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Kudos0

Can't open my vault

This morning, when I turned-on my laptop, I tried to open my vault. What I got was a window saying I needed to log-in to my Norton account. When I enter my ID and password, it always comes up incorrect.

I haven't had this problem before and I definitely am not going to change my password as it is the same for my laptop and desktop. And, I am not going to ask support as all they want to do is do a remote.

Why am I unable to log in to  my account?

One more reason why I will not renew my account. More problems with NIS than it's worth.

Replies

Kudos0

Re: Can't open my vault

Can you sign into your Norton Account at    https://my.norton.com  ?

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

Re: Can't open my vault

Thanks peterweb.

Don't know. Haven't tried that using that url.

Will try and let you know.

Kudos0

Re: Can't open my vault

Good morning peterweb.

I tried the link you gave and I was, after some difficulty, able to log in to my Norton account. Shows my two devices and the warning account about to expire but nothing about opening my vault.

I have no problems on my desktop logging-in, just my laptop. I have 3 IDs/PWs in my desktop vault.

When I try to open my laptop vault, it says Get Started, sign-in to your account. I've used all three passwords (ID is the same) trying to open my laptop vault but it always says wrong email or pw.

I guess I'll just uninstall Norton on my laptop and forget about it. Not going to renew anyway because this is an ongoing problem with Norton.

Thanks for your interest and help.

Kudos0

Re: Can't open my vault

I was just trying to ascertain whether you were able to access your Norton Account online. Although there is a box on the main page to go to your Norton Password Manager,NPM, vault. What difficulty were you having logging into that web site?

You can only have one password for your Norton Account and one password for your Vault. 

I have 3 IDs/PWs in my desktop vault.

Are you talking about the logins stored in the vault, or do you have 3 separate vaults by using 3 different Norton Accounts?

Going back to basics. When you first log into your NPM vault you are prompted for your Norton Account email and password. Then you are prompted for the Vault password. 

Have you tried again to log into the vault from the laptop after you were able to log into your Norton Account from the website?

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

Re: Can't open my vault

Thanks peterweb for  your follow-up.

Here's somewhat of a recap.

1. When I said I had three different pw's on my desktop that's because in the past when I had trouble opening my vault on my desktop, I was prompted to reset the pw.  I used the same pw when I installed Norton on my laptop. After re-setting the pw, I failed to delete the old ones. That's why I said I tried all 3 pw's to see which one would work on my laptop. None of them.

Until the other day when this began, I had no problems logging-in to my vault on my laptop. I would click on the Norton icon on the task bar, main page opens, I click on Internet Security, password manager window opens, click on that and the window for my vault password would open, enter my pw and vault opens. 

Now, when I do that, I'm always prompted to log-in to my Norton account. I click on the link, and when the log-in page opens, I enter my ID/pw. Nothing works. Says wrong ID or pw.

I used your link to access my Norton Account on my laptop. Was able to do that. Nothing there to help me with logging-in to my vault - just the devices I have. As for the box to log-in to my NPM vault, didn't see that. Will try again.

Don't really want to get too deep into this. Like a dog chasing it's tail.

Again, thanks for your interest.

Kudos0

Re: Can't open my vault

On the web site you may have to scroll down the page to see the NPM box to click on.

If you change a vault password, the older password is gone. It is not stored anywhere. 

Now you are prompted for login to your Norton Account, be sure you are using the email and password for your Norton Account, not the Vault. You will be prompted for the vault password after you get signed into your Norton Account.

This Norton Account login prompt happens every so often as a security measure. 

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

Re: Can't open my vault

My problem is solved.

Again, I tried to open my vault and was prompted to log-in to my account. Clicked on the button, and when prompted to enter ID/pw, entered that info which was in my vault on my desktop. That worked. When the vault page opened, it showed my ID and, on a whim, I entered a pw that I had written down for my mobile. 

Bam!! It worked. Was able to get my vault to open.

I truly appreciate your help and time on this matter.

Hope your week goes good.

Thank you

Kudos0

Re: Can't open my vault

You are welcome. Glad you finally got your vault to open.
Things happen. Export/Backup your Norton Password Manager data.

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