Saturday, October 24, 2015

Solved unable to sign in Norton Identity Safe problem

I use Norton Internet Security as the security solution for my home computers, and use the Norton Identity Safe that comes with it to store my web accesses identity information.

Few days ago, when I tried to open my vault in my web browser as usual, I found out that I can't login to Norton Identity Safe.

The symptom is like this:

When I tried to open the vault, I saw this "Get started" pop-up window.

Fine. Click on the "Sign in" button, I was required to provide my email address and password as registered with Symantec to continue.

I keyed in the email address and password, and the window showed it was connecting to the server. The next screen, instead of logged in, it went back to the "Get started" screen again.

I used the same email address and password to login to Norton website, I was able to login without any problem. This means that my email and password combination to login to Norton is correct.

After numerous trial and error, finally I discovered the solution!

Here is the trick: you need to logout from Norton Internet Security before you can successfully login to Norton Identity Safe.

To logout Norton Internet Security, open the application, then click on your email address shown in "Sign in as" corner, and click OK.

After that, go back to the web browser to open the vault.

This time, after entered my email address and password, I finally saw this familiar window:

Key in my vault password, and the vault is opened.

By the way, once successful login to Norton Identity Safe, you will automatically logged in to Norton Internet Security as well, even though you have logout just now.


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