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Kudos0

Can't Restore Using Norton 360

I recently installed Norton 360 (v2) on all 3 of my home computers.  I set up Backup to automatically backup data from each of them on a network hard drive (it shows up as z: drive on each machine).  I could verify that the backups were there and could view them from the machine that made the backup (but only the files specific to the given machine) or I could see long indecipherable file names using Explorer.  I have seen comments that 360 backs up files in native, uncompressed Windows format but in my case that is certainly not true.  All's good until the hard drive on a laptop crashed.  I installed a new hard drive, reinstalled Windows & 360 and tried to restore my data, some 20 gigs worth.  No good.  360 will not allow any navigation on the Z:drive to find the files that I want to restore.  Apparently you need to copy come data file file to your backup device and then copy it back to your new hard drive once it's installed or 360 is useless in the case of a hard drive crash.  2 attempts with Support has been of no help whatsoever.  For some reason I'm not willing to pay $70.00 for "premium" support only to tell me I screwed.  I just can't believe that I have my data in a hard drive on my network but all the wisdom of Symantec can't resore it for me?  I'd be happy to restore all of the files on that drive and then maually pick out what I need, but Norton's big brother mentality is that it will run everything for me.  I have lost lots of valuable data that I trusted Norton to secure.  Anybody got any ideas?  This is my second bad experience with Norton this year, unless I can get this figured out, I'm done with them.

Replies

Kudos0

Re: Can't Restore Using Norton 360

I recently installed Norton 360 (v2) on all 3 of my home computers.  I set up Backup to automatically backup data from each of them on a network hard drive (it shows up as z: drive on each machine).  I could verify that the backups were there and could view them from the machine that made the backup (but only the files specific to the given machine) or I could see long indecipherable file names using Explorer.  I have seen comments that 360 backs up files in native, uncompressed Windows format but in my case that is certainly not true.  All's good until the hard drive on a laptop crashed.  I installed a new hard drive, reinstalled Windows & 360 and tried to restore my data, some 20 gigs worth.  No good.  360 will not allow any navigation on the Z:drive to find the files that I want to restore.  Apparently you need to copy come data file file to your backup device and then copy it back to your new hard drive once it's installed or 360 is useless in the case of a hard drive crash.  2 attempts with Support has been of no help whatsoever.  For some reason I'm not willing to pay $70.00 for "premium" support only to tell me I screwed.  I just can't believe that I have my data in a hard drive on my network but all the wisdom of Symantec can't resore it for me?  I'd be happy to restore all of the files on that drive and then maually pick out what I need, but Norton's big brother mentality is that it will run everything for me.  I have lost lots of valuable data that I trusted Norton to secure.  Anybody got any ideas?  This is my second bad experience with Norton this year, unless I can get this figured out, I'm done with them.
Kudos0

Re: Can't Restore Using Norton 360

Hi,

I'm one of the engineers on the N360 backup component and I'd love to help you figure out the issue that you're experiencing.  First, to clarify the functionality in N360 v1.0 files were stored in a uncompressed, native form.  However, this has some flaws since files on a network drive or removable hard drive that belong to an administrator are now accessible by anyone who either has access to the network share or steals the drive.  Norton 360 v2.0 stores the data differently for this, and other technical reasons.

On to the issue you're experiencing.  It should be possible for you to restore the files from your network drive now that you have N360 re-installed on the machine.  Did you re-map the network drive?  If you did then you should be able to go into the N360 Restore UI and select "change" to change where you restore from and then selecting your mapped drive again. 

If you did re-map the drive and it doesn't show up as a possible restore location it would be great if you could answer a couple of questions so that I can run some tests over here and try to diagnose the issue:

- did you re-map the network drive as Z:\  again, or is it now a different drive?

- when you mapped the drive and you browse to it with explorer is there a folder named N360_BACKUP at the root of the network drive?  That folder must be present at the root of the drive in order for N360 to detect that there is a backup there.

I hope this helps.

Regards,

Adam 

Kudos0

Re: Can't Restore Using Norton 360

Adam-

Thanks in advance for your interest.  To answer your questions: yes I re-mapped the network drive as z:.  Yes There is a folder z:\N360_Backup.  In that folder there are 4 other folders with names like:

z:\N360_BACKUP\{A5CCFDB4-5F16-40C5-9E45-AECD51BAC56F} and each folder contains a bunch of files with names that look more or less like the folder name.

When I go into setup and try to choose backup destination I get 4 choices: secure online storage; c:drive; z:drive and e:(CD) drive).  It does not allow any further drill down.

When I go into tasks and select restore and then restore from: I can choose the z:\drive, but no files are available for restore.  If I click on the z: drive or "Change" In the "Restore Now" window I get a window that says "Restore From" with "Where do you want to restore the files from" and the word "source".  The window is blank inside and clicking "refresh" causes it to wait a while but it is still blank.  It just seems as though this is where I should be able to select the backup set I wish to restore from but I can't do that.  On another point, if I want to restore from something other than the most recent backup I would think this is where I would select it.

Is all this clear?  Please let me know if you have any more questions

TIA

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