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Kudos0

UNABLE TO RETRIEVE FILES FROM NORTON ONLINE BACK UP

On friday my Mac crashed so i checked my norton back up to see if my files were indeed there and luckily they were. Now I have wiped the drive and reinstalled lion but the restore or even the download feature is not working. When i restore it will process but then nothing saves and when i download I just get a blank screen. Can some one please help! My MA thesis is on here and it is of the utmost importance that I retrieve these files. Thanks.

Replies

Kudos0

Re: UNABLE TO RETRIEVE FILES FROM NORTON ONLINE BACK UP

On friday my Mac crashed so i checked my norton back up to see if my files were indeed there and luckily they were. Now I have wiped the drive and reinstalled lion but the restore or even the download feature is not working. When i restore it will process but then nothing saves and when i download I just get a blank screen. Can some one please help! My MA thesis is on here and it is of the utmost importance that I retrieve these files. Thanks.

Kudos0

Re: UNABLE TO RETRIEVE FILES FROM NORTON ONLINE BACK UP

Hello,

It sounds like there may be an issue with that particular set or a problem with initiating the download. The most critical thing is to make sure you don't remove that offline set. That will not fix anything but will make matters worse. With that said have you reached out to support to perform a remote support session to help troubleshoot yet?

If no I'd suggest trying that and if they cannot resolve it within a few minutes let me know and we'll go the higher tier support route. 

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