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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?

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拍手0

Re: Identity Safe loses data

Well, that appears to be working as advertised.

拍手0

Re: Identity Safe loses data

Hi I have started to have the data losses on some log in's for the past few weeks and would like a fix but for the time being I set my setting to how "Yank" has shown

I am running NIS 2016

thanks

拍手0

Re: Identity Safe loses data

On March 30 I set the Save my Credentials to NO and last week I changed to ASK.

I have not had any lost login/password problems since then.

Prior to that I had it set to ALWAYS and that is where I had the problems.

I will leave it on ASK for the present time.

This is IE 11 with Local Vault.

Jim

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Re: Identity Safe loses data

As Jim P stated, it's not that it doesn't work. It does work, it's just that some user IDs are missing. Mine lost 4 user IDs: Apple, Kohls, Facebook, and Vanguard. The passwords are still there. The User IDs display as 0. Doesn't seem to matter if you have multiple IDs for a site or not. I am using IE11 on Windows 10, local vault only. (I do not like online vaults. With so many things being hacked, I don't trust them.)

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Re: Identity Safe loses data

Interesting that only the User IDs have been affected for you owlyn.  I use Chrome, and at one time or another, I've had everything but the Tags field nailed... Title, Login URL, Username and Password.  It must pick on specific browsers differently.

Tom

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Re: Identity Safe loses data

The same login that I had mentioned earlier in this thread got blasted again today three different times, in three different ways.  First it wiped out the Username and Password.  The second time it was the Title, and the last time it was the Login URL.

Tom

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Re: Identity Safe loses data

    I have 2 Android phones and 2 Windows PCs (both IE11), one with Anniversary update and one with Creator's update. A few days ago most (but not all) of my login information was missing from my online Norton password vault on all devices. Fortunately, my notes remained unchanged.

   I uploaded my local vault login information  to the online vault using the Anniversary update PC. That worked fine. No other device maintained a local vault of logins.

  The online vault is apparently not synching as I cannot obtain updated online vault from any device other than the one I used to upload the local vault logins.

   Norton says to be patient as it is a server error which they will fix.

拍手0

Re: Identity Safe loses data

Apparently Norton are working on this issue or so I was told last night

拍手0

Re: Identity Safe loses data

   From what I gather from viewing threads in this forum, it looks like there have been issues with the identity safe login/password vault for over a month. I guess there's nothing we can do but wait for Norton to resolve.

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Re: Identity Safe loses data

Patrick55:

    I have 2 Android phones and 2 Windows PCs (both IE11), one with Anniversary update and one with Creator's update. A few days ago most (but not all) of my login information was missing from my online Norton password vault on all devices. Fortunately, my notes remained unchanged.

   I uploaded my local vault login information  to the online vault using the Anniversary update PC. That worked fine. No other device maintained a local vault of logins.

  The online vault is apparently not synching as I cannot obtain updated online vault from any device other than the one I used to upload the local vault logins.

   Norton says to be patient as it is a server error which they will fix.

Something I am curious about and perhaps you can test this and report the results.

Open Firefox, select the Norton Identity Safe Icon (Keyhole) in upper right corner > sign in to your Norton Account and then enter your vault password.  Does the Sync Complete pop-up appear in the lower right corner?

If not, once logged into your Vault, select the ID safe Icon again and in the lower right corner click on the three dots > select Sync Vault from the menu and see if the pop up occurs saying that sync is complete.

If you get either result to show sync complete, close down FF nd then go to IE and see if it had any effect on your vaults updating.

拍手0

Re: Identity Safe loses data

Thanks, yank. I'd prefer to not start with another browser (Firefox). I'm going too contact the "escalation team" tomorrow and will let you know what they say.

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Re: Identity Safe loses data

after a period of working OK Identity Safe has blasted my Virgin Media mail password and facebook username and password (on 2 separate occasions) within a single day :-(

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Re: Identity Safe loses data

jim-p

Don't feel bad... after working fine for a week or so, my Mediacom account got blasted over and over again over the space of a couple days.  I figured complaining any more was pointless.

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Re: Identity Safe loses data

I've been experiencing the same issue. Tried all the suggestions mentioned in this thread. I've had the username changed to 0 on several different accounts - American Express, Facebook, Bank America, Merrill Lynch, and others. I've started making sure I know the username for the account before I go there. Looks like so far Norton hasn't come up with a solution. I'm running Windows 10 Pro, use IE11, and also sync my vault for use on other devices. Would really like to see a fix for this...

拍手0

Re: Identity Safe loses data

Any updates?  Mine has been doing the same thing.  I've lost my Amazon credentials so many times. Chrome browser.

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Re: Identity Safe loses data

Hello

There is an Announcement at the top of the Forum Board.

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.
拍手0

Re: Identity Safe loses data

Are you talking about the "Missing Vault" post?  That's not the issue people on this thread are experiencing.

拍手0

Re: Identity Safe loses data

I was about to say that the latest patch fixed this but today it started blasting my accounts again :-(

I am seriously thinking of installing keepass, which I use on my work machines and phone

拍手0

Re: Identity Safe loses data

No, my issue is exactly as so many have posted here. I have the vault and it is not missing.

拍手0

Re: Identity Safe loses data

The problem users are seeing here is a corruption of the vault contents. If you follow the instructions in the 'Missing vault' post at the top of the forum, it should also fix the issues in this thread.

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

Hello Peter

I posted about the Announcement on top and was told that isn't what the users in this thread are complaining about.

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

Hi floplot

The users here are saying it is not the same issue. My point is that their vaults are corrupted, and the announcement tells them how to restore their vault from a backup on their computer.

So, although it is not the same exact problem, the same fix will work for both.

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

Hello

Yep.

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

Yes the vault was corrupted and restoring from a backup helps but ... Identity Safe has just gone and corrupted it again.

We can't be expected to keep restoring our data when the root cause hasn't been fixed - Identity Safe seems to corrupt account data particularly where there is more than one login for the same site. Please fix this instead of telling us to restore our vault data because of a bug in the software!

拍手0

Re: Identity Safe loses data

I second that!

拍手0

Re: Identity Safe loses data

I'm glad I'm not the only one experiencing this - I've been mysteriously losing my usernames for the past few months. I work with over 20 websites on a regular basis for my business, each having its own username for various reasons. I have identified 3 sites that seem to be regularly losing data.  I'm posting here so I can follow if there is ever a resolution to this issue. 

拍手0

Re: Identity Safe loses data

I haven't posted on this issue in a while, I thought that with so many people experiencing this issue that it would be identified by now. I suspect that with new software changes, constant changes with chrome browser and the distraction of trying to sell the "lifelock" system, Norton has put this on the back burner.  sigh

I cannot express how disappointing this is for me.  I am using the Norton 360 for 3 machines, I have been a subscriber for 10 years at least and I really continue because the loss of the Identity Safe would be disasterous for me.  However the constant loss of login data from my local vaults has caused untold problems with email accounts, banking logins, Ebay logins resulting in a complete lockout from the site due to 3 or more guesses on my part or simply being unable to login because I was traveling with a laptop and didn't have access to another machine to recover the missing data from.

I should not need to go into details here since all of the user posts have clearly outlined the problem exists. (This tells me that if the Norton troubleshooters actually use their own product they SHOULD be having the same problems)  

Repeat of issues.  Problem started in March 2017 after renewing my subscription to Norton 360.   I run it on 3 machines: a desktop running Windows 7- an aging laptop running Vista and a new laptop running Win 10.   I will lose login data when using IE11 and Chrome browsers.   (Chrome is especially bad for Ebay logins)    Sites include Corecomm Email login, Gmail Logins and Hotmail (Livemail) logins.  However Ebay, Wells Fargo Online banking, Investment site logins are the most commonly affected.    The chrome browser does not do the pop up asking for me to save new logins even though this is checked in settings.  The windows 10 laptop will NOT load and work with ID safe unless I go to the Norton website and log into Norton!   Since I have chosen to keep ALL my vaults local this makes no sense.  

I am currently experimenting with KeePass on a tablet.  It seems to be rock solid but requires a lengthy manual entry of all my data initially for everything.  This is a drawback.  I would give anything to just have my old Norton ID safe back. It worked flawlessly for over 10 years.

Sorry about going on and on...

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Re: Identity Safe loses data

well stated. I too am reluctant to install keepass on my home system as I prefer the auto-complete feature of IdentitySafe but the constant loss of data in inexcusable. My Norton 360 renewal is coming up and I must serious think whether it is longer worthwhile or to move to another trusted AV vendor

BTW you can share the keepass key file between systems using LiveCloud and the like - I've started using this between my work laptop and Android phone - although the manual copy and paste on Android is a pain

拍手0

Re: Identity Safe loses data

Just thought I'd pop in and say Hi, and let everybody know that this is still going on at my house.  Anybody else notice improvements yet?

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Re: Identity Safe loses data

NO - In fact, I've lost at least 5 logins in the last week. Very very frustrating.  I'm thinking I need to switch providers which is maddening.

拍手0

Re: Identity Safe loses data

same here - it's seemed to have got worse. I've lost so many logins that I've had to install KeePass to be the definitive source of passwords because I can no longer trust the IdentitySafe backups. In particular it's a lot worse now that FaceBook have chosen to display icons of your different logins - I have actually seen the account info disappear from IdentitySafe when logging out of one FB account several times

拍手0

Re: Identity Safe loses data

MJP - It's not easy to reproduce because the problem appears to be completely random - but it is REALLY a problem for someone like me who uses 30 different websites to conduct my business. When is Symantec going to address this?  How can we help you?

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Re: Identity Safe loses data

As Mizelana states, it is totally random in how the problem occurs.  One similarity that jim-p and I have noticed is that when we have two or more logins pointing at the same URL (such as multiple email accounts for the same ISP), those seem to be the most frequently clobbered.  As far as the fields that can be blanked, I've seen Title, Login URL, Username and Password, all (but not at the same time) get cleared at one time or another.

拍手0

Re: Identity Safe loses data

All of the problems are continuing to occur.  The constant loss of ID field data causes great loss of time and productivity.  (I run 3 machines using Norton360 Prem, Vista Laptop, Win7 Bus. Dsktp and Win10 Lptp)  Interestingly, the Win10 laptop causes the most grief. I use it traveling and don't have other machines to retrieve some of these seldom used UID's or Passwd or Both in some cases.    Norton ID safe quit working with Firefox completely a week ago, then came back a few days ago but the old problem with the toolbar login reoccurred.  (IE. I was asked to login to the local vault on the laptop and it insisted I login to Norton online.  So I did in desperation but immediately after the online login the popup box asking me to login to the vault came back and around and around I went to infinity.   A few hours later, I tried to open the vault again and the popup now allowed me to login using my local Password and voila the vault was open.    

I am long past being upset with Norton for not fixing this.  I am really saddened that Norton has either elected to not fix this or (worse) they can't fix it.  

(PS I qualified for a free subscription to lifelock but after this debaucle with the IDSafe, I would NEVER trust Norton with personal information of mine.  I seriously doubt they understand how important login UID's and Passwords are to us?)

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Re: Identity Safe loses data

Excuse me if I am missing something nansmith, but to the best of my knowledge, the new FF extension does not function with a Local Vault.    You must use a Cloud Vault with FF.

A Local Vault will still function with Internet Explorer and Chrome.

拍手0

Re: Identity Safe loses data

I had no idea.  However, the only one of my machines that I added the firefox browser to was the New windows 10 machine.  I remember I was forced to do it because IE-11 regularly causes lockups for a week or so right after a win10 updates.  It makes working impossible!   You may be onto something here.   I also am now having problems signing onto the vault on the win10 machine because sometimes it insists I log on to Norton.   Ah ha.   Thank you for this insight.   Since I do not want to have a password vault in ANYONES cloud and have opted for local vaults always....   Is my only option now to uninstall the entire Norton 360 from this machine?   Can I then download and reinstall it so that I can have my local vault back?  

Thank you in advance for your assistance

nsmith

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Re: Identity Safe loses data

Hello nansmith

I think you can use a local vault if you change your browser to either IE 11 or Chrome on your Win 10 computer. I will leave it to others to tell you how to do it.

Thanks

@peterweb

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

 Since I do not want to have a password vault in ANYONES cloud and have opted for local vaults always....   Is my only option now to uninstall the entire Norton 360 from this machine?   Can I then download and reinstall it so that I can have my local vault back?  

If you uninstall your Norton Product and reinstall it, you will be back at the same place you are now, unless you follow the directions I suggest below. You will only be able to set up ID Safe with a cloud vault. The ability to create a new local vault was lost a number of years ago now.

As long as you have had a local vault at some time it is possible to regain it if you have been converted to the online vault. Check the information gathered by user elsewhere in this thread.   https://community.norton.com/en/forums/retaining-your-local-vault   Be sure you read through the thread, because there are some clarification part way down the thread.

Things happen. Export/Backup your Norton Password Manager data.
拍手0

Re: Identity Safe loses data

I have been having the same trouble too since the Norton upgrade earlier in the year. Parts or all of the information contained with the Identity Safe gets wiped on a regular basis. I contacted Norton when it first started happening and spoke "real-time" to an advisor who was pretty cagey and guarded with his replies - saying that it was a Norton issue that would be fixed with another patch. For a while after it did not happen so regularly - and there was no thread like this at the time - but in the last couple of weeks the information in the Identity safe gets trashed regularly - so much so that I have had to write all the usernames and passwords down on a piece of paper, which kind of negates the whole thing I was trying to keep safe.

My vault is set to local (no cloud) and is only used on one machine. I use IE11 running Windows 7 - I do use Google Chrome as well as the IE browser is pretty useless. I used to think that when the vault was open, using different browsers during one session made the problem of data loss worse, but this may have been a red herring as the data disappears when only IE is used - or vice versa.
I will follow this discussion with interest ....
Regards  

拍手0

Re: Identity Safe loses data

After a recent Norton update my Identity Safe seems to be fairly stable - for about two weeks now - which is something of an improvement. Maybe it pays to moan?
Will keep monitoring ....

Regards

拍手0

Re: Identity Safe loses data

I agree... happily, t's been pretty stable for the last couple weeks!  Thank you Norton!

拍手0

Re: Identity Safe loses data

I just lost a user id on Tuesday.  I just processed live update today so perhaps this problem is solved. I'll report back in a couple of weeks. Fingers crossed!

拍手0

Re: Identity Safe loses data

Same here - it does seem stable after the last update. Keeping my fingers crossed that this has been solved

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