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Kudos0

Identity safe not working with chrome

Started out by getting an "unsafe website" message when accessing my Norton account.  Got into some stuff about  the chrome cleanup tool, and ran it.  I now have all the Norton extensions installed and enabled, but the ID safe icon always stays gray, there is no ID safe box on the Norton toolbar, and each time I try to click on anything to do with ID safe I'm asked to input my vault password.  In the Norton Security app, it always says the toolbar is not configured, but all extensions are installed and enabled.  What have I screwed up?

Replies

Kudos0

Re: Identity safe not working with chrome

Hello

Please see if this will help you.

https://support.norton.com/sp/en/us/home/current/solutions/v117744069_ns_retail_en_us

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity safe not working with chrome

I now have all the Norton extensions installed and enabled, but the ID safe icon always stays gray, there is no ID safe box on the Norton toolbar, and each time I try to click on anything to do with ID safe I'm asked to input my vault password.

What you are seeing is all normal for the current Norton Extensions. If you did a Chrome cleanup, I take it all extensions are removed. When you add the extensions back, the ID Safe extension no longer works with the Norton Toolbar. You need the older Norton ID Safe extension version 1.05 to have the Toolbar access. That is no longer available. The new version is 5.2.1.2.

The icon you see at the right of the Chrome address bar is always grey. And every time you close Chrome, you will have to sign into the vault again. This is done as a security measure to help protect your online vault. Many users have complained about this 'feature' and have suggested that Norton give more control over the vault log out time.

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

Re: Identity safe not working with chrome

OK, I kinda figured that out after huntin and peckin for a while.  But, I still seem to have the problem that got me into the situation - whenever I try to access my Norton account I get a "privacy error".  That's why I did the chrome reset in the first place.

All other websites that I've accessed lately don't result in that issue.  Are there changes in the Norton web site that would cause it to react this way?  If so, is there a workaround?

Thanks for your help.

Kudos0

Re: Identity safe not working with chrome

Can you access the site with another browser?

What extensions do you have installed in Chrome?

Can you post a screenshot of the message you see when trying to access the Norton Account? Mask any personal information.  

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

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

Re: Identity safe not working with chrome

Edge also gets me an unsafe website indication, but I've never used it much and don't have much confidence in using it.

Extensions are:  High Contrast, Norton Protection, Ad Block, Norton Safe Search, and ID safe.

Another thing that's interesting is that in the Norton Security app page always shows Norton toolbar needing to be configured, but all the extensions are there and enabled.  Following is a pic of the app

Kudos0

Re: Identity safe not working with chrome

Hello

Are you using a Windows Administrative Account when trying to access your Norton account? Do you have Fast Startup disabled?

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity safe not working with chrome

Are you using Norton ConnectSafe? If so, which level of protection are you using? 

I see this message for some sites that are blocked by the ConnectSafe filtering. Not sure why it would block Norton's own site???  

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

Re: Identity safe not working with chrome

Thanks for the reply, flo. 

My account is the administrator on this PC, so yes, and fast startup is not disabled.

Kudos0

Re: Identity safe not working with chrome

Hello

Fast Startup enabled has been known to cause weird issues because updates can not be fully installed. It's like with Windows Updates require restarts so that the Updates can be fully installed. Norton can sometimes need that complete shutdown..............

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity safe not working with chrome

Thanks flo and peter.  

Not using Connectsafe.  Fast Startup is off.

Made the change & went all the way to power off.  Still the unsafe result with Norton Acct website.  All other websites I use seem to be OK. 

I kinda like pulling the vault info from the icon - let's me stop using the Norton toolbar.  Hated waiting for that each time a page loaded.

Kudos0

Re: Identity safe not working with chrome

If not ConnectSafe, are you using any other DNS filtering service?

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

Re: Identity safe not working with chrome

I'm not sure if this is a filtering service, but I do use SpyHunter and it's settings allow use of all the following DNS servers:  Google Public, Verizon Public, OpenDNS Free, Comodo SecureDNS Public Free, and DNS Advantage Public.

When I install an HP printer driver the DNS changes to a custom setting, but I'm not doing that now.

Thanks for your continued patience.

Kudos0

Re: Identity safe not working with chrome

What do you see if you try using IE to access that site?

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

Re: Identity safe not working with chrome

OK, I don't know if there will ever be any definitive fix for this issue, but I've got a workaround that gets me to the Norton website successfully (changed the target URL).  I don't know why the old URL worked with the old version of ID safe and not with the new one, but ...

After your efforts, this result may feel like kissing your sister, but I'm happy with it.

Thanks much for your ideas and help.  Happy trails.

Kudos1 Stats

Re: Identity safe not working with chrome

Can you please share what URL you changed to use that avoids the warnings?

Did you try pressing F12 to open the console window in your browser and inspect any error messages it logs?  Usually it shows more details than the main messages shown in the browser.

For certificate validity problems like this message says, a big "no-brainer" issue may be your system clock - sometimes it is easy to overlook that your system date may be set wrong since it is usually reliably synced up to the real time.  Its value is used to check if the certificate is in the valid date range.

Thanks,

Matt Powers
Symantec Corp.

Kudos0

Re: Identity safe not working with chrome

Hi,

I don't remember the first site I was using, but it went directly to the Norton login/password display.  The one that now works for me is https://my.norton.com/home/index, then click the sign-in bubble and all is OK.

Not really familiar with F12 usage, or the intricacies of the system clock.  As far as I know, the date and time displayed on he PC matches the date and time on the two iPhones we have in the house.

Not much help I know, but ...

Kudos0

Re: Identity safe not working with chrome

OK thank you, if you run into it again please report it and someone can walk you through some browser debugging steps using the console (F12) that might help show which connection is having problems.

Regards,

Matt Powers
Symantec Corp.

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