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Kudos0

Problem re-activating cloud back up

Good morning,

I've just renewed my subscription and have 366 days left, however when I try to re-activate my cloud back up, I get:

"We are unable to proceed with Norton account at this time.  Please try later."

I've been trying for several hours, but no joy.

I get the same with Win 7 on my desk top and Win 8.1 on my lap top.

I can access my account and see that I'm fully paid up.

Prior to this new subscription period, back up has been working successfully for many years.

Can someone assist me, please?

Replies

Kudos0

Re: Problem re-activating cloud back up

If you retained the exact same Norton product, and just renewed it, and you are seeing the same on 3 machines, I would suggest that there is some temporary server issue accessing your backups. 

Give it another day and try again. That is what Support always suggests when there seems to be a server issue.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Problem re-activating cloud back up

Thank you, I'll try to be patient!

Kudos0

Re: Problem re-activating cloud back up

Well, I've waited another 24 hours and still the same.

Can Norton's servers really be off line for so long, or is there another issue causing this?

Kudos0

Re: Problem re-activating cloud back up

When you renewed, did you reinstall your product, or did you just enter the new product key into your product? Or did you just use the automatic renewal process?

Looking at the main Norton screen, does it show that your subscription is active, or give a number of days remaining? 

Try going to Help - Subscription Status to have your system sync with the Norton subscription servers.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Problem re-activating cloud back up

Good morning and thanks for your further interest.

I renewed by entering a new key into desk top and lap top exactly as I have done for several years.

(I have auto renewal turned off, as Norton charge £79 and I get my keys from Amazon UK for £20!)

Renewing like this has always been successful on both computers in the past.

The main account page shows my current subscription is active until 21/05/20 with 364 days to go.

The software is working completely normally except for the inability to reactivate the on-line storage.

Kudos0

Re: Problem re-activating cloud back up

Do your backup sets still appear in your product?

And you are sure you got a Norton Security Premium product key? That is the only version that provides backup.

The puzzling part is that you are seeing this on multiple computers. I would try contacting Norton Support to see if they can resolve this.   www.norton.com/contactcs

Things happen. Export/Backup your Norton Password Manager data.