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

Not what you are looking for? Ask the experts!

Kudos0

Unable to Configure Identity Safe

I posted this already but it disappeared so trying again...

Configuration of computers in household:  5 computers, one Windows XP (not used, does not use ID safe), one Windows Vista, one Windows 7 and two Windows 8.1.  We have two 3-user licences of Norton Internet Security (all updated to most recent versions) that are both associated with a Norton account we'll call Parent.  The Windows Vista and one of the Windows 8.1 computers use ID safe with a shared vault that is associated with the Parent email account.  Works fine.  The windows 7 computer ("son1") uses ID safe with a vault associated with son1's email address.  Again, works fine.

Now we try to set up second Windows 8.1 computer ("son2").  Internet Security installed fine.  Tried to set up ID safe and was prompted to set up Norton account with son2's email.  Did that.  However, now when asked for the password to configure ID safe, it won't take it.  Keeps saying password is invalid.  Yet when we click "reset password" and go to Norton account website, we can login fine.  Passwords are being entered exactly the same.  We have reset the password, and the problem persists.  We have run liveupdate, re-started computer, etc.  No change (both have been done multiple times over span of a few weeks).   I can login with the Parent email on this computer not the Son2 email.   For obvious reasons, I do not want my son to have access to my online vault, that's why we are trying to set up his own. 

I've seen threads mentioning a similar problem over the past couple of years but never seen anything with a specific solution.  Short of removing and reinstalling Norton Internet Security, are there any other ideas?  Can the son2 Norton account be deleted and recreated?  There's nothing associated with it yet anyway as we've never gotten as far as setting up the vault.

Replies

Kudos0

Re: Unable to Configure Identity Safe

Try signing in at https://identitysafe.norton.com/ and see FAQ's https://identitysafe.norton.com/faq

  Can the son2 Norton account be deleted and recreated?  There's nothing associated with it yet anyway as we've never gotten as far as setting up the vault.

If it can be deleted if would have to be through Support    As you know you may have one online vault per Norton account.

So, creating son2 Norton account w password should work.  No need to delete it.  But, I see your quandary using the same email  that apparently did not work.  No need to uninstall / reinstall.  I think Support can resolve.  You know the mechanics.

For some reason the mechanics are not working. 

Please post back your progress

Kudos0

Re: Unable to Configure Identity Safe

posted a reply and not showing anywhere By is still OP and no Replies

Kudos0

Re: Unable to Configure Identity Safe

Kudos0

Re: Unable to Configure Identity Safe

now it shows up

Kudos0

Re: Unable to Configure Identity Safe

Now it's showing By: bjm_  with 1 reply

But what happened to my original detailed reply that I saved

Kudos0

Re: Unable to Configure Identity Safe

I may break down and go to chat one day when I've got 2 or 3 hours to spare but past experience says without at least that much time, it's pointless (and even then, don't get your hopes up).  I was hoping someone might have an easier suggestion. 

Kudos0

Re: Unable to Configure Identity Safe

We are dealing with day one new community bugs.  I had posted a detailed reply but it vaporized.

See if you can sign in here https://identitysafe.norton.com/

The only entity that may be able to delete a Norton account is Support.  You may abandon a user account.  But, I understand your situation.  Where do get more emails to test.  That's why I suggested Chat.  Your issue would have been resolved by now.

No need to uninstall or delete anything.  You obviously understand the mechanics of how it should work.  For some reason the mechanics are not working.  

Kudos0

Re: Unable to Configure Identity Safe

We are dealing with Day One New Community Bugs.  My browser just crashed for the third time trying to Reply to users.

We don't have AutoSave as yet.  So, my suggestion for Chat was made in your best interest.  Your issue would have been resolved by now.  Try signing in at https://identitysafe.norton.com/

You understand the mechanics of how it should work.  For some reason it's just not working as you know it should.

No need to uninstall or delete anything.  Only Support may be able to delete a Norton account.   That's why I pointed you to Chat.  Where are you going to get more emails to test.  You may abandon a Norton account.  But, where do you get an endless supply of emails to test.   This is the third time I have attempted to convey information to you.

I have no way of knowing if this will go through or crash Firefox

Kudos0

Re: Unable to Configure Identity Safe

my last post to you has been placed in queue ... I don't ever expect to see it again 

Kudos0

Re: Unable to Configure Identity Safe

Finally got your reply (twice but that's okay).  The others must be in the same "queue" as my original question.   I can login through the identifysafe site.  That's where it then tries to access the vault, tells me I don't have one (which I know because I haven't created it yet) and then tells me to go create one (which of course leads back to the original password not recognized problem).   I may have time tomorrow to work with online chat and see what happens.  Right now, the computer is being used for homework and I don't want to disturb that :-)  Let's just hope chat is more productive than the last couple of times I've dealt with them.

Kudos0

Re: Unable to Configure Identity Safe

I just scrolled back and all three of your replies are finally here.  Go figure.  I bet if I check the forum my original post is there as well now (if so, I'll try mark it as a duplicate).  I will post back progress once I've tried chat and let you know what happens. 

Accepted Solution
Kudos0

Re: Unable to Configure Identity Safe

Got the computer back from my son and connected to chat.  Took 1.5 hours but we were successful.  The problem apparently is caused by a conflict between the browser's password manager and Norton's.  I use IE 11 on this computer and had not used the browser password manager but somehow it had a file anyway.  Support renamed the Norton file which caused it to get recreated the next time and now it seems to be working fine.  We have the vault set up.  Just waiting for remote control of the desktop to be relinquished and I will go set up some logins and try it out (I'm using a different computer right now).

More successful than previous chat experiences (which typically ended in, we don't know what's wrong) but 1.5 hours still seems an awfully long time.

Anyway, thought I'd give some details as to what was causing the actual problem so other people might be able to get it fixed a bit faster.  The renamed folder has a very long complex name (lots of hex characters) and there are several similar ones in the same folder so I wouldn't want to suggest a specific folder to try renaming yourself as you might create more problems than you solve.  Support had to open several folders and look at contents to be sure this was the right one.

Kudos0

Re: Unable to Configure Identity Safe

See that's why I suggested Support. I sensed you knew how to do and what to do. If that wasn't working than it becomes a Support case. Granted Support can be hit and miss. But, as you see the Community can be hit and miss. I just sensed this was a perfect case for Support and was beyond our venue. We can't remote access and change file names etc. We can't delete an account. Support was the best option. Sorry, you were redisant about Support. And sorry we were going through Day One Bugs at the New Community. I think 1.5 hours is a fair amount of time to correct an issue for free and return your device in working order. These things take cautious concerned effort on the part of Support. Other wise you might end up with a door stop. Thanks for updating your Thread and very happy issue is resolved.  Please turn off your browser password manager via Identity Safe Settings > Browsing

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