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Kudos0

File restore failure- restore in progress - server preparing restore

Hello,

I am trying to restore my files to my new laptop and after the successful first lot, the rest simply remain at restore in progress - server preparing restore. I have spoken to the callcentre support (Removed), and they cancelled the requests i had made and we tried to download just one small file (a spreadsheet). after waiting 5 days, they are still telling me they have to wait for this request to complete and they dont know how long it will take. I cannot believe this has taken so long (14 days in total now) and my business relies on these files and I just can't believe no-one can help me further at Norton. Please can someone help it's costing me endless time and money.

[Edit: Removed Case ID to conform with the Participation Guidelines and Terms of Service]

Replies

Kudos0

Re: File restore failure- restore in progress - server preparing restore

Hello,

I am trying to restore my files to my new laptop and after the successful first lot, the rest simply remain at restore in progress - server preparing restore. I have spoken to the callcentre support (Removed), and they cancelled the requests i had made and we tried to download just one small file (a spreadsheet). after waiting 5 days, they are still telling me they have to wait for this request to complete and they dont know how long it will take. I cannot believe this has taken so long (14 days in total now) and my business relies on these files and I just can't believe no-one can help me further at Norton. Please can someone help it's costing me endless time and money.

[Edit: Removed Case ID to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: File restore failure- restore in progress - server preparing restore

Can you explain how you are trying to restore the files? 

-Andy
Kudos0

Re: File restore failure- restore in progress - server preparing restore

Andy,

it's from old pc to new pc, restore files, choose file, restore. that's it. When my last request was cancelled on the server on Sunday, they logged in to my laptop and we did it together so that must be correct. (plus i did it before and it worked fine 2 weeks ago). I'm running windows 7 IE 9, we tried through chrome too.

thanks

Kudos0

Re: File restore failure- restore in progress - server preparing restore

I have been in touch with Norton support for 2 weeks now to simply restore some files, yet all we do is "wait for the server to restore". I posted a request for help on here and had one response. I am lost for what to do next.

Kudos0

Re: File restore failure- restore in progress - server preparing restore

So is that it Andy?

this is just unbelievable. thanks for such amazing service.

Kudos0

Re: File restore failure- restore in progress - server preparing restore

Sorry about the delay.

You said you are using IE 9 and also tried Chrome. How are you using a browser to restore your files? I'm assuming you use a File and Folder backup on the original machine? If so, have you installed Ghost onto the Windows 7 machine, and are using the restore process through the Ghost interface to restore the files.

Also, do you have an incident number from when you called in Ghost support?

-Andy
Kudos0

Re: File restore failure- restore in progress - server preparing restore

Andy,

My guess is Norton Online Backup, not Ghost.

Kudos0

Re: File restore failure- restore in progress - server preparing restore

That would explain it. 

-Andy
Kudos0

Re: File restore failure- restore in progress - server preparing restore

Restore in process is not an error. There is a sticky at the top of the forum that explains how restore works. What the error is though is its been running for 2 weeks. The one thing that would complicate it is if you've stopped and restarted it during that time frame. If you did the restore has to start from square one again.

Can you provide some details of what restore options you're using and if its been running uninterrupted?

Kudos0

Re: File restore failure- restore in progress - server preparing restore

Hi Ben

I requested the forum admins provide me with your account info so I could research your issue. THe set name BenHumphrey-PC shows the last restore attempt on 9/10/2012. That date shows it was cancelled before it completed.

The restore prior to it shows it aborted with an error of W503. The two before that one show cancelled again, the next shows a failed error with no details and the last right before it was a W403 error.

On 9/18 our team made some corrective steps to fix the W403, W404 and W503 errors. All of the restore jobs you had running were prior to that date and is likely why they had failed. Can you please try a small restore now and advise of the result?

If it still fails we may need to arrange a time for my team to work with you and sort this out.

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