02-18-2010 06:16 PM
Hiya. I am trying to help an elderly friend by long distance phone ( since I talked him into buying and installing Norton 360, I feel obliged!) - He is unable to understand tech support directions; I have to go painfully slow guiding him.... He backed up documents only using N360, then had to do a a full recovery, and now Norton does not recognize and restore the backup. N360 tech support on phone said to perform a single backup and then Norton would recognize and activate. We saved a single document and it was backed up, but it did not activate accewss to the hundreds of saved-online documents. Looking at a Norton Online Backup page, he sees the large original Norton backup and he sees the test backup, but there is no option to restore the large original.I tried to get phone support again but had to wait too long, so I am hoping someone here can offer us some advice. We did look at NMy Computer and clicked 'explore' on the backup sets, but when I try this on my computer he and tries it on his, we jetr get a freeze. Wew both have XP Home sp3, IE8, Norton 360., I really want to help this fellow fi I can. he needs his backup as soon as can be. I will be most grateful to anyone for any help.
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02-18-2010 07:07 PM
Have you reinstalled all of the programs that produced the documents?
02-18-2010 07:21 PM
If I understand your problem, you can access the online backup, see the backup file but not restore the files to the PC. Please log onto the Online Backup service directly at https://nobu.backup.com/session/new . Once online there, click on the N360 link at the bottom of the page. From there you can restore files to your system.
Also (if you can not log onto the above web site) you can navigate to the Norton Backup Drive (in Windows Explorer) and see if there is a file named ARestore.exe; running this file will allow you to restore the files in the associated backup.
02-18-2010 10:11 PM
Thanks very much for responding. After further experimentation, there does seem to be an issue as to where to send his documents back; they are all Wordpad .rtf, about 250 of them. My attempts to guide him the the process failed when we set the restrore to original places, and it failed to restore to a file we created called "backup archival" and the 'browse'
will not navigate to Wordpad; at laest I can't figure out how to do that, but Woredpad in there, it opens. The destination seems to be the problem. - W
02-18-2010 10:15 PM
Thanks for responding. We did try that Norton Online Backup site, but altho it locates the correct set, it gives no options to restore them all, only one at a time, which would take a week! (The link you provided gave me a version of that site in a language I am not familiar with, but when I clicked on something it went to the sign-in where I had been before...) As I said in my other reply-post, setting the correct destination for the .rtf seems to be the problem. Maybe after his Reecovery there are still updates that need doing to make Wordpad work right??
02-19-2010 07:56 AM - edited 02-19-2010 08:02 AM
The destination should be a location (folder) on his hard drive; this is where N360 copied the files from and where it will want to return the files to. Wordpad should be able to open any file with a .rtf extension (rtf means Rich Text Format; this is an open document format first developed by MS to shared simple text documents with a limited amount of formatting included). You should have no problem restoring the files to the exact same location (directory path) that they were originally copied from.
Do not try and open the files with Wordpad to do the restore process; WordPad will not be able to read the files in the BackUp files as they are encrypted for your protection. Norton lets you see the names of the files for your convinience but the actual data is locked away. Start the restore process from N360 and have N360 restore the backup (copy the files to the hard drive) to the original locations they were backuped from (on your friend's hard drive). When that is done, then double click on one of the restored files to see if Wordpad opens the file for reading.
02-19-2010 09:31 AM
Thanks. What you have written is very clear, and understandable, and I do understand. However, the normal method to Restore to original places as you describe failed. I am confused about this: Wordpad readily opens on his computer so it is there and functioning, but the Restore process is unable to restore the files to that folder for some reason. I also tried to change the destination to a new folder on the desktop, that failed too. All the documents he wants are saved in Norton Backup, that is good and reassuring. We just can't seem to restore and access them. I'll be working on this all day in preparation for when he calls long distance in the last afternoon. I want to be prepared to make the most of the costly long disdtance call! -W
02-19-2010 11:56 AM
I see in this Blog a post 1,123 by Volunteer Vineeth regarding 'Artestore' file in Norton 360 Program files. Does anyone have advice about this is a possible solution? - W
02-19-2010 11:59 AM
To answer your question: he has access to Wordpad, it is there and it opens, and we successfully saved a new file in Wordpad and successfully backed it up to Norton, so I would think the answer is that yes, the program we need is there after the recovery. But you might be on to something about Wordpad not being configured the 'same' as before the Recovery. So I will try to see what I can see about that. Thank you. - W
02-19-2010 03:15 PM
Attention all ye merry helpers, this problem is RESOLVED. The difficulty turne dout to be that when my friend completed a Recovery, the recovered computer put WORDPAD in a new place, plus the wrong selection for which files to hide had been auto-checked, so we had difficulty addressing the Norton Restore to a usable address. Now my friend's documents are all safely restored. We set the right Restore address and the documents are recovered. Our sincere thanks to you good folk.