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Kudos0

Manage Backup Set Problem

Good Morning

   I am having a problem with Norton Security w/Backup under Manage Backup Sets. It would seem that when ever I want to back up to a specific backup that I created for example lets say I want to back up to Living Room it wont let me when I click on Backup Set Name in the drop down it will only give me Default Set nothing else and believe me I have 4 computers in my home and each one has it's on backup name for that computer and for some reason I cant seem to Backup to a specific Backup that I have created.

   I called Norton Support on Friday 8-7-15 and the tech uninstalled and reinstalled my Norton product and the problem still exists the tech had no clue on why this was happening and couldn't give me a clear answer. I would like to upgrade to Windows 10 but before I do I want to back up everything on my computer first.

   I am able to create a new backup. But oddly when I went to back up 4 GB it only took a few seconds to back up something that large. Something fishy is going on there it should take an hr or more to backup all that data not a few seconds. I think this should be looked into as well.

   I would really like to hear back form someone from Norton/Symantec on this matter and I want to know if anything is being done to fix this problem and how long it will be till it is fixed

Replies

Kudos0

Re: Manage Backup Set Problem

Having a similar problem with running backup since upgrading to win 10, from the create/manage backup pane, backup starts but just seems to hang on 0 after searching for the files- i.e. the backup doesn't appear to copy the files to the backup location although running the backup from the main ui & running all the backups work fine.
Trying to rerun the full backup now to see if it completes or hangs.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Manage Backup Set Problem

Hello Doctor

   If you read the first part of my problem you can see that when I try to backup I cant find the backup file that I created some time ago that is what I am worried about most. I want to be able to back up to that file.

   But when I click on the drop down menu on Managed Backup Sets all I am getting is Default and none of the online backups that I created.

   On the second part of my message I am also concerned about as well. When I was forced to create another online file to back up too and I started the 4GB backup it only took a minute. You and I know a file that large takes more than an hr to backup online and not a minute.

   Hopefully you or someone can find out the problem or get in touch with someone that will know how to fix these 2 problem.

   I look forward to hearing back from you to see if your having the same problems that I have. The only problem between you and I @ the moment is you have upgraded to Windows 10 I haven't I'm still running under Windows 8.1.

   I'm hoping this problem will be fixed soon because I really want to upgrade to Windows 10 but I need this problem fixed first so I can backup my computer before I upgrade to Windows 10.

Thanks for the reply hope to hear back from you soon

Admiral Ammons

Kudos0

Re: Manage Backup Set Problem

Hi Admiral Ammons.

Welcome to the Norton Community Forums.

[I am not going to respond to Doctor9fan at the moment as I cannot be sure that the issues are related.  However it might be good if Doctor9fan could let us know if the rerun works and that problem is solved.]

You are unlikely to hear directly from Norton/Symantec on these forums which are manned in the most part by volunteer users.  Probably the best direct link to Norton staff is via the free 24 hrs internet Chat link.  But it looks as if you have already tried that.

I am not clear exactly how you have your computers set up so forgive me if I ask silly questions.

Ignoring the new backup that just ran very quickly, have you ever run any backup other than the original default successfully?

With the recent quick backup, have you looked at the "Restore" feature and tried browsing through the files to get an idea of whether what you told it to back up is there?

If you use Microsoft Explorer to look at disk drives associated with your computer can you see a "Norton Backup Drive"?  If so try looking in that and seeing what backups are shown there.  Are they what you would expect?

Enough questions for now.

I look forward to hearing back from you.

[Edit - I note that you seem to have responded to Doctor9fan while I was typing.  I will not amend my post now.  If you could respond to my questions I will  take your comments to Doctor9fan into account before I reply again.  Sorry about the over post.]

Mike
Kudos0

Re: Manage Backup Set Problem

Hello Andmike

   To answer your question when I first got Norton Security w/Backup I installed it on all 4 computers and named all the online backups and set them to Automatically Backup after that I just let Norton w/Backup do it's thing. Up until now I never gave it a second thought until I wanted to upgrade to Windows 10. That when I decided to do a manual backup only to find out I can't find the online backups I created and you know the rest of the story.

   To answer your second Question I went into This PC or Computer or My Computer depending which version of Windows your using and I could see the disk drive your talking about I clicked on it and I could see all the online backups I created plus each one has a picture of a Black Orb with a lock in the center of the Orb  and a picture of a Drive underneath the Orb but the funny thing is the one online backup I created on Friday has just a picture of a Drive but NO ORB on top of the drive. Don't know if this means anything but I thought I bring it to your attention.

   Looking forward to your reply and thought on this matter

Admiral Ammons

Kudos0

Re: Manage Backup Set Problem

Hi Andmike, yes the rerun did complete the backup but it shows failed due to encrypted files but cannot find them, however it does backup the selected files. Admiral Ammons, I don't believe our problems are connected so good luck with finding the cause of your backup problems.
Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Manage Backup Set Problem

Hello again Admiral Ammons.

You refer to several computers, presumably you have N360 or NSBU on all of them.  Did you define a backup set on each device?  The backup feature in Norton can only amend and run backup created on the machine that is being backed up as far as I am aware.  So if machine 1 has a backup set defined you will not be able to see it (other possibly to restore) on machine 2.  Might this be part of the issue here?

As you seem to be able to see the backups that you want via the Norton Backup drive, then in theory either they are still being created by your machines or you have removed the definitions or changed machines.

When you look in the Norton Backup drive the icons with the black globe are backups held on the Norton servers, any without the black globe are one held locally.  So it would appear that your recent trial backup was made to some local drive.  Can you give us the exact name of this backup as it is shown in the Norton Backup drive?

You might also like to click on some of the online backup icons a drill down into them to see if they seem to contain the files you would expect and let us know what you find.  Ditto the latest test backup if you click on that and explore the contents does it seem to contain what you had expected/hoped for?

Mike
Kudos0

Re: Manage Backup Set Problem

Hello Again Andmike

   To Answer your first question I have Norton Security w/ Backup on all my computers and to your second question all my computers have Backup online names like my main computer the online backup name is Living Room, the Laptop in my bedroom the online name for that one is called HP Bedroom so on and so forth.

   I have no idea what you mean by removing the definitions but I did build my self a new Living Room System and restored all my files to the new system using  Norton Security w/ Backup 6 months ago.

   You got me to thinking this evening and I went to the Bedroom computer to see if I could backup that system. First off the backup was turned off second off on that system and I had the same problem finding the backup that I created for that computer as I did for the main computer. So the problem isn't with my computers it is with my Norton Product or with Symantec Servers I believe. I could be wrong but I am leaning toward that.

   I work during the wk but I plan to call Symantec on Friday if this problem isn't fixed and ask for someone higher up in rank to see if anything is being done about this because I don't believe anything is being done or it would have been fixed by now.

   If you come up with any answers please let me know it is a shame you cant take a look see on my computer and see what I see then you would have a better understand of what I am talking about.

   Anyway I would like to thank you for all you have done for me so far  @ least I know someone is answering my post.

   Hope to hear from you soon.

   Admiral Ammons

Kudos0

Re: Manage Backup Set Problem

Hello again Admiral Ammons.

Thanks for the comments.  However you have not told me what you found via the Norton Backup drive.  Could you tell us -

  • What is the full name of the backup you recently created exactly as shown in Norton Backup drive?
  • Does it seem to contain the files that you thought it should contain?
  • Do the online backups contain the files that you would expect?  Particularly recent files?

If you built yourself a new Living Room system 6 months ago did you recreate the old backup set?  The backup set definitions are not carried forward to new setups.  If you did not yourself recreate the original backup set this could explain why you cannot now find this backup.  The old backups from prior to that date will still exist on the Norton Servers but not a recent one.  

If you look at the Living Room system, ignoring any test system recently set up, how many backup sets are defined and what are they called?  [Open NSBU; click on the Backup box; then click on the Backup Sets box; on the next pane is line just above the middle which starts "Backup Set Name:" in bold text, to the right of that is a box which may have a down arrow on the right, if it does click on that and it will show a list of all the backup sets defined on that computer, one of which will probably be "Default".]

I am puzzled as to how the backup in your Bedroom system got turned off.  Does anyone else have access or may you have turned it off to stop Norton nagging you at some point?

Enough questions for now.  I leave you to decide if you wish to answer or just wait for Friday and go to Norton direct.

If you are going to contact Norton again I feel I must warn you that there appear to be a number of users recently who feel that they have been ripped off by Norton reps.  As far as I can see there are a lot of false links out there, apparently giving contact to official Norton reps but not in fact doing so.  If you have a contact link that you are comfortable with, then fine, but do make sure that you get a case number and note it down should you need to refer back to it.  Do not quote it in the forums as that is personal to you and so would break the forum rules, but do keep a note.  I find the most reliable link is this Chat link which should get you through to a genuine 24 hrs Norton link.

If you do go back to Norton for help we would love to know how you get on.

Mike

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