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Kudos0

FIDO key doesn't let you login on desktop app

My primary 2FA method is VIP Access App and secondary is FIDO keys. And still Norton desktop app doesn't let me login. I was getting error that it couldn't connect to norton server and then auto fix popup and showed me error 8510, 105. Contacted Norton Support, remote login, restarted PC, reinstalled Norton. Found no solution. I kept asking agents if it's because of FIDO keys? They said FIDO key is not the root cause of the issue. But just now I removed keys and now I can login on desktop app as well. Please implement the FIDO functionality properly and I couldn't understand my primary method is VIP Access App then why I couldn't login?

Replies

Kudos1 Stats

Re: FIDO key doesn't let you login on desktop app

Was the VIP app working correctly? 

You cannot just choose a secondary 2FA service to access your Norton Account. Norton has connected their accounts to the Symantec VIP service. That is the only service that can be used.

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

Re: FIDO key doesn't let you login on desktop app

Yes VIP app was working. I can login on browser. If FIDO key was my primary method then I could understand but it was secondary.

Kudos0

Re: FIDO key doesn't let you login on desktop app

I am far from understanding how the FIDO 2FA works, but it seems that a company you want to use it for, ie Norton, would have to have it set up on their servers. Norton already has VIP access, so they would probably not be setting up a second 2FA system.

Looking at the catalogue of companies supporting theFIDO 2FA, Norton is not on the list.   https://www.yubico.com/works-with-yubikey/catalog/

Please educate me if I am missing something.

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

Re: FIDO key doesn't let you login on desktop app

Please check attachment. Norton has already FIDO key. I can use it on browsers but desktop Norton software doesn't let me login. I do enter login details and then nothing. It doesn't ask me to approve the 2FA in any way. 

File Attachment: 
Kudos0

Re: FIDO key doesn't let you login on desktop app

Looks like there is some issue with the implementation of the FIDO keys in the VIP app. As that app is a Symantec product, you will have to try contacting Symantec support or the Symantec community.

Support      https://support.symantec.com

Community      https://www.symantec.com/connect/

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

Re: FIDO key doesn't let you login on desktop app

How this is problem with VIP app? VIP is primary method and FIDO is secondary. Both are independent. 

Kudos0

Re: FIDO key doesn't let you login on desktop app

Your image shows FIDO as an option in the list of VIP Authentication methods. So somehow it has been integrated into the VIP app. That is why I suggested it might be a problem with the VIP app.

I would also suggest contacting FIDO support to see if they can add something to your issue.

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

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