• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Idenetity Safe

Ever since I upgraded to version 20.2.0.19 with Norton 360 I have had problems with the "Identity Safe." When I try to use the log in vault, it freezes Internet Explorer 9, Google Chrome and dose the same thing on my laptop using Internet Explorer 8.

I have found that disabling the "Norton Toolbar, Norton Identity Protection, and Norton Vulnerability Protection in both the desktop and laptop Windows Explorer works just fine.

Of course the Norton Vault does not work.

I have reloaded Norton 360 three times using Norton's reload program and it still does the same thing.

Replies

Kudos0

Re: Idenetity Safe

Ever since I upgraded to version 20.2.0.19 with Norton 360 I have had problems with the "Identity Safe." When I try to use the log in vault, it freezes Internet Explorer 9, Google Chrome and dose the same thing on my laptop using Internet Explorer 8.

I have found that disabling the "Norton Toolbar, Norton Identity Protection, and Norton Vulnerability Protection in both the desktop and laptop Windows Explorer works just fine.

Of course the Norton Vault does not work.

I have reloaded Norton 360 three times using Norton's reload program and it still does the same thing.

Kudos0

Re: Idenetity Safe

Hi! Have you tried logging into the vault from the program instead of the toolbar, then opening your browser of choice? Just a thought...might help, can't hurt.

Kudos0

Re: Idenetity Safe

I went in to the program and logged into the identity safe, and then to IE-9 to enable Norton Toolbar and Norton Identity Protection. I left Norton Vulnerability Protection diabled.

Restarted IE-9 and went to North's toolbar and opened a link to msn.com. At first it froze IE-9 and a bar on the bottom stating msn.com is recovering, it did recover logging in to my msn account. Before it would not do that much. Of course it should not have done that. So their is still something wrong. I would think after 3 reinstalls it would have fixed it. Due to the lack of support from Norton I may be stuck with this.

Thanks for you help.

Kudos1 Stats

Re: Idenetity Safe

Just to let you know that after the second use of logins I keep getting that IE-9 is "Recover web page". Every time it tries to recover the web page it acts like it's searching the hard drive for a short time.

Sure liked the older version better.

Kudos0

Re: Idenetity Safe

Hi Bob46,

Plese tell us what you are calling the "Norton's reload program".

Are your referring to the Norton Remove and Reinstall Tool  or the Norton Removal Tool?   I am asking as if the Remove and Reinstall tool does not correct the situation, you may be able to correct it using the Removal Tool.  The remove and reinstall tool automatically removes you norton product and reinstalls the most current one available on the Norton Server.  With the Norton Removal Tool, you need to Export your ID Safe data, insure you have your product key available, uninstall your Norton product via the Contrrol Panel, reboot, run the Removal Tool, reboot, then get a fresh install of N 360 v 20.2.0.19 from one of these downloads (selecting the one you have a key for:

N360 Standard - www.norton.com/n360s_20
 
N360 Premier - www.norton.com/n360p_20

Please let us know which "reload program" you used.

Kudos0

Re: Idenetity Safe

I used the Remove and Reinstall tool.

I will try the remove tool and see if that corrects things. Will post what happens.

Thank you.

Kudos0

Re: Idenetity Safe

I used the Norton Removal Tool. After reinstalling it did work for about three different logins. It was slow doing it and then I started getting the "Recover Web Page" more and more times from IE-9 trying to use the auto login from Norton.

After disabling the Norton Toolbar in IE-9 and reloading, EI-9 works just fine with out Norton Toolbar.

I'm running windows 7 upgrade from W-xp on the desktop and Win7 upgrade from Vista on the laptop. Their has been no changes on either computers except for Norton 360 update V.20.2.0.19.

Any more ideas?

Thank you.

Kudos0

Re: Idenetity Safe

Are you using an Online or a Local Vault?

Reloaded IE9 means what?  Did you remove it, let IE8 download and install and see if things work with IE8?  If so then you could reinstall IE9 and see if it works after the reinstall of IE9. 

I'm going to be gone for some real-life activites here shortly, so maybe someone else can pick up.  I will not be available again until later this evening.  About 5 hours from now.

Kudos0

Re: Idenetity Safe

There is a bar that comes up on the bottom stating internet explorer is restarting the web page. I get this because I use the safe to login to an account.

Enabling and running the Norton Tool Bar and Identity Safe in Internet Explorer is the only time I get that, and after 4 - 5 tries at logging in to an account it just gets slower at doing it and then just locks up Internet Explorer. As I have said before This only started when I upgraded to Norton 360's V. 20.2.0.19.

I did try and reset the settings in Identity Safe Setup, but it only wants me to create a new one. So I have no idea if its set to local or Internet.

Again thanks for the help

Bob

Kudos1 Stats

Re: Idenetity Safe

I am also having a problem with logging into the Vault on my new laptop.  I just installed Norton 360 2013 on 11/23/12 and haven't been able to log into the Identity Safe Vault from the Norton 360 program, nor from the Vault button on my Norton toolbar in IE.  I contacted Norton Live Chat and had a rep try to determine the problem - she remotely controlled my laptop.  After 4 hours of her trying to fix the problem - she finally uninstalled and reinstalled Norton 360 - I still wasn't able to login to the Vault.  She also had me try to log in using Chrome instead of IE, but it didn't work either. She then said she was going to "escalate" the problem and that someone from Symantec tech support would call me within the next few days.  I haven't received any communication from them as of today!  I also contacted the Geek Squad  (Best Buy) to have them look at my laptop to see if there might be something wrong.  The Agent checked out everything and had me try to log into the Vault both ways as described above, but I kept getting "Internal Server Error - try again later".  The Geek Squad guy said he checked Norton's website to see if this problem came up on discussion boards, and he said it had and that he thought Norton must be working on the problem since the server must be having problems.  Anyway, I can't log it to my vault from my laptop, nor from my desktop PC, which is running Norton 360 2012.  This is really annoying, to say the least. I've wasted a week of my subscription (at least for the Identity Safe piece) already.  Any ideas?

Kudos0

Re: Idenetity Safe

Sorry to hear you are having the same problem. I too have been getting nowhere with this. I fail to see why I should have to pay Norton to fix their software. I guess I can live without the Safe Vault, but when my subscription end it’s good by Norton. Thanks for informing me of your situation with Norton.

Kudos0

Re: Idenetity Safe

I'm having the same problem a few weeks ago. And that would expose my computer to remote assistance, if the problem would not be solved? I gave up looking at this problem. I know it's frustrating to have a toolbar with a safe that does not work. I do not know if Symantec will fix the problem and then decided to install LastPass.

LastPass is working perfectly.

Kudos0

Re: Idenetity Safe


Bob46 wrote:

Ever since I upgraded to version 20.2.0.19 with Norton 360 I have had problems with the "Identity Safe." When I try to use the log in vault, it freezes Internet Explorer 9, Google Chrome and dose the same thing on my laptop using Internet Explorer 8.

I have found that disabling the "Norton Toolbar, Norton Identity Protection, and Norton Vulnerability Protection in both the desktop and laptop Windows Explorer works just fine.

Of course the Norton Vault does not work.

I have reloaded Norton 360 three times using Norton's reload program and it still does the same thing.


This should fix the issue with Chrome for now:

1) Open Chrome and type "about:plugins" in the address bar.

2) When the plugins page opens, click Details in the upper right side of the page.

3) Near the top of the page will be 2 files for Adobe Flash Player.

4) Find the file with the location that ends in Pepper Flash or pepflashplayer.dll.

5) Click Disable for this file and restart the Chrome browser.

6) Go to: get.adobe.com/flashplayer/ and download the latest version of Flash Player.

7) Once it installs, restart Chrome.

Try a few websites where Chrome would freeze and see if the problem is now solved.

Corey
Kudos1 Stats

Re: Idenetity Safe

This is going to sound like a broken record but the NIS/360 2013 online vault is NOT going to work no matter how many uninstalls and reinstalls you do. The only solution that offers a real and permanent fix is to revert to the 2012 version and stick with its local vault.

Norton has been aware of this problem for the second half of 2012, yet is unresponsive to beta testers and customers alike who are experiencing the same issues with IDS whether it is through NIS, 360, or the IDS standalone app. Neither the computer brand or OS version (Windows) makes a difference. The online vault simply does not function as it should.

Save yourself a lot of frustration. Go with the local vault option, export it to a safe location, and import it via USB drive or email to your other computers. Once you do so, you can upgrade to the 2013 version of Norton you use. The local vault option will remain intact just like it has on the laptop I'm using to post this message.

John E. Windows 10 Pro x64 Build 14393.321 on Lenovo ThinkPad E535 & HP Pavilion 6610F
Kudos0

Re: Idenetity Safe

You could also try these steps:
1. Export your logins to either a CSV or DAT
2. Delete your vault
3. Create a new vault with the same email and password
4. Import your logins and see if your browser functions properly

Kudos0

Re: Idenetity Safe

I have been in contact with two of Norton's online chat personal about the Norton 306 vault. Since the last update, the vault has been a pain in the butt to use. Just to open the vault can take 30 seconds to 3 min to open, and then the same amount of time to log into an account. It will even lock up IE-8 & 9, Chrome and Firefox's web pages. The first person took control on my computer, reinstalled Norton 360, and cleaned a couple of things in the registry. I did work faster for a few days then back to acting up. It just keeps getting worse. The second personal too took control of my computer, but found nothing wrong and advised that I should defrag the hard drive. I ask why I have the same problem on my desktop and laptop. No real answer then, plus it is still doing the same problems. I'm sure Norton knows they have a problem but do not know how to fix it. Never had any problems with Norton until the last update. In case, they are interested it is Case ID: 06173425 and 06173425.

Bob46

This thread is closed from further comment. Please visit the forum to start a new thread.