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Kudos0

Unable to configure Norton Internet Security Identity Safe

Using Norton Internet Security 20.4.0.40 on a brand new Windows 8 machine.

Tried to configure Identity Safe and was prompted to enter my Norton userid.   The system detected that I am a valid Norton user and prompted for the password.   I entered the password and it was rejected as incorrect.   I tried several times and even changed the password via the prompt to no avail.  

I am able to login to the Norton Web site with the userid/password combination but unable to get through the Identity Safe configuration because the password is always rejected.

I removed all special characters from my password per chance that was the problem but it was not.   My userid/Email has a dash in it.

Would appreciate any help that could be provided.  Thanks.

Replies

Kudos0

Re: Unable to configure Norton Internet Security Identity Safe

Using Norton Internet Security 20.4.0.40 on a brand new Windows 8 machine.

Tried to configure Identity Safe and was prompted to enter my Norton userid.   The system detected that I am a valid Norton user and prompted for the password.   I entered the password and it was rejected as incorrect.   I tried several times and even changed the password via the prompt to no avail.  

I am able to login to the Norton Web site with the userid/password combination but unable to get through the Identity Safe configuration because the password is always rejected.

I removed all special characters from my password per chance that was the problem but it was not.   My userid/Email has a dash in it.

Would appreciate any help that could be provided.  Thanks.

Kudos0

Re: Unable to configure Norton Internet Security Identity Safe

Hi hosmjl,

Just to verify we are talking about the same thing:

 "enter my Norton userid.   The system detected that I am a valid Norton user and prompted for the password"

I am understanding that, as you supplied your email address used for your Norton Account - which it recognized and then asked for the password for your Norton Account - correct? 

Then I understand that once you entered the password - it was rejected as incorrect?

Did you look at the password hint to see if you had the correct password?  Please note this would be the password for your Norton Account - not the password for your Online Vault (if in fact they are different).

The I understand that you tried to change the password - where was that option?  If you were yusing the "change" shown after they found your Norton Account and displayed the email - that changes your email address - not your password.  Please bear with me- just trying to figure out where we are with this.

You said you can log into the Norton Web Site - are you talking about your Norton Account  or perhaps the ID Safe Web site? 

https://identitysafe.norton.com/

Since this is a new system. was there by chance any trial antivirus software installed?  If so it should be removed prior to installing NIS.  Let us now about that also.

Hopefully we can figure out where we are with this system and come up with a plan.

Kudos0

Re: Unable to configure Norton Internet Security Identity Safe

Thanks for the response.

I'll answer the last question first; this is the trial version of the software so probably my first step would be to download a more legitimate copy from Symantec.

As to the other questions: 

  •  The ID entered is the Email for my Norton Account
  •  The password entered is the one for the Norton Account, not the password vault (as I haven't even gotten far enough to actually set that) 
  •  I'm pretty sure that I entered the password properly, particularly since I was able to go to the Symantec web page and login successfully there.   A couple of times I typed a character at a time to ensure I was entering the password properly but still was rejected.
  •  Underneath the password prompt are two links - one for change Email ID and  the other "Forgot password".   I clicked on the latter which took me through the Symantec password change process and successfully changed the password which still did not work.
  •  I am logging into the Norton Web Site; I wasn't aware of the ID Safe Web Site until your post.   As a lark, I tried logging in there and successfully used by Norton Email and password to get in.   I was then prompted for the vault password which I obviously do not have since I haven't configured it yet.   I was given the option to configure and ended up back in the same problem space as before with my Norton password being rejected.

Hopefully I've answered your questions.   I'll just need to remove the trial version assuming that is the recommended first step in trying to resolve this.

Kudos0

Re: Unable to configure Norton Internet Security Identity Safe

Did you or Do you still have Norton installed on another computer?

Do you have a current Subscription for a Norton product?

If you do have a current subscripton, Uninstall the versions you have on the new computer. Then go to the Norton Account web site, account.norton.com  and click on the Download button beside your current subscription. That will download and install a preactivated copy of your Norton product.

When you get that done, you can try to set up Identity Safe again. If you still have trouble, we will work with you to get things right.

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

Re: Unable to configure Norton Internet Security Identity Safe

Thanks for all of your help.

I finally figured out the origins of the difficulty and have a workaround.

During the initial configuration process for the machine, I misnamed my primary ID.   I renamed this ID via Control Panel and was unable to configure Norton Identity Safe on this ID.   However, I was able to configure Norton Identity Safe on other IDs on the same machine with the same software installed (and using the same Norton ID and password) with the only difference beng that these IDs were not renamed.

Renaming my primary ID back to the original name allowed me to configure/use Identity Safe.

The Microsoft rename process did not rename the primary user directory for the ID so there was a mismatch between the display name and the directory.   I'm guessing that the Norton process, after validating the Norton account, tried to write something to the directory and assumed that the directory name matched the userid.   When it could not find a directory (or in my case, likely could not get write access to it), the configuration failed and the product erroneously reported a failed login attempt to the Norton on-line account.

Thanks again for all of your help.   I'm currently running with the original ID name which although it is not ideal, does allow me to use Norton Identity safe.

Kudos0

Re: Unable to configure Norton Internet Security Identity Safe

Glad to hear you have things working again.

From what you note, you could save a backup of your Identity Safe data, then create your new Windows account. Then create a new ID Safe vault and import the data from your old account.

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

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