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Kudos0

Norton 360 22.9.0.71 wiped out ALL BU sets

Norton 360 22.9.0.71 just wiped out ALL my BU sets.  I've prev spent mega hours setting up files/folders for BU's over the past 3 years, now I have to start over?  All BU files are still there, but BU sets are empty, just says "default set"!  Maybe can get back with System Restore, but assume would just get wiped again at the next Live Update back to 229071.  The previous version per System Restore was 22.8.1.14.  To my knowledge, an automatic update (to 22.9.0.71) should NOT delete existing BU sets, prior version updates never did.  A recent version (22.9.0.68) was pulled back by Norton, maybe this one s/b also.

Spent almost 4 hours on the phone with "support" (Philippines, then "level 2", India) with no result. Requested upgrade to a USA agent.  Maybe I get a call back in 2 days.

Since when does an unannounced/non-refusable "upgrade" result in BU set wipe out?  All my logons/settings etc are all unaffected.  Need a way to restore BU sets that is permanent!  Thanks.

jac/Win7-64

(revised from original 11 am post in general 360 forum)

Replies

Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

HI jaco1252,

I'm sorry to hear of the trouble you are having.  Would you be kind enough to clarify a few items for me?

  • You mentioned "..wiped out ALL my BU sets"  How many individual sets did you have?
  • What is your backup destination - external hard drive or Norton Secure Online Storage?
  • I don't think this would have anything to do with the problem but you are running Norton 360 and not Norton Security Premium or Norton Security with Backup. Is that correct?

I know it is tempting to try a System Restore, but any system restoration which goes back more than 24 hours or so seems to play havoc with the Norton Security products and I think that would only be adding to the problem.

Let me know the answers to the above when convenient. 

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Thanks.  See my 3/7 email reply to email version of above.

jaco

Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Unfortunately I have no idea what you are referring to.  I see that you have 3 forum posts; 2 from 3/5 and this most recent one from today.

If you made a reply by email, no one would see it as the email address for the community notifications is "noreply[at]nortoncommunity".

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Thanks for the reply.

To answer your questions:

There were 4 backup sets, 2 on a flash drive and 2 online (one of which actually is still there, a static, one time only software backup).

Yes I am running Norton 360, just renewed on 2/18/17.

I did try 2 system restores, both failed due to file problems unrelated to Norton.

FYI - in a support call to Norton yesterday (lasting 3+ hours), I did (reluctantly) give control of my machine to two different support operatives, one in the Philippines, the other in India.  G only knows what these guys may have done, but all their efforts were unsuccessful.

To review:

"Security History-Backup" shows the last successful backup (To H:\) was 3/2/17 and Online on 3/1/17.  All BU attempts after this date failed or were canceled.

"Norton Backup Drive" (in Explorer) - files are intact as of those dates.

Norton software (backup sets) - 3 of 4 Backup Sets are gone, replaced by "Default Set" (which is empty).

I even tried re-entering (exactly) the BU set name for the H:\ backup hoping the files to be included might re-appear.  No such luck, and it did NOT say "duplicate name" (same name exists in Explorer).

I'm pretty much resigned to try and manually re-create all the backup files/folders for flash drive H:\ and the Online sets.  I just don't want all that time wasted if the sets are wiped out again with the next Live Update version change.  I strongly feel the Norton version "upgrade" 22.9.0.71 was responsible for wiping out 3 of my 4 BU sets.  The Einstein in India was trying to tell me that it's normal that the BU sets would be wiped by a version upgrade.  I know that is NOT true as in the past numerous upgrades never wiped out backup sets, identity safe logons, settings, or anything.

BTW, I did request a call back from a USA Norton support agent from the India guy on 3/5.  No call or email as of today.

Any input (or fixes) you may have would be appreciated.

Thanks,

jaco

Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Hi jaco,

I have been doing some research on this and unfortunately, I have come up empty-handed. I would have also attempted to enter the exact back up name in hopes I could access the files.  Are you able to determine from the size of your online storage if both sets are still there or does the storage size reflect just the one static set?  I assume you are checking your online storage through your Norton Online Backup portal, correct?

"The Einstein in India was trying to tell me that it's normal that the BU sets would be wiped by a version upgrade.  I know that is NOT true ..."  Agreed. I have never lost any.

FWIW, I feel for your situation having to recreate the backups again, but I do not have any other suggestions at the moment.  If you get help from customer support, please let us know about it.

Thanks and good luck.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Dr Phil,

Thanks for taking the time to check on this mess.  I just got off a 4 hour phone call/remote PC access with "H.Roy" in New Delhi (where else).  He spent much of that time testing then uninstalling/reinstalling N360/229071....and....after all that, there was NO change after re-install - the backup set name along with file/folder instructions just disappeared after one backup.  He has now "elevated" the problem to Level 3 (engineering) and will call back in 2 days.  I told him to try installing 22.8 to test if it's a version issue, he claims he has no way to do that.  My opinion is there's a big problem with 22.9.0.71.

Unfortunately, I just renewed N360 a couple of weeks ago (I did so just to keep the 50 gig online BU).  If I had known about this, I would have gone with Norton Security Premium which supposedly has all the same features.  My opinion (again)...dump N360 if you can since it was discontinued 2 years ago and isn't a high priority to keep fine tuned.

I will try and update the forum if I get a solution.  I don't know how anyone can block a Live Update version upgrade, but I would say watch out if you use the N360 backup feature and are on 22.9.0.71.

Regards, jaco

FYI - as far as I know, none of the actual previously backed files were ever effected, either flash drive or Online files.

Kudos1 Stats

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Hi @jaco1252,

Sorry for the inconvenience caused.

Our engineers have identified the root cause of this issue and are working on a fix.

Please do not create a new backup set until further notice. I'll update this thread when I have more information

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Hi @jaco1252,

We have released a HOTFIX to fix this backup set issue.

Could you please run LiveUpdate until all the updates are installed and then try to re-configure your backup set now?

Please let me know if this resolves the issue.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton 360 22.9.0.71 wiped out ALL BU sets

Mohan,

1. I ran LiveUpdate, then ran 2 test backups.  These BU sets seemed to stay in backup sets so I am currently running a full BU replacement of data files to the H;\ flashdrive (~38 GB).  (NB: I previously deleted all junk, tests etc from H:\ and the Norton backup drive.)

2. Related problem: my Online backups (which still are using 44GB of my allotted 50GB) are still out there on your server, but I cannot add to or append them through the Norton BU software since those backup sets disappeared along with everything else.  Since you don't allow user access to delete Online BU's and I have no way to access these files, I am requesting that all online BU's be purged so I can regain my 50 GB online allowance and re-do all these from scratch also.

3. You may have noticed, there was another posting yesterday (3/16) from Roderick, with the exact same problem.  At least he has the benefit of 12 days of research/testing and can pop right into the "Hotfix".  FYI, including BU recreation, I'm out at least 27 hours of time on this little glitch.

Please advise re: Online file purge or alternative.

Thanks, jaco

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