Norton 360

[wemitchell1]

I know that with N360 5.1 you have to delete backups from Computer-->other (windows 7).   Once you open up your Norton backup drive you have the option to delete,view or restore backup sets.  I did this.  I deleted all online backup sets.  However, https://nobu.backup.com/ indicates that I have used 9.49 gb out of 9 gb + My N360 says that I have no available online space (even after refreshing repeatedly).

I have initiated two support chat sessions.  During each chat session the Norton tech took over my computer remotely.  Both times the Norton tech was unable to resolve my issue... After each support chat session, the support tech said he would escalate the issue to a supervisor and that I would be called within 24 hrs.  This of course, never happened.  I received no call from a supervisor. I initiated a 3rd support chat to complain about the first two and  express my displeasure that nobody called me back either time. The response was:

"I'm am sorry, I will make sure you receive a call this time.  Is there anything else I can help you with?"

What kind of operation is Norton running here?  Seems like amateur hour to me!

Does anybody else know another way I can get support from Norton regarding deleting online backup sets?

Thanks.

[dickevans Super RootKit Eradicator]

Welcome,

If the server is reporting that you have space and your computer is not I suspect that the computer needs to be updated on the status of your backed up files on the server.

Open 360 > manage backup sets > click on 'where' > click on refresh

Let us know how it goes, we'll leave a light on

[wemitchell1]

Thanks for responding but that is not correct.   Both the server and the client indicate that I have zero space available.  In my original post, I did indicate that I tried to refresh the client several times. (perhaps I didn't state it clearly enough).  The problem is that I can't delete the backup files to free space on either the server or my client.  No matter what I try, it still says I have no space available.  In fact, the server (nobo.backup.com) says that I have exceed my limit by .49 GB.  (the 'available space' indicator at the upper right of the web page says 9.49GB out of 9GB used). 

Also worth mentioning:   on nobo.backup.com, I can see 6 old backups that I no longer want.  However, they are grayed out. I am unable to perform purge operations on them.  If I could somehow find a way to "un-gray" those old backups and purge them maybe my problem would be solved.  Any ideas?

[wemitchell1]

I thought I would attach some pictures  in hopes that it might clarify my issue: 

[wemitchell1]

Second picture...client view:

[Kavitha]

Hello wemitchell1

Can you open this page and tell us what you see here: Main UI Backup pillar -> Manage Backup Sets page -> Where tab -> Select the Destination as Online and Click on 'Delete Back up files' link present at the bottom of the page -> This should list all the Back sets from the Online storage : Do you see the back sets there? If so, choose the files and try deletion from this page

Also try from Norton Drive available under My Computer : This should also list the Online Backup sets. If they are listed traverse to your destined backup set and select the files you want to delete by right click>Delete.

Please try these and let us know if it works

Thanks

Kavitha

[wemitchell1]

Hi Kavitha,

Thanks for the response.  When I goto: Main UI Backup pillar -> Manage Backup Sets page -> Where tab -> Destination: Secure Online storage, there is not an option to "delete backup files."  I can see the link but it is grayed-out (see screenshot in my previous post). 

Yes, I had previously already deleted all backup sets from Norton Drive under my computer (see first post from this thread). 

There is one other thing I that might be worth mentioning.  About a year ago, I had a different laptop and backed up my files to online storage using N360.  That laptop's motherboard went bad and I threw it in the trash.  I then purchased a new laptop and loaded N360 on it (using the same license and product key).  This new laptop is the one I'm currently having trouble with -- I can't back up my files to online storage because it says I have no space. 

The way I see it is that the backups from my original laptop are still out there on nobu.backup.com and taking up all my backup space.  My theory is that I am unable to delete those old backups since they did not originate from my new laptop.  Do you think my theory is correct?  If so, is there some other way to delete those old backups that came from my original laptop?

[wemitchell1]

I still have not resolved this issue.  Can anybody please help?

[dickevans Super RootKit Eradicator]

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wemitchell1 wrote:

I still have not resolved this issue.  Can anybody please help?

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Hi,

Can you access your online backup space? And, have you tried to restore these files? I can see that you have 9GB of space filled and need to empty it in ordere to do new backups. If you can't get to your files maybe we can get one of the 'real' experts to work on the problem and solve it

Let us know how it works out

[wemitchell1]

Dick,

Thanks for responding.  I tried to perform operations on the backups from nobu.backup.com but it does not allow me to view, restore or purge anything.  I've attached a screen shot of what it looks like when I try to restore files.