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Kudos0

Identity Safe will not enable

This is a problem that occurs fairly regularly. I have the current Norton Security, V22.6.0.142, on my Win 7 Ultimate 64bit PC, kept up to date. I have the Norton Toolbar installed on IE 11. Under normal operation, when I connect to a known website with a user/password check one of these will occur, the first time that it is needed.

1. I will get a bar above the website that I can use to enter by Safe Identity password, and the fields are completed.

2. I will get a request to Sign In to Identity Safe.

3. Neither of those happen and I need to click on the Vault Is Closed button on the Toolbar.

Once signed in, future websites are automatically completed.

But, now, I cannot activate Identity Safe. The bar showing 'Sign in to your Norton account to open your Vault and save time online.' is shown, with a Sign In option. Pressing that has not effect. Equally, pressing the 'Vault Is Closed' button has no effect.

When I load Norton Security it shows that the PC is secure. Going to the Identity tab showed that Identity Safe was Off. This can be set on, but that had no effect. Going into the Settings pane, Identity Safe was marked as disabled. Turning that on, closing the pane and reloading it, it still showed as disabled. Going into Identity Protection pane shows that Identity Safe is Off. Setting that On and applying the change has no effect. Re-entering the Identity Protection pane again shows that Identity Safe is Off. The Configure option on the pane does not do anything.

Using the Help Center pane I ran the Get Support option, which checked through the system and reported no errors.

The main Norton Security pane has a Sign In option on the top. Selecting this has not effect.

So, somewhere your system is confused about who I am, will not let me Sign In or enable Safe Identity.

I rather suspect that this will not be an issue after a reboot, but it should not be in this state. 

Replies

Kudos0

Re: Identity Safe will not enable

Hello

Do you restart your computer every day? When you are trying different things having to do with settings, are you using an Admin account? Restarts fix plenty of issues with any program or with your hardware even. Doing a Remove and Reinstall of your Norton program helps also. For some unknown reason to me, I have even seen cases where keeping your video driver up to date helps with issues with Norton. If you are going to use the Remove and Reinstall, please read the warning paragraph first and then remember to run live updates until no more and then restart.

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

www.norton.com/nrnr

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 will not enable

Hi

Yes, the PC is closed every night. Last night, after putting in this issue, Win 7 decided to install a load or updates.

Today, it is working as normal and when I open Norton security it shows that I am signed in. I rather suspect that the issue is within the process of starting NS and getting signed in. There should be a means to sign in (I can't see it) if the sign in had failed, other than a reboot.

Looking at the log files for yesterday, I can see that I was logged in at 12:58, but at 20:11 it reports that no user is logged in when I was looking at the issue and raising this case. As I said, this is something that occurs once or twice a month. Attached is a copy of logs from yesterday.

Regards

Chris

File Attachment: 
Kudos0

Re: Identity Safe will not enable

Well it has worked for a few days, but today it is not working again. Norton Security shows not signed in. Follow the link, which works, and enter my email address and password, but nothing then happens. There is a delay and an icon showing, but I am still not signed in. Wrong passwords get bounced so I know it is checking against the Symantec database.

Kudos0

Re: Identity Safe will not enable

Hello

Have you restarted your computer?

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 will not enable

Yes, it is closed every night. The problem seems to be that NS will not sign in to the Symantec server, so then it cannot get the Identity Safe information. It is getting more common as a problem. Will probably work tomorrow, for a few days and then break again.
Kudos0

Re: Identity Safe will not enable

Hello

It seems like it could be a sporadic server issue perhaps.

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 will not enable

I would expect that if it failed to connect on boot up and then me connect later, but this seems to a problem with the system at my end not recovering from a failed connection.
Kudos0

Re: Identity Safe will not enable

Norton as usual is of no help.  Last time this happened (and it has happened several times that I cannot sign in to vault -- and one time I got Norton help and foolishly let a tech into my machine they crashed it and I had to reinstall windows) -- anyway the last time this happened the only way out I found was to delete license for the current device and download and reinstall all over again.  I am looking again for this problem and solutions other than a total reinstall and I find none now.  There was something posted several months ago but now cannot find it.

Norton you suck. 

Kudos0

Re: Identity Safe will not enable

Ok, done. Once again.  Vault now opening OK.  What a pain in the a"#".  I repeat what I posted several months ago about fixing this through a reinstall:

Re: Unable to open vault

Posted: 05-Mar-2016 | 11:53PM • Edited: 06-Mar-2016 | 12:28AM • Permalink new

If Norton Vault cannot be started simply by entering your password but rather asks you to sign in to Norton OR create a New Account, and where choosing to sign into Norton Account the just results in you going into a loop where the same window pops up again asking for the same again, then I SUGGEST THAT you go right to the computer software fix of last resort namely a full reinstall.   I have Norton Vault as part of Norton 360 and it took about half an hour; however it only took this long because I could not find the downloaded  installation file for the longest while and kept on dumbly downloading Norton Downloader over and over again. (But I tell you it sure beats messing around with Norton support for days or months on end!)  a) Go to Norton Account and delete the currrent device where you are having the problem,  b) Select download Norton 360. This will first download the Norton Downloader, a ca. 1.1 MB file.  When you click on the Downloader.EXE and to get the full N360 installation download you may loose track of where the install (/uninstall) file really is as it did not show up in my download folders.  To get the full download to work you may have to click the link that shows up for a few seconds when the Installer is running (if you did not see it at first, run Downloader again)  which takes you to where Norton has put the fulll dowloaded install/uninstall file.  When you click the N360 installation file now it is actually does a deinstall and it says so at the top.  Select SAVE SETTINGS OPTION.  c) When Norton 360 is fully uninstalled (except for personal settings and data) the computer will be restarted. d) Now go back to Norton Account and to Devices where now the current problem device is absent, and click on the Download Norton 360 AGAIN (large button to the right).  This fixes the problem with Norton Vault on my IE browser.  (This latest fix dated March 5, 2016; I think I did the same once before but could not find any note on it so now I am putting this note into my computer referenced data document folder for next time this happens.  Norton support  has historically been a disaster for me -- worse than usless.  Once I let a Norton tech into my machine (I think for this very problema!!) and he rebooted my computer without warning me and the computer crashed, so that then I had to do a full factory Windows reinstall and had to reinstall all my other software as well.  I will never let a Norton tech into any computer of mine ever again.).

Kudos0

Re: Identity Safe will not enable

PS The location of the Norton installation file is: C:\Users\Public\Downloads\Norton

Kudos0

Re: Identity Safe will not enable

Hi fjack1415,

Not sure this has anything to do with your situation, but there was a 217KB version 22.6.0.142 Product Update yesterday (April 20th) that:

"addresses the "Server error: We're working to resolve an issue that prevents us from completing your request. Try again later (-500)" encountered during activation flow.

217KB Product Update Patch fix targets NS,NSBU,NIS,NAV,N360,N360P and Comcast's NSS.

Kudos0

Re: Identity Safe will not enable

Hello

If you do need to reinstall again for any reason, you can use our Norton Remove and Reinstall Tool

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

www.norton.com/nrnr

Please read the warning before you use it. It will give you a fresh preactivated copy of your Norton program. Please run Live Update after using that program also.

Also, you can use www.norton.com/latestn360    That will give you the latest version of N360 and run live update after using it to get the latest updates.

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.

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