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Kudos0

Norton Online Backup Need Extra Files Purged

I have been using NOBU for a couple of years now, and have never had a problem. Recently however, I started getting messages notifying me that my online space was almost full. The problem with this is, I was only using about half of the allotted 25 gigs for backups, and according to the data I saw online, I was almost full.  I called support and was passed on up the chain, while three people tried to help me, including a supervisor.  The logical solution, which the supervisor attempted was to remove all computers from NOBU and purge files online. After doing this, the extra 12 gigs of online space was still being used after everything was removed.  At the supervisor's direction, I filled out a purge request, to have that "ghost" data removed.  According to the form I should have heard back from someone within 24 hours.  Well, I am still waiting, and in the meantime none of my computers are being backed up.

Please help.

bhb

Replies

Kudos0

Re: Norton Online Backup Need Extra Files Purged

I have been using NOBU for a couple of years now, and have never had a problem. Recently however, I started getting messages notifying me that my online space was almost full. The problem with this is, I was only using about half of the allotted 25 gigs for backups, and according to the data I saw online, I was almost full.  I called support and was passed on up the chain, while three people tried to help me, including a supervisor.  The logical solution, which the supervisor attempted was to remove all computers from NOBU and purge files online. After doing this, the extra 12 gigs of online space was still being used after everything was removed.  At the supervisor's direction, I filled out a purge request, to have that "ghost" data removed.  According to the form I should have heard back from someone within 24 hours.  Well, I am still waiting, and in the meantime none of my computers are being backed up.

Please help.

bhb

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Hello,

Unfortunately there was no need for you to submit any form for that sort of request. Can you send me your Norton account email address, via private message, and I'll take a look at the quota issue for you. It'd also be helpful if you can provide me with the support ticket number as well.

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Hello,

I just wanted to confirm that you received my message on this issue.

Thanks,

bhb

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Hello BHB

I recieved your message and have responded. There does indeed appear to be a disconnected set. I need the answers to the questions asked in the private message to proceed and then we can get all of this resolved for you.

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Just wanted to make sure you got my private message as requested. Thanks.
Accepted Solution
Kudos0

Re: Norton Online Backup Need Extra Files Purged

Yes, I did. The issue should now be resolved with the info you've provided. Please check your account and if all looks good mark this post as solved.

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Thanks! Great job. Great support!

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Hello Wesley

I have a very similar problem with my account that I hope you can solve for me as well.

I have 68 GB of storage space and my regular backup is only 6.50 GB in size. (i.e.. Less than 10% of my total storage capacity)  However I am receiving warnings that I am running out of storage space and that I have used 61.4 GB out of my 68 GB capacity.  I cannot purge any files because they are all required and only take up 6.50 GB as previously stated.

So how do I clear or get back the approximately 55 GB of space back that I am not using.  Please can you help?

Thank you.

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Bump!

Kudos0

Re: Norton Online Backup Need Extra Files Purged

Bump.  Hello Wesley, are you there?

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