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Kudos0

is there something wrong with the identity safe service?

I'm running the standalone identity safe for a while now on computer1. Today I set up windows on computer2 and installed the standalone identity safe. Once I logged in I was told that I'll have to create a new vault. Which doesn't make sense because I already have a vault under my account.

Mistakenly I created a safe and poof...my vault was deleted. All my credentials gone. Ok, whatever I'll create all 190 of them again from my keepass backups. So I created a new vault and then I logged in on the identity safe website to make sure that I can access the vault from there too. To my suprise I was once again told that I don't have a vault and I would have to create one. But I already did that!

Needless to say I now have trust issues with this amazing service and now I have to go through the process of finding another trust-worthy password service, and I don't want to do that because I like norton identity safe.

But how can I keep using a service that doesn't sync between the app and the web? And tells me to create a new vault when I already have one, and deletes all my credentials? And after I create a new vault , it tells me I don't have a vault , and I need to create one?

Is there something wrong with the norton identity safe service? Is this why I'm having these issues? Because it can't be my newly formatted computer.

Replies

Kudos0

Re: is there something wrong with the identity safe service?

Hi aristosv,

"Once I logged in I was told that I'll have to create a new vault." 

Are you referring to logging into your Norton Account (email address and password) or attempting to log into your vault?

It's been awhile since I used the Stand Alone, however it seems like the "create a new Vault" popup also gives an option to log in with an existing Norton Account.

Did you use a fresh download of the Stand Alone program or one you had saved on your system?

Hopefully others who maybe using IDSS will chime in.

Kudos0

Re: is there something wrong with the identity safe service?

I'm referring to logging in to my Norton Account on the Identity safe standalone.

Once you log in, if you already have a vault, it simply asks for password to open it. For some reason even though I already had a vault, it asked me to create a new one. So when I did, it actually deleted the existing. The creation of the new vault was my mistake, but it should have simply asked me to enter my password to unlock the existing vault.

I know there's a problem because even after I created the new vault using Identity safe standalone, when I tried to login on the vault through the identity safe website, I was told that I don't have a vault.

Kudos0

Re: is there something wrong with the identity safe service?

Not sure if the the stand alone version makes the same backups as the version included with the Norton Security products.

To repopulate the new vault, check your Documents folder on the first computer. Look for a folder Norton Identity Safe Backups. If you find that folder, there should be a folder in there with your email address. In that folder will be backups of your vault. Copy the latest backup to a thumb drive, and then you can import it to the second computer.

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

Re: is there something wrong with the identity safe service?

I would say that there is still something wrong with IDSafe.  Despite numerous promised for escalation and calls back from top support team, I am still without my data from Feb 11th and counting

I just back from support " yes, this is correct. We were facing some issues with Vault and most of issues has been resolved. "

So ... despite what Norton is telling everyone ... still issues.  Norton are still working on fixing all the issues.  They haven't the foggiest idea how to fix mine (actually, I do not believe they have the foggiest idea how to use a phone given the number of promises I have received from calls back from senior support ... and have not received ONE).

So I believe you are having an issue ... and I also believe it is nothing you are doing - except using/trusting Norton software

Jaded ...yes, you bet.  Since Feb 11

Kudos0

Re: is there something wrong with the identity safe service?

well... password safety is too important to leave to luck. so I'm currently off identity safe (its not working anyway) and evaluating enpass

Kudos0

Re: is there something wrong with the identity safe service?

There is clearly something wrong with Norton Identity Safe.  I have used it for years but within the last month or so I have been having issues with ID Safe not automatically filling in either UID or PSWD or in some cases either on known well used web sites such as webmail and banking.  I use IE11 and also Chrome and the problem seems to be happening on both browsers.  Unfortunately the option to fill in the missing information seems to make the problem worse.  Sometimes it takes and is updated by IDSafe and other times it gives me no option to save the updated option. This seems to corrupt my local database and I am now finding empty fields when I view the ID Safe entries.   Fortunately I have 3 computers using Norton ID and I have insisted on keeping the ID Safe storage local on the individual machines.  That has allowed me to turn on and start up one of the other machines and go in and view my logins and passwords so the information is not totally lost.

This is a mess since I have hundreds of passwords and ID's associated.   Even if I was a younger person with a better memory, I could not ever recall all these.   Today I lost my access to my financial bank accounts because I had too many incorrect logins.  When I opened the ID Safe to view it I found holes all over the place in my data.    One specific problem is that the ID Safe has deleted data for all but one WebMail Address for GMail, AOL, and every other email address that is used on these computers.  So everyone in the family is being affected by the problems with IDSafe!!

I am currently being hounded by Norton to sign in to utilize their LifeLock system.  I went there once and kind of got cold feet when they wanted me to fill in SS# and other personal Identity items online on a form.   Until they correct the problems with my local database corruption I do not intend to ever use their new liflock service.

NSmith

Kudos0

Re: is there something wrong with the identity safe service?

this is really screwy, I can't even upload the last comments I made some thing about filling in the comment field.... and I typed at least a paragraph or more

Kudos0

Re: is there something wrong with the identity safe service?

Sad ...

I have had so many promises of repairs and callbacks made ... I give up on this company

Kudos0

Re: is there something wrong with the identity safe service?

@nansmith

Somewhat related to your situation - I have been following this thread and Amercian _Eagle has aksed for a referral to that thread for you:

https://community.norton.com/en/comment/7406471#comment-7406471

Start with that post ad continue to read about creating a new Windows Admin Account with a password.

Kudos0

Re: is there something wrong with the identity safe service?

Hello

should be without a password.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: is there something wrong with the identity safe service?

I think the point is that it is a local account instead of using a Microsoft account.

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

Re: is there something wrong with the identity safe service?

when I switched on just now, this Norton solution resolved my problem. Hoping this helps you.

Win10 Home v1803 build 17134.345/HP envy/EDGE (rubbish)/IE11 (RIP)11.285.17134.0/ OFFICE 365 Home Personal/Norton Security
Kudos0

Re: is there something wrong with the identity safe service?

@ariistov Run live update until there are no updates available, reboot as necessary. Backup IE export your login data to your desktop then uninstall your standalone product. If you have regular Norton installed enable your addon's in IE if you are using IE. Then reboot again. Log into your device using your MS account credentials or local account. Then setup your ID safe from the Norton dashboard. It should pull your data from the cloud back into your vault. There is a fix that was just released which is fixing a lot of issues with ID safe and all the toolbars with Norton. Please let us know if the patch fixes your issue. Thanks

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: is there something wrong with the identity safe service?

First thing is I am still having trouble with my ID Safe losing data.   It is usually the UserID that blanks out but in some cases it loses UID and PSWD.  This afternoon it completely lost an entire site entry. I am using Norton 360 and run the vault in local mode.

I am having the trouble on my daily work computer which is running Windows 7 and is also running the most current Norton update of 22.9.1.12.   Just to be consistent I did try and check for and live update a couple times.  Each time I was assurred I am running the latest version.

The thread running regarding the problem with the toolbar in Windows 10 appears to be solved, however the solution there did not resolve my continual blank fields in the local database.  I also forgot but noticed today that sometimes the entire Norton ID Safe stops working even though the IE11 browser and Chrome browsers still show it is present and operating in the toolbar.  So I don't know what to do here

Thanks for listening

Kudos0

Re: is there something wrong with the identity safe service?

Hello

Have you tried using an online vault and see if it happens that way? Some users use both a local vault and an online vault.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: is there something wrong with the identity safe service?

I have 3 machines using Norton360 and ID-Safe, all are set to local vault only.  I won't ever put any of my personal data on a server somewhere that I don't own (ie. a cloud site) most certainly not my UID's and Passwords. The concept is flawed.  I realize it would be much simpler to update and synchronize but I don't want to be compromised any more than I already am.  It's not a matter of "if the offsite storage will be hacked"  but "when".   After reading the latest wiki leaks that were published,  I'm not so sure even criminals are the greatest threat here. ;)

Kudos0

Re: is there something wrong with the identity safe service?

This afternoon it completely lost an entire site entry. I am using Norton 360 and run the vault in local mode.

When you say it lost an entire site entry, are you saying that if you open ID Safe and search for that site's entry it is no longer listed in your vault? Or are you just commenting that it does not fill in when you visit the web site?

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

Re: is there something wrong with the identity safe service?

Most of the time, the UserID field is blank, that data field has gone poof?   This usually happens to email (webmail)accounts more than other site logins.  And Yes, On one occasion recently an entire entry was missing (a banking entry).  I had not deleted it. but nevertheless it was an entry that had lost it's data fields..(both password and UID a week ago.     

Now that I reflect on it, that is what prompted me to come to the forum last week to see if anyone else had been experiencing that behavior with the vault. 

Kudos0

Re: is there something wrong with the identity safe service?

So to confirm. That banking login is no longer in the vault if you search for it. Not trying to log in.

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

Re: is there something wrong with the identity safe service?

When this problem occurred I was actually online trying to log in to a site.  I saw the yellowed login fields with UID listed and the dots for password and it came back rejected (wrong password or UID)  So this time I just clicked on the open vault section of the toolbar and then selected  the open identity safe option.  This brings up the entire list in a separate window.  I scrolled down to the entry for that page and noticed the UID field was blank as was the password.   

To make a long story short, I ended up doing 3 guessing attempts and got locked out of my bank account and had to jump through hoops and change the entire UID and password as per bank rules.  After fixing it, I found the correct  login on an older laptop and remembered I had this exact same problem in early March with this site and had to change the password at that time. I had completely forgotten about that.  I assume the problem with missing data fields in my vault database was happening back then.  I use this login a few times a week so the changes I made the last time stayed in the database for a few weeks.  The problem is not related to a specific computer.  The last time this entry got messed up I was using my New Win 10 Laptop.

NOTE:  In ID-Safe settings I always enable "safe web" and the vault is local on all my machines.  On the next page I use the DAT file format, no password needed. On the security page I "ask for vault password at beginning of each log in session" and on the Browsing settings are "ASK" .     

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