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Kudos0

Norton Online Backup

        I have files stored from three PC's I no longer own.    I have not been able to transfer these files to my present PC (I have tried many times using Norton Support).    PC #1 last backup...10,487 files/1.36 GB.   PC #2 last backup...20,653 files/ 4.05 GB.   PC #3 last backup...2,818 files/610.66 MB.   The PC I am now using shows last backup on 09/15/2012...5,806 files/ 1.7 GB

         I recently renewed my 5GB and 25GB backup.    On 09/22/2012 BACKUP FAILED and sent an alert saying I had no space left.   It showed my used space at MORE than THREE times what it had been on 09/15/2012even though nothing had changed on my PC.    If you add up the TOTAL FILES from ALL FOUR PC's it is still not even half of the 30 GB's I am paying for

         I have spent many, many hours on-line and on the phone with Norton Support trying to resolve these problems.    On Oct. 05, 2012 a Support Staff helper filed a "Restore Data Request Form" for me.   To date I have had NO RESPONSE.    

         Does ANYONE out there know of anything else I can door anyone I can contactto solve these problems.       Yesterday I filed a second "Request Form" including much more information and I am waiting to see if I get a response.

 

Thanks for Your time,

 

Replies

Kudos0

Re: Norton Online Backup

        I have files stored from three PC's I no longer own.    I have not been able to transfer these files to my present PC (I have tried many times using Norton Support).    PC #1 last backup...10,487 files/1.36 GB.   PC #2 last backup...20,653 files/ 4.05 GB.   PC #3 last backup...2,818 files/610.66 MB.   The PC I am now using shows last backup on 09/15/2012...5,806 files/ 1.7 GB

         I recently renewed my 5GB and 25GB backup.    On 09/22/2012 BACKUP FAILED and sent an alert saying I had no space left.   It showed my used space at MORE than THREE times what it had been on 09/15/2012even though nothing had changed on my PC.    If you add up the TOTAL FILES from ALL FOUR PC's it is still not even half of the 30 GB's I am paying for

         I have spent many, many hours on-line and on the phone with Norton Support trying to resolve these problems.    On Oct. 05, 2012 a Support Staff helper filed a "Restore Data Request Form" for me.   To date I have had NO RESPONSE.    

         Does ANYONE out there know of anything else I can door anyone I can contactto solve these problems.       Yesterday I filed a second "Request Form" including much more information and I am waiting to see if I get a response.

 

Thanks for Your time,

 

Kudos0

Re: Norton Online Backup

Ref:   Norton Online Backup,  10/26/2012

 

I almost forgot.   Now my  backup home page shows the PC I'm presently using as   "computer not online".   I can't figure out why,  and I am unable to change it........It was fine yesterday !

Kudos1 Stats

Re: Norton Online Backup

Hello mdjerome,

Let's review your issues based on the three separate items you've referenced:

1. After checking your account I found that you had multiple restores queued for each of your backup sets. This explains why the restore never initiated and resulted in the headaches. I've cancelled all of the pending restores. Can you please try a restore on one of the sets and, let it finish before starting any others?

2. Your quota was marginally off in its usage. You have a total of 5 backup sets consuming 26.35 GB of space out of a total of 32 GB available. Part of the space errors you're getting were local space errors with a bulk of them being online storage space.

The largest backup set you have is consuming close to 10GB and is a Norton 360 one. The second largest is about 8 GB and is a Norton Online Backup named named Michael-PC. I can't see restore statistics on the Norton 360 one but that Norton Online Backup one appears to be a set you were actively restoring. When you test your next restore let's use this one. 

You have another NOBU backup set that hasn't been touched since 2011. If you don't need it any longer you can reclaim its space by going to Remove Computer. It's not showing me the name of it. As we go through all of your sets we can eliminate the others easily enough to determine which this one is.

mdjerome-PC is another set you were actively restoring. It appears it had the multiple restore job queuing issue and also a W500 error. Once we finish the above test restore we'll work on restoring this one next based on the first round's results.

There is another Norton Online Backup set called Michael-PC. Same name as that Norton 360 set. It shows no activity or restores since 2011. This is another you can remove if you don't need it and reclaim its space.

3. The DVD Form - this is a case of if the request is not correctly escalated from Support there wouldn't be a reply. There are certain guidelines that have to be followed in addition to the form being submitted. I'll locate yours up and see what's going on.  If we can resolve the issues though the manual restore may not even be necessary. 


mdjerome wrote:

        I have files stored from three PC's I no longer own.    I have not been able to transfer these files to my present PC (I have tried many times using Norton Support).    PC #1 last backup...10,487 files/1.36 GB.   PC #2 last backup...20,653 files/ 4.05 GB.   PC #3 last backup...2,818 files/610.66 MB.   The PC I am now using shows last backup on 09/15/2012...5,806 files/ 1.7 GB. 

         I recently renewed my 5GB and 25GB backup.    On 09/22/2012 BACKUP FAILED and sent an alert saying I had no space left.   It showed my used space at MORE than THREE times what it had been on 09/15/2012,  even though nothing had changed on my PC.    If you add up the TOTAL FILES from ALL FOUR PC's it is still not even half of the 30 GB's I am paying for. 

         I have spent many, many hours on-line and on the phone with Norton Support trying to resolve these problems.    On Oct. 05, 2012 a Support Staff helper filed a "Restore Data Request Form" for me.   To date I have had NO RESPONSE.    

         Does ANYONE out there know of anything else I can do,  or anyone I can contact,  to solve these problems.       Yesterday I filed a second "Request Form" including much more information and I am waiting to see if I get a response.

 

Thanks for Your time,

 




Kudos0

Re: Norton Online Backup

I see this did not post yesterday so here it is again.

Wesley,

 

Sorry about the delayed response...modem quit and PC has been offline.   

In reference to your #1.  I'll try this as soon as I catch up on mail, etc.

 

Ref. your #2.  I should only have 4 sets of backup...one with each new PC.   I don't know how or why the 5th one was listed.         The names and information shown on my Norton files are as follows:

"mdjerome-PC"   last backup: 09/15/2012,   08:07:20 AM   5,806 files /1.77 GB......This is the one I've been using,

                and have been able to download.   Although at the moment it is listed  "computer not online".   I don't know why.

 "Michael-PC"   last backup:  09/19/2011,   09:52:24 PM   2,818 files/610.66 MB........Computer not online

 "MICHAEL-PC"  last backup:  11/03/2010,   08:26:46 PM   20,653 files/4.05 GB........ Computer not online

 "touchsmart"    last backup:   03/26/2010,   01:47:11 PM  10,487 files/1.36 GB........ Computer not online    

 "mdjerome-PC: DefaultSet".......(not added by me....this just appeared on day)........computer not online  

                        This totals less than 8 GB's.    Where did the rest of the GB's get used ???

It is the files from the three older PC's  that I am so desperate to get,  so I can't delete or remove them yet !        

I'll get back to you soon.  Thanks,  Michael     

Kudos0

Re: Norton Online Backup

Wesley,

Shortly after the post I sent Saturday (message #4, 11/03/2012, 01:05 PM) I started restoring files from "Michael-PC" (my smallest set of [2,818] files last backed up 09/19/2011)   to "mdjerome-PC" (the one I'm now using).    The "restore in progress" and the lighted bar/boxes came on next to the "mdjerome-PC".    I thought this would have come on next to the "Michael-PC",  but I let it run like you asked me to do.     I'm not sure which one it is restoring,   but it has been running since 3:55 PM Sat.3rd  and is still running now at 12:45 PM  Mon.5th.      So I don't yet know the results.     But this seems like a very long time !!!    I recently restored most of the photos from "mdjerome-PC"  (5,806 files) and it only took a couple of hours.     Should it be taking this long ???       I need to know how long I should let the "restore" run.    I am getting very anxious about the files from my three older PC's.   Please get back to me soon.

Thanks,  Michael

Kudos1 Stats

Re: Norton Online Backup

Hi Michael

I'm seeing some other errors surfacing with the restore. W500, W404 and the one job queueing without any status. I think it may be best if we speak with you direct instead. There definitely appears to be an issue with restoring the set. The additional attempts helped verify that which I do appreciate you going through the effort.

Can you please send me a private message containing all of your contact details as well as your email address? I know I have that piece already but I want to make sure all the info needed is on hand. Also add a link to this forum thread.

Kudos0

Re: Norton Online Backup

Wesley,

I have tried three times to send you a private email (through the Community Forum),   but I keep getting "AUTHENTICATION FAILED" and they won't go through.

I have sent several emails asking for help from Norton/Synantec sources,  but have had no response !!!

Please send an email directly to me at {REMOVED} and make sure I can reply to your private address.

Thanks,

Michael D Jerome

 

(EDIT: For your safety, please do not post identifying information per the Participation Guidelines and Terms of Service.)

Kudos0

Re: Norton Online Backup

Hi Michael

I've sent an email direct to you. 

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