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Kudos0

My vault disappeared from my Norton toolbar

I did a routine restart of my laptop the other day, and my vault disappeared! I still have the toolbar and search window, but three dots appear where the Vault used to be.

I didn't update to Firefox 41 or 42 because I wanted to keep the toolbar & vault and I read about all the issues, and until now I haven't had a problem. Since I didn't make any changes, the disappearance of my vault is a total mystery.

The three dots are clickable to a window with toolbar options, but there's nothing in it that relates to the vault, other than import/export options.

I cleared cookies and re-started; no change. I did a system restore back to before the vault disappeared; no change. I ran several Live Updates and restarted; no change; I turned off the browser's password manager; still no change.

I can still access the vault, but without it appearing on the toolbar nothing auto-fills. Searching for passwords and user names, or wallet numbers, then copy/pasting is a real time-consuming pain. The ONLY reason I use the toolbar is for the vault!

So what are those three dots, where did my vault go, and how can I get it back on my toolbar?

Thanks!!

Replies

Kudos0

Re: My vault disappeared from my Norton toolbar

Hi SusiePC,

It sounds like you were updated to the latest version of Norton and the patch was applied when you rebooted.

Are you using the Stand Alone Identity Safe (free) or as part of a Norton product such as Norton Security or perhaps N 360/NIS?  If a full product - what is the version number?  Help > About

Kudos0

Re: My vault disappeared from my Norton toolbar

I'm not really sure what you mean by a Stand Alone - right now I have Norton Security Premium with Backup. I've used several different versions over the years as my needs changed, and I've always had access to the same vault. (With one exception when I granted a Norton tech remote access to resolve a Firefox compatibility issue - he accidentally deleted my vault, so I had to start from scratch. What a nightmare! But that was 4-5 years ago. Live & learn.)

I still have the vault and I still have the toolbar. I just can't figure out how to put them back together again to take advantage of the auto-fills. It feels too much like a Humpty Dumpty thing, and all the king's men have come and gone. :-)

Thanks so much for helping me with this, Yank.

Kudos0

Re: My vault disappeared from my Norton toolbar

HI SusiePC,

Thanks for the info.  Please go to the main page of your NS Premium, select Help and then About.  Is your version 22.5.5.15?  If so, that is the most current version and I will also assume you are using Firefox as your browser. In that case, see the following as it applies to your case:

https://community.norton.com/en/forums/faqs-norton-toolbar-compatibility-issues-firefox-42

There are a few workarounds until the Norton Toolbar is back to full functionality - one of which is the copy/paste you are using.  I am using Internet Explorer 11 and have full function of the vault.  I understand that Chrome also permits  full function as in the past with the auto fill. 

I understand most folks do not like to switch away from Firefox, but sometimes something working is worth the switch until Firefox is back to full function.

The three dots have been there for quite awhile (unless you were on a much older version of Norton).

Kudos0

Re: My vault disappeared from my Norton toolbar

Most of the problems mentioned were with Firefox 42 and I'm using 39, which has never had a compatibility issue with the toolbar & vault. The workarounds are what I'm doing now - searching, searching, copy/pasting . . . a total time-consuming pain. It would be easier to have a piece of paper handy with all of my IDs & passwords hand written. To be honest, the only reason I keep coming back to Norton is for the Vault auto-fills.

I have no particular sentiment toward Firefox, but too many of my vendors don't play well with the other browsers. I initially switched from IE because I couldn't load images and docs correctly, and my vendors told me Firefox would be necessary for total functionality. And to be honest, IE causes me so many problems I rarely go near it - it's constantly crashing and is slower than molasses.

I do use Chrome for some things, but I can't access my toolbar there at all. I've checked with Chrome support, and the only action they recommend is running Live Update, which I've done so many times my finger's sore. The number of other Chrome users with the same complaint is crazy.

So it sounds like I'm stuck with a useless toolbar and with workarounds that are more trouble than they're worth. And this "wonderful" Norton product won't function with two out of the three major browsers. I know Norton likes to blame Firefox for the lack of compatibility, but with Chrome having the same issue, it seems to me that Norton could use a few new developers.

That said, I do appreciate your help, Yank. Thank you.

Kudos0

Re: My vault disappeared from my Norton toolbar

Hi SusiePC,

Thanks for the additional information in regards to your situation and I'm sorry I can't seem to help you anymore - I'm just a Norton customer - the same as you and can't do anything to light a fire under someone to get this situation sorted.  I am curious of which Operating system and version of Internet Explorer you are using and having crashes/slowness with.

Kudos0

Re: My vault disappeared from my Norton toolbar

I have Win 7, IE 11. (I tried Windows 10, didn't like it.) I honestly don't know why I have so many problems with IE when others swear by it, but I do.

Website graphics never seem to load properly, and internal search bars are always a mess; sometimes they don't appear at all. And as I said, I have trouble uploading images from certain websites. As for the crashes, at least once or twice a day everything starts slowing down, then IE either crashes or freezes to the point I have to reboot.

Sometimes two entities have bad chemistry & simply can't work together, and that pretty well sums up IE and me.

Kudos0

Re: My vault disappeared from my Norton toolbar

Hi SusiePC,

I know exactly what you mean about bad chemistry - I refer to it as "not playing nicely".  I have seen it too many times where on certain user's systems (mine is not an exception) there is a program or two that does not play nicely with the rest of your system.  I am seeing it right now with my android phone and Norton Halt, while on other androids Norton Halt is working perfectly.

As I said, I am currently on IE 11, there was a time not too long ago where I also had repeated situations with IE11 and I went back to IE 10 for about 6 months.  About 2 months ago I reinstalled IE 11 and have had much better luck since then - don't know why?

Kudos0

Re: My vault disappeared from my Norton toolbar

Hello

In about a month's time, only the newest IE will be supported by Microsoft.  So if using Windows 7, only IE 11 will be supported. Maybe when that starts, Windows Updates will work better and not break users computers. There won't be as many different makeups of computers to have to test out their programs.

Thanks.

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: My vault disappeared from my Norton toolbar

Too funny, Yank, and too true.

I try to be really careful every time I get an update request. Firefox bugs me multiple times daily to upgrade to 42, but I never update until I check out the issues. Generally, if the Norton Toolbar is a problem, I don't upgrade. And so here I sit with 39.

I've done the same thing with Firefox that you did with 11/10, gone back to a previous version with fewer problems. And the System Restore has become one of my best friends. This time when I did a Restore, I not only lost the toolbar, I lost Norton altogether! (I went back only 2-3 weeks, so I don't know where it went - into hiding from  me, presumably.) With trembling fingers, I finally did another Restore and this time the toolbar & search box returned, but no vault. I'm constantly fighting the temptation to try it one more time.

(I don't know why this didn't post when I saved it - I came back today and it was still in the comment box, even though I posted it yesterday. It seems like everything tech is starting to turn on me.)

Kudos0

Re: My vault disappeared from my Norton toolbar

Thanks for the info, floplot.

Kudos0

Re: My vault disappeared from my Norton toolbar

SusiePC - FWIW:

System Restore is known to break Norton products.  It makes sense if you think about it, as some of the Live Updates are based on previous updates (sequential) and also the defs are outdated after a few days, so going back two weeks with Norton, can in fact permit your to go back to before one or two version updates, and older defs.  Also Norton Tamper Protection in some cases causes System restore to not to be able to run at all - as Tamper Protection prevents changes to be made to Norton.  I have seen some success with system Restore y turning off Norton Tamper Protection and only going back a day or two, but still have to run LiveUpdate multiple times (until it responds "no updates found") in order to get the defs etc up to date.

In regards to hitting SAVE and it not posting happens from time to time.  Also sometimes it takes a few minutes for your post to show up.  There have been various reports of this and other cases of "not playing nicely" happening on this forum.

Kudos0

Re: My vault disappeared from my Norton toolbar

Thanks - I'll resist the temptation to hit the SR button. So far, though, after using it many times over the years, it's always given me positive results. The only reason I resisted this time was I figured two was enough. And I never go past the last "critical update".

Kudos0

Re: My vault disappeared from my Norton toolbar

SusiePC-

I have NIS 22.5.2.15

Firefox is 40

Add-on is 2015.5.2.22

Norton Identity Safe is fully working.

There is a auto download that happens the disables the Add-on 2015.5.2.22 and installs 2015.5.6.86.

Then the Norton Identity Safe is broken.

Here is the Fix That worked for me:

Open your NIS Settings.

Open Identity Protection.

Click on Identity Safe Configure.

Click Settings Gear at the bottom.

Import/Export and Export your User/Password file.

Next, Uninstall NIS. Reboot will happen.

Reinstall NIS and complete the first Live Update, and apply the patch.

Norton Identity Safe should be working.

But, as soon as 2015.5.6.86 downloads again, it will be broken.

I am trying to stop this by turning off the "Automatic Download of New Version".

Kudos0

Re: My vault disappeared from my Norton toolbar

Tzmandan:

I am trying to stop this by turning off the "Automatic Download of New Version".

That will not stop the download of updates.  A "New Version" is when going from version 21 to version 22 - that setting will not stop it from going from 22.3 to 22.4 or 22.5 for example. 

Kudos0

Re: My vault disappeared from my Norton toolbar

Tzmandan, You had me until:

"Next, Uninstall NIS. Reboot will happen; Reinstall NIS and complete the first Live Update, and apply the patch."

(Before I continue, please take note that I'm blonde AND I can be technically challenged. So please speak slowly and in simple, single-syllable words a 5-year-old would understand.)

I followed your instructions, exporting my usernames/passwords using a DAT file and saved it in my docs. To make sure everything was okay, I tried to re-import it - it was nowhere to be found with the file name I used to save it. Apparently, my Windows doesn't support DAT files. So I exported again using a csv, but the same thing happened - It was nowhere to be found when I tried to import it, and when I found it in my docs folder (and NOT with the name I used to save it), it had to be converted to a different format before it would open. Since I don't want to risk losing my existing vault, I didn't proceed to uninstalling - I don't want to uninstall anything until I know the vault is safe.

Some time back, I was having a problem syncing everything to Firefox (don't recall the exact issue), so I called Norton for help. The tech asked for remote access, which I trustingly & ignorantly granted. The tech had no clue what she was doing and deleted my entire vault. Starting from scratch to get back years of saved passwords was a nightmare, as you can imagine.

Anyway, since that happened I'm extremely cautious about doing anything that could damage or, God forbid, delete my vault again. And uninstalling NIS, it seems to me, might do just that, especially since I seem to be unable to re-import it.

So . . . When I uninstall NIS, won't I lose my vault?

My current subscription to Norton Security Premium expires in about a month. Is there a Norton product available that actually has a working toolbar vault? (I'm open to suggestions.) I'm hoping that at some point, Norton will finally have the compatibility issues resolved with one of the Firefox upgrades at the time of release, but that seems highly unlikely because it feels like it's not much of a priority for Norton. It can't be THAT hard, can it? I'm still on 39 because until this latest issue, my vault was working just fine on the toolbar. Now Firefox wants me to upgrade to 43, but according to Norton, the vault is incompatible with 43. (Who didn't know THAT!!)

Here's my next question: According to Norton, "We will be releasing another compatibility update to restore VAULT features to the Norton Toolbar on Firefox 41 & 42." If I upgrade to 41 or 42, will my vault come back once this is done? And how will I know when it IS done?

Thanks for all the help!

Kudos0

Re: My vault disappeared from my Norton toolbar

SusiePC:

Tzmandan, You had me until:

"Next, Uninstall NIS. Reboot will happen; Reinstall NIS and complete the first Live Update, and apply the patch."

(Before I continue, please take note that I'm blonde AND I can be technically challenged. So please speak slowly and in simple, single-syllable words a 5-year-old would understand.)

Sorry SusiePC, but I can not resist this opportunity to inject some humor - for both of us!  Do you resemble the following?

I will do my best to continue slowly and in single-Syllable words. All kidding aside I do appreciate trying to assist someone who has a sense of humor - in order to keep the pressure off! 

I followed your instructions, exporting my usernames/passwords using a DAT file and saved it in my docs. To make sure everything was okay, I tried to re-import it - it was nowhere to be found with the file name I used to save it. Apparently, my Windows doesn't support DAT files. So I exported again using a csv, but the same thing happened - It was nowhere to be found when I tried to import it, and when I found it in my docs folder (and NOT with the name I used to save it), it had to be converted to a different format before it would open. Since I don't want to risk losing my existing vault, I didn't proceed to uninstalling - I don't want to uninstall anything until I know the vault is safe.

I hear what you are saying and have to wonder about that, as I have just manually exported mine, saved to a Notepad file and was able to locate it  (where I saved it to) and Imported it and all worked as advertised.

Some time back, I was having a problem syncing everything to Firefox (don't recall the exact issue), so I called Norton for help. The tech asked for remote access, which I trustingly & ignorantly granted. The tech had no clue what she was doing and deleted my entire vault. Starting from scratch to get back years of saved passwords was a nightmare, as you can imagine.

Anyway, since that happened I'm extremely cautious about doing anything that could damage or, God forbid, delete my vault again. And uninstalling NIS, it seems to me, might do just that, especially since I seem to be unable to re-import it.

I can certainly understand your concern and hesitation in not wanting to lose your ID Safe Data again.  Let me just say that I and others have removed, reinstalled, ran the Norton Removal Tool in between those actions and have not lost our  ID Safe Data.  However we understand  Murphy's Law and always suggest to Export your ID Safe Data prior to uninstalling.  Most of us Gurus suggest doing the Export in both .dat and .csv format.

So . . . When I uninstall NIS, won't I lose my vault?

You should not lose you ID Safe Data, but w all feel safer (human nature) knowing we have an Exported copy we can Import.

My current subscription to Norton Security Premium expires in about a month. Is there a Norton product available that actually has a working toolbar vault? (I'm open to suggestions.)

As I suggested before - I am using IE11 with Norton Security Premium on Win 7 with a fully functioning ID Safe password manager. It is based more on the default browser than the Norton Product!

I'm hoping that at some point, Norton will finally have the compatibility issues resolved with one of the Firefox upgrades at the time of release, but that seems highly unlikely because it feels like it's not much of a priority for Norton. It can't be THAT hard, can it? I'm still on 39 because until this latest issue, my vault was working just fine on the toolbar. Now Firefox wants me to upgrade to 43, but according to Norton, the vault is incompatible with 43. (Who didn't know THAT!!)

Here's my next question: According to Norton, "We will be releasing another compatibility update to restore VAULT features to the Norton Toolbar on Firefox 41 & 42." If I upgrade to 41 or 42, will my vault come back once this is done? And how will I know when it IS done?

Thanks for all the help!

At present the Password Manager function does not work on FF - to the best of my knowledge - regardless of which version you are using.

All that said, I believe you still have NS Premium installed on your system. As a test, open IE11, log into your ID safe via the NTB (Vault is closed button) entering your Norton account email address and Norton Account Password.  Then log into your Online Vault (using the Online Vault password).  Select the 3 dots in the Norton Toolbar and then select Open Identity Safe Settings.  Select the Import/Export Tab and see if there is a checkmark in the Enable automatic backup at the bottom of the tab.  If so click on the Backup folder link - that should take you to your "automatic backups" (look for the most recent date).  That should serve you nicely as your Export of your ID safe Data - in case you lose it during the uninstall.

Sorry for the length of this post and I sure hope it all makes sense  and you cn follow what I am saying.

Please let us know how things go.

Kudos0

Re: My vault disappeared from my Norton toolbar

Hello SusiePC

Firefox is up to 43.x.x and unfortunately, the Norton Vault for Firefox is not completed yet..  So if you update to 41 or 42, you would have to use a workaround in order to use your contents of the Vault. You can use the contents of your Vault by using IE 11, Chrome, Firefox on your cell phone, using the portal itself. Some Firefox users are using other password managers like FastPass or Dashlane and keeping their Norton product. You can also use temporarily the password manager from Mozilla.

Thanks.

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: My vault disappeared from my Norton toolbar

Thanks, folks!

Yank, where did you get my pic?? Way too scary! But it wasn't as crazy as it looks - I'd just bought a new ceiling fan . . . It was quite entertaining!

Floplot, I do use Chrome, and not only can't I access the vault, I can't get the toolbar at all. According to my settings, the toolbar is there. But apparently it's invisible. I've gone to the boards and it's a widespread problem with Chrome users.

As for IE 11, I just can't use it. While it's gold for a lot of users, on my computer it's slow as molasses and is constantly freezing. I'm rebooting multiple times throughout the day, and since I'm in ecommerce and need my computer to run smoothly for loooong periods of time, I can't deal with the continuous issues. (For IE 11's impact on me, see Yank's picture.)

Right now I am using the FF password manager, and when that doesn't fill, I manually search my vault. But that's a time-consuming pain compared to the way it's supposed to work.

Yank, I'll try to export the vault from IE to see if that makes any difference, and I'll let you know. But . . . . won't I be doing the same thing next month when I renew? Won't I uninstall and reinstall at that point?

The aggravating part: There are a lot of effective anti-virus programs on the market. The only reason I continue to use Norton is for the toolbar vault. Without it, Norton has no advantage over the others.

Kudos0

Re: My vault disappeared from my Norton toolbar

And . . . Considering that Chrome is the No. 1 browser these days and Firefox is No. 2, Norton is acting in extremely poor faith with its customers when it comes to supporting its own product. For me, the vault works only on IE 11, yet almost 3 times as many people use Firefox than use IE. The techs need to get on the ball. It's nuts that the Norton product won't work on the top two browsers, which account for almost 87% of all users. Do they need new techs? Or do they need to send the techs they have back to school? Why have a product that works for only 7% of its users?

My guess is that Norton makes sure everything is compatible with IE first since IE used to be the most-used browser. But it hasn't held that spot since 2008.

Norton's No. 1 priority should be to make sure the product is compatible with the top two. I'm really disappointed with Norton, and with the techs who work for Norton.

Kudos0

Re: My vault disappeared from my Norton toolbar

SusiePC:

I hope the Holiday's were good for you.

The Norton Tech that logged into my computer clicked here and there and did not listen to what I had learned or experienced.

He then refereed me to "www.norton.com/firefox" (something close to this)

Getting a good backup of your vault save a lot of re-saving of users and passwords.

Open your NIS Settings.

Open Identity Protection.

Click on Identity Safe Configure.

Click Settings Gear at the bottom.

Import/Export Tab

      Export your User/Password file.

      New info: At the top it says Save in:

      Change it to "Documents"

       Create a new folder. (Little yellow folder with a orange * in the corner)

       Name the Folder "Norton Identity Backup"

      Name the File the current date.

      Set a password to protect the . DAT file.

      Click Save.

Then: Uninstall NIS. (Removing all user settings.)

     After Norton is uninstalled, Reboot your computer

     Re-download and install NIS.

     Run Live update. (it will have 19 or 22 updates to install)

    Apply the Patch.

Then At the primary NIS screen, Click the Identity Box.

    Click the "Norton Toolbar: Configure"

     It will open Firefox. Follow those directions.

Then: Its time to import your user/Password file.

     Open your NIS Settings.

     Open Identity Protection.

     Click on Identity Safe Configure.

     It will have you put in a password, then repeat.

     Look for the word "Import" on the left of the window.

      Import your User/Password file.

     Enter the password you saved with the .DAT flie.

     Choose, Replace the existing data with imported data

So far I still have a working Norton Tool Bar.

turning off the "Automatic Download of New Version" is working.

Kudos0

Re: My vault disappeared from my Norton toolbar

That's exactly what I did. Twice. But I wasn't going to uninstall until I could verify that the vault exported properly.

Kudos0

Re: My vault disappeared from my Norton toolbar

This might sound simplistic, but have you checked your extension settings in Firefox (click  and then Add-ons) and Chrome (Click  and then More tools > Extensions) and then remove the extensions, then in the identity vault interface within the Norton produce, click the gear icon to get to the settings page. On the general tab, under Browser Extensions, re-install the extension. 

As for uninstalling, keep in mind that your vault is kept in the cloud, so that it will be accessible across devices (for example, if you have NIS on your phone or tablet, you're accessing the same vault data. If you uninstall the product, simply pay attention to the uninstall wizard and do not tell it to remove your vault. (As I remember, there are a number of points, when trying to delete a vault, where it asks if you're sure - and really, really sure - that you want to do so.) 

Hope that helps!

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