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Kudos1

Norton 360 online backup / nobu.backup.com Issues

I had quite a few problems with Norton 360's online backup in the past.

1) The inability to "delete a computer" from nobu.backup.com

2) Data sets or storage usage showing up on nobu.backup.com even when I finally did manage to delete the data sets via the Norton 360 interface.

Finally a Symantec employee (wwelty) helped me out and all computers were deleted and my storage brought down to 0 MB at nobu.backup.com.

After that time, I didn't use online back up for a while until recently.

I linked one PC (name: X-PC) and uploaded about 250 MB. But I noticed that each subsequent backup/sync took more than a reasonable amount of time - an overall unsatisfactory experience. So I carefully deleted the entire backup set FROM my PC itself.

All good so far, but when I log in to https://nobu.backup.com, I see that my PC is still displayed there and it shows that I've used up 4.56 MB of 37 GB. That isn't right, since I've deleted the ENTIRE backup file/set from my PC (Norton Backup Drive). It should be zero MB.

I would be really greatful if my case could be forwarded to the Symantec engineers once again and have them:

1) Remove my PC entirely from my Norton account (a complete de-linking and removal of any and all computer sets)


2) Purge any and all information/data that still might be in the servers (eg. the 4.56 MB that it shows is used up)

I cannot do this at my end as the options are not available at nobu.backup.com.

A screenshot of my account page is at http://i25.tinypic.com/5d5r3s.jpg

Thank you.

Replies

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Help??

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Sorry can't help, except to say I have a very similar issue registered as an active case with the support team, that I am (still) awaiting resolution of. Currently I am awaiting a call from the Development team within 48 hours (that was 7 days ago....). They have suggested that I need everything on-line deleted so I can start again. But no progress in doing that, mind you from seeing your symptoms, I am not convinced that will help.

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

I am having a very similar problem as well. 

It is saying I need to buy more space. I got 25gb with the Premier Edition and am trying to backup only about 19gb. It is also show through Windows Explorer that I'm only using about 19 gb as well. Cannot access it from the web either. It still has material in there from older system builds, but same account. I would like everything just deleted from online so I can start over.   

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

The last time I had this problem, a Symantec Employee escalated my case to an engineer and they purged everything.

Customer support will not be able to help you in this regard, from my experience.

Really wish someone from Symantec looked into this for us.

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

I have I think a simpler problem than this, but it's still just as troubling. I bought a new computer and downloaded the activation trial that came with a free 5GBs. After things went ok I bought and downloaded Norton with 25GBs. My auto back-up option is not registering this 25GBs, it's just telling me I don't have enough space anymore. When I open my backup online page it confirms that I only have 5GBs of space, but that I have a years subscription, which I do. SO basically the system hasn't updated my storage space yet...?

I also still get pop-ups asking me to activate my trial which is infuriating as that's come and gone by now. Any help would be greatly appreciated.

Kudos1

Re: Norton 360 online backup / nobu.backup.com Issues

chieftain,

If you have already communicated with Wes (wwelty) then I would say the easiest way might be to reach out to him again since he is familiar with your case. If you'd like, I can have a look as well so feel free to contact either of us directly.

raven57,

If you would like, I can check on the status of your request. Turn around time for this sort of request should be less than 48 hours and if they had told you to expect a call back from someone on dev team it sounds like your request may have ended up in the wrong spot. Send me either a PM or email and I will track down the request and we can figure out where it got tied up.

sheldon65,

As you have noted, backup data from other systems will count towards your quota which is most likely what has caused that space to be filled up. Are you receiving an error when attempting to purge the data either via the N360 client or Norton Drive? If necessary we can help you get it resolved via the servers.

sammcmeekin,

This issue sounds like an account related issue. Have you reached out to our customer support folks? Is it possible that you changed your email address between the trial and actual account? Is this N360 or NOBU? Sounds like NOBU. If you'd like me to take a peek at your account I can at least confirm what you are seeing.

Sorry if I missed anyone =)

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Scott, thanks for your offer of intervention. PM sent with case details.

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues


sheldon65,

As you have noted, backup data from other systems will count towards your quota which is most likely what has caused that space to be filled up. Are you receiving an error when attempting to purge the data either via the N360 client or Norton Drive? If necessary we can help you get it resolved via the servers.

=============

Thanks for the reply. I can delete files from the current online DefaultSet with no problem. I believe the problem is older online backups from previous system builds of the same computer taking up space. It is showing a lot more space being used than my current default backup. However, the only backup I see anywhere on N360 or Norton Drive is the current DefaultSet.  I would like to keep my current DefaultSet and have everything else erased or just wipe everything online back to zero and I'll start a fresh backup. Just let me know how to proceed. Thanks again!

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

sheldons65,

Send me either a PM or email and I will tell you next steps to get everything taken care of.

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Hi Scott,

I have contacted wwelty and I believe the team is working on it. Thank you.

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Just to report that Scott has resolved the inconsistencies between my NOBU & N360 storage reamaining values, enabled me to access the missing back-up set, and (hopefully) arranged for the erroneous empty entries to be purged. So all in all a real result.  Thank you Scott (I look forward to the V5 enhamcements in this area you alluded to)

Kudos0

Re: Norton 360 online backup / nobu.backup.com Issues

Scott has me fixed up. Thanks!

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