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Logging into Identity Safe vault

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I have just installed the latest version of Norton 360 on a new laptop.  I had already created an online Identity Safe vault on another pc -however I cannot log into it on this pc.  When I select 'Access Vault' and am prompted to enter my email address to sign in it says 'looking for account' for a few seconds and then just stays where it is.  ( I don't get an error message as some others on this forum have done.)  I chatted to a Symantec employee for nearly two hours, and she uninstalled and reinstalled, and then deleted some file - all to no avail.  Could someone help me to resolve this issue?  Thanks.


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