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Kudos0

Unable to restore files from NOBU

I have been working with a Norton tech since last Thursday, May 24, 2012 trying to restore my online backup to my new laptop.  The tech stated it was a Norton server issue and the development team had resolved it.  The tech then gained access to my system and started the process again .  That was three days ago and the process stopped overnight and I do not have my files.  I contacted support today, May 31, 2012 and requested Norton send my files to me on disk as I need them immediately.  I again gave the tech access and he started the process again.  I have not seen my files in 7 days and I have been told not to use my laptop until the files are restored.  No laptop for 7 days.  This is absolutely ridiculous and unacceptable.  Unfortunately, Norton doesn't care enough to resolve my issue and send me my files.  I'm stuck at the mercy of overseas technicians and supervisors that read from a script in very poor english.  I don't want to complain too much because Norton has my desperately needed files on their servers.  If anyone from Norton AMERICA is reading this I hope you will research the case and contact me.  I have supported Norton/Symantec products for 23 years as an IT Director for a corporation and now as a small business owner.  This is completely unacceptable.  I'm STUCK!

[Edit: Removed the case ID to conform with Participation Guidelines and Terms of Service]

Replies

Kudos0

Re: Unable to restore files from NOBU

Hello wadawash

For future reference please create a new thread next time rather than using an existing one. Otherwise you run the risk of the query getting inadvertently overlooked.

Now in regards to your issue - I've reviewed your case. As much as you may not want to hear it there is no technical issues. The amount of data you have, along with the history is over 100 GB. That amount of data will not download instantly due to multiple factors. The key ones being:

  • The size of the restore being processed.
  • The prior restore request being cancelled and then restarted. All that accomplished was forcing it to start from square one when it was already part way through. You would have had the data already restored by now otherwise.
  • The incremental technology used requires the server side to re-build your data from multiple historical backup sets. That basically means it has to start from the date you selected for restore, go through the older dates to grab all the other pieces to give you a complete file and then download it.
  • The data is also encrypted for security. It isn't a simple matter of downloading a file 1:1 off of a website.
  • The restore in process message means it was working correctly. It won't give you a percentage until an actual download is ready. That won't take place till the server side processing is completed.

 Regardless if you have a fiber optic connection or a direct OC3 it still has to finish the server processing to even download data. I've had our engineering team check your account and there is absolutely no issues with it other than the sheer size. The best course of action is to selectively restore your data. Have it restore the items you need immediately and then move onto the other content.

As for restoring to DVD that is something the Tier 1 support team has no approval to provide. Even if it does make it up the escalation ladder a manual DVD will take longer to process than it would for you to allow the restore to run its natural course. As mentioned above the data is in incremental pieces on top of the encryption. Specialized tools have to be used to restore the content which in itself is time consuming.

I understand your frustration but consider what info has been provided and try again. It will work properly if you give it the time to run.


wadawash wrote:

I have been working with a Norton tech since last Thursday, May 24, 2012 trying to restore my online backup to my new laptop.  The tech stated it was a Norton server issue and the development team had resolved it.  The tech then gained access to my system and started the process again .  That was three days ago and the process stopped overnight and I do not have my files.  I contacted support today, May 31, 2012 and requested Norton send my files to me on disk as I need them immediately.  I again gave the tech access and he started the process again.  I have not seen my files in 7 days and I have been told not to use my laptop until the files are restored.  No laptop for 7 days.  This is absolutely ridiculous and unacceptable.  Unfortunately, Norton doesn't care enough to resolve my issue and send me my files.  I'm stuck at the mercy of overseas technicians and supervisors that read from a script in very poor english.  I don't want to complain too much because Norton has my desperately needed files on their servers.  If anyone from Norton AMERICA is reading this I hope you will research the case and contact me.  I have supported Norton/Symantec products for 23 years as an IT Director for a corporation and now as a small business owner.  This is completely unacceptable.  I'm STUCK!


Kudos0

Re: Unable to restore files from NOBU

Wesley,

Thank you very much for reviewing the case notes.  Obviously someone is not taking very good notes on your end.  Do the case notes not state there was a server issue and the case was escalated to a development team?  Interesting, as that is what I was told when I first tried to restore my files.  Do the case notes not show how many times a Norton tech has accessed my machine and reinstalled and restarted the restore process?  I just went and checked the process and it is still preparing the restore.  I did not continue to start and stop the process.  The Norton technician did.  He accessed my system and did it again today.  I just noticed the size as well.  This changed today some how?  I do not have 100 gigs of data and I am confident it never said that until today.  I will review the emails with screen shots that I have been sending the last few days to the norton case manager email address.  

What I find interesting about Norton is that only one tech, the original tech, has taken any responsibility for the issue.  I was an IT Director for ten years of HQ and 600+ remote sites with a help desk.  I hope my employees never responded in the same fashion Norton has.  I find it ridiculous and unacceptable and will share this in my own community of IT professionals as well.  This is amazing.  How do I get this escalated to someone who can actually resolve a problem insteadof passing it back off to the customer?

Kudos0

Re: Unable to restore files from NOBU

Hello wadawash,

That's the thing.. there never was a server issue. The initial issue was the sheer size of the set not processing correctly on the first try. After that error the matter resolved itself. Across all of your data sets equals 100 GB. The largest of them is more than 50 GB in size. Without publicly sharing details about the account I can't get into more specifics. In regards to the size change there likely was an existing discrepency which was resolved when Engineering reviewed the account.

In regards to the stopping and starting - since you've confirmed otherwise I'll have that matter taken care of with the agents so we put a stop to it. That definately only added to the issue rather than helping.

As for your last statement the matter should never have reached the level it has. What may be best is if I have a member of my support team reach out and work with you instead. That way you'll get someone who knows fully about the service and its inter-workings. I'll shoot you a private message with a phone number you can reach them.

Kudos0

Re: Unable to restore files from NOBU

I received your PM.  Thank you and I will contact your department on Monday.

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