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Kudos0

identitysafe from iphone ok, but can't get in via pc or online cloud

I am getting an error on my pc about a network time out when I log into my vault. When I log in via identitysafe.norton.com, I get a message saying there is no vault associated with my account. I can get it on my iPhone/ipad though. Just chatted with rep who said it's a known issue at the moment. Is anyone else getting the same messages?

Labels: Online Vault

Replies

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Hello megan

I've seen  similar issues with the ID Safe on the Boards.

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: identitysafe from iphone ok, but can't get in via pc or online cloud

Hi, I'm having the same issue. Contacted support three times in the last week and they know about it but haven't yet sorted it out.

Thanks.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I am having the same issue! 

Strangely it started on one PC, getting error messages and unable to log on, while on the second PC all was fine.

This led me to a total reinstall of the "bad" PC but still it didn't work, same errors, also signing me out of Norton Security after every reboot.

Signed in again, tried to log on to ID Safe, it saying that norton has found a Safe for this email but then wants me to create a new one !!!!!

When i contacted support i was told that they were doing some maintenance on the servers and it would be up and running within 24 hours. That was 3 days ago! 

Now i am totally locked out of my account for trying too many times and now the "good" PC also has the same problems.

The strange thing with all of this is that i have 2 norton accounts and the other one works fine, both with logging on and opening ID Safe. This leads me to conclude that Norton has a problem with some ID Safe accounts and are keeping very quiet about it!

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I am also having the same problems! When I log in via identitysafe.norton.com, I get a message saying there is no vault associated with my account.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

There still seems to be some ongoing server issues. Just keep trying every few hours or so.

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

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

This is a monumental breakdown in customer support and communication.  I have been using Norton products since the 90's and have never seen such a collapse in service.  There is something very disturbing about all of this.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Hi,

We are aware of this issue and are working on a fix. I'll update this thread when we have more information. Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

That's it ! .... that's all you have to say!  You are not being transparent about this "issue", rather your lack of information smacks of dishonesty and disdain for your customers !!

Kudos1 Stats

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Not sure what more you want to be told. We have been told there is a known issue that is being worked on. It started with server issues back on the 15th. Does that help? 

Knowing any more is not going to make it get fixed any sooner. 

We all share your frustration with the issue. 

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

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I'm sorry, I wasn't talking to you now was I? My comment was directed to Norton. Are you a Norton employee? And no, you don't share in my frustration. You have no idea what I have gone through with them in regards to this matter. Please don't be so presumptuous.
Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

And I did Export/Backup my Identity Safe data. But if Norton says I have no vault, what good is that to me?

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I also get the error that there is no vault associated with my account and I have had an online vault for years. My vaults on my 3 devices are out of sync and that's how I found out there was an issue.
Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

And I did Export/Backup my Identity Safe data. But if Norton says I have no vault, what good is that to me?

Once the issues on Norton's end are fixed, if the vault is not restored by Norton, you can use the backup to import the logins to the new blank vault.

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

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Just contacted them again via chat and was told:

W​e are currently having a system upgrade on our Server and this gives us limitations in accessing it. No worries, this is an on going issue and Symantec is aware about this. Our network team is already working on it so rest assured that this will be resolved ​within a couple hours. Rest assured that Norton Scans and Norton Firewall is working on your computer and is protecting your computer from all the threats worldwide. . Rest assure that it will come back 24-48 hours.

This was communicated to me at 8pm 2/26.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

This is the same line they have been giving for the past 10 days.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I was finally able to login to my online vault for the first time in 2 weeks.  My devices are all syncing again too.  It looks like they have fixed the issue.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I am so happy for you! Unfortunately mines not working still.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Hi @chxray4, Could you please let us know if you are still facing the Identity Safe online vault missing issue? 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Yes I am. It has me sign in to Norton, and then says there is a server error.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

New error when I sign in on pc to identity safe: says it's validating vault password for quite a while and comes back with "The operation timed out. check your network connection or try again at later time". My connection is fine and I've been trying to log in for around 3 hours now.

but when I go in to www.identitysafe.norton.com, i'm able to view my logins. Before I was getting the message that I had no vault, so at least I know my vault is ok. Progress I guess.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

I am having the same problem. At least I now have a way to access my vault, but this is still a problem as this is not how the Norton program I purchased is supposed to work.

An administrator of this forum contacted me on March 6, but I have not heard back from them. I thought I would.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Hello chxray4


Hi @chxray4, Could you please let us know if you are still facing the Identity Safe online vault missing issue? 


That is what Sunil posted to you on March 6. He is waiting for your answer. If you have already given him the answer, then I can ask for a further update during the week. If you have not answered him, then please do answer him.

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: identitysafe from iphone ok, but can't get in via pc or online cloud

I did answer on this thread below his question on March 6.

I have also just finished with Norton looking for the problem. They reinstalled Norton which did not solve the problem. They collected logs to help their engineering team to sort things out and they will get back to me.

I don't have much faith in that at this point.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

@ chxray4

I am fully in agreement with your comment ... I also was contacted by TWO support folks and I replied to both.  Have not heard a drop back. 

I lost faith back Feb 11th 2017 when this whole mess started for me and Norton had no idea what to do next.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

@peterweb

I know you are trying to help everyone and thank-you for that.  However your comment:

"Once the issues on Norton's end are fixed, if the vault is not restored by Norton, you can use the backup to import the logins to the new blank vault."

What is the use of buying a product and drinking from the "we will securely protect all your personal data" if they lose your data and you need to have a backup to restore it.  What is the difference between that service versus passwords on sticky notes shoved in your desk drawer?  I will tell you ... you do not have to hear "try again in 24-48 hours", you have instant access to your data. 

I think your helpful comment just poked some holes in the whole Symantec/Norton business model

Cheers

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Glenn D

I agree that this whole mess with the ID Safe is totally unacceptable. 

My comment on the ability to restore a backup was aimed more at a user that may have tried different things to get things working. If one of the things they did was to reset the vault password, that would have wiped out any vault they may have had. The backup they had would have been a way to recover if necessary.

Even though I have not seen the issues others are seeing, and I still have my local vault in Norton, I too have added Lastpass to my browsers. Belt and suspenders kind of guy.

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

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

Glad to see you are finally coming around peterweb!  I am convinced that Symantec is attempting to kill off its Norton individual customer business sector through frustration.  I have moved on from ID safe now and will do the same with Security this summer, although I am using other programs alongside it.  I don't trust it.  Symantec is a lethargic multinational now.  It is just too profitable to fix the problems of individuals.

Kudos0

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

FYI

I'm not just finally coming around. I have been vocal with our Norton contacts since this first started over a month ago. I am trying to stay out of most threads about the ID Safe issues, only because the only ones that really know anything are Norton employees. So there is nothing I can add to what is being reported, and I have not been seeing the issue myself so I cannot help with troubleshooting.

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

Re: identitysafe from iphone ok, but can't get in via pc or online cloud

rcblanchard:  Symantec is a lethargic multinational now.  It is just too profitable to fix the problems of individuals.

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