• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Norton Online Backup Appears Stuck

My system specifications are as follows:

Microsoft Windows Vista Home Premium Service Pack 2 32-bit

Mozilla Firefox 14.0.1 (I updated a few minutes ago from 13.0.1)
Windows Internet Explorer 9.0.8112.16421

Norton Internet Security 18.7.2.3

Norton Online Backup 2.2.1.35

I primarily use Firefox, but just discovered today the problem I’m having also occurs in Internet Explorer. I tried attaching two .jpg files, but this site won't let me. The Norton Online Backup website says it's purging files. Furthermore, the program's taskbar icon shows no activity. I have been in contact with support twice via e-mail AND chat. Both times, I was told to wait 24 hours. I considered uninstalling/reinstalling the Norton Online Backup software from/onto my computer. My goal with the chat session was to have the support representative uninstall/reinstall it for me. (I don't recall doing it myself before and think I would rather see somebody do it for me first.) However, the representative I chatted with last night said that removing/adding my computer from/to the list of computers would only result in a loss of the list of files/folders/rules I had setup for my computer, and that the "purge in progress" message would still be there after I added my computer. They also said someone will call me tonight about the issue. However, I'd rather have the issue fixed before they call.

I feel like I'm rambling.

My overall questions are these:

1) Is it true that uninstalling/reinstalling the software won't fix my problem?

2) Does removing/adding my computer from/to the list of computers mean the same thing as uninstalling/reinstalling the software?

Replies

Kudos0

Re: Norton Online Backup Appears Stuck

Hello Masteryoda1041,

1. Correct. Uninstalling and reinstalling will break the connection from your computer to the online data set. You can overinstall the client but it won't resolve the purging issue. All the client software is basically is a check in agent and a way for you to access some of the web features. A majority of functionality is all controlled via the web.

2. In a sense, yes. Removing a computer will purge all the data stored online tied to that computer, remove all the settings and uninstall the local client. It's not something you want to do if you are seeking to remove only a few files. Since purge works close to how restore works the process can take a little bit of time sometimes.

If you aren't able to cancel the purge process send me the following via private message:

    • The email address you use to login to the service.
    • A link to this forum post 

From there I'll have engineering cancel the purges server side.


masteryoda1041 wrote:

1) Is it true that uninstalling/reinstalling the software won't fix my problem?

2) Does removing/adding my computer from/to the list of computers mean the same thing as uninstalling/reinstalling the software?


Kudos0

Re: Norton Online Backup Appears Stuck

Hello Masteryoda1041,

Thanks for getting the info to me. I've had engineering cancel all active purges. Please login and check your account. You should see only your active backups running. If this resolves the issue please mark this as solved. Otherwise let me know what else is going on and we'll get it sorted.

Kudos0

Re: Norton Online Backup Appears Stuck

It appears my problem is solved. Someone from chat support uninstalled my Norton Online Backup software. After which, I reinstalled it and noticed a copy of my computer was added to my list and is currently backing it up. I've also removed the original version of it.

Kudos0

Re: Norton Online Backup Appears Stuck

Hi Masteryoda,

That's good but please keep in mind that isn't something you necessarily want to do frequently. You lose all your settings and access to the older backup sets. I'll submit a suggestion to add some additional purge abilities based on this thread.

Kudos0

Re: Norton Online Backup Appears Stuck

Okay. Thanks!

This thread is closed from further comment. Please visit the forum to start a new thread.