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Kudos0

Unable to sign into identity safe after windows 10 upgrade

After upgrading to Windows 10, I am unable to sign into my vault/identity safe.  When I click onto the sign in I'm prompted to create a new account, but will delete any previous accounts.  According to the site there is no vault with my account, thou I have one!!  I am using IE and not Edge but no different.  Please help!!

Replies

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

did everything to change to win 10. Norton seemed to be working up to this am. Now I can't open the interface or my vault.

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

I'm having the same issue with my Identity Safe. I upgraded to Windows 10 and everything was ok, now this morning Identity Safe wants me to log into my account using my email and login and after I click submit it acts as though it's logging in, but takes me back to the identity safe screen where it asks me to log into my Norton account and never logs in. I'm using Chrome.

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Hello Jimmy

Please try using IE11 and see if it works then. Also, please turn off Fast Startup. Having it on causes problems for Norton and other programs as well.

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: Unable to sign into identity safe after windows 10 upgrade

Hello lan & David

{;ease try turning off Fast Startup and see if that makes a difference. Shut down and then boot up your computer.

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: Unable to sign into identity safe after windows 10 upgrade

I have the same issue after upgrading to Win 10.  I use both IE 11 and Chrome and it fails in both browsers.  It asks for me to log in and then when I submit, it takes me right back to the log in screen.  I changed my password but it still continues to run in a loop (apparently the password was for Norton and not specific to the Vault).  I upgraded my laptop and my desktop - both are having the same issues.

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

I had the same issue I contacted Norton and the helpline couldn't help, they were adamant I did not have a vault / identity safe even after I told them I used it all the time for my passwords.  In the end carried out a re-register but could not find/open my vault.  I went back to using Windows 7 and my vault and passwords were still available and intact.  If you are carrying on with Windows 10 it may be best to revert to  windows 7, create a back up of your vault, go back to  windows 10, create a new vault and import all your passwords/identities from your back up

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Hello All

If your Norton program is working in other parts of the program, then please try this.

Open up the Norton product. Then sign out of the program where it shows your email address on the upper right side. Then close all browsers. Wait a little while. Then open up one browser. Open up your Norton program. Then please try signing into your Vault. Please remember that you will have to give your email address and password for your Norton Account and then give the password for your Vault.

Please come back and let us know if this works for you.

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: Unable to sign into identity safe after windows 10 upgrade

^ Did not work for me

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Now that I tried this suggestion above, I am unable to log back into my Norton account with any application - including my smartphone (to back up contacts).  I changed my password for Norton and am able to log in and out of my account via a browser; however, I am still unable to log into my account through the Norton application on my desktop, laptop and phone. 

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Hello ronbur

What operating system are you on and what Norton product and version please?

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: Unable to sign into identity safe after windows 10 upgrade

Desktop and Laptop running Windows 10.  On the Laptop, I upgraded from Windows 8.1 and on the Desktop, I upgraded from Windows 7.  The Symantec product is Norton Security with Backup.

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Stumbled into a workaround to get into the vault.  I have Norton Security with Backup.  In that application, I clicked:

1. 30-Day Report (at top right corner of window)

2. Click the Details button in lower right corner of the window.

3. At the bottom of the window is a Tip of the Month.  The tip is to set up Identity Safe.  Click the hyperlink: Set up Identity Safe now and it takes you directly to the Identify Safe password, skipping the account password that seems to keep looping. 

I was able to log in, log out and back in again from both IE 11 and Chrome.  I rebooted and then tried to directly log in from the browser after the reboot and it worked.

I did the same thing then on my laptop and it worked there as well. I had to do the workaround route there again as well to get it to work.

I still cannot log into my mobile Norton account to back up my android phone though. 

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Hello

Did you have a local vault before and now you have a online vault, also know as a cloud vault? There have been intermittent server issues also which might be causing this issue also. You could post about the issue with your mobile Norton Account over in the Mobile Forum. They may have some help for you over there.

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: Unable to sign into identity safe after windows 10 upgrade

no, the vault was and has always been on the cloud.  I have noticed server issues yesterday and today - even when I was successfully able to log into the Norton site through a browser.  Sometimes it has worked, sometimes not.  The issue with the phone is the same as when trying to log into my account through the application on my laptop and desktop - it keeps going into a loop.  I will try the mobile forum.  Thanks for the reply!

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

I haven't upgraded to win10 yet. But I have the same loop-issue using win7ultimate.  I use three browsers: firefox 40.03,  IE 11 and Chrome and it failed in all three browsers.  It asks for me to log in and then when I submit, it takes me right back to the log-in-screen.  Second problem: I'm able to log in in my cloud vault, but some of the login-datas don't work any more. I always receive answers like "your password is wrong" or "please check your typing". I checked my computer with Norton and other anti-virus-programs to be sure not to be hacked, but so far it seems there is no virus in my computer. Any suggestion for help? Greetings from Germany

Kudos0

Re: Unable to sign into identity safe after windows 10 upgrade

Hello Lutz Müller

Sign in loop

Please sign out of your Norton product and then close your Norton product. Close all browsers. Now open up 1 browser, open up your Norton product, then try to open up your vault. Remember to give username and password for your Norton Account first and then password for your Vault.

Log-ins to sites

You should not run more than 1 antivirus program at a time. More antivirus programs lessen the security for your computer. Have the log ins changed? Have you restarted your computer and cleaned out the temp files? Have you tried reinstalling the tool bars? If that doesn't help, perhaps you need to remove and reinstall your Norton product.

Please tell me if you want to do that and then I can tell how to do it.

Please come back and let us know how you made out.

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: Unable to sign into identity safe after windows 10 upgrade

Hi everyone,

We have released a new product update 'Norton 22.5.5.14'  [English Only now] which fixes this issue. 

Announcement Here: https://community.norton.com/en/blogs/product-update-announcements/norton-2255-product-update-available-now

Could you please run Live Update until all the updates are installed and then check for the issue?

Please let us know if you still face the problem.

Thanks for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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