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Kudos0

Norton 360 Backup Not Working

I purchased Norton 360 a couple of months ago and the backup feature has been working great up until now. The backup is no longer working.

When I go to run a backup now, the computer just idles and does nothing at all. It is says it's starting, and then after about 20 minutes it says its running, but nothing at all happens.

I need help ASAP as I'm running a home based business and can't afford to not backup my files.

Replies

Kudos0

Re: Norton 360 Backup Not Working


Oakwell wrote:

I purchased Norton 360 a couple of months ago and the backup feature has been working great up until now. The backup is no longer working.

When I go to run a backup now, the computer just idles and does nothing at all. It is says it's starting, and then after about 20 minutes it says its running, but nothing at all happens.

I need help ASAP as I'm running a home based business and can't afford to not backup my files.


Welcome Oakwell,

Need some details about your system -operating system, backup destination, are you doing the files and folders of by drive letter?

If it was working and now it isn't, what has changed? Have you added software, hardware, let the destination get full?

Looking forward to your responses


 

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Hi Dick,

Thanks for your reply.

I have a brand new HP Pavilion PC with Windows 7. My backup destination is online Norton backup/server. I have only used about a gig of Norton online storage space to date (leaving me with around 24 gig spare). I'm pretty sure I haven't added any new software, and definately no new hardware. Nothing has changed with the way I use my PC.

Cheers

Oakwell.

Kudos1

Re: Norton 360 Backup Not Working


Oakwell wrote:

Hi Dick,

Thanks for your reply.

I have a brand new HP Pavilion PC with Windows 7. My backup destination is online Norton backup/server. I have only used about a gig of Norton online storage space to date (leaving me with around 24 gig spare). I'm pretty sure I haven't added any new software, and definately no new hardware. Nothing has changed with the way I use my PC.

Cheers

Oakwell.


Oakwell,

I saw a report that they were doing maintenance on some of the backup servers and one other set of servers. Since I haven't seen an 'all clear' this may be part of your problem. To confirm that is the Norton servers see if you can do a small backup set to a local drive - internal or external, even a CD/DVD. If all of that goes well we'll just have to wait for the tech types to finish their work.

Sorry for the upset.

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Dick,

I ran the backup to DVD which worked fine. As you say, I'm guessing we just have to wait for maintenance to finish. I'll check again in a day or so to see if the issue has been rectified.

Thanks for your help.

Oakwell

Kudos0

Re: Norton 360 Backup Not Working

We have a plan

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

What's the point of having an "automatic backup" it it never works? I'm so tired of this now, problem after problem. Looking at the other posts in the thread, I'm not experiencing anything that isn't experienced by other users as well.

Kudos0

Re: Norton 360 Backup Not Working

I know what you mean. Norton Online backup hasn't worked for over a week now. I'm certainly not impressed.

Kudos0

Re: Norton 360 Backup Not Working

I understand your frustration. Please step across the line and try to understand that of the staff and another line to try and understand ours. We're users just like you are and we are having the same problems. I haven't been YELLING at the staff, too much, so that they can hear themselves think and get the problemS fixed.

I haven't seen this type of cascade effect in a long time. It appears that as soon as one problem gets resolved another one is uncovered. It has to end somewhere and at some time. I'm rooting for the staff and thinking it will be soon.

Stay well and surf safe

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Dick, sorry but who are "we" and "the staff"? Are you a representative of Symantec/Norton? Couldn't find any info in your signature about this.

Kudos1

Re: Norton 360 Backup Not Working

Hi improwise,

I will try and answer the question you have put to Dick as it may be easier for me to respond than him.

There are two types of people on this forum, The first group are Norton staff these are the ones I think Dick means by - staff.  Symantec staff are called "Symantec Employee" or possibly "Administrator" or "moderator" under their user names and have their user names in bold red type.   The second group are other users who have an interest in Norton products.  This is what I think Dick means by we.

Of the latter group there are many that are fairly new to the forum and many of these will just come to get a problem solved and then not bother to log in again.  Others however stick around to try and help other users with problems.  Some people stick around for a long time and give a lot of help.  When someone thinks you have been particularly helpful they may give you "kudos" (from the button at the bottom right of posts).  When you gain kudos Norton give you a sort of rank (displayed just below their user name) which changes as you earn more kudos.  When you have given a vast amount of help to others and a lot staff and other people on the forum think you are both expert and very helpful you may be granted the exalted title of Guru.  Which you will see that Dick has.  This means that lots of ordinary users have found him very helpful in the past and he has the respect of Norton staff.

And now maybe you can see why I thought it might be easier for me to reply, than Dick.  ;-)

I hope that answered your question.

Mike
Kudos0

Re: Norton 360 Backup Not Working


improwise wrote:

Dick, sorry but who are "we" and "the staff"? Are you a representative of Symantec/Norton? Couldn't find any info in your signature about this.


Hi,

'We' are users and 'the staff' are the employees

I am a user and volunteer here to help, as best I can, other users. I have no 'official' connection with Symantec/Norton other than as a customer of long standing and a history of being active here as a resource for others.

Stay well and surf safe

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Reading this and other threads, I find that Symantec staff (and expert users) have confirmed that the Backup service isn't working as it should currently (not even for interna Symantect usage). Still, as a paying customer, I have not received any information whatsoever regarding these problems, what is being done to correct them and when it will be corrected. Instead, I have spent a lot of time trying to look for problems at my end and at the same time paying full price for a service that isn't working as it should?!?

To me, this is as far from a professional service you can get, and I would be suprised if I am the only customer of yours feeling the same (if not, please make yourselves heard so I know I'm not the only one).

For me, having a working backup solution is critical. I even have this as an obligation in many of the contracts I have with my clients (I am a consultant in IT and business). As long as these problems remain, I don't have a working backup solution and thus are actually in breach of my contracts.

Kudos0

Re: Norton 360 Backup Not Working


improwise wrote:

Reading this and other threads, I find that Symantec staff (and expert users) have confirmed that the Backup service isn't working as it should currently (not even for interna Symantect usage). Still, as a paying customer, I have not received any information whatsoever regarding these problems, what is being done to correct them and when it will be corrected. Instead, I have spent a lot of time trying to look for problems at my end and at the same time paying full price for a service that isn't working as it should?!?

To me, this is as far from a professional service you can get, and I would be suprised if I am the only customer of yours feeling the same (if not, please make yourselves heard so I know I'm not the only one).

For me, having a working backup solution is critical. I even have this as an obligation in many of the contracts I have with my clients (I am a consultant in IT and business). As long as these problems remain, I don't have a working backup solution and thus are actually in breach of my contracts.


Hi,

The paid professionals at Symantec/Norton have been working to repair the problems since they were first reported. They have not provided any details on what has been happening nor have they allowed when it might be fixed. I will be very surprised if either of these bits of information are given.

There is nothing in your subscription for 360 that says that you will have 100% access 100% of the time. If you have made contracts which say that you will provide this type of service then I'm sure you have another means of making backups that will meet the specifications of your contracts.

This is the first time in several years that so many things have elected not to work properly. I know the level of frustration and upset is rising everywhere. Most of all at Symantec/Norton.

Stay well and surf safe

DickWin7x64 SP1 current NIS V21
Kudos1

Re: Norton 360 Backup Not Working

Hello all,

I'm very new to all this and I guess I would echo some of the same comments previously made.  I think what frustrates me most is the fact that I'm learning about this problem through posts on this discussion forum as opposed to some other more direct way.  I accidentally stumbled into this forum trying to find an actual person to talk to.  For a week - I thought it was me and that it was a problem with my computer, my connection, or more importantly - my lack of computer knowledge.  Last week I spent over 2 hours with Norton staff where they took over my computer and basically got me back to the same spot I was before I called.  I'm not blaming anyone but I'm simply glad that I stumbled onto this thread and it appears that it isn't just my computer, or connection, but rather a more global problem.  I was ready to take some drastic measures to my computer which would really have been a time killer.  I guess I'll just sit back and wait for the problem to be fixed.  Question:  In the future, is this the place I should go which would alert me to these types of problems before I spend a week of my life questioning my technological worth?  Does Norton have an automatic email notification system of problems being reported with N360?  Any input would be appreciated and most importantly - thanks for the help.

Kudos0

Re: Norton 360 Backup Not Working

I am so glad I checked here--I always think it (the problem) is me.  Hopefully Norton will fix this soon.  Thanks for your help and patience, Rich.

Kudos0

Re: Norton 360 Backup Not Working

Sorry--I called you Rich--thank you Dick.

Kudos0

Re: Norton 360 Backup Not Working

Who is talking about 100% of the time? Currently, I would be happy if it worked 50% of the times I try to use it, and that would still be at least 40% more than the current success rate. I tried to run the backup manually 20 times in a row before I could make it work. Once. Then I tried again just to test and it failed. So I don't really feel like it is me being very demanding here.

As pointed out by me and other posters here, the main problem is that Symantec obviously know about these problems, but does not inform the customers about it (at least not me, and it seems I'm not the only one). I don't know how many customers Norton 360 has, but I would guess it is most likely more than 50 000, perhaps serveral hundre thousands or even millions. If each of them spent 1 hour trying to solve these problems at their end...you do the math here.

For me, the trust I have in Norton 360 and Symantec is badly damaged by this, more the handling of the problem perhaps than the actual problem itself. And how hard could it have been to send out an email saying something like "We are currently having problems with the Norton Backup service, we are working on solving the problems as hard as we can". Instead, probably 99% of the customer (the one not being here), probably doesnt have a clue. 

Dick, please don't think that I'm frustrated at you here, I realize that you are probably helping out others on your spare time and if it hadn't been for you, I wouldn't even have know for sure that it was as problem at Symantects servers. So many thanks for your input!

Kudos0

Re: Norton 360 Backup Not Working

Hi, improwise,

As you're one of the users experiencing this problem, your frustration is certainly understandable. It's also pretty cool that you're trying to provide some feedback on what Symantec might be able to do to handle these things better. As you surmise, Norton does have millions of customers, literally around the world. Disregarding those who use products that don't have backup functionality, though, there are still a significant number who don't use it. At all. Of those who do, there are many (myself included) who only backup to physical media--a USB drive, perhaps, or maybe a terabyte drive hanging off our local network--that we can physically control. Note: This might actually provide a better answer to your circumstances, given your fiduciary obligations--especially since the USB drive option allows you to store your backup offsite, just like the online option, so that a fire or flood that completely wiped out your work location wouldn't destroy your backup as well; this is what I do myself, as I have comparable requirements.

Of those who do use Norton's online backup storage, there appear to be many (remember, worldwide and thus maybe using different server farms) who aren't experiencing this problem at all. There may also be many who never see it because they backup less regularly and it's fixed between their scheduled times. Sending the mass e-mail that you suggest would, for each of these cases, either cluter their inboxes with one more piece of useless junk (at best) or cause needless worry (at worst). Like Dick said, there are a lot of people just as smart as us working at Norton; if there were a better way of handling this, they more than likely would have thought of it (thanks, though, for helping us brainstorm, cuz you never know!). And they will fix it, as soon as humanly possible. If it were otherwise, they would not have stayed on top of the pile for the quarter century I've been using their products.

Good luck--and sorry this is such a pain right now. Please do stick with us, though: that quarter century (during which I've also been an IT leader) would strongly suggest you won't find a comprehensive solution that has these less often, or handles them any more professionally.

Kudos0

Re: Norton 360 Backup Not Working


MneMe4 wrote:

Sorry--I called you Rich--thank you Dick.


Feel free to call me anything but later for supper

Rich is short for Richard which is my name and Dick is a nickname

So you were correct on all counts

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Hi,

Feel free to rant at me all you like. I get a lot during my day job at times. [Might have something to do with working for a law enforcement agency] At any rate. Over the past 25 or so years of being a customer of Norton/Symantec [it was Norton for many years before it became Symantec] they have always been very good at many things and seem to avoid association with others. Communications during a crisis is perhaps the most difficult thing to get right. Outages, rolling or global or just regional make it even more difficult to announce.

Whenever I think that they should have done it better, faster I get hit by my own failings so I am trying, as I get older, to be a bit more tolerant and let the experts do their thing without me hanging over their shoulder wanting to know what they are doing and how soon they will be finished.

The external drive as a backup destination works. I used it, taking the backups to the bank each morning, at a job which couldn't survive a crash that lasted as long as it would take to reenter all of the data manually from paper records. More than once I had to get a backup out of the bank and restore information. At least once a month to prove to the boss that it was working and worth the cost of the bank box 

They will get it fixed and all will be well but I don't think there's anybody that wants to say just when that will be. They are trying and at times it seems that they are very trying

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working

Another thing that I feel could be improved greatly is meaningfull error messages. Let's assume I am the only customer facing this problem, why not give me a "could not reach backup servers" error message or something like that to give me a good idea of why it isn't working. Now all we get is a "something went wrong" and a few error codes which doesn't seem to mean anything even to the support personel staffing the chatrooms, even less to us customers.

Sorry but I just feel Symantec is doing everything backwards here, and as far from what I feel is the standard in the industry (give meaningfull error messages, inform customers about know problems).

Kudos0

Re: Norton 360 Backup Not Working

Try to remember, though, that you're only seeing one particular form of user experience--and if it were a good one, you likely would never have come to these forums. For more than two decades, my Norton products have done exactly what they said they would. I've almost never seen a Norton error message, and on those rare occasions when I have, it was clear, understandable, and helpful--so I suspect these bizarre numbers, when you see them, are just the only thing that can be determined automatically; the actual cause and description could, technically, be any number of things that might result in that code.

From there, it takes a human being with some diagnostic skills...or, perhaps, cloudsourcing the front end of support as Norton has done. 90% of the times I've helped someone with one of those cryptic codes, simply typing it into the search box pulls up a good explanation of the range of possibilities; maybe about half the time it actually pulls up a solution that I can just cite. If the user has the skills to do all that themselves, they have ready access to all the information they can use; if not, that's what we're here for--and, I might add, an army of volunteers who have used Norton products for decades, distributed around the world, can answer faster and in many cases in more detail than the finite number of front-line staffers Symantec can maintain, who can generally only accumulate so much experience before they move up or move on.

Again, Symantec is the industry standard--and they could not have remained so for all this time by "doing everything backwards." It is far more likely--as in this case--that there are details involved that are transparent to you that explain why this type of rare experience has to be such a pain. And more than likely, it will all be set right soon.

Kudos0

Re: Norton 360 Backup Not Working

No offence, but being a software developer for the last 25 years, I wouldn't even claim that my own programs worked without problems for the last decades. Having been a customer before of Norton a few years ago, I wouldn't claim that this goes for Norton/Symantec either. On the other hand, I wouldn't say that about any other software I've used either. Also as a software developer, I find it impossible to beleive that it wouldn't be possible to provide some more detailed error messages than this.

Industry standard, again, no offence, but I think there are a few companies that would object to having Symantec claim the title as being the industry standard for the software industry. In some areas though they are probably the leading provider, even more reason then to live up the the expectations as such.


I must say I am confused about about the reactions here, I am paying full price for a service that is very important to me, and hasn't been working for the last couple of weeks despite me having put many hours into it, and you almost seem to be offended by me being frustrated about this? In my book, it should be Symantec appologizing for the problems, telling us when they would be fixed, and offer some kind of compensation for it. What am I missing here?

Kudos0

Re: Norton 360 Backup Not Working

Clearly, I can only report what I've experienced, on my own systems and on those I've been responsible for--and that is exactly as I've described it.

I can't blame you at all for being frustrated--as I've said all along. I'd be frustrated too. But I don't believe you're being reasonable to blame or denigrate Symantec for it in the way that you have been--after all, by your own admission, not even your own programs always work without error--and to back that up, I've provided you with what you've been missing at each step along the way. You don't seem inclined to change your mind, though--which is, of course, your absolute right. But I am indeed a bit offended by your continuing to do so, on a forum provided and paid for by the company you're badmouthing, on which you're receiving exactly the information you're wishing for, to the extent that it can currently be provided.

Believe what you will, and act as you must. Like my colleagues before me, I am moving on to other threads.

Kudos0

Re: Norton 360 Backup Not Working


improwise wrote:

Another thing that I feel could be improved greatly is meaningfull error messages. Let's assume I am the only customer facing this problem, why not give me a "could not reach backup servers" error message or something like that to give me a good idea of why it isn't working. Now all we get is a "something went wrong" and a few error codes which doesn't seem to mean anything even to the support personel staffing the chatrooms, even less to us customers.

Sorry but I just feel Symantec is doing everything backwards here, and as far from what I feel is the standard in the industry (give meaningfull error messages, inform customers about know problems).


Hi,

I'm all for the best possible error messages. Can you help me design a way to give you the cause of the problem when the server isn't online or there are internal errors due to a disk or component failure? These usually cause random errors which make it seem like you are chasing a shadow.

I've tried to do this before when I had a network to run and it took more time and resources to try to provide error messages than it finally took to repair the problem. For scheduled maintenance I was able to do a small redirect to a message that said "The server is off line for maintenance. Please try back after 0200 EST."

I know I can't do better so I don't try to second guess them on what 'they should have done'.

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Norton 360 Backup Not Working


DistEd2 wrote:

Clearly, I can only report what I've experienced, on my own systems and on those I've been responsible for--and that is exactly as I've described it.

I can't blame you at all for being frustrated--as I've said all along. I'd be frustrated too. But I don't believe you're being reasonable to blame or denigrate Symantec for it in the way that you have been--after all, by your own admission, not even your own programs always work without error--and to back that up, I've provided you with what you've been missing at each step along the way. You don't seem inclined to change your mind, though--which is, of course, your absolute right. But I am indeed a bit offended by your continuing to do so, on a forum provided and paid for by the company you're badmouthing, on which you're receiving exactly the information you're wishing for, to the extent that it can currently be provided.

Believe what you will, and act as you must. Like my colleagues before me, I am moving on to other threads.


Are you kidding me? Symantec software/service does not work and you don't want me to blame the vendor? When my own software does not work as expected, I find nothing strange with my clients being frustraded and disappointed by this, and I of course appologize for the the problems and try to correct them as quickly as possible.

What have you been providing for "what you've been missing each step along the way"? What I have mainly asked for is a fix to the problems so I can use the services I pay for, I've also asked for information regarding what the problems actually are, and what I can see, I've received neither. I'm not badmouthing anything, I am reporting about the problems I experience and the lack of solutions for it and information regarding it. Isn't that the whole idea of a support forum? Or is this forums just for people praising Symantec or their products?

From what I see in other posts in this and other threads, I am far from the only one having problems with the backup service.

Kudos0

Re: Norton 360 Backup Not Working


dickevans wrote:

improwise wrote:

Another thing that I feel could be improved greatly is meaningfull error messages. Let's assume I am the only customer facing this problem, why not give me a "could not reach backup servers" error message or something like that to give me a good idea of why it isn't working. Now all we get is a "something went wrong" and a few error codes which doesn't seem to mean anything even to the support personel staffing the chatrooms, even less to us customers.

Sorry but I just feel Symantec is doing everything backwards here, and as far from what I feel is the standard in the industry (give meaningfull error messages, inform customers about know problems).


Hi,

I'm all for the best possible error messages. Can you help me design a way to give you the cause of the problem when the server isn't online or there are internal errors due to a disk or component failure? These usually cause random errors which make it seem like you are chasing a shadow.

I've tried to do this before when I had a network to run and it took more time and resources to try to provide error messages than it finally took to repair the problem. For scheduled maintenance I was able to do a small redirect to a message that said "The server is off line for maintenance. Please try back after 0200 EST."

I know I can't do better so I don't try to second guess them on what 'they should have done'.


Well, I don't know the inner functionality of Nortons product, but I assume it's running on top of the operating system and using functions in it for handling of network and disk stuff. If so, I'm guessing that exceptions will have been thrown which would be a start at least. Having your own custom error messages as the ones you mention is of course even better, but I know myself it can be quite a pain to maintain those across different products/languages.

I tried to look myself in the log files but they seem to be in an unreadable format, and the option to export the og file as TXT-files seems not to exist any more.

Kudos0

Re: Norton 360 Backup Not Working

Some good news, the last 2 backup attempts have been successful. Let's hope it's not a temporary thing and that the engineers responsible at Norton has managed to find a solution to the problems. 

Kudos0

Re: Norton 360 Backup Not Working


improwise wrote:

Some good news, the last 2 backup attempts have been successful. Let's hope it's not a temporary thing and that the engineers responsible at Norton has managed to find a solution to the problems. 


Hi,

Problems are being solved but they are not all solved at this point in time.

DickWin7x64 SP1 current NIS V21

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