Error: "A network error is preventing access to your vault..." appears when you log in to Identity Safe online vault in Norton

To check if the issue you are experiencing is related to a known system problem or outage, visit Norton Services Status page.

This issue generally occurs due to temporary network connectivity problems. Network connectivity issues can also happen if your computer goes into hibernation mode. To resolve this issue, check the Internet connectivity and also try signing into the Identity Safe website.

These steps are for the current version of Norton. If you have an older version or if you do not know your product version, go to Norton Update Center.


Check the Internet connectivity

  1. Start your web browser.

  2. Try to connect to the following website:

  3. If you can connect to the website, go to Step 2.

    If you cannot connect to the Internet, check your cable connections or contact your Internet service provider.


Sign out from your Norton account

  1. Start Norton.

  2. In the main window, double-click on Identity.

  3. Click Identity Safe.

  4. In the Norton Identity Safe window, on the bottom, click on your email address, and click Sign in as different user.

  5. Restart the computer.


Sign in to your Norton account

  1. Start Norton.

  2. In the main window, double-click on Identity.

  3. Click Identity Safe.

  4. In the Sign in or create account window, enter your Norton account email address, and click Next.

  5. In the Sign in window, enter your Norton account password, and click Sign In.

  6. In the Vault Closed window, enter your vault password, and click Open.

    If the problem still persists, go to Step 4.


Check your online vault access

  1. Open the Norton Identity Safe website.

  2. Sign in with your registered email address and password.

  3. In the Open your vault window, type your online vault password, and then click Open Vault.

    If you can access your online vault from the Identity Safe website, then wait for an hour and then try logging to the Identity Safe from your Norton product.

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DOCID: v102181096_EndUserProfile_en_us
Operating System: Windows
Last modified: 03/29/2018