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Kudos0

I keep getting "Server error" when trying to access Vault

Starting yesterday, when clicking on the Norton Password Manager icon in Firefox,I am prompted to sign in to my Norton account. When I click on "sign in",  I get a message "Server error- we are trying to correct an error which is preventing us from completing this request" (or words to this effect). I tried using Norton chat and was repeatedly told that I needed to reinstall Norton Security in total or in part. Since there had been no changes to my software since the last time I successfully used Password Manager, this seems like a robotic response from the Norton chat folks.

Can anybody here help me with this? I have tried rebooting to no avail.

Replies

Kudos0

Re: I keep getting "Server error" when trying to access Vault

I cannot get past Norton account signin to get to vault signin within Chrome and IE also. Sometime I get server error as above. Other times after entering user name and password, window disappears back to vault saying sign in to account.

Kudos0

Re: I keep getting "Server error" when trying to access Vault

Have you checked the status of the Norton Password Manager server on the Norton Services Status page at https://status.norton.com/? All the Norton severs in my region (Western Canada) currently have a green / good status but if I scroll down to the Norton Notification Update section there is a message stating:

Jun 2, 2019, 7:28 AM Activation Services is currently experiencing problems, the Norton team is working on resolving them. Estimated time for fix is 1 hours

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security v22.15.2.22

Kudos0

Re: I keep getting "Server error" when trying to access Vault

drbruce
I have an open ase number with Norton support for my problem. They ran a remote session on my PC and are supposed to call me back in 24-48 hours to gie me an updated status. I am going to refer them to this post in the Password Manager forum to let them know that at least one other user is experiencing similar symptoms. The fact that you use using Chrome and IE instead of Firefox may help them identify the cause of the problem. Since I don't know your phone number, I can't have them cal you, but if you call Norton support or open a chat session, you can give them case number ######### and tell them you are having a similar issue.

Kudos0

Re: I keep getting "Server error" when trying to access Vault

Imacri, I see the same status for the Norton Notification Update, but it appears that the problem started a little earlier today. I have no idea what the purpose of the Norton Notification Update is, but my issue has been occurring for several days, so it would appear to be unrelated. But it could be pertinent to the other user who posted in this entry.

Kudos0

Re: I keep getting "Server error" when trying to access Vault

tngordo,

Thanks for your input. I am currently on a cruise with semi lousy internet service service and no phone service. I will have to wait until late June to accurately f/u on this. When and if they get your problem fixed, please let me know.

I'll plan on checking this forum whenever I can.

Bruce

NEW UPDATE.

While here in the forum, I was able to successfully open my vault. I was not able to do it even when signed into Norton this morning when I posted 1st message.

Maybe it's fixed??? We'll see.

Kudos2 Stats

Re: I keep getting "Server error" when trying to access Vault

Updating this thread to indicate that my issue has been resolved.

I eventually had a discussion with 2nd level Norton Support. They felt that something in my Firefox browser profile had become corrupted, and suggested that I uninstall and reinstall Firefox. Although I was reluctant, I did some research on the Mozilla forums that showed me how to backup and restore key Firefox profile files to get things like bookmarks, history, dictionaries, etc. So after backing up my profile, I followed the recommendation and uninstalled/reinstalled Firefox. It came up as expected looking like a vanilla  install including no add-ons, so I added the Norton Password Manager and clicked on Signin. It worked and after signing into my Norton Account I was taken to the prompt for my Vault and Password Manager began to fill in my passwords!

I then set about rebuilding Humpty Dumty by reinstalling all the other add-ons which I had been using and then (one by one) copying several files, including prefs.js from my backed up profile into the new Firefox profile. I now have a functional Password Manager and my old Firefox setup. 

One final point that I told 2nd level about is that in the process of backing up and restoring my Firefox profiles, I discovered that there are a couple of folders dealing with Firefox extensions and that within these folders are files for each extension, including Password Manager (actually named IDSAFE). I now suspect that it was one of these files that was corrupted, and that instead of uninstalling Firefox, I had merely shut it down and deleted the IDSAFE entries and then brought Firefox back up, those entries would have been rebuilt and the corrupted data wiped out. If anyone encounters a similar issue, please try this and update this thread with the results. I'm going to defer marking this as solved for now.