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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

My Norton Vault log ins fail to be accepted by an increasing number of sites

For a while now I have had a problem with Norton Identity Safe - that being that a certain site would not accept the submission of my credentials even though they are correct.

I have tried all options, recreating the log in - and including auto submit - or not to auto submit. Nothing seems to overcome the issue.

This is now becoming more common - I now have several sites that do not accept submitted credentials from the safe.

I have used the feature  "Curent site -  options - report an issue with this site" several times but there is never any progress or response to these submissions.

I am guessing it is most likely to do with the individual sites - maybe security issues are at the root of this problem.

Inconvenient ? Yes it is - but not a disaster as it is currently only a few accounts that are affected BUT the number is growing. It may not be a problem that is resolvable by Norton and I will happily live with that but some feedback on the cause would appease my curiosity.

Replies

Kudos0

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

With the new browser extensions, the reporting method has changed. It is possible that the older reporting system did not get updated.

Try this new method.  From your browser, click on the ID Safe icon at the right of the browser address bar. Then be sure the vault is open. Then click the icon again, then on the 3 dots at the bottom right. Then click on Feedback and submit the web site information.

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

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

Thank you for time and prompt response.

Unfortunately your instruction are either imprecise  - Or you are looking at a different version.

My safe is open - I click on the "this page is secure" tab.

I do not see three dots anywhere in the drop down

I do see a "report this site" button but it is to do with suspected phishing.

Is it possible that different versions of the safe coexist?

I am running the latest version of Internet Security (I am informed by the checker)

Kudos0

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

The old Identity Safe  vault is now Norton Password Manager vault. The same feature, with a different name. It is now delivered as separate extensions for your browsers. It is no longer controlled by your Norton Security product.

Your reference to 'this page is secure' tab sounds like you are looking at the Norton Safe Web feature in your browser. If you have not already installed the Norton Password Manager in your browser, you can do this by opening your Norton Security product and clicking on the Online Security button. Then click on Browser Extensions. That will open a tab on your browser where you can choose to install any Norton browser extension you want. Install the Norton Password Manager. Then you will see a grey icon on the browser address bar. That is the Password Manager icon. 

Click on that icon and you will be able to sign into your Norton Account, and then into your Password vault. After you do that, clicking on the icon again, you will be able to follow the instructions I gave above.

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

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

Your assistance is very much appreciated but I am not having much success trying to follow your instruction.

When I open my Norton product I do not see a button identified as On Line Security ?

When I open my browser (IE11) I can navigate to "Manage add ons"

There is no Norton password in the available extensions

There is Norton toolbar and Identity Safe - which incidentally I am using.

I have seen a Norton Password page with all my log ins shown in icons once - so I must have installed it somehow ? sometime recently? but at this moment I cannot locate it to use it as an app or an extension or whatever the terminology is.

This Norton password page  incidentally seemed to appear when I did a subscription renewal and checked for latest version of my product. I vaguely recall it installing

Should I still be using identity safe ? Is it becoming obsolete in favour of Norton Password ? How do I get to this Norton password ?

I am not a mobile user in any sense - strictly at home boy - I suspect Norton password involves cloud saved data - not necessary for me - unless Identity Safe becomes UNSAFE due to obsolescence or lack of Norton support.

All of this has become an aside - while my real problem is trying to understand why certain sites no longer work with Identity safe.

Any views on that one would be more welcome.

Kind Regards

Kudos0

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

Sorry. I did not ask about the browser you are using. As you are still using IE, the original way you noted in your first post is the process you need to follow. You do not necessarily get any feedback on these submissions. 

The newer Norton Password Manager, NPW, is basically a renamed Identity Safe. It will use your existing vault the same way you have always used it. Your Identity Safe will be automatically updated when your Norton product runs LiveUpdate, or if you were using the newer browser extensions for Edge, Chrome and Firefox browsers, the extension would get updated automatically. 

If you do not see the Online Security  on your main Norton page, you may not have gotten the update to your Norton Securty product to version 22.16.0.247. Do not worry about this as the update is new and being rolled out in a phased manner. You should have it soon.

As to why sites no longer work as expected. Sites often change the code for their login process, possibly to make it more secure, etc. Until Norton is notified of these changes by users submitting the reports, they have no way to know about the changes. Once they know, they can change the code in the Identity Safe/Password Manager products.

Try submitting your troublesome web sites again.

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

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

May I too apologise because I also omitted to mention I was using IE11.

For reference my version number is 22.15.1.8 which seems a large variance with what you say is the latest - though that said I have no understanding as to the significance of each of the numbers in ascendency.

I was aware that feedback on reported issues such as failed log on's was not assured. I have also seen a long list of sites where issues have been resolved - just to see if any of the ones I have come across were there - and they weren't . At least I now understand I am not alone in this experience.

I have submitted multiple instance for individual sites as long as 2 years ago (Talktalk) but I can see there may be long waiting times to see resolutions happen - I will be patient.

Regarding the new "Norton Password". A couple of questions - there may be more.

1. Will the continuing update of this product ultimately reflect in the Norton Identity Safe Logo being replaced - i.e as it currently appears in my browser (IE11) ?

2. As it stands - I can see my safe credentials in the Norton password. As it stands I find accessing this is very cumbersome as I have to go into my on line Norton account. Should there be a quick access to this product page ?

3. While visiting the Norton Password and seeing all of my log in credentials on view - I find it slightly unnerving that this data is somewhere else other than on my PC and I don't quite know where. 

4. Also it is quite puzzling that whilst they are on view they do not appear to be functional  - i.e they don't appear to log me into anything ?

Am I missing something here ? - I make that five  questions including this one.

Finally thank you so much for being patient with me.

Your assistance is very much appreciated

Kudos0

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

Regarding the new "Norton Password". A couple of questions - there may be more.

1. Will the continuing update of this product ultimately reflect in the Norton Identity Safe Logo being replaced - i.e as it currently appears in my browser (IE11) ?

If you have already gotten the update to your Norton Security product that shows the new Norton Password Manager instead of Identity Safe, you should already have the new icon on the Norton Toolbar in IE.

2. As it stands - I can see my safe credentials in the Norton password. As it stands I find accessing this is very cumbersome as I have to go into my on line Norton account. Should there be a quick access to this product page ?

I'm not quite sure what you are asking here. While using IE, if you click on the Vault is Closed, and open your vault, you should be able to list all your logins. Just click on Vault is Open and then click on Logins. The list will be displayed to the right. There is no need to go to your Norton Account web page to open the vault from there. 

3. While visiting the Norton Password and seeing all of my log in credentials on view - I find it slightly unnerving that this data is somewhere else other than on my PC and I don't quite know where. 

From the NWP FAQ 

4. Also it is quite puzzling that whilst they are on view they do not appear to be functional  - i.e they don't appear to log me into anything ?

If you are referring to having logged into your NPM vault in your Norton Account from a browser, you can go directly to a site from the listing of logins. Hover your cursor over the login you want to use and you will see a little right arrow. Click on that and it will take you to the site.

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

Re: My Norton Vault log ins fail to be accepted by an increasing number of sites

Thanks again for getting back to me - and answering all my questions.

Just to explain - as you answer question 1 - I can see by your illustration what I eventually will see but at the moment  until I get the update previously referred to - I still see Norton Identity Safe.

That is why in the context of question 2 - if I can further explain - I appear to be seeing my data in two locations - i.e it is in Norton Identity safe accessed in my browser - BUT I also see it in the new Norton Password manager that I can access from my Norton account.

When I say in two locations - I should further explain that my credentials in the safe have always - to the best of my knowledge - remained local - i.e. on my PC. I have declined to use, whenever offered, the cloud facility simply because I do not use the identity safe in a mobile situation. It has no benefit for me.  That said it doesn't look as if I am going to have any choice ultimately. In fact that was the bit that unnerved me because I didn't recall consciously setting up the NPM in the cloud - though I must have done without truly understanding it. Am I the only one struggling to understand all this ?? - a rhetorical question  - please don't respond.

In sending me the illustration I can see that the identity safe as it is  will be superseded by the NPM - eventually - which basically - along with answers to Q3 & Q4 solve my issues.

Whilst the NPW data will reside in the cloud I am presuming I will still be able to back this up as I been accustomed to doing. - By the way  I don't require you to answer that question. I am sure I will sort this out when the update arrives and I get more familiar with the new titles and functionality.

Once again - Thanks for your assistance 

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