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Kudos1 Stats

Can't Sign in to Vault/Identity Safe

I am using a Windows 10 OS. I noted I can't sign in to my vault any more. When I press the Vault is Closed button on the Norton Toolbar, the Get Started Sign-In button pops up asking me to sign in with my password. When I enter my correct password, the cycle (Get Started Sign-In button pops up asking me to sign in with my password) simply repeats itself over and over.

How do I fix this? Please HELP. Thanks in advance.

Replies

Kudos0

Re: Can't Sign in to Vault/Identity Safe

I started having the same issue with IS on Win 7.  Won't take my password.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Win 7 with Firefox. Same iisue, received an update last night and now I can't open my Identity Safe vault. Takes my username and password, but just loops me back to the log in screen. Looks like I'm not the only one with this issue.

Please advise if a fix as availablre.

Accepted Solution
Kudos1 Stats

Re: Can't Sign in to Vault/Identity Safe

Try restarting.  That sometimes helps when it affects my machine.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

Thanks Krusty 13. Rebooting my computer fixed the issue. I can open my vault normally again.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Good to hear!

Thanks for letting us know. 

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

Do you know what causes this issue and does Norton have a permanent fix on this?

Thanks again.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

No, I don't know what causes it but I do know that Symantec are aware of it, have collected logs from some machines, including mine, and are working on it.  I don't know if Symantec have pin-pointed it yet or not.

I do know it is a major pain in the posterior and I have told Symantec that's how I feel about having an unreliable password manager.

Cheers!

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

Restarting also allowed me to open the Vault.

Thanks for your assistance, Krusty13.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Delta254:

Restarting also allowed me to open the Vault.

Thanks for your assistance, Krusty13.

You're welcome, Delta254.  Glad to help.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

Some information on the "local" vault vice the "online vault", which are the terms used by the support technician.

Last night (9-8-2015 from 1600 to 1900) I spend three full hours with a technician trying to get a "local" vault installed on my wife's new computer, an  HP Envy, running Windows 8.1.  In a word it was a "DISASTER".  At one time it got so bad I had to actually unplug the computer power just to get it to respond to any sort of input by the technician using the remote control or by me after I observed a 45 minuet time of NO activity.

The technician initially said the "newer" version of Norton 360 did NOT have the "local" vault capability.  Her solution was to install the "older" version.  I had no way to determine what constituted "old", vs "new" versions, but I assume it was somewhere in one of the .exe files.

She went through an uninstall/reinstall routine which led to the "lockup".  Eventually I said just to reinstall the "new" version and I will set up the HP system to fill in id/password information, rather than go through the hassle of having to sign in to a Norton account, then sign in again to open the "online" vault in her computer.

After it was all "fixed" I have come to the conclusion that the problem is simply having Windows 8.1 makes it impossible to still have a "local" vault.  I have a computer running Windows 7.1 and one with Windows 10, upgraded from Windows 7.1 and they both work just fine with a "local" Vault.

In the end I would offer this word of advice.  If a Norton technician tries to remove the "new" N360 version and install the "old" version in order to set up a "local" vault, DO NOT DO IT!

In closing, I don't know why Symantec eliminated the "local" vault from N360, but I would opine it wasn't a good idea.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

I am having the same problem...again.  I am using Windows 10.  A restart does not help on my pc.

The problem was fixed a week ago after a 45 minute visit with support. Now I am facing the same thing again.

Both incidences occurred after a Windows Update. 

The call to tech support will have to wait because I don't have 45 minutes to deal with the problem today.   Not happy

.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Restarting did not work for me. Using Windows 10.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Same for me. A restart does not help. I had the same problem a week ago and it was fixed via support. However, after a Windows 10 Update last night, I have the same problem again. Looks like another visit with support is in order when I have time. Apparently, every time an update occurs, it affects Identity Safe.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hello to the ones on Win 10

How did you reboot your machines? Did  you use the restart as opposed to shutting down the computer and then starting it up?

Thanks

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

I used Restart
Kudos0

Re: Can't Sign in to Vault/Identity Safe

@Joebagadonuts

As long as you have had a local vault at some time, or have access to a system that has had a local vault, it is possible to regain it if you have been converted to the online vault. Check the information gathered by user elsewhere in this thread.   https://community.norton.com/en/forums/retaining-your-local-vault

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

Re: Can't Sign in to Vault/Identity Safe

I solved the problem by disabling the Fast Start feature on Windows 10. So good so far. 

https://community.norton.com/en/forums/windows-881-or-10-and-fast-start-...

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hi,.  I'm also unable to get into my vault.  It asks for sign in instead of the password as usual.  I enter sign in info and it loops back to asking for sign.  I tried restarting my PC but no luck.  In fact, I shut down my computer every night so it has restarted several times and the problem persists.   I'm using 8.1.  They sent me a free edition of Windows 10 but I have not installed it so I don't think that's the problem.  Also I've had that for a while before the problem started.  Can you offer any other possible fixes? 

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hi.  I'm not a computer expert by any means and was afraid to try the fixes that were posted.  I ended up having good luck just doing system restore back to about a month ago, and then reversing it.  I don't know why it worked, but it did.  Good luck.

Kudos1 Stats

Re: Can't Sign in to Vault/Identity Safe

Hi  Judy W,

Assuming you are using the Identity Safe as part of a Norton product instead of the Stand Alone ID Safe,  please try the following in Internet Explorer:

Open the main page of your Norton product.  If already signed in, please sign out.  Close Norton, close Internet Explorer and open a new instance of Internet Explorer.  Click on "Vault is Closed" and then when prompted,  sign into your Norton Account.  The next prompt you should receive is to Login to your vault. 

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Marciamallow:

Hi.  I'm not a computer expert by any means and was afraid to try the fixes that were posted.  I ended up having good luck just doing system restore back to about a month ago, and then reversing it.  I don't know why it worked, but it did.  Good luck.

HI Marcimallow,

Interesting!  Let make make sure I understand correctly.

  • You did a system restore back to about a month ago.
  • After doing so you then used "Undo My Last Restoration" on the system restore menu - returning your system back to present day. 
  • Now everything is working fine.

Did you run LiveUpdate (rebooting if requested) until LiveUpdate responds with "no updates found"? 

Are you using Identity Safe within a Norton Product or the Stand Alone version?

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hi, Yank,

Thanks for posting.  I'm such an idiot -- I hadn't even run the LiveUpdate, and I was afraid that the Vault would no longer work after I did so.  So I ran LiveUpdate, restarted the computer, and the Vault still worked!!  Glory and Hallelujah!  I love the Vault and was going to go crazy without it.

I am using Identity Safe within the Norton Product "Norton Security with Backup."

Thanks,

Marciamallow

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Also, I had tried the fix that you had suggested for Judy:

"Hi  Judy W,

Assuming you are using the Identity Safe as part of a Norton product instead of the Stand Alone ID Safe,  please try the following in Internet Explorer:

Open the main page of your Norton product.  If already signed in, please sign out.  Close Norton, close Internet Explorer and open a new instance of Internet Explorer.  Click on "Vault is Closed" and then when prompted,  sign into your Norton Account.  The next prompt you should receive is to Login to your vault."

And that didn't work for me, so I must have had a different problem from her.  Thanks!!!

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hello JudyW

Have you tried turning off fast startup since you are using Window 8?

Please read this link for instructions.

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

I am using Win XP and have had no problems until recent. Currently using NIS 22.5.4.24. I recently was able to log into Identity Safe without problems. Recently I rebooted my desktop and now I no longer can login. I have logged into my account online no problem. I keep getting error "Cannot connect to the Norton Server" "Unable to connect the Norton server. Please try Again." I keep trying and still does not connect.

I have tried opening IE and signing in that way and get same issue. Tried logging in from the Norton software same issue. I have even rebooted and tried to log in, same issue. Tried logging off and in to my PC and trying it then same issue. At times I do get connected to the Norton server it asks for my Norton account password and type in correctly and it processes it and the reverts back to logging into my Norton account and get same server issue.

I did recently reset my Norton account password and I cannot log into my Identity safe. I can log into my Norton account online and my identity safe account online. I have tried pretty much everything I can think of other than uninstalling and reinstalling Norton to see if that fixes it. I can try resetting my Norton account password again and see if that does anything.

Beside uninstalling and reinstalling and or resetting my Norton account password I am not sure what else to do to get this to work. Thank you.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hi Frank J. NIce III,

Just to verify, did you use the exact sequence provided in the following:

"Open the main page of your Norton product.  If already signed in, please sign out.  Close Norton, close Internet Explorer and open a new instance of Internet Explorer.  Click on "Vault is Closed" and then when prompted,  sign into your Norton Account.  The next prompt you should receive is to Login to your vault."

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Ok, I had thought that I went through these steps before. I must have skipped the sign out bit because I thought I was already signed out because it was prompting me to sign in. When I looked again I realized my email address in the upper right hand corner and I wasn't sure if I had to click on that to sign out. When I did it asked if I wanted to sign out and I did.

I was then able to sign into my Norton account and then into Identity safe without problems. I didn't realize with my email address showing that it meant I was logged into my Norton account in the Norton Software. I will know that for next time. Thanks.

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Thanks for the feedback Frank J. Nice III - glad you got it sorted!

Kudos0

Re: Can't Sign in to Vault/Identity Safe

I had the same problem. I did the above step by step and it worked. I would like to add for some of us that just aren't super computer savy... When you open main page of Norton your email address will show as signed in. This is where you click on it to sign out. It took me awhile for that one. Did all the other steps and when I filled in my password for my Norton account and hit enter, it did take a FEW seconds for the vault sign in box to appear. Thank you to all. This had me frustrated beyond belief. 

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hello Monte

I'm glad that the workaround has worked for you. Thanks for giving us your feedback also.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

I am having same problem. I tried rebooting both ways: by restarting and shutting down and starting again. But the problem is still there. The problem started after upgrading Norton Security (Deluxe). Any other idea?

Kudos1 Stats

Re: Can't Sign in to Vault/Identity Safe

Hello MANJIT SANDHU

It sounds like you have Windows 10? Did you do an over the top install of Norton Security? What kind of Identity Safe did you have? If you had a local Safe, it may have changed to a online vault. You can try this. Please sign out of your Norton product by clicking on your email address and logging off. Then close Norton Security and then restart your computer. Open up Norton Security, sign into the program by clicking on the sign in on the upper right of the main page.. it will ask first for user name and password to your Norton Account and then your vault password. See if that will work.

https://support.norton.com/sp/en/us/norton-security/current/solutions/v5311238_ns_retail_en_us

Thanks

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hello floplot

The solution suggested by you really worked. Thanks a lot

Kudos0

Re: Can't Sign in to Vault/Identity Safe

Hello MANJIT

You are very welcome.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.

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