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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Keep Getting Prompted To Create New Vault

Identity Safe seems partially broken in Norton Security (2015).  When I click on the "Vault Is Closed" button in the Firefox version of Norton Toolbar, I almost always get a Create New Vault dialog instead of the Open Vault dialog to access my existing vault.  I usually manage to get in some way, but I'm still not sure how to reproduce getting to the Open Vault dialog.  This did not happen in NIS 2014; I got the Open Vault dialog every time as expected.

In addition, starting with Norton Internet Security 2014 and continuing into Norton Security (2015), when the password manager has multiple log-ins for a site, it almost never allows me to show multiple logins in Firefox (probably due to the way that menu is displayed; I never had those problems in Norton Internet Security 2013).  Clicking the "2V" button (presuming that I have two logins for that site) changes the button color from orange to blue, but the logins don't display, so I can't select any of them.

If it matters, I have the AdBlock Plus, Ghostery and Flash Block plug-ins installed (plus several others).  If any of those break the ability to show multiple passwords, that should be documented.  I don't seem to have the problem in Chrome, so it's either a problem with Firefox in general or my plug-ins.

Replies

Kudos0

Re: Keep Getting Prompted To Create New Vault

Hello Pony99CA
There has been a lot of posts (recently) regarding Vault issues.  Hopefully, dialog will bring fix.  Thanks for posting your issues.

Kudos0

Re: Keep Getting Prompted To Create New Vault

Be sure you have restarted your computer. This solved the issue when I had this happen. Sometimes there are pending Windows or Norton updates that need a restart to bring everything back in line.

The Multiple logins works correctly for me.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Keep Getting Prompted To Create New Vault

Chiming in, I have been struggling with this since updating to Norton Security 2015 also (about a month).  I can state for a fact that no amount of rebooting, reinstalling, or other shenanigans will actually solve anything for more than a few minutes.  I had no problems remotely like this for the past three years at least. 

The key to resolving this will be to find out how Norton determines if you have a (Identity Safe) vault in the first place.  When it seems to know this, it simply asks for your vault password as one would expect.  Otherwise it gets into this frustrating loop attempting to create a new vault. 

I think this is related to what seems to be a new feature that would allow either a local vault or a cloud vault.  Sometimes I can get the vault to open by using the Norton Security Windows Application instead of the browser toolbar.  It still takes several attempts and usually 30 to 45 minutes of hacking away.  It also usually includes a login to my Norton account (not the vault account) first.  Then several minutes later, the vault magically begins to work again. 

Since updating to Norton Security 2015 this is failing on my desktop and my laptop (both Windows 7).  It is also failing on my wife’s laptop (Windows Vista).  So it has nothing to do with anything on these local systems.  Also, we both share the same install license, but we have separate Norton Accounts and separate vaults.  So something changed in the way that Norton finds the vault associated with the current user.  Figure that out and the solution will follow shortly after. 

Kudos0

Re: Keep Getting Prompted To Create New Vault

I agree RagsAce, 

I am having numerous problems logging in to my vault on the same computer using an admin and a non-admin account and using Chrome or Firefox.  Within my Admin account (where I initially set up my N360/Identity Safe accounts I am always prompted to Create a new Account or Login to my e-mail and then to my Norton Account after Norton recognizes my e-mail.  Then when I am directed to login to my Norton Account (not my Vault as usual) then I receive a warning that my password is wrong and/or my account is 'Locked' because of too many attempts (always on my first and only attempt for any day of the week).  I get this even when I have just logged into my Norton Account and my Norton Studio account with the exact same password I used for the Vault  request that then displays that my password is wrong (my vault password is vastly different from my main Norton Account that the dialog box requests so I am not confusing those and using the wrong password.  However, just to be sure I used my vault password as a test, it of course did not work, and I got a 'wrong password' warning -- using what is the correct Norton Account password gives me a strong detailed warning that my account is locked because of numerous unsuccessful login attempts (even at just 1 attempt by me in 20+ hours or days).

Just this afternoon I was finally able to first login with my vault password within my Vault Closed dialog box using Chrome and then I can use Firefox to also open my vault later, if needed.  However, I simply still cannot get into my online vault in my most important administrative account regardless of if I first log into my main Norton Account to verify that my password is correct. Lastly, of the two browsers, Chrome is the most dependable with the ID Safe issue, although for years I have used Firefox as my default. 

Win 8.1 x 64_ i7-4700MQ CPU @ 2.40GHz_32GB Ram_NSBU v. 22.11.2.7_Free MBAM/MBAE_FFox v.57.0 (64-bit)_Chrome _Fast Startup is OFF.
Kudos0

Re: Keep Getting Prompted To Create New Vault

Hello

I don't use the vault, neither the local or the online one. I do know though that you should be logged into your Norton account first for the online vault ( In the Cloud). There are several threads about the vaults and from what I have seen, I think the online one is more troublesome. Norton is working on the vault problems I believe, but I have no clue as to when the problems will be fixed. I would recommend that you follow the other threads about the vaults and watch how they are progressing. If there are any features that  you would like to see in next years products, you can suggest them in the product suggestion section of the Forum.

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.
Kudos1 Stats

Re: Keep Getting Prompted To Create New Vault

I am not an expert on this Norton stuff but I have retired after more than 40 years in IBM mainframe and Unix platforms.   So I am not intimidated by this technology easily. 

After three attempts it seems that someone at Norton finally fixed it for me.  At least it hasn’t failed in the past week.  First, it was failing on three machines.  Two are Windows 7 and one is Windows Vista.  This was two different Norton accounts and two different IdSafe Vaults (mine and my wife’s).  All browsers were failing (Firefox, Chrome, & IE).  To get this fixed I had to open a support incident and ultimately allow remote access to all three machines (over several days).  Let me say this about that.  You should not use the same password for both your Norton account and your Vault.  That may be where some confusion comes when you are asked for your vault password.  Second you should not have to be logged in to your Norton account to open your vault.  Norton caches the information it needs in a local DB file.   However, if this has been corrupted or lost it will ask you to login to your Norton account before you can open the Vault.  When things are working correctly it even maintains the information needed across a re-boot. 

To fix it they uninstalled, reinstalled, deleted the local DB files, and hacked the registry.  Not something I recommend for mere mortals.  This was under Norton support incident ID: [Removed] if you want something you can reference.  FYI, I was told that the local Vault option is no longer supported in 2015 except for some legacy local vault accounts.   I cannot confirm this. 

I never had this problem in the past three or four years.  But all three of these machines were upgraded from 2014 to 2015 without first removing the earlier Norton products.  Usually I would uninstall, the install the new version.  All three machines started failing within a day or two and it took over a month to finally get it resolved.  The fundamental error is that Norton tries to create a new vault and puts you in an annoying menu loop.  The actual menus and messages are all over the place.   The problems are clearly intermittent.  If you keep hacking away, sooner or later (often an hour or so after you login to you online Norton account) it will start working, for a while at least. 

Good luck.  Either completely uninstall Norton and start over or open a support incident. 

[Admin Edit: Masking case ID to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Keep Getting Prompted To Create New Vault

Hello

Above post flagged for posting Case ID number.

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: Keep Getting Prompted To Create New Vault

Thanks RagsAce.  Good to know that I am likely not just overlooking something simple or straightforward.  I have been reading these forum threads as a member for over 6 years and I do not post very often because I can usually sort things out after reading the excellent help offered by commenters herein.  However, I have spent the entire last week trying everything I could to 'fix' my issue with Identity Safe. At least it works intermittently; not a very good or safe practice when trying to access your important accounts online via a password "cloud" that does not have a silver lining...

(I guess posting Case ID's is frowned upon)

Win 8.1 x 64_ i7-4700MQ CPU @ 2.40GHz_32GB Ram_NSBU v. 22.11.2.7_Free MBAM/MBAE_FFox v.57.0 (64-bit)_Chrome _Fast Startup is OFF.
Kudos0

Re: Keep Getting Prompted To Create New Vault

As a follow-up, my Identity Safe problems have all been resolved.

https://community.norton.com/en/forums/simple-workaround-norton-id-safe-...

Win 8.1 x 64_ i7-4700MQ CPU @ 2.40GHz_32GB Ram_NSBU v. 22.11.2.7_Free MBAM/MBAE_FFox v.57.0 (64-bit)_Chrome _Fast Startup is OFF.
Kudos0

Re: Keep Getting Prompted To Create New Vault

I have dealt with this issue over and over.   And you can't get anyone on phone support because the call log is so backed up.  I'm ready to drop Norton totally if this is not fixed.

And I had to create an 'new' account to post here, I've been a member here for years.  What's happening to Norton!!!! 

Kudos0

Re: Keep Getting Prompted To Create New Vault

If you were a forum user for some time, there is a new forum platform introduced last year. What you would have to do to get your old account back is try to log into your forum account using the old user name. Then use the forgot password link, and set a new password in the profile page. Remember to scroll down to the bottom of the page to click on Save. We all went through this as we made the transition.

For the log in issue, did you look at the link provided in the post just above yours?

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

Re: Keep Getting Prompted To Create New Vault

I did exactly what you said concerning logging on with the old user name and setting a new password.  It still labeled me 'newby'. 

And I did look at all the post above mine.  As stated in my post, I can't get through to support; and furthermore I am not looking for a workaround (band aide) fix.  Norton should be fixing this.  Appears adequate testing was not conducted or so many people would not be experiencing this issue. 

Kudos0

Re: Keep Getting Prompted To Create New Vault

Did you note where I said you need to scroll to the bottom of the profile page to save your new password? If you did not do that, you would not be able to log into the old profile.

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

Re: Keep Getting Prompted To Create New Vault

Yes, three times I have done that.  Each time I try to login here I have to get a new password!! 

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