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Kudos1 Stats

Identity Safe Vault Incorrect Password

I am beside myself. I updated both my OS and my Norton about 3-4 days ago and I have not been able to log into my Identity Safe vault since. It does not matter what browser I'm using, it's happening with all of them. I absolutely know I am entering in the correct password, but it continues to tell me that it is incorrect. I am so incredibly frustrated as recovering my usernames and passwords is going to be time consuming and will require some phone calls. I am starting to regret renewing my subscription. I had hoped that a patch or update might fix the issue if I waited a few days but I'm in a position that I can't wait any longer.

Replies

Kudos0

Re: Identity Safe Vault Incorrect Password

I am also struggling to open my vault. I sign in as requested but the page defaults back to the sign in page and does not get as far as asking me for my vault password. My sign in details are correct - that is how I signed into this page!

Kudos0

Re: Identity Safe Vault Incorrect Password

Contact Norton, Andy. I have had the same issues off and on and they have a patch that may work for that. If not, they will re-install Norton for you. My issue is not the same as yours...but this is my experience on what I have done in the past to resolve it. Just use their chat option to get that going. I can't help but wonder if there is some keystroke corruption somehow either in my Norton or my OS update on my computer.

Kudos0

Re: Identity Safe Vault Incorrect Password

I have the same issue.  I can log into this website, so I know my id & password are correct.  But when I open IE on windows 10, it asks me to login to my Norton account.  When I do so, it says "You have typed the wrong Email Address or Password.  Please try again."  I've tried closing and restarting my browser, rebooting, and even turned off all other Norton products (firewall, etc).  Also successfully reset my password, so I'm doubly sure I have that correct.  I can get into my vault by going to https://identitysafe.norton.com/vaultLogin. 

Kudos0

Re: Identity Safe Vault Incorrect Password

according to tech support,  "...This error occurs if there is a mismatch in the time stamp of locally saved id-safe DB files and the server. What we're going to do is to delete the licensing folder of your Norton Program and then we will restart and reactivate the Norton Program again..."

Don't like to have anyone remotely access my computer, so I'm trying to do this on my own.  But I'm not finding any instructions yet (which the tech conveniently did not supply).  When I find it, I will repost.

Kudos0

Re: Identity Safe Vault Incorrect Password

Okay, I uninstalled Norton Security with Backup via the windows control panel "Programs and Features" (choosing to save my settings).  Then reinstalled it from Norton Management and rebooted.  Probably a bit of overkill, but its working fine now.

Kudos0

Re: Identity Safe Vault Incorrect Password

This worked for me

  1. Start your Norton product.
  2. On the top-right corner of the main screen, click on your user name.

The user name is displayed only if you have signed in with your Norton account credentials.

  1. In the Sign out dialog box, click OK.
  2. Restart your computer.
  3. After the computer restarts, start your Norton product.
  4. In the main window, on the Identity tab, click Identity Safe.
  5. In the Get started window, click Sign in.
  6. In the Sign In window, type in your Norton account credentials, and click Sign In.
  7. In the Vault Closed window, type your Norton Identity Safe vault password, and click Open.
Kudos0

Re: Identity Safe Vault Incorrect Password

Kudos0

Re: Identity Safe Vault Incorrect Password

I did and it still is not working. Thank you.

Kudos0

Re: Identity Safe Vault Incorrect Password

Thanks everyone for you attempts to help me out. I unfortunately am at a point that I'm just going to have to delete my vault and start all over. I'm really unhappy, as I know my password is correct and all of this started right after updating my OS and my Norton. I had hoped that is was some sort of character corruption but I can't wait any longer. It actually worries me a little that perhaps my vault was compromised...but other than this, I have no indications otherwise. I'm off to get on the phone with a few of my accounts that are harder to retrieve info from. I will never ever solely use my vault to keep my usernames and passwords again. This is going to be a hassle and lesson learned...

Thanks again.

Kudos0

Re: Identity Safe Vault Incorrect Password

luvmky

 I unfortunately am at a point that I'm just going to have to delete my vault and start all over.

I'm not experienced in this area but it would do no harm, if you are going to delete, first to export the information in the vault in the two versions I believe it offers: csv, which is a comma delimited version that can be read by many applications (don't know what happens to encryption but a new vault should be able to import it ) and in the proprietary version of Norton itself).

That way if the problem is in the system and reinstalling fixes that then you should be able to import the Norton version and be back without having to type everything again.

Maybe that's what you planned to do?

Anyway see if one of those who now use the ID safe can confirm the export/import route.

Hugh
Kudos0

Re: Identity Safe Vault Incorrect Password

I would love to be able to export it into a csv file but if there is a way to do so, I am unaware. I'm under the impression that if I even had that ability, I would need to be able to get into my vault, which I can't. (despite attempts to get into it both on my computer and through Norton's site) If you know how to export to csv (without having to log in), please let me know.

Kudos0

Re: Identity Safe Vault Incorrect Password

luvmky,

If you have not already tried this, please go to https://identitysafe.norton.com/  and sign into your Norton Account. Once signed into your Norton Account you should see the following:

 If already signed into your Norton Account when you go to the above link - you should see the above image right away.

As you say you can not log into the Vault using the "correct vault password", please select the Show Hint and see if that hint matches the password you are calling the correct password.  Do they match? 

Kudos0

Re: Identity Safe Vault Incorrect Password

I see what you mean with the not able to login. I had not taken that into account.

In any case stick with Yank who actually uses Identity Safe.

Hugh
Kudos0

Re: Identity Safe Vault Incorrect Password

I'm having the same problem and contacted Norton Tech Support.  They said to reinstall Norton.  I have 4 computers to do this on because they are too stupid to make a patch to fix the problem.  I am seriously thinking of not renewing my subscription when it runs out. 

Kudos0

Re: Identity Safe Vault Incorrect Password

Hello bmgordon

Please try yank's suggestion and see if that works.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Identity Safe Vault Incorrect Password

I did what Yank suggested and all the other suggestions short of reinstalling the program.  I'd rather live without it than have to reinstall all 4 of my computers.  Maybe they will come out with another "patch" that will fix it someday.

Kudos0

Re: Identity Safe Vault Incorrect Password

I tried this earlier and it didn't work.  I just tried it again and it worked. I guess it needed to rest awhile.

  1. Start your Norton product.
  2. On the top-right corner of the main screen, click on your user name.
  3. The user name is displayed only if you have signed in with your Norton account credentials.
  4. In the Sign out dialog box, click OK.
  5. Restart your computer.
  6. After the computer restarts, start your Norton product.
  7. In the main window, on the Identity tab, click Identity Safe.
  8. In the Get started window, click Sign in.
  9. In the Sign In window, type in your Norton account credentials, and click Sign In.
  10. In the Vault Closed window, type your Norton Identity Safe vault password, and click Open.
  1. Start your Norton product.
  2. On the top-right corner of the main screen, click on your user name.

The user name is displayed only if you have signed in with your Norton account credentials.

  1. In the Sign out dialog box, click OK.
  2. Restart your computer.
  3. After the computer restarts, start your Norton product.
  4. In the main window, on the Identity tab, click Identity Safe.
  5. In the Get started window, click Sign in.
  6. In the Sign In window, type in your Norton account credentials, and click Sign In.
  7. In the Vault Closed window, type your Norton Identity Safe vault password, and click Open.
Kudos0

Re: Identity Safe Vault Incorrect Password

I did all of that. I went online and logged in and then tried to log into my vault that way. I know what my hint is and my password and nothing will work. Thanks, though.

Kudos1 Stats

Re: Identity Safe Vault Incorrect Password

I feel this probably will not help anyone - but can't hurt to double check to make sure you are not experiencing any problem with a Norton server in your area:

https://status.norton.com/

There is a listing for ID Safe.

@luvmky

I am guessing you are using a Cloud Vault - please go to:  Users\<User Name>\My Documents\Norton Identity Safe Backups\<Norton account name> and see if you have had those backups being made automatically.  I'm asking this as I am wondering if you  have a backup of your vault saved in case you have to re-create your vault.

Kudos0

Re: Identity Safe Vault Incorrect Password

One more thing to think about - is your password REALLY long? More than 20 characters? If so, have you tried just the first 20?

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Identity Safe Vault Incorrect Password

It's just under 20, so that wouldn't apply. I do appreciate the suggestion, though. 

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