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Kudos0

Norton Security - Backup Stopped Working - Windows 10

Backups stopped working on one of my Windows 10 computers in the past few weeks.   The error message is "There is a problem connecting to the Internet.  Make sure a connection is available."

Other parts of Norton (such as Live Update) are having no problem accessing the Internet, and no other apps have having any connectivity problems.

I have *not* upgraded Windows to the "Anniversary Edition."  I also haven't done made any significant changes to this PC in this timeframe.

Appears to be limited to this machine. Other machines, on the same home network, are working fine.

I haven't deleted/re-installed... in the past, I've found that requires backups to start from scratch, and that the prior backups have to be manually deleted from the Norton storage.  Would rather not do that.

I see nothing in the FAQs.  I know from experience that if I start a chat session with support, I need to be around for a while and can expect them to want to take over my PC.  Norton doesn't have the ability to open a case by email, which I find annoying.  I was hoping someone here might have a suggestion.  

Replies

Kudos0

Re: Norton Security - Backup Stopped Working - Windows 10

Hi Ancistrus.

Sorry for the lack of response but I am not sure what to say..  However as no one else has offered any ideas may I ask if you can look at the possibility of restoring one of the already backed up files from the problem device.  If Norton allows you to search through the backed up files to select one, and even possibly allow you to restore it, then we would know that the problem is not with the connection but with the backup process.

Just an idea.

Mike
Kudos0

Re: Norton Security - Backup Stopped Working - Windows 10

Andmike,

Good suggestion.  Thanks.  A test restore worked just fine.  Not sure what is causing the backup to fail, and I'll probably have to resort to carving out an hour to do an online support session.  I just hate doing that - it ties up a lot of my time.  As a tech-savvy person, I wish Norton would post more real self-help info other than "delete and reinstall."

Kudos0

Re: Norton Security - Backup Stopped Working - Windows 10

Hello again Ancistrus.

Glad you were able to access the backup but it does still leave us with a puzzle.  Are you sure that all of your backups are being made to the same Norton online account?  And have you checked how much spare space you have in your online storage?

I am wondering if the software thinks there may be insufficient space to put the new backup on the servers.  Is this possible?

Mike
Accepted Solution
Kudos0

Re: Norton Security - Backup Stopped Working - Windows 10

Here's the ultimate fix implemented in a support call:

  • Changed Norton's Network Proxy setting to "automatically detect" 
  • Turned off Network Cost Awareness
  • Changed a network throttle setting to maximum

I hadn't changed any of these from the defaults, and my network is very good (80 Mbit up/down).  However, these changes got it to work.

'Tiz a puzzlement.

Kudos0

Re: Norton Security - Backup Stopped Working - Windows 10

Delighted that you are sorted Ancistrus.  

And thanks for posting the list of things that seem to have sorted it.  I suggest that you "accept" that as the solution.

All the best.

Mike

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