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Kudos0

Lost all logins

I have used Identity Safe on my laptop for years with no issue. (Windows 8)
Yesterday I loaded ID Safe on my iPad and IPhone5.
To sync my logins to the mobile devices I needed to sign-in on the Norton website and upload them.
As of last night, everything worked great. I had the logins on all three devices.
This morning I went to log into the Vault on my laptop and it asked for my web login, not local, and all logins are now gone. I went onto the two mobile devices, and watched them disappear! Help!
Norton 360 on Windows 8

Replies

Kudos0

Re: Lost all logins

Hi scottkersey,

You mention Local vault - did you in fact have one and did you select the Option to Sync Data Online?

From the Help for that option:

The Sync Identity Safe Data Online window lets you move your Identity Safe data from local vault to online vault. When you move the data from local vault to online vault, the data from the local vault is permanently removed.

That would explain your Local Vault data being lost, but I have no idea what happened to your data on your iPad or iPhone. I have never had that occur with my iPad, but I am not an avid iPad user - so others may have ideas about what is going on.

Kudos0

Re: Lost all logins

Thank you for the response.
I believe that I was required to change to keeping passwords online, so that they could be accessed by the iPad. I'll have to check when I'm back home and I'll advise. Thanks!
Kudos0

Re: Lost all logins

If you had a local vault before moving the logins online, you could still have access to the local vault.

From your PC, click on Vault Closed on the Norton Toolbar. On the log in screen, look for a link for 'I want to log into my local vault'. If you see that, click on it and log into the local vault.

If you are able to do this, you need to make a backup of your Identity Safe data. Click on the Vault Open button on the Norton Toolbar. Then click Settings and Export. Save the files in both .DAT and CSV formats. It is preferable to save the data to a thumb drive if possible.

Now you can sync your data online again. Click Vault Open and log out of your local vault. Also make sure you are logged out of your Norton Account. Now click Vault Closed and look for the link to sync your vault.

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

Re: Lost all logins

Thank you for responding.
Unfortunately I don't show the local vault option at all.
It appears that all of my passwords may be gone. I can't imagine trying to reconstruct the 200 logins that I had accumulated.
Any more suggestions please?
Kudos0

Re: Lost all logins

Do you happen to have a backup of your ID Safe data?

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

Re: Lost all logins

Unfortunately, no, I do not have a backup.
Kudos0

Re: Lost all logins

Which version of what Norton product did  you initially install? And what version do you now have? Click on Support - About on the main Norton screen.

You note Win 8. Did you do a clean install of Win 8, or did you upgrade over an earlier Windows version?

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

Re: Lost all logins

The PC came with Windows 8.
My current N360 version is 20.4.0.40
I'm not certain what my previous version was, however I've run this current version since June without issue.
The problem arose because of something related to my adding the mobile version to my iPad and iPhone. I then uploaded my logins to the online, and this morning they were gone.
Thanks.
Kudos0

Re: Lost all logins

Hi scottkersey

Can you clarify the date when you changed from local vault to on line vault?

Would there be anything in recent history on the laptop or the mobile device?

ATB

intesec

Kudos0

Re: Lost all logins

Hi scottkersey, no promises but I feel worth a try.

I am not a Windows 8 user, but can provide dual locations and instructions for your attempt to retreive the logins. As I said you may need to slightly modify the instructions fro Win 8 - but the basic procedure wold be the same. 

Please be advised the numbers behind the N 360_ may be slightly different. Also the S-1-5-21 is a random generated number and the ending of it may be different from what I have shown below.

Also, please make sure you are logged out of your Vault before copying the folder to the new folder location. If you do not log out - the information you seek cannot be copied and it will throw an error.

Conversly, when you try to Import, you must be logged into the Vault in order to see the Import function.

XP:

C:\Documents and Settings\\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.1.0.24\IdentitySafeDataStore



In Vista/Win 7:

C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_20.1.0.24\IdentitySafeDataStore\S-1-5-21-1845553030-3031872880-4008053321-1001\

The Program Data Folder may be hidden in windows 7. so first choose Computer -> organize -> folder and search options -> view -> show hidden files and folders -> apply

1. Copy the IdentitySafeDataStore folder to a new folder in a convenient location on your computer.
2. In the Identity Safe Settings Window select Import Data > Configure [+]
3. In the Import Identity Safe Data window, 'Browse' to the new folder you just created in step 1
4. Double click the folder to open it and select the file IDDStore2 > Open.
5 .Under 'While importing data', select 'Merge with existing data' and click OK. You may be prompted to enter the password for the old data.
6. If you have changed any login credentials for a particular site since the older data was created, you will be presented with a Data Conflict window. Select which login version you wish to keep and click OK.
7. OK your way out and check that the merged logins have been added and are working.

Let us know how things work out.


Kudos0

Re: Lost all logins

I changed from local to online vault the evening of 8/27; I lost my logins the morning of 8/28.
I'm not sure if the pc would have history or not.
Thank you for responding.

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