• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Kudos0

Online Backup says computer not online

I noted an error message on the NOB icon in my system tray that the last backup was incomplete. I opened backup. The tab for Backup Now was dimmed and there was a message that my computer was not online. however, it is online.

Replies

Kudos0

Re: Online Backup says computer not online

I noted an error message on the NOB icon in my system tray that the last backup was incomplete. I opened backup. The tab for Backup Now was dimmed and there was a message that my computer was not online. however, it is online.

Kudos0

Re: Online Backup says computer not online

Hello

Please check out this knowledgebase article on this specific topic. It should help sort out the issue. If no, let me know please.

Accepted Solution
Kudos0

Re: Online Backup says computer not online

Thanks, Wesley, I tried restarting the computer but it did not work. I shut down last night and started up this morning and now NOB is working fine.

Kudos0

Re: Online Backup says computer not online

I have downloaded & installed the Norton Backup Online 3 times.  I just registered for this new program on Thursday and still do not have 1 good backup yet.  Can someone help me please?  Is there another option for the backup program to recognize the computer IS in fact online? 

Kudos0

Re: Online Backup says computer not online

I am having the same issue, however, not with a new install.  I originally installed NOBU about 8 weeks ago and it had been working fine, completing my last backup on 11/25.  However, on 11/26, NOBU indicated my computer was not online, although it was the computer I used to log on.  The issue repeated throughout the day, and again today.  I reinstalled NOBU this morning and this did not correct the issue.  I initiated a case with norton/chat and the Norton tech took remote control of my computer and did nothing more than reinstall NOBU two more times, neither of which solved the issue.  (Although the tech did tell me my subscription had expired, which was wrong {as he soon confirmed} so I'm not exactly filled with confidence that he knew what he was doing.)

Could this be a firewall issue?  The Norton Tech said it wasn't, but I have NOBU installed on a laptop and when I log-on to a new network with my laptop Windows 7 prompts whether or not ths network is public, and if I select the public option, NOBU shows my laptop as being offline.

Kudos0

Re: Online Backup says computer not online

I have read the knowledge base and tried "add a new computer" with no results.  What else can I do?

Kudos0

Re: Online Backup says computer not online

Following up on my post of earlier today, NOBU is now suddenly working without my having made any changes to my computer since the earlier reinstalls/reboots which did not solve the problem.  I am beginning to suspect (hunch only) that this is a Norton server issue.  During most of the failed backup attempts, it took an unusually long amount of time to log in to the system (20-45 seconds) instead of the usual log in time (5-10 seconds).  If Norton is having an internal issue it would be nice to know, especially since it would have saved me spending 20 minutes with a chat tech earlier today who offered nothing more than what the knowledge base article suggested.

Kudos0

Re: Online Backup says computer not online

Mine seems to have cleared up too.  Couldn't they put something on their web site if there was a problem with their server?

Kudos0

Re: Online Backup says computer not online

Had the same problem, but resolved immediately with a  simplereboot of the PC.  Go figure.

Kudos0

Re: Online Backup says computer not online

Have tried the re-boot and still not on line. Called and talked to support and their suggestion is to give them permission to access my files to see best way to help me get my files back. Now three weeks later still have not heard from them. To say I am disappointed would be an understatement...Anyone have a suggestion please let me know.

Kudos0

Re: Online Backup says computer not online

I am very unhappy with this service for my MAC Powerbook, MAC OS 10.6.8

I keep being told that my computer is not on line when it is.

I have followed the instructions to add a new computer and re-start my powerbook, it is not working.

Also, I ordered 15 GB of backup memory for MAC OS; you invoiced me for Windows. Does this make a difference?

Can I get a response that will solve my problem before I ask to cancel this service and get a refund via American Express?

Medio Waldt

[Edit: Removed the contact number as to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Online Backup says computer not online

Waiting for a Symantec senior supervisor to fix my problem on Norton Online Backup for MAC OS to resolve "Computer not online"

Somehow, I managed to get connected to a real person in symantec tech support, Philip Ranjith

He spent close to an hour trying to resolve my problem ... that Norton Online Backup does not recognize that my computer is online and avaialbe for backup.  It keeps saying it is offline, when it is online.  The product has not worked since Dec 2, 2011

I have re-installed the backup utility and re-started my computer several times as directed by solutions posted on this community forum.

This solution did not work for me, AND it did not work for the tech support agent who spent over an hour trying to resolve this issue.  

I was transferred to the queue for a senior supervisor, name unknown, which was 50 minutes ago, and no communication since then; I am reasonably sure they have forgotten about me.

How do i process a request for credit and full refund, plus 2-3 hours of my time, just this time?

Any insights out there?  Does anyone at Symantec ever read these posts? Does anything ever get resolved?  

Medio Waldt

[Edit: Removed the contact number as to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Online Backup says computer not online

Hi Mediowaldt,

Sorry for the issue you have faced with the Chat Support.

We have escalated this issue internal to Symantec. Thanks for bringing it to the notice.

Preetha DG
Norton Forums Moderator
Symantec Corporation

Kudos0

Re: Online Backup says computer not online

For the record, in case there are any 'me too' posts, there are other causes for the computer to not be online. The secondary cause of this is a hardware router blocking the ping back the installed client does with the backend. If you're using one try temporarily disabling it and see if the issue is resolved.

If this does not resolve it and/or support is unable to resolve it send me a private message with all your details including your Norton account login info. 

Replies are locked for this thread.