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Kudos0

Norton Onlne Backup is no longer working on 2 of my 4 computers.

I've been using NOBU for 2 years & just noticed Norton Onine Backup icon had disappeared from the task bar. When I tried to restore  the icon I get the message that it is not currently active & will be shown next time it becomes active. On checking my NOBU schedules, found that NOBU has not been working on 2 of my 4 computers since June 2013)  On my NOBU page I have 3 messages (all dated 20 June) that say

"Your subscription expired 242 days ago. We will no longer continue to store your photos, music, and other important documents at our secure data center. By purchasing today, your data will be kept safe. Don't put your files at risk. Buy now " 

but Norton account shows NOBU is current until Dec 2013.  The NOBU page also shows computer is not online when it is & "Backup Now" is greyed out. I have only used 49% of my 100GB storage. Have tried resetting schedules & rebooting computers but still not working.

I read a support answer that suggested redownloading NOBU, but icon must be showing (see above) or a new backup would be created, which is a lengthy process. Have I lost previous backups or is there any way I can get NOBU working again on these 2 computers without losing those previous backups.

Very disappointed that I have lost 242 days of subscription, but have learned not to assume scheduled backups are taking place! on unattended computers!

Any advice would be appreciated. Thanks

Replies

Kudos0

Re: Norton Onlne Backup is no longer working on 2 of my 4 computers.

Hi bugnort

Kudos0

Re: Norton Onlne Backup is no longer working on 2 of my 4 computers.

Hi Wesley,

Thanks for responding - but I can't see any suggestions to fix my problem. What am I not seeing or doing?

Kudos0

Re: Norton Onlne Backup is no longer working on 2 of my 4 computers.

Hi Bugnort

I'm not certain what happened to my other message. The expiry message is related to one of the packages of space - not your overall account. It was letting you know that one was no longer active. They should expire 30-days from the expiry date. Are the messages still showing up when you login now?

Computer not online indicates either that particular computer no longer exists, the software was manually removed or it's not able to communicate with the Norton Online Backup back-end. Is the icon visible on the machines that are saying its offline?

If they are visible what happens when you right-click on them?

The backups themselves are not lost. They'll remain online, even in an offline state, unless you remove the device. Depending on the above answers we can flesh out what the issue may be.

Kudos0

Re: Norton Onlne Backup is no longer working on 2 of my 4 computers.

Hi Wesley,

Some further info re matters raised in your reply:

The space used for each of my 4 machines showing on my NOBU page is 5.49GB; 13.2.GB; 4.43GB; 13.27GB, so no machine has used its full 25GB package allowance.

Subscription expiry date is 30 Dec. 2013. (Norton automatic renewal from my 2012 subscription; serial number on renewal notice is same as the one showing on my Norton Account page. Original subscription was in 2011).  If packages expire 30 days after renewal date, the 2 not working should have stopped in January/February 2013, but the last successful backups are logged as 11th June and 12th June.

Yesterday, (4 Sep Australian Eastern Time) the three messages were still there on my NOBU on 3 of the pcs (2 laptops, I desktop) saying subscription expired 248 days ago. The 4th - a netbook - had no message. When I turned on the desktop & netbook where NOBU was working, the desktop backed up successfully, but the netbook said NOBU failed, A2180 error.  I tried backing up again 5 times (last time overnight) and this morning (5 Sep) the icon message said it had completed with errors, but the log said it had failed & the message had changed to say I was out of storage space & could not be backed up. As a working NOBU starts as soon as I turn on a computer, the desktop started backing up as normal today, but failed & gave the A2180 error in the log, even tho no additional files had been added to this PC of the netbook since yesterday

I tried both these computers again today & got the same message.

All 4 computers exist & are working & I have not removed NOBU from any machine. NOBU is showing on the list of installed programs on all PCs and the icon is showing on the taskbar of all PCs . On the PCs where NOBU is working, when I right click on the icon on I get the pop-up displaying Home, Backup Now, Restore, Online Help, Check for Update, Renew Now options. On the machines where NOBU is not working, right click produces no response, even tho’ left click opens the NOBU sign in page.

Seems somewhere along the line, NOBU thinks I only have  a total of 25GB of storage instead of 100GB, even tho NOBU page recognises I have only used 49% of 100GB.

I’m getting more & more confused so I hope all this makes sense to you .

Kudos0

Re: Norton Onlne Backup is no longer working on 2 of my 4 computers.

Ok.. there is definitely something not right going on. We'll need to arrange a support session and work with you directly. This is not something Tier 1 can resolve either. Can you shoot me a private message with the below items? Please note I'll be on business travel the first part of next week so I won't be able to respond immediately:

  • The email address associated to your account
  • Your full contact details
  • A link to this thread
  • At least two times, including timezone, you can be reached and are at the computer experiencing the issue.

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