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Kudos0

"Sorry, something went wrong. Please try again"

WIndows 10 64-bit, Norton Security 22.9.3.13, 53.0.2 64-bit. Every time I try to open my vault in FF, it opens a tab briefly then I get a pop-up stating, "Sorry, something went wrong. Please try again".

I have done the uninstall/reinstall, rebooted, logged out of Norton, disabled ALL extensions/add-ons. I have done everything I can find in previous posts having anything to do with Identity Safe. This is the second time in several months this has happened. Does it work in other browsers? Sometimes. Does that matter to me? No. I cannot do a lot of what I need to do in those other browsers. That's why I am posting this. If I COULD use another browser, I would.

I am paying to use this antivirus package yet cannot use a very important part of it. When do I get my service back or a complete refund?

Replies

Kudos0

Re: "Sorry, something went wrong. Please try again"

Hello Spockman Have you disabled "fast startup" in your Windows 10 install?

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
Kudos2 Stats

Re: "Sorry, something went wrong. Please try again"

Hello

When new versions first come out, strange things can happen. This is why the product is given out in a phased in manner. To check for any possible bugs.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: "Sorry, something went wrong. Please try again"

SoulAsylum:
Hello Spockman Have you disabled "fast startup" in your Windows 10 install?

Yes. It did not help.

Kudos0

Re: "Sorry, something went wrong. Please try again"

I've got this problem too - I'm stuck in the eternal loop of:

  1. Try to log in to Vault (via one of the grey pawn icons in the sign in field and the pop-up sign-in box), go to the moz-extension vault-unlock.html page, get "Sorry, something went wrong. Please try again." pop-up message.
  2. Click on the grey pawn icon again, this time get a pop-up of "Your session has expired. Please log into your Norton account."
  3. Click on the grey pawn again, head off to https://login.norton.com/sso/idp/OIDC, sign in with my Norton id OK, takes me straight to the moz-extension vault-unlock.html page again, enter vault password, and *boom*: "Sorry, something went wrong. Please try again." pop-up message.

Repeat ad nauseam.

Windows 10 Pro (v1607), Firefox version 53.0.2 (32 bit), Norton Live Update all happy.

Kudos0

Re: "Sorry, something went wrong. Please try again"

@ Dr Russel Haines You seemingly have ran live update until no updates are present and rebooted correct? Your Norton version should be 22.9.3.13 I followed your link and get a similar error. Is this what you are seeing also? Thanks.

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
Kudos0

Re: "Sorry, something went wrong. Please try again"

I have the same problem with Edge: Norton Identity safe extension version 2.2.1.117 and Firefox: Norton Identity safe extension version 2.0.65. For weeks now, I keep getting the cryptic "Sorry. Something went wrong. please try again" message. (Can you make the error any more vague?)

Norton security version 22.9.3.13 works well, and the chrome extension works well too. The system runs on Windows 10 creators update (15063.296). I updated all the Norton components, and any other PC component I could think of. I uninstalled and reinstalled several times to no avail, the problem persists.

-----------------------------------------

I waited for months until the Firefox incompatibility with NIS was resolved, and accepted the technical reasons, but this is too much now, this is unacceptable. I was considering getting the new Norton core router but given Norton's track record, I'm reconsidering, if something as relatively simple as a password manager just doesn't work reliably, what else could fail?. 

Kudos0

Re: "Sorry, something went wrong. Please try again"

5/18 1:00am pst. I was expiercing similar symptoms(2 days) on latest version of Firefox and Chrome. I attempted tonight on Chrome and loggins were captured and logged in ?!?! note: Loggins need to be generated from Vault; not website homepage.

Kudos0

Re: "Sorry, something went wrong. Please try again"

Gents, services status shows as GREEN across the board this morning using the link below. I suggest a system reboot on PC's and attempt to gain login access again. Suggestively if you are seeing an issue on a mobile device please power down the device and restart. Check for the issue you are having again and verify.

http://status.norton.com/

PLEASE NOTE: Norton does NOT support BETA versions of FF. Version 48 and higher are supported at the present time. Norton Identity Safe is a cloud-based password manager that makes it easy to log in to your favorite sites safely.

https://support.norton.com/sp/en/aa/home/current/solutions/v115161915_EndUserProfile_en_us

I provided a second link to some very useful information regarding FAQ's which you can attempt on your end when time permits.

https://support.norton.com/sp/en/us/norton-identity-safe/current/infov2

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
Kudos0

Re: "Sorry, something went wrong. Please try again"

@SoulAsylum I have indeed run LiveUpdate and rebooted until I'm blue in the face :-)  Ignore that error page though - I chopped out all of the personal information in the URL, so that link goes nowhere, I only included it to reassure readers that the system was taking me to roughly the right web page.
My actual log in page is: https://login.norton.com/sso/idp/OIDC?response_type=code&scope=openid+id...
 

Kudos0

Re: "Sorry, something went wrong. Please try again"

I still have the problem (exactly the same) having re-run LiveUpdate and rebooted (again) today, no matter what https://status.norton.com/ says!

If I try to use IE, I the vault pop-up just hangs for ever.  (NB: There's nothing wrong with my internet connection, otherwise I wouldn't be typing this...!)

Kudos0

Re: "Sorry, something went wrong. Please try again"

Gents my advice is to have a chat with support as they can elevate your issues for resolution. Thanks.

http://norton.com/chat

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
Kudos1 Stats

Re: "Sorry, something went wrong. Please try again"

All, I have been having the same issue with all my PCs, some Windows 10 and another Windows 8.1 (all 64 bit). It appears to happen every month after the Windows update. I get the same window as rjhaines and then it just spends a few minutes (it seem like longer!) then the something went wrong try again message. The only way I have found to resolve the issue is by using the NRnR.exe (Norton remove and re-install) program. This gets old having to do this every month on each computer. This has been going on for many months and it appears that I am not the only one experiencing the bug. I suggest that support more aggressively pursue a solution because I do not think I want to keep doing this much longer.

Kudos1 Stats

Re: "Sorry, something went wrong. Please try again"

Hello

Have you tried uninstalling the program completely and then use a completely fresh download of the program.. Use the tool and follow the advance instructions and have it remove the product.

You can use this to install the program.

www.norton.com/latestns

www.norton.com/latestnsbu

www.norton.com/latestnav

www.norton.com/latestnis

www.norton.com/latestn360

www.norton.com/latestn360p

Pick the correct product and use that link. Please remember to run Live Update several times restarting as necessary. Keep doing this until you get There are no more updates. Then restart one last time.

You should also turn off Fast Startup in Windows.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos1 Stats

Re: "Sorry, something went wrong. Please try again"

Cheers - I'll try a complete reinstall, then raise it with support.  Thanks for all the advice.

Kudos1 Stats

Re: "Sorry, something went wrong. Please try again"

Confirmed, after using the Norton remove and reinstall program, the Norton Identity Safe extensions in Edge and Firefox were reactivated (in my case the Chrome extension was unaffected). Thanks to Steven LoCascio and floplot for the tip. 

I'll report what happens after the next Windows update.

Thanks!

Kudos0

Re: "Sorry, something went wrong. Please try again"

Glad that the remove and re-install tool helped. If other are interested, here is the link to download the Norton Remove and Reinstall tool.

As I stated in my previous post, this has been a recurring issue for me on all my PCs, so I do not consider this a satisfactory solution. After my post yesterday, I had to run the tool twice to fix one of my PCs. The first time the tool locked up my PC during the re-install. I had to reboot my computer and then it worked for a while and then stopped again. I ran the tool a second time and all is OK so far. By the time I completed the process (about 45 minutes), I was too tired to get the work done that I had intended.

I like identity safe overall, but too many experiences like this over the past year has led me to consider other options. Factors I consider are trust, ratings, cost, and the time it will take to migrate to another identity software. I really do not want to invest the time into learning a new program. If others are having recurring issues, maybe Norton will do something about it. 

Kudos0

Re: "Sorry, something went wrong. Please try again"

Well another round of monthly Windows updates and I am getting the dreaded "Communicating with the Norton server" when attempting to use Identity Safe. It eventually timed out and displayed the message "Cannot connect to the Norton server". The window also displays the text "Unable to contact to the Norton server. Please try again". 

The update specifically was 2017-05 Update for Windows 10 Version 1607 for x64-based Systems (KB3150513). This happens every month.

I will run NRnR.exe again! Anyone else out there have the same problems?

Steve

Kudos0

Re: "Sorry, something went wrong. Please try again"

Hello

Perhaps you would be better off using the Norton Removal Tool. First back up your Vault. After using the NRT, then restart your computer. Then download and install your Norton product. You can use the appropriate link from my above post. Please remember to run Live Update and restart until you see there are no more Updates are found. Then restart one more time.

www.norton.com/nrt      That's the link for the Norton Removal Tool. The Norton Removal Tool will give you a deeper cleaning than the NRNR.

Since you are using Windows 10, please turn off Fast Startup in Windows.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: "Sorry, something went wrong. Please try again"

Exact same problem here again as Steven LoCascio.

After Windows update Norton identity safe has stopped working. Whereas before the error was restricted to the extensions (Edge and Firefox) this time the error is present also in the Norton interface just as Steve described. I'll proceed with uninstalling and reinstalling the product using the installation tool provided when purchased (or any of the others mentioned here).

:-(

Kudos0

Re: "Sorry, something went wrong. Please try again"

Same roadblock.  Generic 'Broke' error message.  "Something Went Wrong"  " Please try again".

Running:  Firefox 53.0.3 Windows 7

It seems to rear it's ugly head during early morning hours and or high traffic.  Otherwise I can log in as normal without doing the jump through hoops, back flip thing.  Since it will work at times without intervention.  I'm looking at my ISP or Norton's servers due to the extended period of lag prior to the error code being issued.  Fiber normally does not lag.

Kudos0

Re: "Sorry, something went wrong. Please try again"

Hello WyeKnot

Your ISP might be working on your Fiber or it could be most likely internet traffic along the route from your place to where ever the Norton Server is located. If it's network traffic or different routing, there isn't much that can be done.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: "Sorry, something went wrong. Please try again"

Update: The identity safe vault is now completely inaccessible to me. Even online I get the "an unexpected error has occurred..." This is very aggravating and a sign that Norton should handle the passwords locally and sync online when necessary. I suspect WyeKnot is right, the problem may reside with the Norton servers. floplot says "there isn't much that can be done..." I disagree, two things can be done: once again, Norton can choose to store these passwords locally and sync them online for convenience and I can choose to use a different system.

The funny thing is that I'm getting the messages to renew my subscription... can anybody recommend a good password manager?

Kudos0

Re: "Sorry, something went wrong. Please try again"

I have the same problem with Edge and Firefox but IE through the toolbar I can log into my account and my online vault. Same account and same vault.

Jim

Kudos0

Re: "Sorry, something went wrong. Please try again"

Edge and Firefox now working. 

Jim 

Kudos0

Re: "Sorry, something went wrong. Please try again"

Hello PhoneMan

I hope it lasts and not just for a little while.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: "Sorry, something went wrong. Please try again"

PhoneMan:

Edge and Firefox now working. 

Jim 

Not here.

status.norton.com still shows ID Safe isn't working. 

Windows 10 x64 20H2 | Mint Cinnamon 20
Kudos0

Re: "Sorry, something went wrong. Please try again"

Hello Krusty

It seems to be a regional thing it looks like. I see an Orange Exclamation Mark on the Status page. Or a sporadic issue again.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: "Sorry, something went wrong. Please try again"

It's out again. Status shows red again.

I am logged in from a bit ago with Edge and my vault is still working. Just can't login with FF and I am not going to quit Edge to test it. 

Jim  

Kudos0

Re: "Sorry, something went wrong. Please try again"

For some reason the Chrome version is working on this machine but while I could open my vault on another machine it wasn't auto-filling the login details for some reason.

I've also had this problem  -  Having trouble at Norton website.

Windows 10 x64 20H2 | Mint Cinnamon 20
Kudos0

Re: "Sorry, something went wrong. Please try again"

Same symptoms with me yesterday, FF not working although already-logged-on Edge kept working, even after Norton Status went red. I; however, did experiment: I quit Edge went backed in and alas, Identity Safe did not work this time. So I guess after you log in using the extension (either Edge or FF) Norton keeps a local copy of the vault and uses it, perhaps after logged out the temporary vault copy is erased.

Kudos0

Re: "Sorry, something went wrong. Please try again"

Thank you for addressing this issue promptly. It was expected to be a drawn out thing.  Thanks again for proving that wrong.

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