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Kudos0

Help recovering files!!!

Hi,

I hope that I can explain this so it makes sense. Recently my computer crashed and I needed a tech to come in and get back up and running. During that same time period, my Norton programs came up for renewal. I have my Norton products set to auto-renew, which they did. The problem that I am having is that after my computer was fixed I had to reinstall all of my old backed up files. When I went into Online backup and tried to reinstall them I can't find them. I then started looking thru all of my E-mails and found the invoice from Norton for my new programs and compared it to my old invoices I found they are different. I did have Norton 360 Premier and now I have Norton 360 Multi-Device. They both have different Serial Numbers and different Product Codes. Could this have something to do with my missing files? The reason I ask is because it seems like several years ago I had a similar problem trying to download files that I had backed up. I have already tried contacting support but, I don't think I was able to make them understand what I was talking about. Does anyone have any other ideas? Please those files are very important!!!   

Thanks,

RandMart03 

p.s. I am running Chrome and Win8.1

RandMart03

Replies

Kudos0

Re: Help recovering files!!!

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Help recovering files!!!

Thanks! But the link you suggested didn't help me at all. What I need is to know is when you renew your account and they give you a new Product Key what happens to all of the files that you had in online backup  stored under the account with the old Backup Key. I feel like all of the files stored with the old backup are in Online Backup just stored someplace else. I know that is probably wrong, but I don't know how else to explain where they went.

RandMart03
Kudos0

Re: Help recovering files!!!

Hi RandMart03.

As far as I am aware the online backup is not related to the product key but to your account.  So if you are still using the same email address and password with your new product that you used with your old product then you should still see the backup that you made with the old product when you look at the online backup. (Did that make sense?)

Before you had the recent problems had you checked that your files were being correctly backed up and that you were able to retrieve them then?

As you currently have Norton installed on you machine you should be able to see the "Norton Backup Drive" when you look at your computer using Windows Explorer.  Can you and if you can does it show any of your old online backups?

I look forward to hearing back from you.

Mike
Kudos0

Re: Help recovering files!!!

Hi Andmike,

Sorry that it took so long for me to respond to your suggestion, but I have been out of town for a while. I have tried several times to get into the Norton Backup Drive, but for some reason I can't. I have something else that I am going to try before I give up on that. I want to say thanks a lot for the suggestion. It sounded like it was something that was very promising. If you have any more ideas please send them to me.

RandMart03

RandMart03
Kudos0

Re: Help recovering files!!!

Click here and sign in with your Norton account

https://nobu.backup.com/n360

Can you see your backup?

Dave

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