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

Not what you are looking for? Ask the experts!

Kudos0

Online Backup Reports Computer Offline

I have reviewed the postings on this topic and tried restarting my computer.  I have also tried to use the Add Computer method however after downloading the .exe file a screen comes up with a progress bar and nothing happens beyond that.  Finally, the Online backup icon in the system tray by the clock has disappeared.

Replies

Kudos0

Re: Online Backup Reports Computer Offline

I have reviewed the postings on this topic and tried restarting my computer.  I have also tried to use the Add Computer method however after downloading the .exe file a screen comes up with a progress bar and nothing happens beyond that.  Finally, the Online backup icon in the system tray by the clock has disappeared.

Kudos0

Re: Online Backup Reports Computer Offline

It sounds like a security application or the browser itself is blocking the install. Can you reach out to chat support so they can do a remote support session and take a look?

You can reach them at www.norton.com/chat. 

Kudos0

Re: Online Backup Reports Computer Offline

After spending more than a couple of hours in chat support with support controlling my computer, they were unable to fix the problem.  The technician then indicated he was transferring my issue to the next level.  I shut chat down after another hour of watching an hour glass telling me that it was being transferred.  I had also provided my phone number as requested "in case we get disconnected."  Of course, no return call.  In addition after I specfically questioned removing the computer and or removing the software regarding the loss of backed up data as I have read on the forums that this causes data. loss, the technician assured me it wasn't a problem and, of course, it caused my backed up data to be unaccessible even though the computer name etc. were identical.  Bottom line, especially given that virtually nothing has changed on my computer for several years, this software appears far too unstable and if problems do occur there seems to be no clear recovery path.  Needless to say I will likely be looking to a different provider for my back up requirements.

Kudos1 Stats

Re: Online Backup Reports Computer Offline

Hello Gozias

I'm sorry they provided misinformation. I've said multiple times, via other threads, to not let them remove the set. Overinstalling wouldn't hurt anything but removing the software or removing the computer will always remove the data. The service itself is not unstable. It's more of you unfortunately didn't get a properly trained agent. I can have the other set re-attached if you need access to the content. 

There still would be a secondary underlying cause by the set became disconnected. If the issue still remains with the new install we can arrange a phone session instead. Let me know.

Kudos0

Re: Online Backup Reports Computer Offline

Same problem here.  Looks like it may be related to installing NIS 2013 (which, by the way, wiped out all my Identity Safe logins).  Like Gozias, I've had the same problems with Support chat.

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