topic Re: N360 v6 Backup activation problem in Norton 360

N360 v6 Backup activation problem

stanleyknife — Sat, 18 Feb 2012 21:37:15 GMT

I've just moved from version 5 to version 6 by allowing the v5 to expire and starting a new version 6.

On the PC, N360 says that I need to 'log on to your Norton Account and reactivate using your new subscription'. However there is also a Fix Now which can be pressed. This opens a dialogue titled 'Norton Account' tells me it's Gathering Data, then reports back 'Congratulation! You have successfully activated Norton 360 Online Backup with 6.00GB of online storage. Click next to continue storing your files online.' However nothing has changed. Backup fails and complains with the message in Details 'Please log on to Norton account and activate your online backup subscription.' The PC end seems a waste of time.

Logging on to my Norton Account on the Web, I've opened the Product tab and clicked on the 'Access your online backup files', logged in and can see the previously done backup sets. The 'Backup Now' and 'Settings' tabs are greyed out but the 'File Actions' is available. Clicking on 'Subscriptions Info' takes me to 'My Subscriptions' with my latest Norton 360 shown as expiring on 14/02/3013. In the top right is a link 'Activate Norton Online Backup'. Clicking on this takes me to 'Activate Storage' 'Please enter your Product Key'. I enter the Product Key from the Product tab and then are taken to 'Getting started with Norton Online Backup with 'Buy Now', 'Activate', Try' and 'Use for Free with N360'. The Norton Account end looks OK if very confusing about exactly what subscription (if any) I have but it still doesn't work. The acid test is: Can I run Backup on the PC and then see the files in the Backup Drive. NO!

Does anyone know what's happening here please? The PC end is a mess. How can it say it's activated when it hasn't and then insist on trying agaian, and again ....

At the moment I think N360 v6 is a load of ****. Would anyone care to try to convince me otherwise by solving my problem? Any help gratefully received.

Rog.

Re: N360 v6 Backup activation problem

dickevans — Sun, 19 Feb 2012 01:48:27 GMT

stanleyknife wrote:
I've just moved from version 5 to version 6 by allowing the v5 to expire and starting a new version 6.

On the PC, N360 says that I need to 'log on to your Norton Account and reactivate using your new subscription'. However there is also a Fix Now which can be pressed. This opens a dialogue titled 'Norton Account' tells me it's Gathering Data, then reports back 'Congratulation! You have successfully activated Norton 360 Online Backup with 6.00GB of online storage. Click next to continue storing your files online.' However nothing has changed. Backup fails and complains with the message in Details 'Please log on to Norton account and activate your online backup subscription.' The PC end seems a waste of time.

Logging on to my Norton Account on the Web, I've opened the Product tab and clicked on the 'Access your online backup files', logged in and can see the previously done backup sets. The 'Backup Now' and 'Settings' tabs are greyed out but the 'File Actions' is available. Clicking on 'Subscriptions Info' takes me to 'My Subscriptions' with my latest Norton 360 shown as expiring on 14/02/3013. In the top right is a link 'Activate Norton Online Backup'. Clicking on this takes me to 'Activate Storage' 'Please enter your Product Key'. I enter the Product Key from the Product tab and then are taken to 'Getting started with Norton Online Backup with 'Buy Now', 'Activate', Try' and 'Use for Free with N360'. The Norton Account end looks OK if very confusing about exactly what subscription (if any) I have but it still doesn't work. The acid test is: Can I run Backup on the PC and then see the files in the Backup Drive. NO!

Does anyone know what's happening here please? The PC end is a mess. How can it say it's activated when it hasn't and then insist on trying agaian, and again ....

At the moment I think N360 v6 is a load of ****. Would anyone care to try to convince me otherwise by solving my problem? Any help gratefully received.

Rog.

Welcome Rog,

See if forllowing the instructions to log into your http://www.mynortonaccount.com directly makes a difference. I suspect that there's some leftovers from the previous version that may be confusing the process.

With the new subscription you will need to build a new backup set with all of the details reset. Then you will be able to reach the online storage that is yours.

One ouher route to cleaning everything up would be to use the Norton Remove adn Reinstall Tool found here: http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20110217171332EN

Be sure to run live update and reboot as required to make sure that the new copy is current. Then reboot again and see how it goes.

We'll be here when you need us, til then

Stay well and surf safe

Re: N360 v6 Backup activation problem

furphy99 — Sun, 19 Feb 2012 06:40:58 GMT

Dick,

I am having a similar problem. My 52gb of online storage is no longer available through Norton 360. I go through the reactivate process and it doesnt seem to do anything. I have just completed removing and reinstalling 360 without any change. I am at a loss to work out what to do.

Regards

Brett

Re: N360 v6 Backup activation problem

geokit73 — Sun, 19 Feb 2012 07:35:17 GMT

Dick,

I had exactly the same problem - after I used Norton tool to uninstall and reinstall the product the error doesn't exist in N360 screen but available storage is still zero and no backup can be done -however uploaded file are still there 250 MB out of 2 GB available. If i delete them and do backup again who guarantees it will be succesfull with zero available online storage space?

thanks

Geo

Re: N360 v6 Backup activation problem

stanleyknife — Sun, 19 Feb 2012 10:17:49 GMT

Thanks everyone for taking the time to reply.

Removing and re-installing doesn't sound like a solution although I can see I'll have to try it to prove it doesn't work.

I've tried everything I can think of at the Norton Account end and nothing seems to make any difference.

As for deleting the backup sets, it doesn't make any difference. In the Where (online) tab, the Secure Online Storage has 'Click here to activate your Secure Online Storage' in red underneath. It's simply not available no matter what I try.

I think I'll just have to give up on Backup (and move to Kaspersky in 11.5 months).

Rog.

Re: N360 v6 Backup activation problem

dickevans — Tue, 21 Feb 2012 02:33:25 GMT

stanleyknife wrote:
Thanks everyone for taking the time to reply.

Removing and re-installing doesn't sound like a solution although I can see I'll have to try it to prove it doesn't work.

I've tried everything I can think of at the Norton Account end and nothing seems to make any difference.
:smileywink:
As for deleting the backup sets, it doesn't make any difference. In the Where (online) tab, the Secure Online Storage has 'Click here to activate your Secure Online Storage' in red underneath. It's simply not available no matter what I try.

I think I'll just have to give up on Backup (and move to Kaspersky in 11.5 months).

Rog.

Hi Rog,

Before you leave us have you contacted customer support here: http://www.norton.com/chat to see if they can assist?

If you do feel it necessary to change products be sure to download and use the Norton Removal Tool before you attempt to install the security product of another vendor. Security products down't play well together.

Hope to see you around the forums for a long time to come

Re: N360 v6 Backup activation problem

stanleyknife — Tue, 21 Feb 2012 09:32:21 GMT

Dick,

Thanks for replying. I'll be around for 11.5 months yet as I've paid good money for the product.

The other features work anyway. I was hoping that Norton people would look at the forum and proactively do something like look at my account but nothing so far. Chat will turn into a long drawn out and ultimately fruitless session I suspect. Maybe I can e-mail someone directly with the symptoms.

It seems like others are having similar problems so there might still be hope!

Regards,

Rog.

Re: N360 v6 Backup activation problem

rick_s — Tue, 21 Feb 2012 10:26:28 GMT

i am having this exact same problem!:-( i've even tried the things you did. no luck either

Re: N360 v6 Backup activation problem

geokit73 — Tue, 21 Feb 2012 15:30:37 GMT

Dick,

I have uninstalled and installed 360 twice but nothing changed-any suggestions? it seems this is an issue for a lot of people..

Re: N360 v6 Backup activation problem

rick_s — Tue, 21 Feb 2012 16:33:20 GMT

so I've tried the "fix now" button again this morning. and now, after the "gathering data" part, the message now says "We are not able to proceed with Norton account at this time. Please try again later." I guess the problem is on their side and not our machines?

Re: N360 v6 Backup activation problem

trickeyja — Wed, 22 Feb 2012 10:52:04 GMT

I'm having the same problem too...is someone from customer support able to explain what to do? I wish I hadn't changed to v6.

Re: N360 v6 Backup activation problem

stanleyknife — Wed, 22 Feb 2012 11:46:39 GMT

Fellow sufferers,

Amazing how many of us have the same problem. I think we can conclude it's nothing to do with our setups and the problem lies with N360 v6.

I assume Norton people monitor this forum so hang in there and a fix will appear soon!!

Rog.

Re: N360 v6 Backup activation problem

rlcetc — Wed, 22 Feb 2012 14:03:28 GMT

Greetings All, you can add me to the list as having the same issues. You can add to that I'm also getting a message that I need to verify my email address on the Order History Page. I am getting emails for some things but not for verification of the on line backup space purchased. The only verification I have is on the website itself saying it was purchased but it does not show up on my end. Still showing 0.0 space available. It's very frustrating when a company as large as this comes up with a new product that "they" say is ready and to have issues like this. It's very inconvenient to the consumer and those of us that are experiencing these issues should be compensated for our troubles.

Re: N360 v6 Backup activation problem

Tony_Weiss — Wed, 22 Feb 2012 14:23:37 GMT

I'm sorry for the backup issues you're seeing. Our team is looking into this problem, but we need some help. I've sent you all a Private Message (the yellow envelope in the upper right-hand corner of the forums) with information on gathering and sending logs to us. If you're able to generate and send the logs, this would be a big help.

Also, if you have any more details about how you updated to v6 and your system info (Operating System, service pack, etc), that too would help. Thanks.

Re: N360 v6 Backup activation problem

stanleyknife — Wed, 22 Feb 2012 14:30:43 GMT

rlcetc,

Well said! It looks like there's now some movement from Norton and I'll see if I can find some (more) time to help them fix their problem.

You're right about some form of recompense - an extension in the subscription would be easy and fair.

Rog.

Re: N360 v6 Backup activation problem

jim123 — Wed, 22 Feb 2012 16:25:28 GMT

I have another post on the board about backup failure. Mine is from a fresh install of norton 360,none previous. Not an upgrade problem but an inheriant problem. edit Windows did an update and then my problem started . Maybe thats true for others?

Re: N360 v6 Backup activation problem

rlcetc — Wed, 22 Feb 2012 22:51:24 GMT

Thanks Rog,

I tried collecting the information (logs) that they asked for but when I tried to send it to them using the username and password they gave me I received this message:

Invalid User ID and/or Password

Some browsers attempt to store pages into cache (memory) which may cause you some difficulty logging into the site. If you are certain you are logging in properly with the correct username and password, try closing your browser and launching it again before attempting another login.

Click here to go back

I guess I'll have to let them remote in and figure it out. All this extra time should be worth something.

RLC

Re: N360 v6 Backup activation problem

rlcetc — Thu, 23 Feb 2012 01:11:25 GMT

Rog,

The remote did not work either. They could not get their Support-LogMeIn Rescue to work so they wanted me to go through the uninstall and reinstall again. I just had them refund me for my subscription renewal and will find another worthy product to house on my PC. Good luck to you all.

Re: N360 v6 Backup activation problem

sarkiemarkie67 — Fri, 24 Feb 2012 09:44:48 GMT

Hi all,
I had exactly same issue with backup not working on 360 v6, norton account not authorising or just looping constantly back to fix issue. Spent 2-3 hours last night on chat live facility - eventually all fixed and working! First operator took control of my laptop via remote fix & uninstall / reinstalled to no avail, escalated up to a team leader who tried same, then had to delete Norton in safe mode, made some registry adjustments, downloaded a Microsoft fix of some kind (other users have said like me a windows update recently done) and eventually reinstalled & all working. Sorry this isn't a full self fix guide but hopefully a light at the end of the tunnel.....Good luck!

Re: N360 v6 Backup activation problem

rick_s — Fri, 24 Feb 2012 17:40:41 GMT

if anyone is still having this issue, i would suggest a "live chat/remote session". process took about 45 minutes. basically an uninistall/removal tool/manual deleting of some stuff". then reinstall. i couldn't see which files were deleted (too fast) but the whole process was quick and painless. all it working perfect again!