ID Vault™ Support

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What are the operating systems, web browsers, and computer hardware requirements for ID Vault?

Operating System
  • Windows 8 (32 or 64-bit version)
  • Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
  • Windows Vista (32 or 64-bit version) with Service Pack 1 or 2
  • Windows XP (32-bit only) with each Service Pack Update (3)
Macintosh OS and unsupported Windows OS or emulations on a Macintosh are unsupported.

Microsoft .net Framework

Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the ID Vault software.

If the customer does not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the installation will stop, reverting to the prior state of the computer – leaving it “untouched,” or as it was prior to the installation attempt. However, the customer will not be able to install or use the Connect software until they have successfully installed Microsoft .net Framework 4.0.

Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after the repair. The third link is to common Microsoft fix-it locations.

Web Browser

  • Internet Explorer version 7 or later
  • Firefox version 11 or later
  • Google Chrome version 18 or later

The above browser versions are relevant IF the customer wishes to use one of these browsers as the default browser. Any Windows-compatible browser can be used, but only a compatible default browser will allow the ID Vault software to operate fully – meaning for the prompting to work, and for “Other” accounts to open.

PC Hardware Requirements

  • 512 MB RAM minimum; 1+ GB RAM recommended
  • 600 MHz or faster processor
  • 40 MB available storage

Why should I use ID Vault when I already have other software that stores my passwords?

Unlike the other password managers, financial/banking account locations and credentials stored using the Constant Guard Protection Suite secure account feature open in the Secure ViewTM proprietary secure browser and NOT in a general, public browser (IE, Firefox, Chrome). When opening, in the Secure View browser, our servers check the financial site address to ensure that it is the correct site. We validate the IP addresses, and do this for over 8k financial institutions in the United States. In conjunction with the PIN authentication, this delivers a two tier authentication process to protect our customers. For non-financial sites, the customer still benefits from the ease of using the single PIN entry for one-click access to their stored accounts.

I’m on a log in page, and I’m not prompted to add the site to ID Vault. Why not?

  • Use a compatible browser - Make sure that you are using a compatible version of Internet Explorer, Firefox, or Chrome, and that a compatible version has been set as your default browser.
  • Enable the browser - ID Vault uses a Browser Helper Object (BHO), often called an add-on, plug-in or extension to communicate with the browser. For prompting to take place, a compatible browser must be used, and the BHO must be enabled. Go to the browser “Tools,” “Plug ins,” or “Settings” and make sure the ID Vault is listed in the Add-ons, Plug-ins or Extensions. If it is not listed, you may need to find the option to “Check For Updates,” in your browser. Once the BHO is listed, you may need to click to “Enable” it.
  • Check the “Never Ask” list – If you have clicked “Never,” at some point when prompted to add a particular account, you will not be prompted again unless you remove that site from the “Never Ask” list. Click on the ID Vault “Options” tab, to “Modify my never ask list of web sites,…” There, you can see if the site is listed, and can check to allow the site to prompt.
  • Incompatible – it is possible that a site will not prompt –ever, because of the way the page is designed. ID Vault will only prompt you to add an account if the web design for the page “triggers” it by “telling” the ID Vault software that there are User Name and/or password fields on the page. If that coding is not present, then you will not be prompted to add the site. This can be an issue with smaller web sites where the design may not follow common web site design rules.

How many accounts can I protect with my ID Vault?

You can store an unlimited amount of accounts and credit cards.

How do I add my online accounts to my ID Vault?

Almost any Web site that requires a log on can be added to ID Vault. Just follow these steps:

  1. Using a compatible browser and version, go to a web site where you have an account – such a banking or social networking site.
  2. Browse to the login page, if it is not the main page of the web site, and click on the User Name, or Password field to enter your credentials.
  3. If the web site is for a bank or financial organization, it may be listed in our “Trusted Network,” a list of over 8,000 banks and financial institutions for which we monitor the IP/Server addresses. If this is the case, you will be prompted immediately to log in in order to add the account to the ID Vault list of secure accounts. If the web site is NOT in our Trusted Network, just log into the account as you normally would, and when you hit “enter,” or “submit” the credentials to log in, you will be prompted to add the account to the ID Vault list. After the account has been added, a dialogue box will appear informing you that the account has been added to the ID Vault.

Can I add more than one account for the same bank to my ID Vault?

Yes. Your ID Vault will automatically assign a numeric suffix so that up to four accounts may be added for the same bank. You can always change the name of a saved account by right clicking on the account name in the list and selecting 'Rename' from the menu. *Most* non-financial accounts will not prompt, allowing multiple accounts to be created. This is by design due to customer requests.

I am unable to sign in to my Financial Account through my ID Vault PIN. It continues to ask me additional questions.

There are many financial sites where usernames and passwords are entered on separate pages, and additional security questions or steps are required. The Bank of America Online banking is a good example, where the customer needs to identity a picture, a title, and answer multiple security questions. The picture, questions and answers, are all stored in the computer browser as a secure cookie, AND this cookie must be re-created successfully in the ID Vault secure browser, “Secure View,” in order for the account to be stored and opened securely and successfully using ID Vault. A "cookie" is information that a Web site stores on your computer so that it can remember something about you at a later date. For instance, if you go to the eBay site, and your name is automatically filled in, a cookie has been created, by eBay, and it has been stored in your browser so that when you go to the eBay site, your name is automatically filled in.

For your ID Vault to work properly with these financial sites, it is necessary to store these cookies in your browser. Some financial sites use cookies to verify your identity. If your computer is not storing cookies for your financial institution(s) correctly, your ID Vault will not work correctly.

To check whether cookies are being stored for an online financial account:

Sign in to the site manually, using your default browser - not with the ID Vault. If you are asked a security question such as your mother's maiden name or the name of your first pet, then cookies are not being stored properly on your computer for this account.

To modify your browser settings so that cookies are properly stored for our financial institution:

  1. Open your browser and select Tools then Internet Options.
  2. Under the Privacy tab, click on the "Sites" button.
  3. In "Per Site Privacy Actions" window, look for the name of your financial institution's Web site URL in the "Managed websites" list. If it is not there, your computer is not set to save cookies for this site.
  4. Add the Web address, or URL, for your financial institution into the "Address of website:" field. Click "Allow."
  5. Click "OK" to close the "Internet Options" window.
  6. Close your browser to ensure the changes will take effect. Cookies for this Web site will be stored regardless of your other Internet security settings.

Once you have verified that the cookie settings are correct, log into your account once manually, without using ID Vault, to ensure that the site cookies will be stored on your computer. When logging in manually, pay attention to the page with the security questions, as this page may prompt you to have the page “Remember Me,” or remember the computer. That is actually where you tell the bank to remember your computer – and that is when the cookie is created.

Once you have successfully signed in to the web site, sign out of the web site. Create the account again using ID Vault.

If you are still unable to sign in to your financial account after setting cookies for your financial institution, it is likely that an old version of the web page has been stored in the computer browsing history. Simply clear the browser cache. To do this:

  1. Open the Internet Options Control Panel.
  2. Click the "General," tab - Browsing History - Delete.
  3. Make sure the boxes for Temporary Internet Files, Cookies, and History are checked.
  4. Click to “Delete.”
  5. Close the Internet Options control panel.
  6. Close the browser window for the changes to take effect.

Log into the site again, using your browser and without using the ID Vault. If prompted, answer the security questions, and make sure you check to have the site “Remember me,” or “Remember The Computer,” or similar. After logging into the account information, Log out. You should now be able to log in, and when prompted, ADD the account to the ID Vault.

How do I edit an online account?

Only Financial accounts, and certain larger non-financial accounts can be edited. To edit an account, right click on the account name in the list and select edit. The Secure View browser will open and you will be prompted to log in to your account again with your new user name and password. Your ID Vault will automatically update your account with new information.

If the “edit” option is not available for an account, right click on the account name, click to “delete” the account, and then browse to the account web site and add it again.

How do I uninstall my ID Vault software?

To Uninstall ID Vault:

  1. Click on "Start," or the Windows flag in the lower, left corner of the computer screen.
  2. Click on Control Panel.
  3. Click on Administrative Tools.
  4. Click on Services.
  5. Find ID Vault in the list of services – click to highlight it, and click to STOP the service.

After the service has stopped, return to the Control Panel:

  1. Click to “Add or Remove Software,” or “Programs and Features.”
  2. In the Programs list, find the ID Vault software, highlight it, and click to Uninstall.
  3. If you plan to re-install your ID Vault, select 'Yes' when prompted to "Save secure password file?" If you don't plan to re-install your ID Vault, click 'No'. This will remove ID Vault PIN, and will delete any stored passwords.
  4. Complete the Uninstall survey.
  5. Restart the computer.

I can’t access an account stored in my ID Vault.

Banks and other Web sites periodically change their sign-on web pages-to offer a promotion, during mergers, or to change their log-on procedures. Usually, these changes don't affect the log-on by your ID Vault, but if the change affects a link, or a field associated with the stored ID Vault account, the account may not open using the ID Vault. If this occurs, follow the instructions to “Edit an online account,” or simply right-click on the account name, delete the account, and recreate it.

How do I resolve a Communication Error, Connection Error, or a message that I must be connected to the internet? I AM connected to the internet.

Communication and Connection Errors usually occur if the ID Vault connection is poor, non-existent., OR if the communication to and from our servers is blocked. For this reason, it’s possible that the customer can connect to the internet to check their mail, or browse the web, but gets a message that they must be connected to the internet, when trying to access ID Vault. This is usually because the communication to and from the computer to our servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:

  1. Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the current location of the computer – this means correct time zone and daylight savings time setting
  2. Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open.
  3. See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication. You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions for the computer are up-to-date.
  4. • You can click this link to download/run our Diagnostics Tool. It will run six simple tests on your computer and will return the results in a bar chart. If all bars are green, there is no problem. If any bar is red, there is a connections/communications issue, and you would need to find and resolve the issue before you can use the ID Vault software.

I am seeing a “Site Has Changed” error what do I do?

If you see the error when accessing a financial site, such as a bank, click on the ? from the ID Vault home page, and click to “Check For Updates.” This will update the version of the trusted network database for your computer. Then, try to access the account again, and see if the issue is resolved. If the issue remains, try editing or deleting the account and then adding it again, per the instructions for “How do I edit an online account?”

I am seeing an “IP Address” or “Fraud” warning which keeps me from accessing my bank account!

Click on the ? from the ID Vault home page, and click to “Check For Updates.” This will update the version of the trusted network database for your computer. Then, try to access the account again, and see if the issue is resolved. If the issue remains, click the ? icon, and contact the Support organization in order to report the site issue. The error means that the bank or financial institution has changed the IP address of the server which houses your stored account at the bank. This is very common, and is a security practice for most banks. Although we track the bank IP addresses and update them daily for our Trusted Network, if you are seeing the error, it means that we have not yet released a database update which includes the change(s) for your bank. Just contact us, and we will verify the change, and make the change in our database. We release the database updates at least weekly on Wednesday evenings.

I’m getting the message, “User is already logged in,” and I can’t access my ID Vault.

If you have logged into your ID Vault and then log into the same computer as another user, your ID Vault cannot be accessed until the original log-in has been cancelled. The easiest way to fix this situation is to log the other user off the computer.

I can’t open my financial accounts or receive software updates.

If you have problems accessing a financial site, or receiving update information, your ID Vault services is probably being blocked by a firewall or anti-virus application. In order to remedy this follow the instructions for the Communications or Connections errors. Often, just ensuring the system clock is set correctly will resolve these issues. If not it is probable that our services are being blocked by a firewall or piece of security software on your computer. If our PIN service cannot communicate with your computer, your secure accounts will not open, and if our Update service cannot communicate, you will not receive Updates to the database or other services.

  1. Disable your firewall services to see if that resolves the issue.
  2. Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions
  3. Ensure that the IDVault executable files are listed, or “approved” in the firwall preferences. Those executables are:
    • IDVault.exe
    • Idvaultupdate.exe
    • Idvaultsetup.exe (only present during installation and activation)

In all cases it is best to check with the application manufacturer, read the manual or search the on-line help to see how to add ID Vault, or any other application to the list of safe software and/or sites.

I just changed my browser and now see something about enabling the software or the browser. What is this?

If you have updated your browser you must make sure that the ID Vault software has been update also IF an update is available. Normally, if ID Vault is installed and you update your version of Internet Explorer, Firefox or Chrome, as soon as you try to access ID Vault, you will see an error that the software needs to be updated. Just follow the instructions to Enable the new browser plug-in for the ID Vault. You may also need to open a new browser window and:

  • For Internet Explorer – go to Tools to Manage Add-ons and Enable the Browser Helper Object.
  • For Firefox – go to the Plug-ins to the Tools Icon to Check For Updates and then Enable the Add-on.
  • For Chrome – go to the Settings menu to Extensions and Enable the extension, or search for the extension and Enable it.

Can I access my online accounts if I cancel my ID Vault subscription?

No. There will be a “lag” time between the cancellation and the date the subscription is actually deactivated, so if you wish to note your account log ins, do so prior to cancellation. This information is irretrievable and is stored only on the customer computer. When the subscription is deactivated, the file is deleted.

How do I backup and restore the information in my ID Vault?

The stored account information should be backed up on a regular basis. Although a backup of the stored accounts, connected to the Master PIN is created each time the customer logs out of ID Vault, if anything happens to lock or damage the Microsoft Security Certificate, that information is lost and cannot be recovered. However, if the customer takes the few seconds to create the secure backup, all they need is to enter their PIN to restore the secure backup of their account information.

To Backup ID Vault accounts:

  1. Click on the Options tab.
  2. Click on the Backup icon.
  3. Select a location to save the backup file – usually the Desktop, but a removable storage device, such as a flash drive, is perfect. Once created the backup file call even be e-mailed to the individual. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup. Once a location is determined, click to “Save,” and the “backup.idv” file will be created. It cannot be opened. It can only be imported into ID Vault and the PIN used when the file was created must be entered in order to Restore the contents to the ID Vault.

To Restore ID Vault accounts:

  1. Click on the Options tab.
  2. Click on the Restore icon.
  3. Browse to the location at which you saved the “backup.idv” file.
  4. Double click on the file name, or highlight it, and click “Okay.”
  5. Enter the PIN you used to create the backup.

The contents will be restored to the ID Vault accounts list.

How do I change my Master PIN?

  1. Click on the Options tab.
  2. Click to “Change Master PIN.”
  3. Enter your current ID Vault PIN.
  4. In the pop-up window, enter your new PIN and re-type to confirm.
  5. Click 'OK' to accept the change.

I forgot my Master PIN. How do I get into my stored accounts?

You can’t. Everything associated with your stored accounts and personal information, including the PIN, is encrypted and stored on the computer. None of your personal information is stored by us. If you incorrectly type your PIN number four consecutive times, you will be locked out of your ID Vault. If you do not have your PIN, there is no way to unlock your ID Vault software and access your personal information. No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your ID Vault, so is everyone else. Your information cannot be accessed by anyone without the correct PIN. After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your ID Vault will remain intact. However, you cannot access any of the accounts which were attached to your old log-on/PIN. If a PIN lockout occurs, the stored accounts file is automatically deleted along with the backup copy.

Why should I use ID Vault when I already have other software that stores my passwords?

ID Vault provides the safest and easiest way for you to access your online accounts. White Sky, Inc. recommends using ID Vault because it provides protection from keystroke loggers, phishing websites and malicious software that attacks your browser - security that you don’t get from Internet Explorer, Firefox or Antivirus software. To disable requests to store passwords from these products, follow the steps below:

My computer already has software which stores my UID, PWD – what’s different about ID Vault?

Some software will remember your user names and passwords, but only the ID Vault offers the following important safety features:

  1. Keystroke encryption: Whenever you type information online, the ID Vault encrypts your keystrokes to hide them from password stealing malware.
  2. Secure Browser: The ID Vault opens a opens a secure connection (known as “Secure View” to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
  3. Anti-Phishing: The ID Vault maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the ID Vault verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.

What is ID Vault?

ID Vault is a desktop application that protects your online account passwords, provides one-click secure login to online accounts and creates a single access point for other White Sky, Inc. products and services.

Online Account Protection provides secure storage and convenient single click access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single click access to other White Sky, Inc. products and services is provided on the right hand side of the dashboard. Get more information, download and enroll directly from your desktop dashboard.

How does my ID Vault protect my personal information?

Your ID Vault uses two-factor authentication to protect your information with a PIN that you choose. Without your PIN, no one can access your account information because your PIN is required to get the key that unlocks your encrypted account information. Further, your information is only accessible from your PC - it is not stored remotely on external servers. Since your ID Vault automatically signs you in to your online accounts without you having to type anything, your information is always safe from keystroke-logging malware designed to capture your sign-in credentials.

How does my ID Vault protect me from spyware and keystroke loggers?

Your ID Vault includes anti-key logging protection so you can be confident that any information you type into your ID Vault and its Secure View browser, Internet Explorer or Firefox is safe from prying eyes. Your ID Vault automatically signs you in to your online accounts, keeping you from typing in - and, therefore, potentially revealing - your usernames and passwords. What's more, your ID Vault's Secure View blocks malicious plug-ins and other browser-based threats that you may have unknowingly downloaded to your PC.

How does my ID Vault protect me from phishing?

"Phishing" is used by identity thieves to capture your personal information - account numbers, usernames, passwords, etc. - by getting you to click on a link in an official-looking email that actually takes you to a malicious imposter Web site. You can feel secure knowing that the Online Account Protection services in your ID Vault will put up a warning if you try and enter your financial account password into an unrecognized site. Your ID Vault is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you'll always be signing into a legitimate Web site, not a fake one.

What are the system requirements for ID Vault?

  • Windows XP (SP 2 or later), Vista or Windows 7
  • Internet Explorer version 7 or higher, or Firefox 3.6 or higher
  • 600 MHz processor (minimum)
  • 512 MB RAM (minimum)
  • 40 MB free disk space (minimum)

Some of my "Other Accounts" allow me to edit them directly from the ID Vault dashboard while some do not provide me that option. Why are they different?

At a high level, ID Vault refers to online accounts as one of two types: “financial” and “other.” “Financial” accounts include banks, brokerages, and other financial institutions. “Other” accounts include online accounts, social network sites, and online retailers.

ID Vault also has a secured database, called the Trusted Network, which contains a list of fully documented trusted website login paths, within specific domains. This database maps websites to a clear login path, preventing phishing and other fraudulent website login credential capture methods. By default, all “Financial” accounts are within the Trusted Network. In addition, some “Other” accounts are contained within the Trusted Network, providing them additional security. For example, LinkedIn, and high-use online retailers like Wal-Mart and are included.

For Trusted Network-listed accounts, when you right-click an account name from the one point, the “Edit” account option is actionable. When the “Edit” option is clicked the site login page is loaded into SecureView and the new login credentials can be updated.

For accounts not in the Trusted Network the “Edit” account option is disabled and grayed out. This is by design for security reasons because ID Vault is unable to verify the login URL is current and accurate.

To securely update an "Other" account with a disabled "Edit" option:

  1. Open the ID Vault dashboard
  2. Right-click the “Other Account” you want to update
  3. Select “Delete” and confirm that you want to delete the account.
  4. Click the “Add Other Account…” dashboard link
  5. Add the URL of the site you wish to update in the address bar
  6. Login to the account
  7. When prompted by ID Vault, “Add” the account

How will I know if I'm using the latest ID Vault software?

From your ID Vault, click the help icon, then select "Check for Updates" from the menu. The software will check to see if you are up-to-date. If a more recent version of the ID Vault software is available, it will be installed automatically.

Can I back up the information in my ID Vault?

We recommend that you regularly backup your ID Vault so that if anything happens to your computer, you can re-install ID Vault on a new computer and restore all your personal information in one step.

To create a backup follow these steps:

  • Click on the Options tab on your dashboard
  • Click on the Backup icon
  • Select a location to save the backup file. A removable storage device, such as a flash drive, is perfect. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup.

To restore your ID Vault follow these steps:

  • Download and install ID Vault on a new or re-imaged computer
  • You can access the download link at any time from the Comcast Security home page
  • Click on the Options tab on your dashboard
  • Click on the Restore icon and locate the saved file on your flash drive or computer
  • Enter your PIN and your information will be restored into your ID Vault on this   computer

What if I get a new computer?

If you get a new computer or have to re-image your existing computer, you'll need to re-install ID Vault. If you have access to your old computer or have ID Vault installed on another machine, we recommend that you create a back-up of your ID Vault to a removable storage device as described in the FAQ 'Can I back up the information in my ID Vault?'

You can download and install ID Vault using the link on the right side of this page.

The software is compatible with PC Windows Operating systems (not Mac compatible).

Once the software is installed, plug in the removable storage device that you backed up to. In your ID Vault, click on the Options tab on the left side of your dashboard, then click on the Restore icon and select the backup file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online accounts list.

What if I forget my PIN?

If you incorrectly type your PIN number four consecutive times, you will be locked out of your ID Vault. If you do not have your PIN, there is no way to unlock the ID Vault software and access your personal information.

White Sky, Inc. does not have a record of your PIN, or any way to unlock your subscription once it has been locked. Although you are locked out of your ID Vault, so is everyone else. Your information cannot be accessed without the PIN.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your ID Vault will remain intact, however, you cannot access any of the accounts which were attached to your old PIN. You will need to re-add any accounts which were tied to the previous PIN.

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