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Kudos0

Can't delete any files from the backup set. Says there are 0 files.

First time user of the Online Storage Backup using Norton 360 (even though I have had it almost a year now).

So I tried to backup around 2 Gig of data to online storage and it failed (and failed again on a re-try) with a communication error of some sort (after like an hour of transferring data, twice). I will call this Backup Set #1. Now I am not even wanting to deal with this communication error problem yet till I get the current problem solved first (just needed to indicate how I got into this problem).  So then I decided to try a smaller backup and see if it would work. The smaller backup set (I will call Backup Set #2) worked fine. So I then I thought maybe to just use smaller backup sets. I went to delete Backup Set #1 and there was a selection to delete the backed up files. Not sure what backed up files meant (does that mean the ones online or the files on my hard-drive that got backed up) so I did not select the delete the backed up files option and instead just deleted the Backup Set #1.

After playing around I realized I was out of Online Storage space and needed to delete the files in Backup Set #1.

Now here is the current problem I want solved, when I use the Backup Manager Client and go to the Manage Backup Sets->Where (Online)->Delete Backed up Files I can see the Backup Set #1 (that I deleted) in the Drop Down box and so I select it, but then there is nothing there to delete. It just says No items found

So how do I get rid of these online files that are using up all my online space. I can go online and see all the files there (and actually downloaded one of the files from Backup Set #1), but since I am using Norton 360, I found from this Forum you can't do a purge going thru the Online Backup access stuff (which took me like 3 hours to figure out). 

Can anyone help this frustrated user.

-Don (frustrated user, who will probably create another thread on this communication error once I can go back to it after I get this problem solved)

Replies

Accepted Solution
Kudos1 Stats

Re: Can't delete any files from the backup set. Says there are 0 files.

Hi dlee0708.

Assuming you are using Windows then try looking in Windows Explorer, among the disk drives for "Norton Backup Drive" which is a virtual drive that should show all the backups made to your account that are visible to the current machine.  When you find it, open it and look for the online backups (shown by black globes) and see if it shows your Set#1.  If it does right click on this entry and select delete.

Hopefully that will remove all signs of that backup set.  But I am not sure it will solve your problem of space so do let us know:

  1. How large "Preview" thinks your Set #2 should be.
  2. How much storage space you should have online.
  3. And after trying the above, hope much space Norton currently thinks is free.

I look forward to hearing back from you.

Mike
Kudos0

Re: Can't delete any files from the backup set. Says there are 0 files.

Mike,

 Thanks for your helpful response. Didn't know about the virtual drives. I see both Backup Set #1 and Backup Set #2 there. Try to delete from there but after a few minutes it finally fails with either a Backup Server Busy error or Internet Communication Error. This happens even if deleting just 1 small file (takes several minutes to finally get the error with just a single small file).

Was just curious to see what would happen if I did the same on a Backup Set #2 file and it did the same thing. So I am thinking my problem has nothing to do with Backup Set #1 but just something in general with communication to the Online Server where the files are being stored (or could be with the Online Server itself, but I find that highly unlikely or there would be a lot people having problems I would think). So I am going to start looking into what this communication error problem is.

Could you tell me what you see when you go to the virtual drive and delete one single 50K (kilobytes, not megabytes) file. What I see is

1. Initializing (about 20 seconds)

2. Deleting backed-up file xxxxxx (several minutes)

3. Transferring: xx% (several minutes)

Hmmm, this time the file did delete after like 5 minutes. Previously it failed after about 20 minutes.

If I then go online I do see the file deleted. So this method does delete the files on the backup server when it is working properly.

I am curious as to how this works for you. I am assuming each of the 3 steps is like a few seconds at most for a small file?

To answer your questions:

  1. How large "Preview" thinks your Set #2 should be.
  2. How much storage space you should have online.
  3. And after trying the above, hope much space Norton currently thinks is free.

#1. Set #2 says it is 702.3 MB which is about right. But as far as Backup Set #1, since I deleted Backup Set #1, I can't do a Preview on it, but going to Where->Delete Backed up Files->Manage Backup is shows it as 702.7 MB (which is interesting is about the same size as Backup Set #2, but probably just a coincidence).

#2.  Online it says I have 88% of 2 GB used. So that would be about 240 Megabytes left.

#3.  Found a large file I was able to successfully delete and it went down to 87% used.

So I think I will start looking into this communication error thing to see if I can figure out what is going there and probably start a new thread with the appropriate title, but would like to know how quickly small files can be delete normally on the backup server from the virtual drives.

-Don

Kudos0

Re: Can't delete any files from the backup set. Says there are 0 files.

Hello Don.

I'm afraid to say that I cannot quite work out what you have and have not done.  

I thought the idea of using the Norton Backup drive was to try and remove the whole of backup set #1.  Did you try that or did you just try deleting a file from it?  Personally I would have just set the thing to run before going to bed and left it to sort itself out given that it did seem to be a bit messed up for whatever reason.

Do I also gather that you have started deleting the odd file from backup set #2 by this method?  When you run the backup again they should be added back unless you also remove them from the definition of the backup.

As you now appear to be playing with both backup sets and the space left out of your 2 GB is not great, I would recommend trying to get the whole lot removed and starting afresh, ideally with a small test backup and then building up to what you really want to back up.

If you cannot get rid of the old backups by using Manage Backup sets or the Norton Backup Drive then I would recommend contacting Norton staff via the free 24 hrs Internet Chat link.  The staff there should have access to the Norton servers and with luck and your instructions should be able to clear down the space so that you can start afresh.

You asked what happened if I tried to delete one of my files stored online - well it seems to go in well under a minute.  I then quickly re ran my backup to restore it onto the Norton server and that took a little longer but still under a minute.

I assume that you have checked your internet connectivity and that you have a fairly fast link, as if you do not then backing up online is probably not a good option.

I hope the above helps.  Good luck.

Mike
Kudos0

Re: Can't delete any files from the backup set. Says there are 0 files.

Mike,

> I'm afraid to say that I cannot quite work out what you have and have not done.  

Let me see if I can do a better job this time and answer your questions more directly this time.

> I thought the idea of using the Norton Backup drive was to try and remove the whole of backup set #1. 

Yes I did try and remove (delete) the whole Backup Set #1. It failed with Communication Failure or Backup Server Busy (usually get the Communication Failure error).

 Did you try that or did you just try deleting a file from it?  

So yes, I did try to delete the whole thing, but then after that failed I tried a single file delete and also got the same communication error failure.

Then as a new test (to try and see just what was/wasn't working), tried to delete a single file from Backup Set #2 and got the same error as well. So this pretty much tells me it for sure wasn't just Backup Set #1 having a problem, but just backups in general.

Also (trying to go forward in diagnosing) it seemed strange to me that each operation was taking forever to fail. So I decided to try and delete a small file from Backup Set #2 and time it and then ask you how long it took you to delete a small file to compare. Magically this time the delete worked (although it was slow, but it was the first time ever that a delete worked). Then I tried to delete a small file from Backup Set #1 and it also worked (although it was slow as well). Then I deleted a large file on Backup Set #2 and it worked (although it was slow). Then I deleted a large file on Backup Set #1 and it worked (although slow).

Then I tried to delete the whole Backup Set #1 and it failed (think it was a communication failure, but can't really remember).

Then I made the reply post (5:34 PM CST Feb 22).

Now even more things have changed. After I made that 5:34 PM CST Feb 22 post, I came back a few hours later to try something (can't remember what my plan was) and all of a sudden (without doing a single thing) Backup Set #1 had disappeared from the virtual drives and also from checking the Online Server access from the web it was gone there as well (Backup Set #2 is still there as it should be).

So tonight like you have suggested, I will try and delete Backup Set #2 and hopefully it will go away and in the morning start over.

I have a 25 Mbps down 15 Mbps up Verizon FIOS connection and PC is directly connected (not wireless) to the router that I have had 0 problems with, but this Backup Server connection is probably different than anything else I have done on this internet connection (only had this for about a year). So it wouldn't surprise me there is a network connection issue on my end.

I did notice others lately were having problems doing their backups, so maybe I just happened to do this while there were issues. I will probably give an update as to my progress tomorrow.

Thanks for your response.

-Don

Kudos0

Re: Can't delete any files from the backup set. Says there are 0 files.

Thanks for the clear response Don.

Good luck with the next stage.

It does look as if the instructions were getting through just not the responses.   Hopefully with a clean start and a new week, things will run a little more smoothly.  

Mike
Kudos0

Re: Can't delete any files from the backup set. Says there are 0 files.

Mike,

  Just an update to clear this up. I went to the Chat link and started a ticket and pretty quickly they asked me if they could take control of my computer (little worried about this, but knew they could find/fix it faster than giving me instructions). They did a couple of Norton Removals, reboots (into safe mode removing some file so fast I couldn't say for sure what file), transferring to a higher level of support, screen shots etc and they finally determined that a ticket had to be made with I think backend support or something. Then a couple of days later I noticed that my available space went from 1.6 Gb to 2.0 Gb like it is supposed to be. Then later that afternoon got a call from the last guy I talked to at Norton support telling me it had been fixed. So then I did a backup and it all works fine. My guess is since I really never changed anything, when I tried to do the backup the first time I just must have hit it at a time they were having problems and ended up with files on the server for my account that couldn't be seen/deleted from the client or web access which is why it would never go more than 1.6 GB out of 2.0 GB available.

The backup I performed after everything was cleared up goes much faster now and all looks good. 

Thanks for your help and link to their chat. They are very responsive (of course it takes a while to go thru all the support levels, but that is no different than anywhere else).

-Don

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