08-12-2012 07:35 AM
I have been trying to restore data from Norton Backup to my computer now for over two weeks with no success at all. After receiving a "Restore failed (W12002)" message several times I tried looking it up to see if there was something I needed to do but there is no information for this code.
Then I wrote on here about the problem and last Monday, I get a call from technical support providing me with a link for a form to complete and email to them assuring me that I would get my files. I completed it within minutes of the phone call. On the bottom of the form it says that I would receive a response within 1 business day. I sent it on 8/5/12 and it is now 8/12/12. Still no response and no idea how I am going to receive these files.
I am a photographer and the files contain backup for a hard drive filled with my work. The hardrive failed and I am trying to restore the photos to a new hardrive. It should have been a one day process. There is something wrong with this system.
08-13-2012 10:44 AM
I'm sorry to hear you're having issues with the restore. The error you're referencing is a connection error generated by Windows itself.
12002 ERROR_INTERNET_TIMEOUT The request has timed out.
Those errors can be found here. This is an issue that is likely easily fixed and doesn't need a manual restore.
As for the form that was simply a way to not take the necessary steps to escalate the issue to a higher support tier. They really shouldn't have dropped you onto the form. Also the form being used is out of date and is in process of being updated. If you can send me a private message with the following we can get the status checked out and get assistance with my team:
08-14-2012 12:15 PM
Per the details you've given me in private message I've confirmed there is indeed a connection related error. This is preventing the restore from properly completing. I have asked our internal teams to look at the issue. In the meantime I have your manual restore request processing now. A member of my team will also call to help confirm all of this.