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Kudos0

Backup of your files and folders has failed

Using Norton 360 on Windows 8.1.  None of my backups will run.  I have created two different backup sets, one backs up to an external drive the other to the cloud but the backup hasn't run since 9/4.  When I attempt to run the backups manually I get an error.  When I click details it simply says internal error.  I have tried to uninstall and reinstall the product and create a new backup set.  Neither of these have worked.

Norton 360 Premier version 21.6.0.32.

Replies

Kudos0

Re: Backup of your files and folders has failed

Hi qgjiodcv.

Sorry to hear of your most puzzling problem.

You seem to have tried the obvious so do you mind if I ask some idiot boy questions to try and get a better understanding?

  1. The implication is that you ran the backups successfully several times before 4 September... Is this the case and has anything obvious changed in your configuration since then?
  2. You say that you uninstalled and re-installed the product.  How did you do that was it using the Norton Removal and Re-install tool?
  3. Have you fully rebooted your computer since the re-install as I understand that Windows 8 does not normally do a full reboot.
  4. When you say you tried to create a new backup set, was it a new full backup or just of a few files and did it appear to run at all?
  5. Can you see the Norton Backup Drive on your computer (I use Windows 7 and it shows up in Microsoft Explorer when I look at My Computer)?  If so can you see the backups you have already made in it?
  6. Can you see and browse your external drive from your computer using Microsoft Explorer?

Sorry for all the questions.  I just hope the answers give us some ideas.

Mike
Kudos0

Re: Backup of your files and folders has failed

Thanks for the reply.  


The implication is that you ran the backups successfully several times before 4 September... Is this the case and has anything obvious changed in your configuration since then?

You are correct.  Although I have had several problems over the last months/years with Norton Backup.  It would fill up my external drive instead of doing a delta with the overlay.  I would remedy this with an uninstall/reinstall using the reinstall tool.  Kind of a pain but at least it would work for a while after, say a month or maybe a few months, then I would have to rinse and repeat with the reinstall tool.


You say that you uninstalled and re-installed the product.  How did you do that was it using the Norton Removal and Re-install tool?

Yes, quite handy. 


Have you fully rebooted your computer since the re-install as I understand that Windows 8 does not normally do a full reboot.

Yes I have. 


When you say you tried to create a new backup set, was it a new full backup or just of a few files and did it appear to run at all?

I store most of my pictures/videos/docs/important files on a SATA drive and boot from an SSD, and so I created a new backup set that points to those folders on my non-boot drive.  

When I tell it to backup the typical window appears but it immediately shows me that it failed with an error.  I never do a full backup in the sense that I use the default backup set since the data lives on another drive other than C.


Can you see the Norton Backup Drive on your computer (I use Windows 7 and it shows up in Microsoft Explorer when I look at My Computer)?  If so can you see the backups you have already made in it?

Yes, I can see the drive for both my cloud and external backup but there is nothing in the external backup because I had to format the drive, the backup filled it up.  It shows by boot drive and my data drive, if I click on the data drive I see a folder, when I attempt to view it I get an error "An error occurred while loading the catalog" and it is empty. 

The cloud drive shows the backup from my Surface 3, but nothing from my desktop where I am having issues backing up.


Can you see and browse your external drive from your computer using Microsoft Explorer?

Yes I can, I can see the "N360_BACKUP" folder on the drive even.

Thanks for your help.

Kudos0

Re: Backup of your files and folders has failed

Hello again qgjiodcv.

Thanks for your clear responses to my many questions.  

I think I have a better understanding now, though I am still puzzled.

One more question... how large does Preview say the two backup sets should be?

Now, let's leave the cloud backup for the moment, and concentrate on what is happening with the backup to the local drive.  My understanding is that you are attempting to backup files/folders from you SATA drive to another external drive.  How large is that external drive, how large is the N360_BACKUP folder and is there anything else on the drive?

Set the "When" for both your existing backup sets to Manual if you have not already done so.

Can you create a new backup set to conduct a test.  Set it up to run manually, set it to run to the external drive that you use for the existing backup and just choose a few files (say half a dozen) to be backed up.  Run preview and note the expected size of the backup.  If it is suitably small then run the backup and see what happens.

Should you need any more advice let me know.

I look forward to hearing back from you.

Mike
Kudos0

Re: Backup of your files and folders has failed

Hello Andmike.

In regards to the external and SATA drive, the SATA drive is 2TB in size but isn't full.  The external drive is 5TB and is blank.  I formatted it because it got full from N360 backups not doing a delta during backups and seemed to be creating new backups instead.  So it has the N360_BACKUP folder on it and that is it.  That folder is empty.  It also has the ARestore.exe and ARestore.loc files on the root of the drive from N360.

Previously I wasn't able to run a preview on any backup set, tonight it seems to work.  So I will attempt to run my default backup this evening.  I did as you suggested and made a small backup set and that seem to start to copy files so I canceled it and scheduled my default for 10PM this evening.

Thanks again for your help.

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