05-04-2012 09:16 PM
I purchased a subscription to Norton Online Backup so that I could be sure my data an photos were protected. Two weeks after doing so, my computer crashed and had to be completely cleared and de-bugged by the Geek Squad. They called me to ask if I wanted them to do a backup before they proceeded and I told them not to because I had the Norton online backup. It would have cost $80 for them to backup everything. I have tried several times to restore my data. I have worked with Norton customer support techs. They have taken remote control of my computer and the restore failed each time. I have tried to access one file at a time and I have no luck. I wish that there was a way that I could just get my data and photos. This is so frustrating. I wish that I would have spent the $80 and let the Geek Squad backup my stuff. At least I would have it. I purchased additional storage space so that I wouldn't lose anything, but now I can't get it. I am very concerned about this.
The restore attempts by the Norton techs and I lasted for hours and hours and it NEVER worked. Isn't an online backup system supposed to protect your data and photos from loss due to computer crashes???????
06-08-2012 06:20 PM
Norton online backup is a scam. It supposedly backs up files but doesn't allow you to restore them. So-called techies from Norton (India) never call back and are completely useless.
06-10-2012 01:19 PM
I agree with the complaints 1) the techs for India only add to my frustration. 2) The restore is painfully slow.
I can get it to work sometimes. I am try to restore about 30 photos at a time. It often gets stuck in "server preparing restore" sometimes it works sometimes not. The last tech spent over an hour and I finally was able to get him to wait until I downloaded less than 30 photos (communication was very difficult). When we finally completed the process it took over an half hour. He said " it took a few minutes." The he said maybe 5 to 10 minutes. Also at one point he had given up on the process and the files I was trying to restore finally appeared even after I hit cancel because it did not seem to working. I have 100s of photos and videos to restore. I have done a fraction of these after 5 days of fooling with it.
06-11-2012 02:16 PM
Can you elaborate as to how it's failing - what specific error messages are you getting?
The below may help all in this thread. The one recurring theme I keep seeing is all are letting the restore start and are then stopping it when there isn't an immediate end result.
The first time you perform a backup a full copy of the files you've selected for backup are transmitted to our data centers. Subsequent backups send only he incremental changes uploaded along with any new files you've added since the last completed backup. Each one of the completed backups is then retained for a 90-day period. Also as part of that backup process the data you're backing up is encrypted and compressed for secure transmission and storage.
When it comes time to restore your data your request is submitted to the servers for processing. That request has to first grab the first part of the file which is retrieved from the first instance that file exists in the backup set. In order to ensure you get the latest copy it will then also have to also get all the incremental parts from all those other backup sets. Once it has all the parts needed to re-construct your files the service will then download, in that same encrypted and compressed packet, place the data on your system and you can then access the content.
The Restore in Progress and Preparing Server message is the restore job doing all the work I've described above. Since it is a resource intensive process its all handed server side. That way all your machine has to really do, besides wait, is download the data and extract it. It can also be a time intensive process depending on how much data it has to process before it can grab the files you've requested. In your case it has around 16GB of data to work through to grab that one small file.
What makes the process longer is every time the restore is cancelled and start another immediately after the servers have to cancel the prior request. Depending on how far along it is in that gathering and building phase it can take some time.
So in short think of this whole process as a giant puzzle. If it doesn't have all the pieces it won't be able to correctly retrieve your information. When its interrupted, pieces missing so to speak, it makes the whole process all the more arduous. If you start the process and leave it to work it will work just fine. The other item to remember is this is a backup product and not a one to one file download service. There will be a sacrifice of speed when you add in the layers of security and ability to access a larger set of older data.
06-20-2012 05:18 AM
Norton never got the data for me. I took their last suggestion and let the program run continuously which is now about 5 days and I'm still showing 1% complete. They can't even seem to make a copy on disk and send to me. I really don't think they know what to do. They should probably stop selling this product. It's a joke.
06-26-2012 02:35 PM
I beg to differ on your comments. We know precisely what to do. As I explained prior.. with the volume of data and history you have the restore needs to re-build the content before it will download to you. It should be ready for download, if not already, shortly. Also you did not take the option of calling my team as suggested so we can assist further if there were questions or other issues.
If you feel the product is not working as expected call my team, as requested prior, and we'll process a refund as well as close the account. We'll also process a manual restore so you have a copy of the content.