Norton 360

[randy]

Hi,

I'm using N360 Premium v4 on Win7 Home Premium 64-bit.  I got the message from N360 that my storage was running low so I deleted the extra backup sets through Windows Explorer leaving only my 3 current backup sets.  However, I still have the low storage warning and when I go online to Nobu it shows that I haven't actually deleted the backup sets, yet when I look at my online backup through Windows Explorer the deleted sets are gone.

Does it take a day or two for the web interface to update?  Is there something wrong or is there something else I need to do?

[yogesh_mohan]

Hi Randy,

Deleting the file from the existing backup set in Norton Backup Drive does not delete the file from the original backup. When you delete the file from Norton Backup Drive, Norton 360 does not back up the deleted file the next time you run a backup. If you need to free up the space from the backup destination, you may have to do it via Manage Backups(Delete Previously Backedup Files) in the Norton 360 program interface.

Yogesh

[randy]

Hi Yogesh,

Thanks for answering.  I went to N360 -> Manage Backup Sets -> Where Tab and clicked the link "Delete backed up files..."  The "Select backup set" dialog box only shows the 3 sets I left remaining (totaling approximately 15GB) with all the old sets gone.  If I go to Nobu I still see the old sets.

When I initially deleted the files using Windows Explorer my free storage went from 407MB free to 3GB free.  The website storage amount and the storage amount in N360 are the same (I refresh occasionally as well).  They show 3GB free of 29GB max.

Do you have any other suggestion I might try?

[yogesh_mohan]

Did you try contacting the Technical/Customer Service in Symantec?

If not, try that as they can help you in purging the backup sets from Online Storage:

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

Yogesh

[randy]

Thanks Yogesh,

I reopened my support ticket.  Support has to delete all of my backup sets manually on thier end.

Thanks again for your responses.

Randy

[randy]

Okay I still need help.  I was in contact with support and they couldn't delete the backups so they forwarded my problem to Nobu support and also had me email Nobu support.

This is the email I sent to Nobu:

Nobu Support,

Please delete all backup sets for my account.  I have tried to delete them from Windows Explorer in the Secure Norton Backup Drive and from the product, but it fails to work properly.

Product Name: Norton 360 Premier Edition

• Version: 4.2.0.12
• Serial Number: <my serial number>
  

This is related to the support ticket: Case no:<my case number>

Thank You,

Randy

A couple days later 1 of the 8 backup sets was deleted, but that's it.  Tomorrow will be 10 days since I submitted the ticket.  I have a feeling that the one backup set is all that is going to be deleted.  So I still have 5 orphaned backup sets I can't get deleted.  I have several gigabytes worth of backup space I can't recover and I don't know what to do now.  It is very frustrating.

Should I reopen a support ticket?  I spent a ton of time with support (over 4 sessions with 2 people including the Nobu backup email) talking to people across a language barrier, still using Windows XP (I don't think they're even familiar with Windows 7), and have sent multiple emails.  How do I get this fixed?

[scott_moen]

Randy,

My team handles these requests and I would like to see what has happened. I'll send you a PM requesting some more information but we should be able to handle it immediately once I've got some info from you.

As a general note, deleting all files from a backup set happens as soon as it displays as such in Windows Explorer. The actual backup sets are not deleted in v4 so they will just be empty backup sets. I can quickly tell you what has gone wrong and correct it.

~scott

[randy]

Thank you so very much.  I am reading your PM now.

[scott_moen]

Randy,

Sent you another PM (not sure if you have enabled email alerts for PMs so just wanted to be sure you saw)

[randy]

Scott,

It looks like you have successfully resolved the issue.  I really appreciate your time and effort.

Randy.