Having problem restoring complete computer with Online Backup

randypelt · ‎10-17-2010

Does anyone know who long it should take for the server to prepare the restore for a backup set consisting of about 15,000 files and 11 gigs in space? I'm working with support on trying to restore this - I have been able to restore a single directory of about 20 files - but it took 30 minutes for the server side processing to happen. Based on that, it doesn't seem feasible to do a complete restore - obviously an unacceptable situation. Support said that it is a function of number of files, number of backup sessions AND the internet connection speed. I can understand the number of files and backup sets because of the fact that Norton is supporting up to 90 revisions (I have been using this for about 75 days), but I don't understand how my internet connection speed will affect the server side processing as the server prepares the restore set. To me my internet connection speed would affect the time it takes to download the files from the restore set, once it is completed.

randypelt · ‎10-17-2010

As an update to my previous post, two days after starting the restore, I still see the message "Server Preparing Restore". Do I leave it keep running, assuming that it is actually still doing something? Again, 15,000 files, across 75 days. Is this normal behavior? Anyone have any experience with this? I would appreciate any and all comment - especially from Norton support.

randypelt · ‎10-17-2010

As an update for today, after indicating "Server Processing Restore" for the past 72 hours, the screen is now not showing any computers - only the option to add/remove a computer, along with the normal top navigation option. If I click on "home" the screen refreshes, and I do then see the computers that are backed up as part of my config, and I then see "Server Processing Restore" status message. after about 5 seconds, it goes back to the blank screen with the option to add/remove a computer, along with the normal top navigation option. I'm getting very concerned about the ability to do a complete restore.

randypelt · ‎10-17-2010

Here I am 4 days later, and still not restored. I did have a Norton support tech follow-up with me yesterday and I got him online to desktop. He stopped a couple of services, cleared me temporary files, and restarted the services. He then restarted the restore - indicating that I should fies starting to be downloaded in no more than 10 hours. When I asked about what I should expect for restores, he indicated 100 megs should take about two hours across a 1024K line. I'm concerned because I have over 11 gigs, which according to that math, will take over 200 hours - or more than a week??

In any event, as of this morning, 11 hours after he started the restore, the computer is still indicating "Server Preparing Restore".

Does anyone from either Norton or user community have any experience with restoring more than a 100 megs of data using the Norton Online backup? I'm getting real concerned about having relied on this product for my backups. Any response would be appreciated.

randypelt · ‎10-17-2010

Last night I tried contacting the case manager twice using the email address I was given - I never received the call back to continue working on my problem. After leaving it run with the "server processing restore" message for over 24 hours while truing a full restore , I cancelled that restore, and have started to restore in a piece meal manner.

I was able to restore about 300 megs over night. And now face the long process of restoring all my families pictures in small batches. I am so disappointed in the Norton online back up product. I have not had any credible support and will need to find another solutions. In no way should a product be marketed as a backup solution - if it cannot do complete restores in a timely manner. And for 11 gigs to be estimated to take over 200 hours in unacceptable. Buyer beware.