why I called it a "local copy of the online vault" - I could access my vault from the IE browser as well as from the Norton Security interface and from the Firefox add-on. It also could be managed from the Norton Security interface, from the Firefox add-on, from the my.norton.com website and from my Android smartphone (Norton Password Manager application) and the vault was being synchronized between all these applications and between multiple devices. I never wondered if I were using some local copy of the online vault or a direct connection to the online vault, but for sure there were lags in synchronization of new entries and changes between devices and browsers, what suggested that changes are first saved locally, next are synchronized with cloud, and next with other browsers / devices.

Some kind of a connection between the "local vault" (maybe only a local mirror / copy of an online vault) and the vault in cloud occurred while I was creating the new vault. As I wrote before - I removed my online vault from my.norton.com website and I created my new vault from the Norton Security / Password Manager interface on my PC. The vault was created online and all my password entries were imported from a local .DAT file to the local copy of the vault (they were visible immediately in the local Norton Security / Password Manager interface) and then they were synchronized with the cloud (all entries were visible in other applications, devices and my.norton.com website after about 15 minutes).

The other proof that there WERE local copies of the cloud vault on my different devices is that after changing password and losing access to my online vault, I could still access some offline (local) copies of the vault using old password (different versions that couldn't be synchronized with cloud after the password issue) and I could see all password entries on my smartphone, on my laptop (unfortunately both out-of-date, synchronized few months ago), on the other laptop (synchronized few weeks ago) and one quite up-to-date, accessible from my Norton Security / Password Manager interface (I made a backup of this copy in .DAT file as the most up-to-date before I found Password Manager's backup files in My documents).

As I wrote before, I tried to remove this last copy many times from the Norton Security / Password Manager interface but with no effect - every time the removal process reported that my vault was completely deleted and I must create new one, application displayed standard login window and I could login into the vault again using the old password.  Then I decided to create new vault and import entries from backup. I did it successfully from another computer using Norton Security interface. And just after doing that I lost access to that last local copy of the vault, which I couldn't delete before but was accessible. Now while trying to login using Norton Security interface, it shows the new hint for the new password I set up while creating the vault (what suggests that it was synchronized with cloud), but I can't login neither using the new password nor the old one.

I want to remove that last inaccessible local copy of the vault because... it is inaccessible ;-) and I hope that after removing it, Norton Security / Password Manager will synchronize with cloud and it will create new local copy of the vault, matching that one in cloud.

It's probably more or less complicated than I wrote ;-) but it's very difficult for me to describe it clearly enough - English isn't my native language.

Regards - Maciek

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

If your vault contents between browsers and your Norton product were being sync'd, you were accessing your cloud vault. As I noted above, there is absolutely no connection between a local vault and a cloud vault. They cannot sync.

It is possible to have both vaults available to you. When you log into your vault from your Norton product, do you see the same as in my image here with a link to Open Local Vault? If so, when you just fill in a vault password, you are being logged into a cloud vault unless you click on that link.

If you do see that link, and you have the file folder in c:\Program Data as you noted above, you do have access to both a local and a cloud vault. The local vault contents are stored in that folder and your cloud vault contents are store on Norton's servers. There is no 'local copy' of your cloud vault other than the backups you found and a cached copy that is available as long as you are logged into your cloud vault. Once you log out of your cloud vault, the cached copy is removed from your computer.

If you want to update the contents of your local vaults, you can log into them from your Norton product and then use the Import function as described above to import one of the backups you found in your Documents folder.

If you are still sure you wish to remove these old local vaults, you can just delete the folder you found in Program Data. As noted above, you will need to disable the Norton Tamper Protection feature before you can do this. And remember that if you just delete these folders you will no longer be able to change your mind to create a new local vault.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

Hi,

I don't see the link to the local vault.

But disabling the Norton Tamper Protection feature and renaming the C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\NIS_22.5.0.124\IdentitySafeDataStore allowed me to login into the vault using my new password. Unfortunately the vault was empty and nothing indicated that it would synchronize with cloud. Then I closed the vault, logged out of my Norton account in the Norton Security interface and logged in again. After doing that I couldn't login into the vault again ("Bad password").

I also noticed a strange regularity in failed login attempts.

  1. Lets say, that I enter my password 10 times, correctly each time (I mean the correct password to the vault in cloud). Every second login attempt Norton Password Manager displays normal prompt "Vault closed" (as on the image above) and every other time it displays the "Bad password" screen (as on the image below). There is another one strange behaviour in this example - when I enter each time my correct password, Norton Password Manager never displays the question about removing the vault with a link to this action. But it doesn't open the vault - only displays these two screens alternately.
  2. When I enter bad passwords 3 times in a row, the Norton Password Manager displays each time the "Bad password" screen (as on the image above) and there is a question about removing the vault, displayed on the fourth screen (as on the image below). Every next attempt with bad password entered displays the "Bad password" screen with a "removing vault option". But after entering my correct password, Norton displays the first, "normal" prompt and resets the "Bad password" chain (I must again enter bad password 3 times in a row to see the remove vault option).

So it looks like the Norton Password Manager recognizes my correct password but it doesn't let me into my vault.

I hoped that removing files of the local copy of the vault will help, but now I have no other idea how to open my vault and synchronize it with the cloud from Norton Security interface. :-(

There is no 'local copy' of your cloud vault other than the backups you found and a cached copy that is available as long as you are logged into your cloud vault. Once you log out of your cloud vault, the cached copy is removed from your computer.

Maybe there are left some files of a cached local copy you mentioned, that weren't correctly removed from my computer? How to check this?

Regards - Maciek

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

Do you still have difficulty logging into your vault using the Firefox extension? Is it also now empty? 

If so, and you are sure you do not want to keep any possible local vault on your system, I would suggest downloading and running the Norton Removal and Reinstall tool from    www.norton.com/nrnr    and using the Advanced Remove Only tool. This will not only remove your Norton security product, but also any local vault you may have had. After restarting your computer, log into your Norton Account and download a fresh copy of your Norton product. Then be sure you run LiveUpdate manually a few times, restarting as necessary, until no updates are available.

Then try accessing your vault. This time it will definitely be a cloud vault you are accessing. If you get logged in and still find the vault empty, you can import your backup as you did above.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

No, while logging into my vault from Firefox add-on on this PC and from Norton Security / Password Manager interface or Firefox add-on on other devices everything is OK and the vault there is up-to-date. The only place where I can't login into my vault is the Norton Security / Password Manager interface on this PC.

PS. Why images I attached to my previous post are not displayed?

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

If you are still having trouble logging into your vault from your Norton Security product, be sure you are not being asked for your Norton Account password. If you have been logged out of your Account for Norton Password Manager purposes, you will be asked for your Norton Account email and then password. After signed into your Norton Account, you will be prompted for your vault password. 

If this is not the case, then it would seem like some issue with your Norton Security installation, and you should try the reinstall as I noted above.

Your images are visible, and I cannot tell just what is being asked for from the non English version. Images for newer users are often held, pending a forum admin ensuring they do not have any improper content. Forum Gurus are able to see these pending images to better allow us to help. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

Maybe I don't look like but believe me, I'm smart enough to distinguish login to the Norton Account from login to my vault. ;-)

Everything with my vault was all right for many years until the changing password issue.

And some following observations:

Today I decided to delete my vault once again from the Norton Security interface on this PC where I couldn't login into my vault. I checked if there is all right with my vault in cloud through the Firefox add-on and it was. So I clicked the link to delete the vault and  passed all the removal procedure. Everything went the same as I described in my first post. After accepting the message that I must create new vault, the standard login prompt was displayed instead of window for creating new vault - off course with no  possibility to login (same as I described in my post with images). But after that, I couldn't login into my vault from the Firefox add-on - it displayed an information that there is no vault found. So the same application that didn't let me login into my vault, could delete the vault in cloud without any problem, but after doing that it still asked about the password to the vault and displayed the proper password hint.

In all this circumstances I will never believe that the Norton Security does not create a local copy of the vault for its own use. And once this local copy become corrupted Norton cannot manage it, open it or even delete it. It tries to open it every time I want to login into the vault using Norton Security interface again and again, instead of opening the online vault.

I don't want to do a whole Norton Security removal procedure because I'm afraid of losing all my firewall and programs configuration rules. That's why I wanted to remove only this corrupted local copy of the vault not the Norton product.

PS. I knew that my non-English examples won't be understood - so I described main messages in my posts. Here is translation: "Skarbiec zamkniety"="Vault clsed" (big gray) and "Pokaz wskazowke do hasla"="Show password hint" (orange link) and "Otworz"="Open" (white on the orange button), "Nieprawidlowe haslo skarbca"="Incorrect Vault password" and "Musisz usunac skarbiec? kliknij tutaj"="Need to delete your Vault? click here".

PPS. Now I already can see my images. :-)

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

After you delete/reset your vault, restart your computer to clean out anything that might be saved in cached memory. That is the only 'local store' of a cloud vault. When the computer is turned off, the information is gone.

Once you have restarted your computer use the information in this Norton KB article to recreate your vault.    https://support.norton.com/sp/en/us/home/current/solutions/v54500320

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

Hi,

After restarting computer nothing changed. Norton asks for password to the vault instead of asking for creating new vault, as it does on the other computer. So it appears that there still must be some corrupted local copy of the vault because it displays the right password hint for the vault that was already deleted. ("Vault closed", "Show password hint", "Open")

Local copies (probably cached copies) of the vault are created and kept on my devices regardless of how many times devices are restarted. Maybe its a bug as this contradicts your assurances, but I discovered that on my smartphone and on this PC, where I could still login into my vault using the old password, when the vault in cloud was inaccessible from other devices and from Firefox add-on (after the password change issue). Entries in those copies were different - on the smartphone was out-of-date and on the PC was almost up-to-date.

Creating a new vault is not a problem for me. As I wrote, I already did it successfully from the other computer and I restored my vault entries from the backup. That vault was accessible from every device and application excepting the Norton Security application on this PC (my main PC).

Kudos0

Re: Can't delete the vault from the Norton Password Manager locally

I'm running out of ideas here. 

Is your default browser Firefox? Are you happy with the way NPM is working in Firefox?

Why are you accessing your vault through your Norton Security product? If you do not wish to try the  reinstall as I suggested above, why not just ignore the Norton Security access to the vault and just use your Firefox extension?

Things happen. Export/Backup your Norton Password Manager data.