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

Not what you are looking for? Ask the experts!

Kudos0

Identity Safe sign-in stuck on "Get Started" page

This morning I was logged out of my Identity Safe, and when I try to sign in again the "Get Started" page appears, I clicked sign-in and enter my password (which is 100% correct) and sometimes a captcha, but then it just kicks me back to the "Get Started" page. I've tried maybe 20 times already and each time it will say "connecting with Norton servers" but then nothing happens. No error message whatsoever. I am using Chrome. Please help, thank you.

Replies

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I've just realized this issue isn't exclusive to NIS as the same thing happens when attempting to sign-in to Norton itself. PLEASE SOMEONE HELP!

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I'm having the same issues. I worked with a tech who took remote access of my computer and was still unable to get it working. He deleted some files and tried some of their recovery programs and still didn't work. He stated he was passing it along to be worked on and to try logging in again in 1-2 days, but that was 5 days ago and it still isn't working and I haven't heard anything further.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

I was just helped by support tech that took remote access. They were able to fix the issue by rebooting to safe mode and deleting my licensing files, then rebooting. However, my activation key was made invalid and they had to give me a new key. Everything is working as it should now.

@dkuntz7 If you are having this issue mention this to the tech support person. I don't recommend doing it yourself since you will need a new activation key. Hope that helps

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I've had this issue since the last update as well. I suppose I'll call tomorrow. Wish they'd acknowledge & address the issue rather than us having to call in to give remote access. 

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Called in again and this time they were able to fix it.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Did you have to get a new acct key as well?

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I've had the same issue with 2 of my computers - 1) new fresh build with new Windows 8.1 IOS   - unable to sign-in through Norton 360 program; or access ID vault, am able to sign-in into account through IE no problem. Computer # 2): HP laptop upgraded Windows 8 to 8.1 - IE  no problem signing in through 360 program or ID Vault; #3 computer ACER older laptop, Windows 7; 360 was working okay until 3 days ago when I switched from Local vault access to cloud - now can't sign-in to program or vault - can access Norton account through IE. In computer #1 and 3 the program appears to be running correctly and analysis says it is however top right corner still states sign-in and unable to access Vault ID.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

This is obviously a rather common problem. Is there no better way to fix this issue than to have us all call tech support individually? 

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

Called tech support and was told there is no FIX if your ID safe was local, Norton Upgrade attack locks your ID safe and it can never be used again.  They requested that I wipe my system (100% data loss) and start over.

This isn't a solution it is stupidity.  Norton 360 crashes every 9 attempts to log in.  Password is correct buy the new attack 360 version doesn't know about local ID safe password so it crashes.  

Sounds like a class action lawsuit coming.    Contacting the FBI Cyber crimes next.   This was a direct attack on my PC and caused financial damage.   It is a crime to attack computers un the USA even if you do it out of stupidity.   If you walk into a bank with a gun and say, this is a stick up it will not matter if you have an air freshener in the other hand, you will go to jail.     Crime is crime.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

Hi Unhappy user,

Please start a new thread, including all the detail you can in regards to the Norton 360 (and version from Support > About) that you are using.  Include your operating system, the specifics when this occurred (during upgrade from N 360 v21.7 to N360 v 22.5, or exactly what happened prior to your situation. The more detail you provide the better we can assist you.

There are opportunities to regain the Local Vault (regardless of what tech support said) dependent on the situation. There users here who can help you through this and perhaps even return your Local Vault.

All you need to do now is decide if you desire to be helped by supplying the info and cease the silly comments you are making, or proceed without assistance and use that air freshener.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I just ran into stuff tonight had some hiccups to get it going, I didnt go through the support chat like the other person did with a new key or anything,I simply did a couple live updates and a couple of reboots,used ccleaner and glarys utilities and then rebooted. Then i tried to log on gave me the same thing on the Get Started then a window popped up connecting to norton servers failed.When i closed out the window the sign in window came up and logged in and then i was in

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Just had the same problem.

20 minutes of frustration trying to convince Norton Identity Safe that:

  1. Im actually already logged in. In Norton Security...
  2. The email and password IS correct, even resetted it to make sure.
  3. Rebooting isn't helping.
  4. Changing browser isn't working.
  5. Trying to log on from with in Norton Securitys Identity protection isn't working.
  6. Started a chat session as number 1 in que. Not that any one was there to chat with me, but then again others are as frustrated as me...
  7. ...and all of a sudden the login window changed to "Apply Password" in the background with no input from me.

Stable and trusty partner to my bad memory? NO! Pen and password-book is coming back from the archives. This product cant be trusted!

And all this rant for one hiccup? No, this is a frequently appearing problem. Usually solves it self rather quickly thoe. Not this time.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I run into this problem on occasion too. For me, the work around that seems to work is to make sure the main GUI shows that your signed into your Norton account and then sign-out of the windows account and back in again. Once I'm signed back in, id safe works the way it should.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

I have had a similar but different problem. My Vault was working on Sunday just fine. Monday it was acting up and I figured it was a problem o Norton servers and waited until Tuesday to try again. Not working and unable to sign into my online vault through the program, through the Norton toolbar or access my vault online. Today it told me I didn't have a Vault associated with my account. After three hours with the techs and turning my machine over to them... guess what? I STILL don't have a Vault anymore. I can assure you, I did not delete it as I depend on my Vault for all my online bill paying etc etc etc. I'm open for any suggestions the community might have to get my vault back. I asked the techs five times where a backup of my logins would be on my computer as I know that the program makes auto backups somewhere. None of the three answered my question. I could make a new Vault IF I knew where to find the backup to import my logins. I am frustrated beyond measure and am pretty sure the problem is due to updates and upgrades on the Norton servers in preparation for Windows 10 ... but if they lost my vault, someone ought to be able to figure out how to find it again or at least tell me how to create a new one and import my logins from a backup file... Thanks for any help anyone can give me.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Hello

Please see if this helps you.

https://community.norton.com/en/forums/norton-video-tutorials

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 sign-in stuck on "Get Started" page

You ought to be able to acess it online.

Try: https://identitysafe.norton.com/vaultLogin#

/Rab.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

There appears to be a possible solution to this madness. Thanks to a extremely patient tech in Athens Greece who after over an hour of remoting into my computer finally got this to work as intended, at least for now.

As a precaution, check online whether or not your vault is access able online. If it is, and it probably is, then this solution is safe to use. Otherwise do ONLY use it if you have a local backup of your Vault data.

What she did was:

  1. Use the Norton Removal Tool to remove all files and folders (e.g. Installfolders, *.dll’s, program files and registry keys)
  2. Manually remove the left-over folders and its contents (e.g. C:\ProgramData\Norton and C:\ProgramData\NortonInstaller)
  3. Reinstall from manage.norton.com (log on, go to services, remove the problem computer, and download the program new. Do not re-use a previously downloaded local copy.)
  4. After reinstallation, BEFORE trying to log on to the vault, update the Norton product (multiple times) fully and reboot.
  5. Cross your fingers and try to log in.

Of course you will need administrator privileges to do this!

So far this works flawlessly.

I will update this post in the future if the problems re-occur.

/Rab.

Edit: Corrections and typos.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

Happy to report that after going to the Norton Face Book page, and posting a semi-rant there, Norton called me and put me in touch with their top level tech. He fixed the problem in no time at all via remote access, and then proceeded to fix my tablet that was having the same problem. After all the nonsense was over with, I asked what had caused everything to stop working, and he said it was a corrupt 'update' .
He fixed everything by creating a new vault and importing my logins from the backup mentioned in several posts in this thread. I don't think I would try doing it myself, but what he did worked on both my computers.

All is well now in AzLady Cyber-ville.

AzLady

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Hello AzLady

I;m glad to hear that all is well with computers in AZLady's house. I'm also glad to hear that the tech support is doing better at their job.

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 sign-in stuck on "Get Started" page

Rabsplace2:

There appears to be a possible solution to this madness. Thanks to a extremely patient tech in Athens Greece who after over an hour of remoting into my computer finally got this to work as intended, at least for now.

As a precaution, check online whether or not your vault is access able online. If it is, and it probably is, then this solution is safe to use. Otherwise do ONLY use it if you have a local backup of your Vault data.

What she did was:

  1. Use the Norton Removal Tool to remove all files and folders (e.g. Installfolders, *.dll’s, program files and registry keys)
  2. Manually remove the left-over folders and its contents (e.g. C:\ProgramData\Norton and C:\ProgramData\NortonInstaller)
  3. Reinstall from manage.norton.com (log on, go to services, remove the problem computer, and download the program new. Do not re-use a previously downloaded local copy.)
  4. After reinstallation, BEFORE trying to log on to the vault, update the Norton product (multiple times) fully and reboot.
  5. Cross your fingers and try to log in.

Of course you will need administrator privileges to do this!

So far this works flawlessly.

I will update this post in the future if the problems re-occur.

/Rab.

Edit: Corrections and typos.

For days later and Norton Idetity Safe still works flawlessly. No log in issues at all. None. Hopefully this is the last post for me in this matter.

No more posts unless it faulters again.

/Rab.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

While I agree that Unhappy User was a bit over the top, I don't think dismissing the comments as silly is particularly constructive. A number of users are having this issue, and the level of awareness of it on the part of support techs is spotty. I realize that not all of those answering support calls can be aware of every single issue, and that they are currently quite busy due to the rolling Windows 10 upgrade, but doesn't Norton maintain a knowledge base for its first-line tech support, or send out notices that particular issues are trending? All of us are told that in order to avoid having our identities hacked that we need to come up with increasingly more complex passwords, and there is simply no way to remember them all. I've been using Norton since I got my first PC, and it's always been fine up until now. So while I agree the user should provide as much detail as possible, it is possible to ask for that without being insulting, even if the original comment seemed provocative.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Sorry to be dumb, but what does "GUI" stand for?  And, in case I'm still confused, what is the "main GUI?"

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

FYI, I mentioned the issue and it's resolution to a tech support person and she was completely unaware of the issue and needed to log in.  As it happens, all I had to do that time was reboot, though there was a pending Windows update of which I was unaware, which slowed the restart to a crawl while it was applied.  Not sure if the Windows update was what solved the issue, but when I finally got my PC back up and working, the vault was fine, and has been functional since then.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

why should we uninstall and reinstall norton when norton has a performance cleanup tool. I can see if you have an older version of norton and you have to use NRT to wipe out old files. I didnt have to do any of that and things are fine JMO

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

DMH826:

Sorry to be dumb, but what does "GUI" stand for?  And, in case I'm still confused, what is the "main GUI?"

GUI = Graphic User Interface. EG. the way a user, thats us, integrates with the program. Without the GUI there woud only be  somthing like a DOS-prompt and command lines.

Not particularilly user friendly, so the GUI makes it "pritty" and "useable" for the end user.

Main GUI woud be the Norton main window for scanning ,settings and such.

And no, that question wasn't dumb at all. The only question that's dumb is the one you never ask, cuse then you never get the answer.

/Rab.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

blue50moon:

why should we uninstall and reinstall norton when norton has a performance cleanup tool. I can see if you have an older version of norton and you have to use NRT to wipe out old files. I didnt have to do any of that and things are fine JMO

I agree that it ought to be unnecessary. It is a way to get past the problem right now. Norton might for all I know have a update on the way that will fix this the way you, me and many others want this to work. Until such a tool/update gets here, this is a way to fix the problem and if you want to use it is entirely up to you.

The information I pasted here is to help others in my situation right now without having to wait. And again voluntary to use.

/Rab.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

So I should post my query on's Facebook page -- that is how one gets in touch with a senior technician? Oy.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

blue50moon:

why should we uninstall and reinstall norton when norton has a performance cleanup tool. I can see if you have an older version of norton and you have to use NRT to wipe out old files. I didnt have to do any of that and things are fine JMO

Another dumb question:  what Norton performance cleanup tool?  Does it come with 360?  Or can it be downloaded from the Norton website? 

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

DMH826:

So I should post my query on's Facebook page -- that is how one gets in touch with a senior technician? Oy.

...or you just log on to the suport site and start a chat session. Saves you a day.

Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

I feel like the level of awareness and skill of tech support varies from individual to individual. And even when they do a fix, it takes a good chunk of time, since I'm on DSL. One person I spoke with was completely unaware of the issue, and not particularly nice. But they're all frazzled due to the Windows 10 upgrade.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Thank you so much for posting this.

I just tried this and it worked!

Accepted Solution
Kudos1 Stats

Re: Identity Safe sign-in stuck on "Get Started" page

I found the accepted solution to be unacceptable. I do not want someone else taking over my machine, and my license covers five PCs. This may not cause any headaches, but I don't want to risk it.

Here is my solution. I used it on two different computers, and it worked both times.

  1. Go to the Norton website and make sure that you are logged out. (Go to https://support.norton.com. Support options will appear. Click on Norton Security for Windows. At the top right, below your name, click on "Sign Out.")
  2. Open Norton Security (or whatever product you have) and log out of that as well. (Point to the user name in the upper right, click on it. You will be asked "Are you sure you want to sign out?" Click OK.)
  3. Reboot the computer.
  4. Open Norton Security and log back in. (Point to the upper right corner, and click on "Sign In.")
  5. After these steps, you should be able to sign in to the password vault in the usual way.

The second time I did this I tried to experiment with the steps involved to see if they were all necessary, but the computer locked up on me. So I stuck with all the steps as they are listed above.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Hello

I have been suggesting that workaround for some time now and so have other Gurus and some other customers.

However, I found that the first step wasn't necessary. I haven't seen anyone else recommend the first step as we now have SSO. When you log into your Norton Account, it automatically signs you into the Norton Forum. By signing out of your Norton product, that signs you out of your Norton Account also.

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 sign-in stuck on "Get Started" page

on the Identity Safe setting screen click "Configure [+]" and the closed vault window appears so you can log into the vault. This method worked for me

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Here comes a new twist on the same problem.

I joined my computer to a new dommain and can not log in to the vault. The new twist is that Norton claims me to be logged in in the main GUI, but ignores every attempt to log out, still claiming me to be logged in. Thus leveing the exelent sollution mentioned above imposible to follow.

To further throw a wrench into the mix I discoverd that if I log in with a local account everything works as intended. the access to the wault works as usual. Switch back to doman account and I'm pressented with Logged in as me even if I'm infact not...

This time how ever I'm reinstalling the computer from scratch, so I'm not even attempting to repair this since I'm obligated to have a clean install in the dommain on new computers. But I wanted to share a new problem since it had vierd behavioure.

/Rab.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

jset 54. you seem ton have the right of it. did as you suggested and have been in & out of the vault several times now, with no problem.

Thanks

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Hi Rabsplace2,

Not real familiar with Networking/Domains, but is it possible that the new addition to the Domain is seeing another computer on the Domain that is already logged into the Online Vault?  Remember the Online Vault is tied to a Norton Account - thus if one system is logged into your Norton Account, then would all systems on the Domain also be logged in - since they all use the same Norton Account ?

The Local Vault is tied to a Windows User Account, thus across systems, a user on each system would have to be logged into the Local Vault and each system would have a different Local Vault - non of which would auto-sync when adding/changing logins/passwords.

Not saying a solution - perhaps a reason for what you see - or perhaps I should keep my nose out of things I am not familiar with?

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Well, your guess is as good as mine. But if your suggestion is correct, wouldn't that affect all computers my license covers?

The home computers that I initially bought this license for works just fine with all parts of Norton Security. And the local account does aswell. My computer is the only one that is acting up, and this only on domain accounts. The local ones works as intended.

That's what I think is a unusual behavior. If, by the time I get around to reinstall, I figure the problem out I'll send you a PM of the solution I used. But, I'm not investing any serious amount of time into this since a reinstall is needed.

/Rab.

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

Rabsplace2,

Just a brief comment or two - "But if your suggestion is correct, wouldn't that affect all computers my license covers?"  Yes - provided they all use the same Norton Account for the Online Vaults. FWIW, it is possible to have more than one Norton Account - that is how you can set-up different Online vaults for different users on one system.  Using different Norton Accounts for different user's Online Vaults is similar to setting up different Local Vaults by using different Window Users Account.

Please, if you ever figure this out, post the remedy in this thread, as the info will be picked up by the Forum's search engine and may assist others if they encounter something similar. 

Kudos0

Re: Identity Safe sign-in stuck on "Get Started" page

You were right my first step (Logging off of the Norton website) is not needed. The problem occurred again, and this time I logged out of Norton Security, rebooted, logged back in and was able to get back into the password vault.

Now I have a suggestion for you. Since you and other gurus have been suggesting this workaround for some time, can't you get whoever is in charge of the forum to change the "accepted solution." Deleting licensing files seems like a drastic step, and it appears to be completely unnecessary. Doesn't someone monitor the forum and update it when it's warranted?

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