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Kudos0

Cannot restore online backup set.

After reinstalling Windows 8, I have been trying to restore my files from the online backup set (1st time I ever tried to restore). I keep getting the same message that "Some of your files could not be restored. Please try again later". I have tried to restore from nobu.backup.com - same error. I cannot even restore any single file from my online backup set. However I can see file structure and all file names in the online backup set.

I had a remote support session with one of your guys, but he could not help me - same server error. Finally he proposed me to send data restore request - that is what i did.

2 questions:

  1.  When will I receive my data?
  2.  What is wrong with your online backup service? I did not expect such a ridiculous failure from Symantec. I am the regular Symantec client since 2006 and I had no problems with your products.

[Edit : Removed Case ID]

Replies

Kudos0

Re: Cannot restore online backup set.

Hello Valmont

He shouldn't have blind dumped you to the DVD form without escalating the case to a higher tier. If it says it can't restore some of the files it's clear its generating error messages. There are local error logs that will contain the details. Can you search your system, in system folders, for onlinebackup.log and files ending in SLG?

Those will tell us the additional details we need. Likely they're system files and were in use or they already exist and cannot be overwritten. 

If we can sort out the actual error there won't be a need for any manual restore.

Kudos0

Re: Cannot restore online backup set.

Hello,

I just located your restore request and am sending a direct reply to you. The form you sent in does not contain sufficient details to process a restore. You will be seeing a rejection notice for the manual restore. Like I said prior If I can get the info from the local logs we can bypass the need for a manual restore. I also found that you had multiple restore jobs queued for processing which also contributed to your restore issues.

You will have my direct contact info shortly which will make this a lot easier to troubleshoot.

Kudos0

Re: Cannot restore online backup set.

Hello wwelty,

I sent you files you have asked for.

  • About request form – during remote session I asked support guy to review it and say if information was sufficient.
  • Cannot say nothing about restoring system files – Norton 360 just informs that “Some of your files could not be restored. Please try again later”, too laconic…
  • About restoring to original folders – I have tried both options, in new folder as well. Same error.

I would like to comment my first try (from log):

[10/31/12-02:24:55]       Restore Session Started

[10/31/12-08:21:40]       Restore canceled by user.

Nothing happened during those 6 hours. Progress stood still – 0.0%. No network activity of Norton 360 was checked by windows 8 task manager.

Kudos0

Re: Cannot restore online backup set.

Hi Valmont

I have the updated info and will reply shortly via that email thread.

In regards to the 0% - please read the How Restore Works sticky at the top of this forum. It will explain why its at 0%.

Kudos0

Re: Cannot restore online backup set.

I started new restore process. After 15 hours of stable 0.0% download started (thanks, God!) - it was nearly 28 hours ago.

Currently it shows me 14.7% completed - I expect job will be done in a week...

I understand that 34 Gb is a big amount of data, but, guys - week! Well, that is better than nothing...

P.S. I have 100 Mbit/s connection.

Kudos0

Re: Cannot restore online backup set.

Hi wwelty

My case is not closed. A week ago (11/8) download (restore) progress started. By the end of Sunday (11/11) it came to 100% and since then (96 hours later) nothing changed (line animation of “receiving files” continues to play). Restore process was not completed and I cannot see any files – Windows tells me that restore destination folder is empty.

I could not imagine that restoring process could take so huge amount of time (more than a week).

P.S. It was so informative to see "100% completed" during last 4 days.

Kudos0

Re: Cannot restore online backup set.

Hi wwelty

Today my PC has been automatically rebooted after Windows had installed its updates on Tuesday.

As you can understand I have received NOTHING after 10 days of so called “restore process” – 6 days of them Norton 360 was showing me “100% completed”.

You may say that “It’s creating some of the directories to prepare for the extraction. Don’t stop it though”.

Well, I will say you: “It is ridiculous and a really shame for Symantec” – 6 days of doing “nobody knows what” with 34 GB file on Core i7 with 6 GB of memory on IDLE PC…

Just guide me with shipping request – I want to receive my backup on DVDs (or BD – also possible).

Kudos0

Re: Cannot restore online backup set.

Check your email. Moving forward please keep it in that thread since the info being sent shouldn't be publicly posted at this point.

Take note I checked the restore and it was actually just about ready to start the download. The size and history of the set is what took so long. The reboot didn't help anything.

Kudos0

Re: Cannot restore online backup set.

The reboot didn't help anything.

Brilliant! That was not me who initiated the reboot - Windows made it itself (because it had been configured to automatically install its updates and than reboot). Last 10 days I just checked my PC once a day to see the restore progress.

My advice, guys. Make information window before restore process (from online backup) starts - something like this:

  •  If you have a big-size backup the restore process can take a very-very long time (e.g. several weeks)
  •  Be sure that during these weeks your PC will not be rebooted by somebody or automatically
  •  Be sure that your internet connection is stable
  •  ...

I was very surprised by the fact that restoring my files from online backup could be so difficult to do.

Kudos0

Re: Cannot restore online backup set.

I realize that. The system did it which killed the restore's last chance of finishing on its own. With the immense history involved it was taking forever to process. When you factor in incremental data, plus the large data set, that can span over a year hopefully it will help to understand why it can take so long. It is not a matter of simply grabbing uncrypted files from a hard drive somewhere. 

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