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Kudos0

Backup restore problems

My hard drive crashed but I had Norton 360 doing backups of my data on an external drive and I have 9300 files (6.5 Gig) of data I want to restore from my external drive.  I tried the 360 restore and it restored the folders and some pics but in all I only got 441 files (6,5 meg).  I went to Norton chat and the tech tried three times but got the same results.  On my external drive you can see the files and their size but Norton can't read them for some reason and I just get error messages after thi\e restore saying file couldn't be read.  Some have a fairly long extension and a Norton pop up said that could be the part of the problem.  I don't get it if Norton backed up the files why can't it restore them, I really need this data back, any help would be appreciated.

Replies

Kudos0

Re: Backup restore problems

I have a passport drive and after loading my Norton update, I'm denied access to any file on the passport.  I'm the only user and signed in as administrator but the response is "you do not have permission to view this file"

Kudos0

Re: Backup restore problems

Hello jbockhold.

Welcome to the Norton Community Forums.

Sorry for the delay in responding but I have been away for a while.

When you say that you have "9300 files (6.5 Gig) of data I want to restore", where do you get that figure from?  Was it from the Preview option on N360 before the drive crashed?

My concern is that N360 may have only been backing up the 411 files in the first place so a clarification would be helpful.

Also some idea whether you had more than one backup set that you used would be helpful.

Finally if you look at the N360_BACKUP folder on your backup drive using Windows Explorer how many folders do you see in it?

I look forward to hearing back from you.

Mike
Kudos0

Re: Backup restore problems

Michael McKinney:

I have a passport drive and after loading my Norton update, I'm denied access to any file on the passport.  I'm the only user and signed in as administrator but the response is "you do not have permission to view this file"

Hello Michael McKinney.

Welcome to the Norton Community Forums.

I do not see that your post is related to the issues raised by jbockhold and think your post might have been better in a separate thread but as I hope it can be resolved quickly I will try responding here.

Sometime Windows does not give full rights by default even to an Administrator, however if you persist and tell it that you do have the rights by instructing it to proceed or going in to file properties and editing the security settings, then it should give you full access.

If my suggestion does not resolve the issue it might be helpful if you told us what you were trying to do when the message arises.

Mike
Kudos0

Re: Backup restore problems

My files were saved on an Seagate 500GB external drive and when I try restore it tells me the number of files and size it is trying to restore.  When I run restore it brings all the folders over and only a few of the actual data files (mainly those that were in a root directory not a sub folder)  My external drive had only one N360 backup set dated for June.  On an older external drive (a MYBOOK 500GB) I had there was a N360 backup set from May that I was able to restore but it only had about 5 gig of data in it.  The reason I don't have any newer back up sets is that I had set my N360 to backup to my new external drive and when I was traveling I didn't have it with me and I didn't plug it in when I got back home but the June back up has 99% of the data I'm trying to get back.

The N360 file has only one folder with a long name, then under that there are 16 sub folders (0-9 and a-f plus a backup db file).  Each folder has between 125-150 files of various sizes.  I attached a snapshot.  ( In MY MY BOOK backup there were between 400-500 files in each folder, not sure why the difference) While I waiting for a response I tried using Norton on-line chat and they tried to restore my files but they experienced the same problem that they only got the folders but not the data, and they tried several different ways and even reinstalling an older N360 but none of it worked.   I'm supposed to get a call from a senior tech but in looking on the web I see other people have had problems restoring from N360. 

My computer has a new hard drive and I need to get the data off my external, I'm just glad I didn't have my back up set to my internal hard drive or I would of lost everything.

John

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Kudos0

Re: Backup restore problems

Hi John.

Thanks for that clear explanation.  Sadly it leaves me feeling that I am probably not able to help, though I believe that the Norton Chat team have the best hope of helping you.  Do let us know how they/you get on.

The odd folder structure you describe is the standard structure for Norton backups.  It is encrypted so you will see no correlation to the actual files that have been backed up.

It is possible that something had gone wrong with your last backup and that the files are either not there or were corrupted but I hope not and hope that the Norton team will get them back for you.

However while you are waiting a thought occurs to me....

  1. Go to restore but do not set it up to restore everything try browsing through the file structure to find one or two files that you want that have not so far been restored.  Select those and then try a restore.  Do not do it to the original location but try it to a new location and see what happens.
     
  2. You should note that when restoring to a new location all the old file tree structure is placed in the new location so you will probably have to dig down to find the files but hopefully you will find them.  Whether you do, or not do let us know what you find.

Good luck.

Mike
Kudos0

Re: Backup restore problems

Poor customer service, I had a scheduled time to be called by Norton Level 3 support due to my problem, they never called, second time Norton Support was to call and did not call. I called Norton support and was told my problem was elevated but I would have to wait 24-48 hours for a callback sometime.  They don't get it; it does no good to call when I'm not at my computer that is why a time was scheduled and they can not directly connect you to level 3 support as they only can send emails for support to arrange a call.  It scares me to think I'm trusting my computer security to a company that can't even keep an appointment or make a call to connect you to a higher level support with out sending an email.

And Mike I can't pick a file that I don't know was restored because N360 changes the file names so I have no idea what is or isn't coming in, I could pick a file but I wouldn't know what file to look for and where to look.  Please explain why N360 feels the need to rename the files it restores, it would be a lot easier if the just left the file names the same as security shouldn't be an issue as the are on our private drives.

Kudos0

Re: Backup restore problems

Hello again jbockhold.

Sorry to hear about the customer service, hopefully it will improve before too long.  

As for your second paragraph it leaves me puzzled.  When I try a restore, having selected the backup to restore from I can then select the files from a screen such as this:-

which as you can see give the original name, the file size and the backup date.  What are you seeing?

Mike
Kudos0

Re: Backup restore problems

Two quick questions jbockhold.

  1. What operating system are you using and what operating system were you using when you did the old backup?
  2. Have you restarted your computer recently (i.e used the Restart option as opposed to Shut down followed by switching back on)?  If not try that and then see if you can get back some more files.
Mike
Kudos0

Re: Backup restore problems

Answer to your questions:

1. I'm using the same computer with a new hard drive, both are/were operating with Windows 8.1

2. I attached a screen shot before and here it is again, they gave each file a long name.  This was the same for the files that did restore with the older restore I did from a different external hard drive, they only different on the successful restore is that those folders had between 400-500 files per folder and the newer backup has only 125-150 files per folder.  My files were stored externally not at Norton on-line.

I have restarted my computer but I will try again, who knows.

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Kudos1 Stats

Re: Backup restore problems

Hi John,

I'm sorry to hear about the problems with your data recovery and I'd like to help. I've left you a Private Mail.

Thanks,

Matt

Kudos0

Re: Backup restore problems

Hi jbockhold.

Hopefully matt-phillips will help get things sorted out so I think it might be best if I left things between you and him for the time being.

However if you do have any further queries then please feel free to come back here.  Whatever happens we would quite like to know how you got on.  Good luck.  

Mike

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