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Kudos0

Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Starting from about October 20, 2016, I am having issues getting my vault to populate my website login data.

I was told by Norton chat to use the deletion tool to remove Norton 360 and then reinstall it. It temporarily fixed the problem for 12 hours but no longer works after a LiveUpdate. I'm really getting pissed off now. We need an update for Identity Safe so our vaults will populate website login info, now!

This issue began after I was logged out of Norton 360 on Windows 10. I tried to log back in, but two-factor authentication was having problems  There was an issue completing the login process for Norton 360 on Windows 10. Even though I used the correct password for my Norton account and correct security code from VIP access without timing out I couldn't log in. I did not get an error message saying the credentials were wrong, it's just that the login process would not complete itself. It would revert back to the Norton account login screen. To confirm my passwords were correct for my Norton account I purposefully entered a wrong password. This time around It provided me with an error message saying the password was wrong. I don't understand why Norton was unable to complete the two-factor authentication without error. 

Nevertheless, after reinstalling Norton 360 on my laptop, I was able to gain access to my Norton 360 account on Windows 10, but my vault will not prefill website login data. This is true for all websites in my vault.

Running: Windows 10 OS Build14393.321

Chrome: 53.0.2785.143 m

Firefox: 49.0.2

Replies

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Applied Chrome update: Version 54.0.2840.71 m

Issue still exists.

Accepted Solution
Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

When I uninstalled Norton 360, Norton Internet Security extension for Chrome remained installed. However, Identity Safe extension for Chrome was removed. All I needed to do was uninstall the Norton Internet Security extension and reinstall it and further install the Identity Safe extension.

SOLVED

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

I wish this had worked for me. 

I "disabled" and "deleted" all Norton Extensions in Chrome.  I then closed the browser. When I re-opened it Norton was kind enough to tell me that I didn't have all the Extensions installed/enabled. I then added them back in.  Same issue.

The Identity Safe is there however, it is grayed out.  When I click on it - it tells me to "enable the extension".  I have triple checked - it is enabled.

There are several people on this forum with this issue. I wish Norton team would get on this one.  I'm really stuck.

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Here are screen shots of my experience

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Let me try the images again...

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

> if you're asking why safe Icon is grey....that Icon is always grey.  Icons (including safe Icon) after Omnibox are mirror of enabled extensions.  Suspect grey Icon because, no left click window (left & right click = same menu).   Color Icons offer left click dialog/window and right click menu.

Kudos1 Stats

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

I had similar problems over the last two weeks with lack of autofill on chrome 54.0.2840.71 64 bit.

I tried uninstall, reinstall etc. had to use IE11 which works (but I hate it!). Went on to Norton Chat and the guy worked for over an hour trying to get to the bottom of the issue with no luck and said he'd have to pass this on for further investigation. Did a bit more searching and tried installing a couple of old versions but on every occasion all I was presented with was a blank white google chrome page which did nothing. As IE11 was doing my head in - I went through the process of clearing out any chrome browser bits and then did an AdWare clean, Junk Removal clean Malwarebytes clean reboot and then tried a fresh 54.0.2840.71 load again and voila autofill works and has for the last couple of days (perhaps I shouldn't have announced that!). Both AdWare and Junk Removal did find files to get shot of but Malwarebytes did not find any infections.

Apologies for the diatribe but I have absolutely no idea why this worked and wouldn't bank on it happening again.

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

The Vault is not detected and does not autofill in Firefox 53, whereas the Vault does autofill with Internet Explorer 11.

The Norton Security Toolbar and Norton Identity Safe are both enabled in the Add-Ons in Firefox, and I have the Identity Safe icon appearing in the toolbar along with Home, Pocket, etc. But when I click on it, it says your Vault is Locked, and it gives the option to open the Vault. When I click on Open Vault, it says No Vault Detected.

The phone support did not help me and wanted remote access to my computer which I would not allow.

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

There are ongoing issues with ID Safe servers at the moment. There is nothing on your end you can do.

Just keep an eye on the forum for news of a fix.

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

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Hi Everyone

I had similar problems to those descibed - to cut a long story short, I went on "Chat" and the agent fixed it by asking me to convert to"Cloud" rather than "Stay Local".

Norton seems to have put some changes in to the Log-in process so maybe that's caused it - anyway no issues with this since so SOLVED for me at present.

Windows 10

Firefox 51.0.1 (64 bit)

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Looking at the boards I'm beginning to feel as if anything that Norton offers that you didn't buy... should basically be considered a Beta Program with us as the guinea pigs.  I tried this ID safe. The whole one click thing sounded very appealing to me. After adding all my websites and passwords in a grueling trial and error thing I now refer to as "torture", I found that - nothing happened -. nothing worked ... but Norton did get me to waste a few more hours. So I write my passwords for all my favorite websites on a notepad (paper) and tape it to the back of my laptop now,

WORKS EVERY TIME.

Kudos0

Re: Identity Safe Doesn't (Will Not / Does Not) Prefill in Chrome or Firefox

Roysue9:

Hi Everyone

I had similar problems to those descibed - to cut a long story short, I went on "Chat" and the agent fixed it by asking me to convert to"Cloud" rather than "Stay Local".

Norton seems to have put some changes in to the Log-in process so maybe that's caused it - anyway no issues with this since so SOLVED for me at present.

Windows 10

Firefox 51.0.1 (64 bit)

I can see why Support suggested that to you. FF only works with a cloud vault. Although I might have suggested a different method to get FF extension working.

Converting to cloud is one way to get the FF extension working, but you lose the local vault. The local vault is a huge asset as you may see from other posts in the forums where users have been having difficulty accessing their cloud vaults.

The good news is that as you had a local vault, there is a way to get it back so you can use it in Chrome or IE browsers. As long as you have had a local vault at some time 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    If you use this technique, you will be able to maintain a local AND a cloud vault. There are many of us here that have both vaults working.

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

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