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Kudos0

Password Manager Vault Creation

In my browser (Chrome/Windows10) when I try and open Password Manager it informs me that my vault is locked. I click open and I get a message that no vault is found, create vault. I type in the password x 2 and hint and after a few seconds processing, it simply returns to my browser screen but no vault has been created and round that loop I can go until I've had enough!

If I access Password Manager through my online account and try to open the vault it informs me that vault not found, create vault. I enter the password x 2 and the hint. After a few seconds processing (rotating circle icon) I get the message, "Sorry something went wrong please try again" and the rotating circle will just continue indefinitely until I close the page. If I try again, yes you guessed it, same MO and same message.

Can't think of anything else to do but shout HELP now, any thoughts?

Replies

Kudos0

Re: Password Manager Vault Creation

@John S Hetherington

For starters, select the three dots in your Chrome browser (upper right hand corner) and then select more tools and then extensions.  Is Norton Password Manager listed as an extension and is it enabled?  If it is there and enabled, select Details and see if it is version 6.7.3.1.  If it is not listed it needs to be installed.

Please let us know what you find out.

Kudos0

Re: Password Manager Vault Creation

OK, Password Manager extension is there and set to enabled. The version is listed as 6.7.3.1 

Kudos0

Re: Password Manager Vault Creation

OK, Password Manager extension is there and set to enabled. The version is listed as 6.7.3.1 

Kudos0

Re: Password Manager Vault Creation

After I checked that the extension was enabled and the correct version (6.7.3.1) installed on Google Chrome. I then opened the  Norton360 app on my laptop, My Norton option Device Security, option Performance, option Internet Security, option Password Manager. I got the message Vault Closed enter password. I entered the password and the vault opened. It was a vault I had created about two years ago and hardly ever used. However, the other issues as described in my original post still happen. I get the feeling I may have got some corrupted entries or links for my vault on the Norton servers? There is nothing in this old vault the I need or want to keep. 

Kudos0

Re: Password Manager Vault Creation

I was having the same exact problem. After talking with tech support on the phone, he was convinced it was my old vault also. It needed to be deleted.  However, I no longer have any other computers in my home that I can try logging into the old vault. Finally I stumbled into how to find it when I switched the Norton 360 security box (?)( when you double click the icon on desktop) to Classic view (under settings).  Then double click Internet Security, then click on Password Manager.  This allowed me access to my old vault - but you don't need to open it.  Actually, to delete it you need to enter the wrong password three times, which then gives you the option to delete the vault (with password verification - which is your normal account access...not the vault password).  Then it prompts you to create a new vault.  Problem solved. And it works off of the Norton password icon now in the upper right corner of the Chrome browser.

Accepted Solution
Kudos0

Re: Password Manager Vault Creation

Hi, I have just done the same thing with three password fails and deleted vault. Immediately gave me option to create a new vault which I did and everything is working as it should. Great solution and many thanks for sharing it with me.

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