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

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton Identity Safe does not recognize existing logins

I start off by trying to logon to a website I have logged into for years and Norton Security fills in the information and it comes up invalid. Then I look to see what login is being used. None of the logins identified are even close to the website or information provided. The next thing is to create a new login and low and behold it won't accept it because there is already a login with that id and pw. So I look up the password in the Identity safe and shades of Houdini - it doesn't exist.

Q. How do I get this to work the way it did in the past and recognize the existing PW? Is this now the Norton way, lock people in and throw away the key? In the last 6 months I have had more issues with the Security Suite than I have had in the last ?? years. I got away from McAfee because they did things in the background that locked up the computer and literally took the computer down to  a crawl. Looks like I am going to have to look for another program once again.

Replies

Kudos0

Re: Norton Identity Safe does not recognize existing logins

You mention the Security Suite. Is your Norton product from your ISP? We need to know because the ISP version and the retail versions use different kinds of vaults and will require different solutions.

So you have a backup of your vault?

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

Re: Norton Identity Safe does not recognize existing logins

The Security Suite is provided through Comcast.

Kudos0

Re: Norton Identity Safe does not recognize existing logins

Comcast uses a version of Norton Security, but the ID Safe uses the local vault.

Have you ever made a backup of your vault? If not, please do so now so you at least have something backed up.  How to export your Identity Safe vault.

You may benefit from a fresh install of your product. The Comcast version can be a little different, so I'll ask our resident Comcast guru  @yank to step in here to help you.

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

Re: Norton Identity Safe does not recognize existing logins

Hi cadam,

I also assist on the Comcast Forums with Norton, so please try to follow what I am saying.

From what I can see - it is not the password that is the problem, but rather the user name.  A simple change of the user name will probably make things work such as JohnDoe, JohnDoe1,JohnDoe2 etc.

If the site specifically asks for an email address for a user name, as an example I have 3 Delta airlines log-ins and the user name requires email addresses, so I use JohnDoe @Comcast.net, JohnDoe @gmail.com and JohnDoe  @Hotmail.com.  I also have two log-ins for the same URL to submit logs to Norton for evaluate and I use username for one user name and upload for the other. The first logs me onto the site and the 2nd is used to upload the log.

I have also seen cases where if you need to delete the current existing log-in, before you can create a new one with the same info.

As far as the missing password goes - there has been reports of either password, user name or both disappearing from Identity Safe - but that is supposed to being worked on by Norton. 

Also an update to version 22.9.4.8 update is available via LiveUpdate.

Please let us know how things go with the info provided above.

<EDIT>  That peterweb types faster than I do and an excellent suggestion to make sure you do a manual Backup of you Identity Safe Data - I usually do a .dat and .csv backup.  .dat is encrypted and .csv is a text file opened with any text editor that you can actually read.

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