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Kudos0

Norton Security not backing up files - Customer Support unhelpful

Forgive my treatise, but I am very unhappy about this matter, and it bears explaining the background. There are also a lot of issues that need resolution in this tale.

Over the weekend, I noticed that I had an error on my Norton icon in the system tray. I checked it out, and there was a backup error. I have it on all computers. I've tried several times to backup, always get an error which says "Could not run due to maintenance being performed on your online backup account." Then, I noticed that the backup had not run for 17 days. It is scheduled to backup files on certain computers EVERY day. Apparently, after a certain period of time, the error indicator (the x on the Norton icon) switches to a checkmark even though the backup was not successful. VERY DISTURBING. I run a business where file backup is critical. So, I contacted customer support and am connected to someone. I knew more about the software and the way a computer works than she did. (I can provide the transcript; it was shocking how little she understood.) Suffice it say, this was no help. She offered to connect me with a second level tech. Great! I was connected 25 minutes later. 2 minutes later, he tells me, "Currently the Norton Online Backup server is under maintenance so some computers are facing the issues...Please wait for another 2 to 3 business days and then try to do the backup." WHAT?? First, this was never mentioned in the 45 minutes I was chatting with the 1st tech. Second, why was this never communicated to Norton subscribers? This is an IMPORTANT feature that I'm paying for! Third, and most importantly, my files have now NOT been backed up for 18 days, the backup still does not work, and I'm looking at least 20 days before my files will be backed up up? This is unacceptable.

Specifically, these are my issues:

1. Backup is not working

2. 3 weeks of "maintenance" - even 2 days of maintenance - is inexcusable

3. An "all ok" checkmark should not appear after a backup has failed. Case in point, I just now ran backup. It failed. Still, the icon shows a checkmark, and the Backup screen shows "Your Data is Safe. Last Backup: 18 days ago." This backup is set to occur every day. Files are added, changed, deleted every day. How does that warrant a checkmark?

4. Who do I need to talk to for resolution. Customer support was unhelpful.

Replies

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

First, I agree that having the backups not run for as long as you are seeing is disturbing.

Second. If you are running a business, you should not be relying on a home user solution. You should have at least two different backup methods if the data is critical for your business.

Unfortunately, if it is a server problem, there is nothing anyone here can help with.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

duplicate

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

Thank you, peterweb. I do have other backup methods, but that is hardly the point. (Not being difficult, just wanted to reassure you. ) I also find it incomprehensible that this "server issue" could last for nearly 3 weeks. As I have been unable to talk to someone in customer support who could provide any more information, I was reaching out to see if someone here had a similar issue that was resolved to their satisfaction.

Kudos2 Stats

Re: Norton Security not backing up files - Customer Support unhelpful

Hi DMRLaw,

We are extremely sorry for the inconvenience caused, I will help you through this. I understand that you are getting the maintenance message while running a backup. I can confirm your account is undergoing maintenance and we have prioritized your account in the queue, also please be informed that the duration of maintenance depends on the backup size .

Thank you for your patience. I'll update this thread when I have more information.

Thanks,

Siddarth

Kudos1 Stats

Re: Norton Security not backing up files - Customer Support unhelpful

Hi @DMRLaw,

The Maintenance is completed and should be able to run  the backup with no issues.If issue still persists please run live update  to get to latest  Norton product version- 22.10.1.10.

To know your Norton product version - Go to Help ->About-> Version

Thank you,

Siddarth

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

I am running version 22.10.1.10

The issues regarding Norton security with backup are not resolved.

When trying to fix problem with backup set has not run recently the process will not complete. The backup application will not throw an error, but will run for hours without completing. This is happening with all computers on my account.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@siddarth_j I had the same problem as @darkstartech. Backup ran for several hours and never completed. It transferred no more than 3.7% of files in that time. However, now the Backup dialogue box indicates that backup was completed, which it was not. I have the most recent Norton Security. It was updated 3 minutes before I ran Backup. I am running Backup on another computer to see if that will work. I will post my results.

EDIT: Backup on 2nd computer was successful. I will try the other computers again.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

 @darkstartech,

Can you please me with what error you are seeing when running the backup, Kindly share us the screen shot  and it would help us to identify the issue .The Backup to Cloud storage also depends on your Network bandwidth and backup size, example - if the your backup data size is huge and network bandwidth is less it would take hours for the backup to complete.

@DMRLaw- Please check  your other PCs and update us.

Thank you,

Sidd

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

No error is encountered, but I have attached a screenshot for your reference. Backup shows 100% copied but status continues at running and never completes. If process is cancelled status shows cancelling but this does not cancel and continues to run with status cancelling. If I close the window and wait for over an hour and try to run the process again I receive error stating another backup process is running.

Bandwidth is not a problem. I have 100Mb down and 10Mb up. Backup set has run fine in the past and only a small number of files have been modified, so the size of the backup set should not be the problem. No settings have been modified since the last successful backup was run.

File Attachment: 
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@darkstartech  Here is how to post screenshots to the forum for easy viewing. Folks are leary of opening compressed attachments with good reason.

https://community.norton.com/en/forums/how-post-image-forums-0 

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

This has been going on now for almost two weeks and is unacceptable. Are we to just keep paying for services that when they get corrupted never seem to get resolved in a timely manner and are seemingly "unknown" to the 1st tier tech support groups and then management doesn't inform the user base customers when THEY KNOW there is a problem and it's basically ignored until somebody publicly squawks loud enough?! Once again, Symantec, you're "SKATING ON THIN ICE" and you need to change the way you deal with problems concerning Norton Security products!

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@darkstartech  10 mb upload in my view is an issue. Just a thought. Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

I only have 2Mbps upload and have no issues with my backup. It only matters on the initial backup if you have 10 GB or more. That will take a long time.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@siddarth_j I have 3 computers set to backup. 2 of the 3 have backed up, but the backup on the 3rd computer fails. I get the error message, "There is a backup problem. Make sure the destination drive is connected." This is not an initial backup, so there should be only incremental changes. I am on high speed internet - 90 mbps upload. I have 80gb of backup space available. I've tried the backup several times.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

Here is a screenshot of backup application hanging at 100%. It is doing this on Windows 8.1 x64 system, Windows 10 x64 system and Windows 7 x86 system. It will run on all systems at this stage without completing. I let it run all night on Windows 8.1 x64 and process did not complete. When process is cancelled status changes to cancelling but does not complete.

If backup window is closed and run again I receive the following error.

Here are the details from above error.

I cannot get the backup process to complete and clear the warning.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@teek Have you contacted support to have them try and solve your issue? Here is the link: http://norton.com/chat

@darkstartech @DMRLaw  Disable fast boot on your machines if they are running Windows 8/10, here is how: https://community.norton.com/en/forums/windows-881-or-10-and-fast-start-feature-0  On your Windows 7 machine perform the following and reboot. Recheck for your issue reappearing. https://support.microsoft.com/en-us/help/920730/how-to-disable-and-re-enable-hibernation-on-a-computer-that-is-running

All: Also consider removal and reinstalling your product. The official removal tool can be found here: https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Let us know whether any of these suggestions help.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Security not backing up files - Customer Support unhelpful

I run full boot on all systems. System hibernation is disabled on all systems I run. I also run high performance power scheme, system never goes to sleep and monitor shuts off after 20 minutes. I have run the Norton Remove and Reinstall tool before but not for this specific problem.

Thanks for your help.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

SoulAsylum (and others): Thanks for the suggestions but I’ve been around this mountain many, many times before and “chatting” with the current tech support is an exercise in frustration for me. This is clearly a problem on their server-side and not only is my backup unable to run due to “maintenance” but the backups I had available on the Norton Backup Drive on my Windows 10 PC are no longer visible as well as now I’m unable to access the files over the Web thru the Norton Backup Service. Everything is just gone. This is what I meant by “unacceptable”. Fortunately, I have not relied on Norton Backup for a primary archiving scheme for many years now as it has become more and more unreliable for my purposes as time passes. There are much more robust solutions these days to choose from but since I am paying for it (and call me “crazy”) I would really like it to function properly. I have been a customer of Norton since Peter Norton (yes, that Norton) since he was the company and it was a Macintosh only service but since Symantec acquired the asset and turned it into a Windows product all those years ago it’s never been quite the same as they keep tinkering with it and are more concerned now about the “financial” model of an all-in-one security product for-all-devices going forward and as it continues to grow in complexity and scope to the point of unwieldy-ness in both performance & reliability I’m leaning more and more to leaving them behind after the current service term expires. I don’t intend to dedicate 2 hours of my life to an on-line chat with someone reading from a script prompting me to try a bunch of solutions that I’ve already gone through on my own prior to the support request just to have them tell me I need to uninstall the program and reinstall it yet again. (I’m a certified computer/network technician and MCP with many years of experience). As many times as I’ve had to do that previously you can imagine that I’m loathe to do it again especially since I’ll have to recreate my backup schemes from scratch once that occurs. I repeat and stand on my previous statement: unacceptable!

Kudos1 Stats

Re: Norton Security not backing up files - Customer Support unhelpful

@teek 25 years as a certified MCP as well. Unacceptable is truly the correct word for it. Every time I check services status at https://status.norton.com/ things are always green across the board. Other threads have stated that SOME individual accounts are undergoing maintenance for whatever reason. From experience that tells me disaster recovery mode is in effect and there will be more customers as you who have lost their data sets when its all said and done.

For what its worth have you removed and reinstalled your product? https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us That is the most obvious way to perform a final check before moving along to another product. As we are all volunteers here I can personally only give suggestions based on my experience with the products and those others found in the process of working with us and assisting. I will flag the thread hoping another employee will chime in.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@siddarth_j I followed the recommendations of @soulasylum (Disable fast boot, remove and reinstall product). Norton is completely updated. I even ran chkdsk to make sure the computer didn't have any hardware issues (it doesn't). I was able to back up the files on my 3rd computer once, but now I get the following error: "Could not run due to maintenance being performed on your online backup account." Is is now 8:34 pm CST on 10/4/2017, more than 24 hours after I was assured all maintenance was complete. Is there something else going on with my account?

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

DMRLaw Just a shot in the dark. Try logging out of your account and rebooting your system once. Log back into your account, see if things will synch for you. Hope this fixes your issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

DMRLaw:

Norton is completely updated. I even ran chkdsk to make sure the computer didn't have any hardware issues (it doesn't).

Chkdsk doesn't check for hardware issues, it checks for logical corruption of the filesystem (well, has one check but it more or less does a terrible job). If you had a file that was partially unreadable due to a bad hard drive chkdsk would check that the file system is not corrupt and properly describes where the file is stored (and other meta data), but it would not warn you that you hard drive is defective and would do little to nothing about your corrupt file.

In this case I don't think your issue is a defective hard drive, but there is a test you can easily run to check that if you want. Let me know and I will post instructions.

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@DMRLaw  Log out of your norton account once more and reboot. See if things synch when you log back in. If not, contact support and ask them again if your backup account is still under going maintenance. And why. Remind them this needs an immediate resolution or escalation from the previous contact with them. 

http://norton.com/chat

Services are showing GREEN across the board.

https://status.norton.com/

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

@DMRLaw - sorry for the inconvenience caused, the issue your facing is monitored.  Can you please make sure that all your PCs run the latest Norton because if it is a lesser version it will be unable for it to communicate to the backend.

 The latest version is  22.11.0.41, you can check the version by  Norton ->Help-> about.

To come to the latest version,  Please go to Norton-> Security pillar-> Run Live update until you see the version 22.11.0.41 in help-> about.

Once all are of latest version please try running backup and update us.

@darkstartech- sorry for the inconvenience caused, yours is a different issue, You will receive a private message from one of our admin regarding logs collection.

Thanks,

Sidd

Kudos0

Re: Norton Security not backing up files - Customer Support unhelpful

Hi @teek,

We are extremely sorry for the inconvenience caused, I understand that you are getting the maintenance message while running a backup. I can confirm that your account underwent a  maintenance in the backend and it was completed on 4th of October. Yes you are correct this is a backend issue, will shortly send a message to you.

Thanks,

Siddarth

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