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Kudos0

NIS won't sync to Android after recent sys maintenance

On June 14, 2017 I discovered that the Norton Identity Safe Servers were down when I tried to add a new Android phone; previously had an Android .tablet (Nexus 7 2013)  with no issues for several years. The next day the servers were back up and I could once again access the vault on my Win 7 desktop. But when I tried my tablet and phone I had only a small handful of logins (18 of about 150) available as well as only two Notes from 18 on the desktop. 

I tried deleting the NIS app from both phone & tablet but when re-installed I have the same results. Chatted with Norton on two occasions with no solution. They said the account should sync within 24 hours; it's been days and still bad. But since this app was free, it wasn't their concern; contact the Community for support!

It's almost as if there are two separate account vaults; desktop and mobile.

I was using this vault for the past several years and really don't want to replace the functionality and convenience (provided the servers are up) ..

Can anyone offer a solution? Thanks for the help!

Replies

Kudos0

Re: NIS won't sync to Android after recent sys maintenance

Try going into Android Settings - Apps and look for the ID Safe app. Clear the app data, restart the device and try to log back into your Norton Account and then the vault.

And to confirm. Are all the 150 logins available from your Windows computer?

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

Re: NIS won't sync to Android after recent sys maintenance

Thanks for reply. Confirmed 150+ are on desktop win 7. Have removed app several times. Just now tried changing my vault id on w7 and now won't take the vault id on my android Nexus 7 tablet. On android phone: I was able to login with pin and had only the few. Closed vault, and logged out, tried to Sign in to account - locked out 10 mins, too many attempts. Waited and retried. Same. Frustrated. 

Went back to vault on w7. Account login is valid.

Kudos0

Re: NIS won't sync to Android after recent sys maintenance

When you removed the app, did you restart the device before reinstalling? That can help ensure the app data has been removed. 

Having said that, there have been ongoing issues with ID Safe on different platforms and browsers behaving differently.  What browser are you using on the Win 7 system?

If you log into   https://identitysafe.norton.com   from your computer, do all logins appear?

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

Re: NIS won't sync to Android after recent sys maintenance

Thanks for the input. Removed from android device & restart before install again. This time used firefox to log direct as above. Still fails at Vault Id. There may be a hint here: the password hint displayed is NOT what was set on w7 desktop, but is a former assignment, but even the former vault passwords are rejected.

Kudos0

Re: NIS won't sync to Android after recent sys maintenance

Does anyone know how the vault database of logins, can be moved or copied from the w7 system to the android mobile devices to at least get back to a usable state?

Tried email the .dat file to myself & also used usb file transfer but cannot find where the data is stored and there is no apparent Import or Save function.

Accepted Solution
Kudos1 Stats

Re: NIS won't sync to Android after recent sys maintenance

Solved!

TS walked me through the problem. Somehow, my Vault on the Win7 system got marked as a Local Vault. To fix, the current vault was Exported to desktop, and then was Imported back.

Once done on W7, the android devices were restarted without problems. 

Thanks to all!

Kudos0

Re: NIS won't sync to Android after recent sys maintenance

The local vault issue was what I was wondering about when I asked if you could log in at the web site. I was wondering if you had used the cloud vault before with the Android devices and had the logins sync.

Glad you found a solution in the end.

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

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