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Kudos0

Data in ID Vault not showing in ID Safe Cloud

Hello Everyone,  I NEED YOUR HELP!! 

First, let me give you all the specs that are usually asked for.   I run a Windows 10 PC; I use Internet Explorer 11.  I chose Norton because a Major Telecom company I used to work for uses Norton and I trust their IT people.   I have used some form of Norton Security for years, but currently run Norton Security Suite that is provided by my Comcast/ xfinity provider.  I have used the Norton Identity Safe for years with the understanding that it was locally tied to my PC. The Norton toolbar with Safe Search and Vault has always worked well. Up until now I have only had 1 user login (which my family shared). 

I recently discovered that Norton ID Safe now worked off a Cloud, which would allow me to take my logins with me on my iPhone.  Also, I intend to set up separate user logins for my family, each with separate vaults...  So, I set it up on my PC, used my Norton login to set up Norton Identity Safe, and AMAZINGLY everything worked.  My local Vault (I think that's what its called) showed 200+ total logins/passwords when I looked at it through Norton Security Suite, the toolbar, and the new CLOUD.  I did not realize at the time that the Vault was 1 vault (not 2) and was in the cloud.  You have to admit it looks like 2 vaults that sync.   Being very proud of my none technical self, I decided to go through the (local vault?) and clean out the crap before I exported it.  Then I planned to set up the family logins, each with a new Norton Login, so I could import what each person needed. 

This is when everything went to crap!!

I removed roughly 50 old logins from my (local) vault leaving 156.  I then logged in to the Norton ID Safe cloud AND EVERY LOGIN WAS GONE. ?!?

Over the last few days I have spent a total of at least 8 hours on the phone with Norton Technical Support.  I have worked with Tier 1, Tier 2, and Tier 3 support reps.  Using log me in, we have rebooted the PC, updated live update, logged in/out of the cloud and the vault, backed up the 156 logins, completely deleted ALL Norton products and reinstalled them, imported back the data to the vault (which I now understand is only 1 not 2), and the Tier 3 rep made some changes to files way beyond my understanding (registry or something in the coding).  --- ALL OF THESE STEPS HAVE BEEN DONE MULTIPLE TIMES WITH NO SUCCESS. 

My vault still shows all 156 logins and the cloud shows ZERO.   I would even at this point input each login individually; but if I did, how would I know it would stay together if I don't know what is causing this.  I called in again to support today and they wanted to do ALL this again even though their notes say it did not work, in order to get me to tier 3.  No word on if there is a tier 4...

And so I turn to you, My Genus Community-- Does anyone have any ideas what to do when everything has been done correctly and it still does not sync??  is there a mystery setting I have wrong that Norton is unaware of? 

Help me, Obi-Wan Kenobi, your my only hope!!

Robert Fear

ps -- quotes from www.despair.com  these always make me feel better...

Perseverance = The courage to ignore the obvious wisdom of turning back. 

Consistency = It's only a virtue if you're not a screw-up.

Replies

Kudos0

Re: Data in ID Vault not showing in ID Safe Cloud

Hello Robert Fear,

I may be able to assist you, however I have some very important real-life things I have to do today!  The wife has decided we are going shopping @ Keesler AFB (about 1 1/2 hours down the road), so just a quick response until I can provide a more in depth answer later (late afternoon or tonight).

There is no sync function between the Comcast Norton Security Suite Local Vault and the Online (cloud) Vault.  I have both a Local and a Cloud Vault on the system I use NSS on do not bother to keep them the same as the only way is to do an Export of each and then Import into the other - and they will only be the same until you change one of them - no sync between them.

The Local Vault is tied to a Windows User Account, while the Online vault is tied to a Norton Account, which BTW is not used for NSS license/activation tracking.  Short story is you will need to set up a Norton Account (email address and password) for each of the users' Online Vault and then populate or Import that user's logins info.  With the Local Vault each Windows User on a system can set up their own Local Vault.

Hopefully this info will get you started thinking clearer in regards to what is happening. Feel free to come back with any questions you may have and I'll pick up on them as well when I return later today.  Sorry I couldn't help more now, but the "boss has spoken." 

Kudos0

Re: Data in ID Vault not showing in ID Safe Cloud

Hi Roger,

I am back and available for a short period of time, however, since nothing was added I will await your reply and we can go from there.

Kudos0

Re: Data in ID Vault not showing in ID Safe Cloud

Hi Yank,

Thanks for the reply.  Hope you had fun at the PX; After 23 years in the Air Force, did you need to go stock up on MREs?  or is the USPS using Camo now?  ha ha.    But seriously, thank you for your life of service. 

OK, back to the issue.  As you said, your message has gotten me "started thinking clearer" in some ways.  But I remain confused in many others.  You have confirmed for me that each user login to my PC will need a Norton login.  Kind of like you can't do ANYTHING in Apple or Microsoft without a login to start from.  I have already created the Norton logins for my family so they are ready to go.  But I don't want to set them up with imported info to their own vaults until I figure out what went wrong with mine. 

Your explanation of having 2 vaults (which may very well be correct) unfortunately is the EXACT opposite of what all of the Norton Support reps have told me.   According to them--

1)  There is only 1 Actual vault.  It is what I think we are referring to as the Local Vault that came with NSS.  They also state that a vault being set up from NSS is essential for the cloud to work.  hum...   So not sure about the claim that Norton Identity Safe is a Stand-Alone Free Product?!?

2)  A while back ??, Norton says that they changed the Norton Identity Safe to sync this 1 Vault to a Cloud. This was supposed to be based on the email that your Norton login was set up with.  Then, using https://identitysafe.norton.com/ everyone should be able to access their vault info (copied to the cloud) from any secure browser.   And Apple now has "an app for that". 

3)  If all this is correct, then any changes to either the vault or the cloud would update the other.  As I mentioned above, when I originally set up the cloud, my 200+ logins were in both places. I DID NOT have to import them to the cloud.

Not believing that it would actually sync WITHOUT A SYNC BUTTON/FEATURE SHOWING, I did a small test.  I made a minor change to my vault, then opened up the cloud to check AND THE CHANGE WAS IN BOTH PLACES.  Hallelujah.   It seemed to work as designed, Until I made the 50+ deletions to the vault.  That was too much for the cloud and it dumped everything. 

And going through 3 tiers of troubleshooting starting over from scratch, with multiple reinstalls of NSS, Vault, ID safe/cloud-- has done nothing to fix all this.  I would have thought that if I crashed the system, resetting everything up should have worked.

So, either you and I were correct about 2 vaults, in which I'm not sure how to use only the cloud and what to do with the local.   OR  

they are correct, but their software does not work reliably.

I'm normally fairly humble (monopoly games aside); I do not mind being wrong.  But none of this makes sense. 

Robert Fear

Kudos0

Re: Data in ID Vault not showing in ID Safe Cloud

Hi Robert,

I'm going to take the liberty of adding comments within your quoted post for ease of reading:

rgfear:

Hi Yank,

Thanks for the reply.  Hope you had fun at the PX; After 23 years in the Air Force, did you need to go stock up on MREs?  or is the USPS using Camo now?  ha ha.    But seriously, thank you for your life of service. 

No MRE's, but the meat and diary items, as well as most canned goods are cheaper on Base and even with the cost of gas - saves us money - plus it is hard to break old habits - shopping on base for 23 1/2 years active duty and for 30 years as a retiree.

OK, back to the issue.  As you said, your message has gotten me "started thinking clearer" in some ways.  But I remain confused in many others.  You have confirmed for me that each user login to my PC will need a Norton login. 

Let me stop you right there in an effort for us to be talking the same language - a Norton login is the login needed to sign into a Norton Account.  A Norton Account is required for each user to have their own cloud vault.  Whereas with a Local Vault there is no Norton Account necessary, but each user must have their own Windows User account - to which their Local Vault is tied.  Hope that's clearer.

Let me also add the procedure to sign into a cloud vault is: Sign into a Norton Account, enter password for that account and then sign into the Cloud Vault.

To sign into the Local Account, you need only to login with your Local Account while on your Windows user account. 

Kind of like you can't do ANYTHING in Apple or Microsoft without a login to start from.  I have already created the Norton logins for my family so they are ready to go.  But I don't want to set them up with imported info to their own vaults until I figure out what went wrong with mine. 

Once again - are you referring to separate Norton Accounts or separate Windows User accounts?  I know this can be confusing, but I need you to understand the difference and make sure I am referring to the same thing as you think I am.

Your explanation of having 2 vaults (which may very well be correct) unfortunately is the EXACT opposite of what all of the Norton Support reps have told me.  

I do not doubt that one bit, most of the Norton Reps are not familiar with Comcast's version of Norton, nor have most of them been working there long enough to remember when the Local Vault was an option on all of Norton's products.  I do not mean to knock the Norton reps, but did you notice that all of them went through the same steps, asking the same questions?  That is because they are actually working from a script and once you ask questions outside of the script, it may exceed their experience/knowledge level - thus different levels of support.

According to them--

1)  There is only 1 Actual vault.  It is what I think we are referring to as the Local Vault that came with NSS.  They also state that a vault being set up from NSS is essential for the cloud to work.  hum...   So not sure about the claim that Norton Identity Safe is a Stand-Alone Free Product?!?

In a sense that is true - one actual vault - one cloud vault for each Norton Account and one Local Vault for each Windows User.  The two are separate and never will they sync - unless you do the export/import from one to the other manually every time you make a change to one of them.

There was a Stand Alone Cloud Vault (free - did not even need Norton installed to use it) - but that is no longer available for download - but if you have it you can use it at your own risk - but is not updateable -so it is not the most secure vault one can use.

In order to save some time while on the subject, have a look in Control Panel > Programs and Features and see if there is a "Norton Identity Safe" listed as installed.  If so that might be where your Cloud Vault is coming from - just let me know if it is present and we'll go from there in the next exchange.

2)  A while back ??, Norton says that they changed the Norton Identity Safe to sync this 1 Vault to a Cloud. This was supposed to be based on the email that your Norton login was set up with.  Then, using https://identitysafe.norton.com/ everyone should be able to access their vault info (copied to the cloud) from any secure browser.   And Apple now has "an app for that". 

That sounds correct in that they did away with the Local Vault on the Norton Retail Products - but not with NSS and some other ISP provided Norton products.  Norton retail no longer have the option of a Local Vault and it is very difficult to try to obtain a ocal Vault on a retail product - thus NSS is unique.  In that regards it was a one time sync from Local to Cloud and once synced, the Local Vault was removed.   3)  Ifo all this is correct, then any changes to either the vault or the cloud would update the other.  As I mentioned above, when I originally set up the cloud, my 200+ logins were in both places. I DID NOT have to import them to the cloud.

I can't explain that unless a reboot was needed to change one of the vaults.

Not believing that it would actually sync WITHOUT A SYNC BUTTON/FEATURE SHOWING, I did a small test.  I made a minor change to my vault, then opened up the cloud to check AND THE CHANGE WAS IN BOTH PLACES.  Hallelujah.   It seemed to work as designed, Until I made the 50+ deletions to the vault.  That was too much for the cloud and it dumped everything. 

Without getting in too deeply, there has been many changes to Identity Safe and the Norton Toolbar over the past 2 years.  Some browsers do not even use a toolbar anymore and they are limited in what they can do to edit the log-ins.  Firefox and Edge auto sync their vaults with the cloud vault every time the they are opened - but that's another story.

And going through 3 tiers of troubleshooting starting over from scratch, with multiple reinstalls of NSS, Vault, ID safe/cloud-- has done nothing to fix all this.  I would have thought that if I crashed the system, resetting everything up should have worked.

I think I mentioned about the script readers before and their lack of knowledge about NSS. Nuf said about that.

So, either you and I were correct about 2 vaults, in which I'm not sure how to use only the cloud and what to do with the local.   OR  

they are correct, but their software does not work reliably.

I do believe their software works as it should - but they do not understand how NSS works.

I'm normally fairly humble (monopoly games aside); I do not mind being wrong.  But none of this makes sense. 

Robert Fear

 I'm going to ask you to go to your Identity Safe Settings > Security Tab > and see if you have an option to Automatically open  ID Safe when Windows Starts (it will be the first option).  Please let me know the answer as that will help me with the trouble shooting.  FWIW - that option is not available with a Cloud Vault.

Take you time a digest what I have said, I am off to start the Weber for supper.  Have a great Thanksgiving if we don't tie back up before then.
 

Kudos0

Re: Data in ID Vault not showing in ID Safe Cloud

@rgfear

Just checking to see if any of the info helped.  

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