• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Backup can not be found on Norton Security with Backup

I have installed, removed, and reinstalled Norton Security with Backup.  The Backup utility initially appears in the program, but then disappears.  Any ideas on what might be causing this and what a solution might be?

Labels: Backup

Replies

Kudos0

Re: Backup can not be found on Norton Security with Backup

 ~ backup is rooted to admin user account....maybe you're in standard user when backup goes mia.

Kudos0

Re: Backup can not be found on Norton Security with Backup

Interesting comment.  FWIW on this end, I am having the same problem on both my Dell PC and on my Dell Laptop.  I am the administrator on both but I will check this out a bit.

Kudos0

Re: Backup can not be found on Norton Security with Backup

Okay, just a wild shot in the dark...read user report wondering why no backup in standard user....
Stay tuned for peer in the know re backup.

Kudos0

Re: Backup can not be found on Norton Security with Backup

Hi djo.

I have not heard of this before and would be surprised if it were an admin issue as you describe it.

When you say that backup disappears, can you be a bit more specific.  Does the box in the initial NSBU splash screen disappear or is it greyed out or what exactly?

It might also help if you could tell us what operating system you are using and what version of NSBU.

Have you previously run a successful backup?

I look forward to hearing back from you.

Mike
Kudos0

Re: Backup can not be found on Norton Security with Backup

Thanks for the reply, Mike.

I am running Windows 7 Home Premium 6-bit operating system.  The box in the initial NSBU splash screen actually disappears, as does any listing of Backup on the Settings page.  Before purchasing NSBU, I was running Norton Ghost.  When I first launched NSBU (initially and after a full delete of Norton products followed by a reinstall of NSBU), the backup box was present, as was a listing on the settings page.  I actually began a backup, but part way through, it disappeared, as did any indication the Backup was ever present.  Very strange indeed.  The first level of online Norton Support was unable to find a solution, even after deleting all of Norton and reinstalling NSBU on my computer several times.  They have upgraded the case, but have yet to get back to me (a chat with Tech yesterday said they are working on it).  The NSBU version is 22.5.0.124
 

Kudos1 Stats

Re: Backup can not be found on Norton Security with Backup

Sounds very odd djo.  

I was thinking of advising you to try uninstalling and reinstalling but as it it happening on both your machines it sounds more like a license issue.  When you open the product click on the "? Help" button at the top right and then on the "about" at the bottom of the list.  What does it say the product is?  Does it think it is Norton Security or Norton Security with Backup?

While I wait for your response it occurs to me that you seem to be running an old version (I am running 22.5.2.15) why not try running live update or again go to the "?Help" button and do a "New Version Check"?

Mike
Kudos0

Re: Backup can not be found on Norton Security with Backup

Mike, it says that I am running Norton Security with Backup.  As to the version, I ran live update again and its says I am updated.  I also went to the Update Me Now feature in Norton and it says I am using the latest version of Norton.  So I am a bit mystified about the different between my version and yours.
 

Kudos0

Re: Backup can not be found on Norton Security with Backup

Hi djo.

In these circumstances I suggest that you should try and contact a Norton staff member directly via their free 24 hrs live Chat link.  Follow that link and give the person you contact the details and see if they can check out what is going on.

Tell them that your version of NSBU seems to be out of date but that the system does not recognise the fact and that your Backup box is getting dimmed out and is not functional.  Keep a record of the incident number in case you need to refer back to it but do not post that number here as it breaches the Forum rules (being private and specific to you).

Whatever happens do keep us informed as I and I am sure others would be fascinated to know what is going on.

Good luck.

Mike
Kudos0

Re: Backup can not be found on Norton Security with Backup

It does sound like a possible licensing issue.  Did you activate the program with the product key that came with the program?

Kudos0

Re: Backup can not be found on Norton Security with Backup

Thanks for all of your good comments and ideas.  I have had numerous conversations with Norton via their Live Chat feature.  My version was purchased through Staples, and activated with a product key that was sent from Norton following my purchase (although I will double check that also).  The Norton folks seemed interested in the Staples connection.  After taking over my computer, the good folks at Norton downloaded a version directly from Norton.  Same problem.  That is when they decided to "escalate" the process.  When I hear from them again, I will explore this licensing issue a bit further.  Intuitively, that seems to be a good place to continue the digging on this one. 

Kudos2 Stats

Re: Backup can not be found on Norton Security with Backup

Hi @djo,

I've sent you a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Backup can not be found on Norton Security with Backup

The problem is solved.  What did I do?  I was away from my computer for about 12 days.  When I returned, the Backup feature on Norton Security was visible, as was the most recent Norton Security with Backup update. Ran my first full backup last night with no problems. I am not sure what happened, as the Norton escalation team had not contacted me.  They must have done something.  If so, for that I am thankful.  Ran my first full backup last night with no problems.  Thanks to all of you for your suggestions.

Kudos1 Stats

Re: Backup can not be found on Norton Security with Backup

Glad the problem is resolved.  You say the escalation team did not contact your, did Mohan_G's PM help?

Mike
Kudos0

Re: Backup can not be found on Norton Security with Backup

To Andmike and Mohan_G:  As I mentioned, I was away for several days and was going  to send additional information to Mohan_G when I returned.  But as I mentioned above, the problem was solved and there was no need for further action on my part.  Nonetheless, I appreciated his offer to help. 
 

Kudos0

Re: Backup can not be found on Norton Security with Backup

Thanks for the clarification djo.

Good luck for the future.

Mike

This thread is closed from further comment. Please visit the forum to start a new thread.