08-20-2012 07:55 PM
Recently, when I sign into Norton Online backup, I don't see my computers. Sometimes I see a log for the computer I am on showing backups, but I have no way to access. Other times I see the screen that says add a computer. Storage used is what I would expect for my backups though. What is going on here? How do I fix this? I cannot access anything.
Solved! Go to Solution.
08-21-2012 05:50 AM
I can now say that the backups appear to be working, but since I can't see my computers in the client I have no way to access them!!
When I log in from one of my two computers it shows me the log screen (it goes directly to that screen). A backup ran last night. I was able to run a manual backup by right clicking on the system tray icon (but once I do that the right-click menu will no longer appear until I do a full restart). The storage used is right for two machines so I suspect the other machine backup ran (but I can't see that log since I do not have direct access to that machine).
Help! How can I fix this?
Backups ran fine for perhaps ten days, then this problem. Fairly large automatic windows security update on computer withing last few days.
08-21-2012 12:45 PM
update: went through a chart support session - nothing solved, much destroyed.
First level - told me to add my computer again. I said won't that wipe out my existing backups? He says no, take control of my machine. Proceeds to add my computer. Adds my computer, but it doesn't reassociate itself with my data on the server. He then deletes the computer, thereby purging, and completely eliminating my back-ups. All the time he said it would never happen. Fortunately, I had him work on my test computer and not my main one.
I asked him to elevate to second level - he did. Second level messes around, can't figure anything out, and then uploads a whole bunch of info back to symantec. Says I will hear back in 5-7 days!!! Wow! What if I need the data in that window. I told him, I think the issue here is that my account has lost its link to the data on the server, can't we just reassociate. Nope - only engineering has access to that.
Meanwhile, my data is actually backing up. The servers are calling my computer - I just cant't get at it!!
Dear Norton: Some illumination - We buy online backup for a system that can immediately give us a backup when required - not 5-7 days later, if then. Anything less than 100% reliability is pretty much worthless in this business. We also expect that your technical support would know when it is destroying data
You would think it would be trivial to fix this problem, but noo...........
08-24-2012 09:06 AM - edited 08-24-2012 09:14 AM
Please send me the following and I'll take a look at your account to see what is going on. It wouldn't be able to still backup if the Computers were removed or not visible. Don't interact with Tier 1 any longer going forward. If it comes to it I'll arrange a call with my team.
For future reference if you remove a Computer it will always purge the data associated to that set immediately. There is no re-attaching it. If you remove the software, without removing the Computer via the web, it will break the link to the online set. You can access the data but no longer backup to it without adding a new Computer.
08-28-2012 09:39 PM
Update: Have uninstalled applications from the control panel on both computers now. Have reinstalled and redone backups. Now have two computers in my list. Still two major problems:
Minor: More storage space being used than indicated by backups - old lost backups certainly
Major: I cannot actually restore anything - I get restore fail (W403) in the log no matter what I do (either machine)
Help: Can someone make this product work?
Increasingly frustrated and ready to bail.
08-28-2012 10:07 PM
Finally got one computer to take (a seven file test restore).
But trying to restore files files from computer 2 to computer 1 just hangs at "server preparing restore". Come on, its about 10 files, with basically no versions. Why can't this thing work?
08-29-2012 07:20 AM
Now can't restore again.
One computer claims to be offline - it isn't
This program is useless!
What is the request procedure for getting my money back? I have had this thing for less than a month. Has never worked right
08-30-2012 11:37 AM
The server preparing restore is not an error. Please read the sticky note on the main forum page about how restore works for a detailed explanation. In short the files aren't sitting in the clear so it has to rebuild them from the incremental history and encryption.
Also I have an agent scheduled to give you a call to walk through everything. Expect that call shortly.
08-30-2012 03:02 PM
Thanks for your response. I got a call from Chris. I was able to show him a multitude of W403, W404, and A4113 errors while attempting a restore. I even sent him various screen shots with observations. All of these failures happened in the last 3 hours or so (some while on the phone with him).
So unfortunately, over a week later, I am still not reliably able to restore my files. Maybe 1 out of 10 tries work. I am aware of what is normal and how it is supposed to work. Unfortunately, it just doesn't work for me.
I will continue to work with Chris to try to resolve the problem (for the sake of other customers), but I will likely be moving on to a competitors product.
I'll ask again, what is the procedure for arranging a refund?