Macintosh OS and unsupported Windows OS or emulations on a Macintosh are unsupported.
- 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)
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.
- 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.
- 512 MB RAM minimum; 1+ GB RAM recommended
- 600 MHz or faster processor
- 40 MB available storage
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.
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.
You can store an unlimited amount of accounts and credit cards.
Almost any Web site that requires a log on can be added to ID Vault. Just follow these steps:
Using a compatible browser and version, go to a web site where you have an account – such a banking or social networking site.
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.
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.
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.
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.
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:
Open your browser and select Tools then Internet Options.
Under the Privacy tab, click on the "Sites" button.
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.
Add the Web address, or URL, for your financial institution into the "Address of website:" field. Click "Allow."
Click "OK" to close the "Internet Options" window.
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:
Open the Internet Options Control Panel.
Click the "General," tab - Browsing History - Delete.
Make sure the boxes for Temporary Internet Files, Cookies, and History are checked.
Click to “Delete.”
Close the Internet Options control panel.
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.
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.
To Uninstall ID Vault:
- Click on "Start," or the Windows flag in the lower, left corner of the computer screen.
- Click on Control Panel.
- Click on Administrative Tools.
- Click on Services.
- 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:
- Click to “Add or Remove Software,” or “Programs and Features.”
- In the Programs list, find the ID Vault software, highlight it, and click to Uninstall.
- 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.
- Complete the Uninstall survey.
- Restart the computer.
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.
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:
- 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
- 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.
- 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.
- • 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.
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?”
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.
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.
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.
- Disable your firewall services to see if that resolves the issue.
- Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions
Ensure that the IDVault executable files are listed, or “approved” in the firwall preferences. Those executables are:
- 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.
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.
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.
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:
- Click on the Options tab.
- Click on the Backup icon.
- 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:
- Click on the Options tab.
- Click on the Restore icon.
- Browse to the location at which you saved the “backup.idv” file.
- Double click on the file name, or highlight it, and click “Okay.”
- Enter the PIN you used to create the backup.
The contents will be restored to the ID Vault accounts list.
- Click on the Options tab.
- Click to “Change Master PIN.”
- Enter your current ID Vault PIN.
- In the pop-up window, enter your new PIN and re-type to confirm.
- Click 'OK' to accept the change.
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.