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Id Vault - 2 Admin level users, only one can access the vault

Being at the end of the DSL, I recently had some phone techs do "something" to my line. The line quality is usually poor and moderate at best. Anyway, I think my problem appeared after that. User1 is me, with admin rights, and it has been that way since the beginning of time. I can get on Norton.com, like right now while I am writing this. From the Norton base I can work my way over to Identity safe which displays the contents of my vault, safe or whatever you call it. But this has not open the vault. The tool bar still says the vault is closed. If I click on the tool bar to open the safe, it attempts to connect to the Norton server and times out. So far this is the only location where User1 is locked out.

Now we step into the Twilight Zone. I activated the Administrator user. It will go into the vault as pretty as you please. In the olden days when I was a consultant, we used to make two supervisor level users in case the client ever manage to hose up the original Supervisor user. I think we usually called the second one Supervisor2 (hee). It doesn't have to be complicated if no one knows about it. 

Anyway, I am at a loss as to what happened. Did my user profile get corrupted or something like that? Do I need to delete "me" and create a new one? I'm not out of ideas but this one came in from left field and I figure I should ask for some suggestions.



Re: Id Vault - 2 Admin level users, only one can access the vault

Hi RichardPDX,

I'm not sure I follow you.  Are your saying one account has administrative privileges and the other account does not? (regardless of what you are calling them)?

Please also tell us which operating system you are using, which Norton Product and version (Help > About), and which browser is your default.

Hopefully we'll be able to assist you after we receive the above requested info. 


Re: Id Vault - 2 Admin level users, only one can access the vault


I think he is asking why his usual account with Admin rights has issues trying to get the Vault to open. If he opens up the Administrator account of the computer, it can get into the Vault without any problem. Can he have 2 Admin accounts with 1 vault.?

For my knowledge, does the answer depend if the Vault is Local or Cloud?


Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus Core Firmware 282 I E 11 Chrome latest version.

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