Norton 360

[jkashwick]

I was having problems with an Old PC which ultimately crashed and I do not plan to have fixed.  Before it crashed, I purchased additional store space to backup my files on Norton 360.  I purchased a new PC which arrived yesterday.  I am now trying to retrieve files.  At first I tried restoring, but I kept getting a message:

Something went wrong

Nobu is sorry something went wrong and will look at it right away.

Click here to go back to the beginning

I am now trying to access and download a couple of files from Norton360.  I can see the files.  I click on them to download and it just hangs with the little circulating arrow.  What am I doing wrong?  Are there settings I need to be aware of on browser to allow downloads from here?  I purchased 50G of space and still have about 10 G left.  Thanks.

John

[scott_moen]

Hi John,

Were your files originally backed up using N360 or NOBU? When you try to restore the N360 files are you using a NOBU agent or did you just try to download the files individually.

With a large backup set like yours there has to be an expectation that it takes a little bit of time to assemble your data. The NOBU/N360 backup product works a little different than some other products specifically that instead of storing your files in their native format the files are broken into chunks and compressed/encrypted in pieces. This is done both as a measure of added security as well as to reduce the size of file transfers (since it means you only upload/download what you need). The drawback is before the file is available it has to be recreated.

If you are receiving an error message then obviously something has gone wrong. I am happy to have a look at your account and help you get the issue resolved. If you'd like, our normal support channels are also able to escalate the issue so you can go that route. If you'd like me to have a look send me either a forum PM or an email and I will get the necessary personal info from you to have a look at your account.

[jkashwick]

I am not sure which.  I had Norton for a while and then I ordered additional storage space when I was starting to have problems with my computer--not sure if that is under 360 or NOBU.  Please have someone look into my account and let me know if you need any additional information.  I am at work now and won't have access to the computer until about 7 PM ET.  Thanks.

John

[scott_moen]

John,

I sent you a PM asking for some personal info so that I can pull your account info. Please have a look and get back to me when you get a chance.

[jkashwick]

I sent you an e-mail with the requested information.  Thanks. 

[jkashwick]

I tried downloading again last night and e-mailed Scott directly and have not heard back from him.  I am getting Error: "8702,536873114.  I see other people have had the same problem.  How do I resolve?

[jkashwick]

While I was never able to download my files, the folks at Norton were very helpful and sent DVDs of all my files, which I was able to easily copy to my new computer and restore all my files.  Scott was particularly helpful in keeping me informed and getting this matter resolved quickly.  I commend his efforts.