Other Norton Products

[Hgladwin]

I have found that if you go to “file actions” and request a download of a file (in my case, I tried a number of MS Excel spreadsheets), Norton Online Backup will search for the file and will display a message “Retrieving file, please wait …”. After several minutes of retrieving, it will download the file from the most recent backup. So far, so good.

I modified that file the next day, and NOBU did another backup. The next day, I modified the file again and NOBU did another backup. I then attempted to download that file again from the most recent backup, but instead of NOBU searching the files again for several minutes, it immediately displayed my download result from 2 days earlier.

I subsequently found that if you download a particular file for the first time, it will correctly download it from the most recent backup. However, if you try to download the same file again at any time in the future, it will always display the result of the first download that was done.

A couple of points that I should mention:

• This problem only occurs when using the “download a file” function. It does not seem to happen when using the “restore files” function. Files will always restore from the most recent backup, even if they have been restored before.
• I have 3 home computers set up on my account. If I download a file from one computer and then attempt to download the same file from another computer a couple of days later, it will still display the same file from the first download done on the first computer a couple of days earlier. For this reason, I think that the problem is with Norton Online Backup, not with my system.

Can anyone help me with this please?

[Hgladwin]

If my observations above are correct, there would appear to be a serious flaw in the "download a file" function. A downloaded file could be weeks, or even months out of date unless this issue is resolved.

I'm really hoping that someone from tech support will read this and address the problem.

[wwelty]

Hello

At the moment our engineering team is investigating the issue as you've described. We're close to having results but need to complete further testing first. Rest assured the issue is being researched and a solution is close at hand. As soon as the information becomes available an update will be made to this post.

[Hgladwin]

Wesley, many thanks for following up on this. It is still an ongoing issue from my point of view.

Cheers

Hgladwin

[wwelty]

Hello Hgladwin,

I wanted to check to see if you knew about the ability to restore files to another computer in addition to the download feature. You can restore to any PC that has the client installed and a visible computer in the main screen. Have you tried this method of restoring?

I have some preliminary details from engineering. There may be a possible issue as you have described but whether it's account specific or a wider spread matter is not yet determined. Further testing is going to be required till we have a definitive answer.