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Kudos0

Identity Safe not opening

A few weeks ago, Norton made some change that told me that I had switched off Auto Protect on Norton 360, which was not something I had done. My copy of Norton 360 has continuously been in use for many years. On accessing the forums I found that a number of other users also had the issue. I had wasted a significant amount of time and effort following instructions on how to fix the issue, including downloading a new copy of the software. Doing this closed access to the Identity Safe, asking if I want to create a new one, losing all existing logins. I gave up in disgust ,as the identity safe was also made non-available a few years ago which some days later, magically fixed itself with no explanation. The same thing happened here, with the Auto Protect failure also fixed, with no further intervention on my part. Yesterday, again it was no longer possible to open the identity safe although the Auto Protect feature was unaffected. The recommended fix does not work and I still have no access to the safe, except now I cannot see the Safe Login Server. Someone at Norton needs to start testing changes thoroughly before releasing them on their customers. I spent 45 years with suppliers of both hardware and software products so have some background of note with these changes and would suggest that Symantec lifted their game. In the meantime I will wait for everything to start working again.

File Attachment: 

Replies

Kudos0

Re: Identity Safe not opening

Hi @WildBoy49,

Sorry for the inconvenience caused. I have sent you a message via forums requesting more details. Please check it when you get a chance. Thanks. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Identity Safe not opening

Hi Sunil_GA, May be going senile but can't find your message apart from this one. I haven't had a huge of amount of experience with these particular forums, so maybe just something I'm missing. Info I meant to include on the thread was: Windows 8, IE11, on mobile laptop platform in Northern Australia. N360 is up-to-date.

Kudos0

Re: Identity Safe not opening

I have the same problem. No Norton toolbar in chrome. Everything is greyed out,. Tried all the fixes. nothing helps. This is very frustrating. Still works in Internet Explorer but I wont use that. Had this same problem a while back with Firefox. Gave up and started using Chrome. Norton is up to date. Windows 7 Pro.  

Kudos0

Re: Identity Safe not opening

Sunil, refer attached file for management screen. Colin Lacey

[Admin Edit: Removed attachment with email address]

Kudos0

Re: Identity Safe not opening

Hi @WildBoy49,

Could you please try login into Norton Account again from Norton main screen with valid credentials and let us know the status? Also, please check if you are able to login from web portal Norton Account : manage.norton.com and Norton Identity Safe account https://identitysafe.norton.com. Thanks 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Identity Safe not opening

Hi Sunil_GA,

Norton Account;Manager;//:identitysafe.Norton.com all successful valid logins. Vault still unable to login.

Kudos0

Re: Identity Safe not opening

Sunil_GA

Toolbar Vault and Open images attached before getting unable to contact server messages.

Kudos0

Re: Identity Safe not opening

I just tried to log in with both IE and Chrome. Both allow me to log into Identity Safe but fail to log into vault. I just see an Error message as shown below.

Error!

An unexpected error has occurred. Please try again, if the error persists please contact customer support.

Kudos0

Re: Identity Safe not opening

@Sunil_GA. Attached confirm & reset snips as per secured message.

[Admin Edit: Removed attachments]

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