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拍手0

Identity Safe loses data

ever since the last Norton360 update (downloaded through LiveUpdate) I have had the annoying problem of Identity Safe losing usernames or passwords when I visit sites. I mainly use IE11 and this is really annoying. Luckily I made an encrypted csv file from the previous version.

Is anyone else seeing this problem and is there a fix?

返信

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Re: Identity Safe loses data

Hi jim-p,

Is this occurring with only a few sites - or all sites you visit?

What is your operating system?

I'm using IE and not experiencing this.

拍手0

Re: Identity Safe loses data

Windows 10 / IE11

It seems a bit random but seems to occur most with facebook and Hotmail. Usually it is the username that gets zapped in an entry leaving the password and URL info intact, a few times it has been the password. It never used to do this and I do a live update and full scan at least twice a week.

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Re: Identity Safe loses data

I have seen it on occasion but have not logged the sites.

I will start documenting the sites.

I use W10 1607 with NS Premium and a Local vault and use IE 11.

I have turned off the option to "save my credentials when I log into a website" to test.

It looks like the site is updating my vault.

Jim

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Re: Identity Safe loses data

Additionally to what Jim is testing - I am curious if the setting to Turn off the browser's password manger may come into play.  I have not experienced this in IE 11 with a cloud nor local vault nd I have the browser setting at YES - turn off the browser's password.

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Re: Identity Safe loses data

Just did it to me again for FaceBook. I had the browser setting to ask - just turned it to Yes - turn off the browser's password manager to see if that makes a difference

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Re: Identity Safe loses data

I'm still seeing it happening in Chrome occasionally.  For whatever reason, it always seems to nail a particular login to one of my email accounts.  Generally, the URL and username are blanked out.

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Re: Identity Safe loses data

did it again to my facebook account username even though I had ticked the option to turn off the browser's password manager

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Re: Identity Safe loses data

Here is what I have and I have not had a problem since I changed the Save Credentials option.

When it would fail ID safe User Name got changed to "password".

Give it a try and see if it helps.

  

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Re: Identity Safe loses data

don't believe it - it totally thrashed my facebook login even with the above settings and I had to go back to my encrypted archive to recover :-(

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Re: Identity Safe loses data

FYI... I tried the above setting also, and I'm still losing login information.  Several updates have gone by and still, the issue exists.

Sigh...

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Re: Identity Safe loses data

Me Too!!  This is really a serious problem. I have been using Norton ID Safe which comes with my Norton 360 auto-renew subscription since 2007 at least.  I use ID safe in Local mode (IE. my desktop running Windows 7, my spouse's laptop running Vista and our new laptop running Windows 10) all have local storage of the ID Safe.   I do NOT use the online version of the Vault because if it were to become hacked on the server or if the file became corrupt I would be totally compromised.  This way keeping the files local to the machine, I can access my password data from another machine.  (There is NO Way I can remember or recover hundreds of passwords)

Exactly as the first caller stated....in the past month (note:  my Norton340 auto-renewed during this time) each of machines has been experiencing lost of data in the IDSafe database.  (eg. either the userID or the password is missing from the website fields or in some cases, both pieces of data are missing)    When this happens and I enter the missing field information manually.   Norton sometimes prompts me to save the new login, but other times doesn't.   Thank goodness I have other machines that have not been used recently and I can open and view the Vaults to find out what the login's and passwords should be.   Today I pulled up to view the database on the desktop (win7) and discovered empty fields in the database all over the place.   The main sites affected have been webmail sites where there is more than one email account such as gmail, aol.com or live and Hotmail accounts.   Since everyone in the household uses the computers, spouse etc and some gmail accounts are for business purposes other than personal this is a mess.   Today the final straw was partial loss of log in data for wells fargo bank accounts and access was denied to the bank accounts due to 3 login attempts.  AARGH

The problem is occurring on both Chrome and IE11.   All the computers regardless of Windows flavor they are  running and all  versions of chrome and IE11  are having the same problem.    The problem is clearly with Norton ID Safe. 

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Re: Identity Safe loses data

@nansmith, I'm a fellow user. Many of us have been troubleshooting problems with IS in general and the Toolbar in IE 11 under Windows 10 in particular. @SoulAsylum found that converting the Windows 10 user account to a local account caused the problem to vanish. Please review the thread, maybe from back to front since it's so lengthy. We are all in this together.
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Re: Identity Safe loses data

Using a local account won't solve this - I have always ran Windows 10 as a local account

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Re: Identity Safe loses data

@Jim-p, from "User Account Control," your account shows "Local Account, Administrator"?

@Taffy_078 in another thread reported that her IS problems have vanished with an Autofix.  Not sure what she did.

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Re: Identity Safe loses data

Correct: Local Account, Administrator

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Re: Identity Safe loses data

@jim-p Are you using a password / PIN / or Microsoft credentials to log in?

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
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Re: Identity Safe loses data

password - not MS credentials and not related to my Vault password

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Re: Identity Safe loses data

My Identity Safe has been acting strangely lately.  Some of the User Names for the logins disappear and show as blank.  Obviously this creates a problem with logging in since the User Name is missing.  I replace the User Names in the vault, they stay OK for awhile (a few days), and then they disappear again.  This behavior only seems to affect the User Names.  The Passwords are OK.  Does anyone know what's up here?

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Re: Identity Safe loses data

Hello FDSJr

It  looks like you have a Local Vault. Do you use an Online Vault also? You have IE 11 set up as your Default browser. Are you using an Administrator Account to access your account? I have seen someone else I believe with similar issue. Did you receive the latest HOTFIX and Patch and did you Apply it?

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
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Re: Identity Safe loses data

Here is an older thread with this same problem.

http://community.norton.com/en/forums/identity-safe-loses-data

I did the Norton fix on 3/30 and checked all my Logins and made sure they are OK.

I also use these settings to test and every thing seems OK for now.

I have seen this with both Local and Cloud Vaults.

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Re: Identity Safe loses data

The original thread was opened on Mar 13 and no response from Norton.

Floplot, can this be referred to Norton staff ?

Jim

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Re: Identity Safe loses data

Hello PhoneMan

I'll see what I can do. It's the weekend now.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
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Re: Identity Safe loses data

@jim-p Sorry for the tardy follow up, I've been quite busy the past few days. Just a suggestion, change your account to log in with MS credentials and reboot. Open the Norton dashboard, on the left side click Get Support and allow it to go through your install checking for issues. There should be an auto fix if issues are found. See if that clears up the issue.

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
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Re: Identity Safe loses data

@PhoneMan These are my settings, try them and see if they work for you. All my data stays intact.

ファイルの添付: 
"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
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Re: Identity Safe loses data

Thanks Floplot. No hurry, just want them involved as this is a few weeks old problem.

I have not seen any since the update on 3/30 but I also changed my Save credentials to NO just prior to that.

Still early in my testing and will run it a while as is and see.

Jim

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Re: Identity Safe loses data

SoulAsylum,

Your settings are what I normally run but was having this problem so I am running with Save my credentials set to NO for testing. I plan to run it a while and if it is clear I will go back to Always and see.

Jim  

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Re: Identity Safe loses data

it didn't find anything wrong

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Re: Identity Safe loses data

Floplot is correct.  I only use a local vault - nothing in the cloud - and IE 11 is my default browser.  Yes, I am the Administrator for my account.  I cannot say for certain if I have received the latest HOTFIX and Patch, although I have received a number of Live Updates from Norton lately.  Possibly the HOTFIX and Patch were included in those updates.  I will check on the updates, install if necessary, and do some experimenting with settings, as a number of others experiencing the issue are doing.

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Re: Identity Safe loses data

I got the hot-fix patch with first Live Update on March 30. Live update history lists 2  "NSBU product update"

Jim

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Re: Identity Safe loses data

FWIW - I use ASK, Yes, Ask for my ID safe Browsing Settings with all options check marked and have not lost any data.

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Re: Identity Safe loses data

Hi everyone,

While the team investigates this issue, Could you please list down the websites in which the autofill (username/password) doesn't work?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
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Re: Identity Safe loses data

Hi,

While the team investigates this issue, Could you please list down the websites in which the autofill (username/password) doesn't work?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
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Re: Identity Safe loses data

It's not that autofill doesn't work, it is that it sporadically loses the username or password. I have noticed this particularly on:

Facebook.com

Virgin Media mail (which seems to be based on GMail)

GMail

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Re: Identity Safe loses data

This is one I saw a few times. The Username will be blank and if I look at it in the Vault it is blank. I have not seen any problem since I changed Vault settings to "Save my credentials to NO" on March 30. But its early.

https://reporting.samknows.com/auth/

Jim

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Re: Identity Safe loses data

Can the Admins combine  this thread with the original thread.

https://community.norton.com/en/forums/identity-safe-loses-data

Jim

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Re: Identity Safe loses data

This is one where it happens quite often.  Most of the time, the username is blanked, but sometimes, it can be either the Title or the password.

https://mail1.mediacombb.net/#1

Tom

FYI... after I posted this message, I went back to my email using Identity Safe about 15 minutes later, and the password was gone.  Not long after that, I went back to my email and the Title was missing (I was using Chrome).

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Re: Identity Safe loses data

Could you please login to the IdentitySafe Web portal and check if your login information (username / password / link) is intact for the websites with this issue?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
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Re: Identity Safe loses data

I get a message "The requested content could not be loaded.  Please try again later" on that particular login.  All others that I've checked seem to load just fine.

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Re: Identity Safe loses data

Hello - for customers on this thread experiencing these data losses, is it easy to reproduce the loss problem?

If so, please contact a forum admin or myself and we'd like to send you instructions on gathering logs from your system that we can pass to our development teams for analysis.

Thanks,

Matt Powers
Symantec Corporation

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Re: Identity Safe loses data

I confirmed that I have all of the recent updates from Live Update.  I changed my Identity Safe browser settings to NO for "Save my credentials when I log in" and YES for "Turn off browser's password manager".  This was done on April 2.  As of today, April 6, I have not experienced any data loss.  Compared to my past experiences, 4 days without data loss is a significant improvement.

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Re: Identity Safe loses data

I've got all those settings and just now it zapped my password to Live.com :-(

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Re: Identity Safe loses data

jim-p

If you log into your vault at   https://identitysafe.norton.com

is the login for Live.com still there?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Identity Safe loses data

2 more days without any data losses since I set my Identity Safe browser settings to NO for "Save my credentials when I log in" and YES for "Turn off browser's password manager".  I am now up to 6 days without data loss.  At this point, it would appear that these browser settings may have solved the issue for me.  Not sure if it makes any difference, but I am only using a local vault -- nothing in the cloud.

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Re: Identity Safe loses data

I use a local vault - not trusting the cloud. The entry for live.com is there but the password was blank

This might be relevant. For the accounts where the problem occurs I have multiple logons - e.g. myself and my wife

Just before it zapped my live.com login, Identity vault auto-filled the login form for my Hotmail account (uses the same login page). I then used copy/paste from Identity vault to enter my live.com credentials. Now that I think of it, I've only seen this problem on sites where I have a couple of credentials.

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Re: Identity Safe loses data

jim-p

I think you're on to something.  My problems are also occurring where there are multiple logins (same email URL address but different passwords).  One of the logins usually gets clobbered.

Tom

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Re: Identity Safe loses data

@all,

You need to have the following selected in order to show the Infobar:  Do you by chance have the Infobar hidden, as you should see an entry in the Infobar showing multiple entries for that site and also a down arrow to permit you to select which log in you desire to use or perhaps 

I can go deeper into this area if needed, but it may not have anything to do with it.

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Re: Identity Safe loses data

Mine's checked.

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Re: Identity Safe loses data

so's mine

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Re: Identity Safe loses data

Can either of you see the dropdown in the Infobar which shows multiple log-ins for the same site? 

If so does it display the options when using the down arrow?

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Re: Identity Safe loses data

Yes for me.  That's how I usually switch from one account to the other.

Tom

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