Norton Online Backup

[xtrakool1]

Hi Everyone,

Everytime I try to do a back up the same thing comes up: make sure of your destination drive and device is connected! This hasn't happened in the past. It's started this week.

Can I get a little advice about what to do??

Thanks,

DD:-)

[wwelty]

Hello DD,

Can you please answer the following:

• Are you using Norton 360 or NOBU? I'd suspect it's Norton 360.
• Are you backing up to online storage or have it set to backup to local media?
• Was the backup working prior and this issue just surfaced?

[xtrakool1]

Thank you Wesley for your help. I couldn't find your answer to my original post for a few days which is why I haven't responded.

I'll try my best to answer your questions:

1. I'm not sure what NOBU is but the program I have is Norton 360. I'm assuming NOBU means Norton Online Back Up, yet backing up is the problem I'm having. 

2. I went to backup details and it tells me this: 

You are set up to store backup files online

Available space: 37.0 MB

Total space: 2.0 GB

I wouldn't know how to change it if I need to.

3. Yes everytime Norton told me to do something, I followed the advice and never had a problem that they couldn't fix until now

Sorry my vague answers. I'd appreciate patience with dealing with a very non-techie! lol

Thanks again and hope to hear back from you soon(and when I can find your reply!)

DD

[wwelty]

Hi DD

Thank you for the details. Based on what you provided there is definitely a space issue. Open Norton 360, go to Backup and select Manage Backup Sets. One of your options is to change where it is backing up: online versus local media. What is selected?

[xtrakool1]

Thank you Wesley for your continuing patience. I tried to attach a screen shot but the pic was a jpeg. I clicked the WHERE tab(is that what I should do?) under 'manage backups' but none are selected out of these 4:
secure online storage with 37 MB, 2 GB
C: local fixed disk with 137.3 GB, 222.8 GB
D: HP Recovery, with 1.7 GB, 10 GB
E: CD/DVD drive N/A

[Barry33050]

TIP>>>Don't let them access your computer or un-install anything, 2 1/2 hours w/[removed agent info] (Norton "expert")  and he couldn't get the backup to work. Finally I requested he or somebody call me..No can do. His best suggestion was call the 800 number. Ron then advised he couldn't re-install a program he un-installed. I have had several recommendations to dump Norton and resisted, I am ready now..Recommendation....In the scope of world events this is trivial, and other vendors likely have better customer support so I will move on...Do not rely on Norton!!

[edit: removed agent information from post]

[xtrakool1]

Hello Wesley,

Can you be so kind as to tell me what the next step should be? I realized we got interrupted from the last post on this thread.

DD

[wwelty]

Hi DD

Let's arrange a time that a member of my team can work with you and sort this out. Can you send me a private message containing the following:

• Your name and email address associated to your Norton account
• Phone number
• A couple of suggested times we can reach you.

Yes, we may need a remote connect but you're also not dealing with Tier 1. We can only perform steps that you permit so you have full control of the session. Also we'll ask before we do anything. Based on everything here it should be minimal to get it to work.