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Regular Visitor
SHERBORNES
Posts: 7
Registered: ‎08-28-2011

HOW TO RECOVER BACK-UP FILES

Please excuse an obvious question but the Norton Q&A  virtual help sends me round in circles.  I had an old computer with Norton 360 installed and (hopefully) all my important files backed-up.  This computer crashed.  I have now bought a new computer and loaded Norton 360 OK.  Now how can I download my back-up files please?

 

Thanks

 

Dave

 

Symantec Employee
Kavitha
Posts: 335
Registered: ‎03-31-2009

Re: HOW TO RECOVER BACK-UP FILES

Hi SHERBORNES

 

To which destination did you backed up your files? Is it to any local drive or to the Online storage?

 

Thanks

Kavitha

Regular Visitor
SHERBORNES
Posts: 7
Registered: ‎08-28-2011

Re: HOW TO RECOVER BACK-UP FILES

I stored my back-up on the on-line storage.

Visitor
wmurray300
Posts: 5
Registered: ‎08-29-2011

Re: HOW TO RECOVER BACK-UP FILES

I replaced the hard drive and I restored the files to the new hard drive. I cant find the restored files in any of the folders.

Symantec Employee
Kavitha
Posts: 335
Registered: ‎03-31-2009

Re: HOW TO RECOVER BACK-UP FILES

Hi SHERBORNES

 

Please connect to Norton Account from this page :  Main UI -> Back up -> Manage Backup sets -> Where -> Choose Secure Online Storage and Click on the link present below to activate Online Storage.

Once you do this and visit the Restore page, Clicking on View All from the Restore Page -> Restore source tab should list all the Online back up sets.

 

Also you can restore from the Norton Online Backup site http://n360.backup.com. Use your Norton Account credentials to login to this site

 

Thanks

Kavitha

Regular Visitor
SHERBORNES
Posts: 7
Registered: ‎08-28-2011

Re: HOW TO RECOVER BACK-UP FILES

Dear Kavitha,

 

I followed the links from n360.backup.com and found several sets of files which I did not understand.  One was from the temporary netbook account I had, but I could not find any files in any of the other sets.  I am certain that they were backed up from my old Dell PC until the middle of August.  I do note that the product key for my new computer is different from that for my old computer, does this make a difference?  (New PK starts with TDV7Q and old product serial number starts with VJ8BK.)

 

Where are my old back up files stored please?

 

Cheers

 

Dave Sherborne

Symantec Employee
wwelty
Posts: 952
Registered: ‎06-23-2008

Re: HOW TO RECOVER BACK-UP FILES

Hello Dave,

 

Yes, it may. Are they both tied to the same Norton account? Any specific reason why you're using a new product key instead of the original one?

Wesley Welty
Technical Support Manager
www.symantec.com
Regular Visitor
SHERBORNES
Posts: 7
Registered: ‎08-28-2011

Re: HOW TO RECOVER BACK-UP FILES

I did not CHOOSE to use a new product key; it was given to me by Norton when I asked to download the copy of Norton 360 again.  I was not asked if I already had a product key. (Neither was I asked for another subscription!)  I assumed Norton knew what it was doing!!

 

However if you know what my previous key was and what my new one is, cannot you arrange for the previous back-up to be made available to the "new" account".

 

If this is not possible PLEASE tell me how to access my back-up files

Thank you,

 

Dave

 

 

PS

 

I am getting VERY fed up with your Word verification system.  It takes me at leat 4 attempts every posting.  Why is it necessary when replying, there is no security issue!!

Symantec Employee
wwelty
Posts: 952
Registered: ‎06-23-2008

Re: HOW TO RECOVER BACK-UP FILES

Hello,

 

No, it isn't as simple as copying over data to a new account. All customer content is compressed and encrypted with a unique identifer. Unless there is something I don''t know there should have been no reason for you to get a new product key unless its a new product version or the online backup portion wasn't created properly. We know the backup was established and working though since you were using it. The existing product key would be found by logging into mynortonaccount.com. It will list all available product keys purchased.

 

It almost sounds like it also required you had to setup a new Norton account as well. The best course of action is we speak with you to get this sorted out. Please send me a private message with your contact details, don't post it publicly, and I'll have an Tier 3 agent reach out to you. Also reference this post so I know what the issue is.

Wesley Welty
Technical Support Manager
www.symantec.com
Regular Visitor
SHERBORNES
Posts: 7
Registered: ‎08-28-2011

Re: HOW TO RECOVER BACK-UP FILES

I agree, but once again I am stumped with Norton's procedures.  What is your user name so that I can send a private message? Your name doesn't work!

 

Simple instructions somewhere would help new users like me!