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Kudos0

Identity Safe no longer working with Microsoft Edge

Hi there.  On Saturday there was a Windows Update at some point, and since then my Identity Safe won't work with Microsoft Edge.  When I use the icon to log in, it asks for my main Norton password (not the Vault password as it normally would), then whirrs a bit (whilst it's redirecting - it now says to Norton Cloud which I don't remember before but that may just be my faulty memory!) and returns to the main browser page and flashes up a box saying something went wrong with Identity Safe. The toolbar element is working as I can see the green Symantec bit when I access a website.  I try to go to Support using the help button on the Identity Safe login page and I get 502, bad gateway.  I'm not very tech savvy, so this is very annoying.  I can thankfully get to my vault by using the Norton Icon, at the bottom, in my hidden icons bit (I'm using Windows 10 on an Acer laptop by the way), but obviously I have to keep copying and pasting passwords from it, which isn't what I want!  The vault was working fine before.  I can't go back because I don't seem to have restore points set, so I'm a little stuck.  Hopefully someone out there can give me some advice in easy to understand language!  Otherwise I'll be calling someone in. I have run a diagnostic on the rest of Norton, and it's running fine.  All help would be much appreciated.  Thank you!

Replies

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Hello Caro. Remove the extension from Edge and reboot the computer. Once done reinstall the extension and enable it. It will first ask you to log into your Norton account then ask for your password to open your vault. Just an FYI, IE is the only browser still supporting local vault. All other supported browsers vault is now in the cloud.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Identity Safe no longer working with Microsoft Edge

I've just given it a go and the problem is still there.  This is very frustrating!  Thanks for trying to help though.

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Elementary questions for you, hopefully not taken offensively. You are logged in under an admin account on Windows 10? Chrome set as your default browser as well? Log completely out of your Norton account through the dashboard and reboot. Then try opening the vault ONLY in Chrome through the extension.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Nothing is too elementary for me and certainly not taken offensively.  Just really glad of the help.  Yes, I'm the administrator but I don't have Chrome as well.  I switched to Edge and left it at that.  Should I have both?  I'm thinking I should now.  I'll try what you suggest and get back to you.  Many thanks for the assistance SoulAsylum.

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Thanks a million SoulAsylum.  Still doesn't work with Microsoft Edge, but it does work with Chrome, so that's what I'll use from now on.  Next time I get my IT person in, I'll get them to look at it as they like a puzzle!  I can't thank you enough, SoulAsylum.  I think I'm going to like Chrome!  Best wishes.

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

You're most welcome. Always glad to assist. I don't have Edge or Chrome set as default on my system but the extension works well for me.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Identity Safe no longer working with Microsoft Edge

Hello @Caro Warwickshire : what Edge version are you running?  If you haven't done so already, please be sure your Win10 version is 1703 (Creators Update) or higher - there were some earlier versions of Edge that had issues or missing functionality for what the IDSafe extension needs to work correctly.

Regards,
Matt Powers
Symantec Corp.

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Hello

Today's Announcement about the Firefox new extension that just came out has a note in the Announcement that says there will be new extensions for Edge and Chrome also. Please see this Blog for further information and also check out the  FAQ that is mentioned in the Blog. You may want to save that link once you have read it.

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe no longer working with Microsoft Edge

If Caro isn't on the Creators Update as a minimum as MJP posted that is the issue. Another note is an SDS update failed for me today then completed once I noticed it. It was rather large at 63 mb. These links may be of assistance as well with the Edge issue :

https://community.norton.com/en/blogs/product-update-announcements/announcing-norton-identity-safe-53-update

https://community.norton.com/en/blogs/product-update-announcements/new-norton-identity-safe-website *There is no need for an extension using this site per the article.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Hello Soul

I forgot to add in the link in my last post.

https://community.norton.com/en/blogs/product-update-announcements/announcing-norton-identity-safe-53-update

I see that you added it into your post.

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Thanks for your message Matt, it's version 1709.  Kind regards Caro

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

Thanks floplot.  I'll look into this.  Many thanks.  Caro

Kudos0

Re: Identity Safe no longer working with Microsoft Edge

@Caro Warwickshire: we have observed some Edge behavior like you describe for people using particular VPN connections for their internet service.  Do you know if you have any special way you are connecting to the internet?

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