• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Can't log into Identity Safe

I uninstalled NIS, but kept my settings. I then reinstalled Identity Safe. When I try to open it, my old password doesn't work. I tried my Norton account password and that doesn't work. When I click on Password Help, I get S#. How can I get into my Identity Safe?

Lou

Replies

Kudos0

Re: Can't log into Identity Safe

Um, by uninstalled NIS....do you mean Norton Identity Safe .. or Norton Internet Security...

Kudos0

Re: Can't log into Identity Safe

Sorry. Norton Internet Security.

Kudos0

Re: Can't log into Identity Safe

Did you retain with Norton Internet Security uninstall, free offered IDSafe/Toolbar.
Look with Control Panel > Programs.  What Norton products to you find...?
With Norton Internet Security did you have Local or Online Vault...?

Kudos0

Re: Can't log into Identity Safe

I clicked on retain, but it didn't, so I reinstalled the stand-alone Identity Safe. I have Norton Ghost, Utilities and Identity Safe. I used local vault.

Kudos0

Re: Can't log into Identity Safe

The standalone is Online Vault.....
https://identitysafe.norton.com/
Do you have export backup of your creds...from Local Vault

Kudos0

Re: Can't log into Identity Safe

That's all fine, but I can't log on. How do I find out what the password is?

Kudos0

Re: Can't log into Identity Safe

Hello Loopie

You may have to create a new Local Vault. That is  why bjm asked those questions.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't log into Identity Safe

Loopie: That's all fine, but I can't log on. How do I find out what the password is?

the password is from your Local Vault ..?.....you'll need to setup an Online Vault....
what happens when you try to Sign In at the online Vault portal. 
https://identitysafe.norton.com/

Kudos0

Re: Can't log into Identity Safe

Same thing happens. Local vault password doesn't work. Norton account password doesn't work. Password hint says

S#

Kudos0

Re: Can't log into Identity Safe

Loopie:  Same thing happens. Local vault password doesn't work. Norton account password doesn't work. 

Local Vault and Online Vault are not the same vault.
Local Vault is link'd to a Windows user account.
Online Vault is link'd to your Norton Account.  
Are you able to Sign In to your Norton Account. https://manage.norton.com/

Kudos0

Re: Can't log into Identity Safe

Yes I can sign into my Norton Account.

Kudos0

Re: Can't log into Identity Safe

Do you have saved export backup...from Local Vault
I think once you setup Online Vault you can Import saved backup.
Maybe you can Import from IDDStor2.  I forget. 
Lets hear from Community. 

Kudos0

Re: Can't log into Identity Safe

Just my thoughts:

  • Loopie uninstalled NIS - Did they seek to retain the settings or the Password Manager?  Thinking he attempted to save the settings, he would see nothing until he attempted to reinstall NIS - which Loopie appears to have not done.
  • Loopie stated so he installed the IDSS (Identity safe stand-alone).  Now as bjm_ asked - did they set up the IDSS?  Did he enter his Norton Account email address and password and then establish a password to open the IDSS? 
  • Likewise, did they Import the ID Safe Data from his Local Vault?  Did they even have Exported ID safe Data from their Local Vault - as there is no auto-backup as there is with an Online Vault?

Answers to the above questions would be helpful as it appears the IDSS Vault has not even been setup yet.

If it were my system, I think at this point in time, I would uninstall the IDSS, and then I would attempt to reinstall NIS and see if my Settings had been retained and my Local Vault was still intact.  I'd do this as a starting point....and of course if all goes well, EXPORT my ID Safe to a safe location.

If it was still imperative to uninstall NIS, and install the IDSS, I would do so, making sure that I set up the IDSS Vault properly and Imported the data I had Exported above.

The other alternative is look for the IDDStor2 bjm_ mentioned.  Additional information in the following link:

https://community.norton.com/en/forums/retaining-your-local-vault

Kudos0

Re: Can't log into Identity Safe

First bullet point is correct.

Second bullet point: after installing IDSS, I was asked for my Norton account information. I provided my email address and password, both of which were accepted. It then went to the screen asking for my IS password. Neither my old password nor my Norton account password worked. I even tried my email address to no avail. When I click on the password hint, I get "S#", which I assume is serial number. I have no idea what that is or where to get it.

As far as reinstalling NIS, I'm not sure I can do that. My subscription has expired. I will give it a try though.

Loopie

Kudos0

Re: Can't log into Identity Safe

Thanks for the feedback Loopie.  In regards to the IS password - was there an option to change/I forget the Password available?  If so did you try to change it?  I know of no way to see the serial number without opening IDSS Settings and selecting About, but since you cannot open the settings - I'm lost.

Even if you can get a NIS trial reinstalled, I am still not sure that will produce the Local Vault for you to Export.

Perhaps an uninstall of the IDSS and a reinstall of it with an attempt to set up a new vault may be the answer.  I recall @peterweb  suggesting the prefetch  folder be cleared when some folks run into weird situations, but not sure of his additional comments in regards to it.

Kudos0

Re: Can't log into Identity Safe

Loopie

The prefetch suggestion yank mentions would not help in this case. The issue here is local vs online vaults.

If your original NIS was in fact using a local vault, there is no way that you would be able to access it using the Standalone version of ID Safe. The stand alone version uses the online vault and the two are not interchangeable.

From what you and yank have have discussed, I would suggest installing a trial version of NIS and trying to access the local vault.

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

This thread is closed from further comment. Please visit the forum to start a new thread.