Norton 360

[avgrafyx]

Hi,

I'm sure these issues have come up before, but not for me -  until now.

Windows XP crashed and couldn't be restored, so I had to do a from-the-ground-up install of the system and software on a new hard disk.

I have two problems:

1. Is it possible to retrieve the (very many) Identity Safe logins from my old Hard Disk via USB, and if so, how? Since that old disk contains the broken version of Windows, I can't run it any other way.

2. I have successfully reinstalled and reactivated 360 v 5, but I also have Norton Untilities, which I think was included with my Norton 360 renewal last time. But I don't recall how the activation code was communicated to me, so I don't know where to find it, and my account page shows no activation code for Utilities - how can I proceed with reactivation?

All advice very gratefully received!

Thanks!

[huwyngr Norton Fighter]

Hang on for some help on the recovery of ID files.

Meanwhile can you confirm that the crashed system used N 360 V5 which you say is now installed on the restored computer.

Since you have removed the old drive you can connect it to the OK PC using an adapater like the following (one of many but this is the one I have and value for just such emergencies:

http://www.byteccusa.com/product/adapter/BT-300/BT-300.htm 

I got mine from NewEgg some years ago. It includes a powerbrick which you need for desktop drives that require 12 v and it deals with IDE and SATA drives. It all looks a bit of a lashup but it works fine.

I'm assuming the crash was not due to an infection so that the old hard drive might be infected?

[avgrafyx]

Hi

Thank you, Hugh.

Yes - the original system had 360 v 5, and that's what I've installed again (from my saved original download) and reactivated on the new hard disk.

I have a USB SATA caddy, so I can already see all my files are intact on the old drive, The problem is that I just don't know how to retrieve log-ins from Identity Safe if Identity Safe is not running on the drive containing them. I don't think I have a separate backup of the log-ins, (although I have always used the regular 360 backup schedule facilities to backup another HD. Not sure if 360 automatically backs up Identity Safe data? If so, maybe I can access the logins from that?) I also have a full system backup (using a different backup program) on the other HD.

You're probably wondering why I didn't just restore my system from the backup. Well, although my XP operating system was working (after a fashion) it was already a bit flaky when all of those backups were made, So I didn't really want to restore from those backups and put that partially flaky system back on the drive - and I decided to 'bite the bullet' and re-install from scratch.

I don't think the original problem was an infection, although I can't be 100% sure. I reinstalled 360 and updated it before connecting the old drive and scanning it, and nothing showed up. I think the original problem may have been caused by my KVM going faulty - first symptoms were a delayed response to keyboard inputs and a sticky mouse movement - similar to when a CPU is heavily loaded and the mouse cursor movement gets jerky - except there was no overload of the CPU or memory. It got steadily worse over twenty minutes or so, but seemed to improve briefly after a reboot .  But it eventually quit accepting mouse and keyboard input altogether. A couple of resets later, the machine wouldn't reboot, and reported Config / System damage, and recommending I repaired Windows using the original XP CD. I booted from the CD, but the system reported it could not repair the problem - (i've forgotten the exact wording, but it mentioned something about a 'Bad Collector Pool' or some similar phrase). It wouldn't even start in Safe Mode.

Even with the new (definitely clean) drive installed, there was no response to the mouse and keyboard until I plugged them direct into the PC (ie not via the KVM), that's what makes me think this damage was due to a hardware problem initially.

[huwyngr Norton Fighter]

Glad you have one of those adapters -- life-savers.

You'll have to hang on for help on the ID data since I think it can be done but I don't use it so I've never played with it.

I'll ask my colleagues to jump in.

[avgrafyx]

Thanks.

That blue-screen problem I mentioned was 'Bad Pool Caller' - I checked on the net and it's a known problem which is caused by Acronis-based disk management software, not quite sure how it came to operate in my particular case, but it has to do with restoring backups, so it's not surprising - I think maybe I asked the system to restore to the last known good configuration.

[DaveH · Accepted solution]

See if this helps.

http://community.norton.com/t5/Norton-360/Norton-360-Identity-Safe-File/m-p/380534#M40114

In step 2 you will of course be searching the external drive instead of windows.old

Dave

edit- in XP the file path should be

 C:\Documents and Settings\All Users\Application Data\Norton\{real long number}\N360

[huwyngr Norton Fighter]

I did a google earlier on 'Bad Pool Caller' which had come up somewhere here and as you say it is not uncommon.

I use TI myself but haven't run into it -- however some versions do have problems with SATA drives apparently.

You would have TI if you downloaded any of the tools that most drive makers offer for imaging and backing up --it's a branded version of a fairly recent TI but not the latest.

I see you are getting some guidance on locating the ID files......

[avgrafyx]

Thanks - I'll give this a go and see what I can do!

I'll get back to you!

[avgrafyx]

Thanks!

I will let you know how I get on.

[avgrafyx]

Hmmm - I made sure hidden files were displayed but neither my newly reinstalled system drive nor my old hard drive appear to have any file or folder called 'IdentitySafeDataStore' or 'S-1-5-21'. 

On my system drive, looking in the Norton folder inside All Users\Application Data reveals three folders, one of which has a really long numeric name. Inside that, amongst other things, I can see there's N360_5.1.0.29. There are 33 more folders inside that but none called IdentitySafeDataStore or S-1-5-21. Automated search can't find either of these names either.

Am I doing something wrong, I wonder?