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Kudos0

Online Backup Not Working

Online backup has been working fine for months.  I just noticed that the last two days hadn't worked so I checked my log.  Turns out that on July 31, the backup failed because "license expired" (not sure how, it's auto renewal).  Then there are no messages at all (good or bad) until yesterday morning when it failed for W32.  Failed again for W32 today.  It runs from 3 am to about 6 am so very unlikely that anyone is on the computer then. 

Any suggestions?

Replies

Kudos0

Re: Online Backup Not Working

Online backup has been working fine for months.  I just noticed that the last two days hadn't worked so I checked my log.  Turns out that on July 31, the backup failed because "license expired" (not sure how, it's auto renewal).  Then there are no messages at all (good or bad) until yesterday morning when it failed for W32.  Failed again for W32 today.  It runs from 3 am to about 6 am so very unlikely that anyone is on the computer then. 

Any suggestions?

Kudos0

Re: Online Backup Not Working

Looked at my logs and my renewal dates more closely.  Main Online Backup licence (for 25 GB) was renewed on July 8.  Backups continued to run until July 14.

July 15 backup failed due to A2816

July 16 backup failed due to "interrupted" (no idea what that was, power failure maybe?)

No backups attempted on July 17 to 22 (I didn't notice they weren't running)

Computer was turned off (out of town) July 22 to July 29 so backups start again at 3 am on July 30 (as expected).

July 30, completed with errors, 2 files could not be backed up (so far so good)

July 31, backup failed, licence expired (why???????, it was renewed on July 8, I have email to prove it)

No backups are attempted until Aug 22 at 3 am (again, I didn't notice as I had been spoiled by them running fine and gotten out of the habit of checking the logs every day).

Aug 21 - Licence for extra 10 GB renewed (for total of 35 GB)

Aug 22 and Aug 23 - backups start up again but fail with W32 error however it looks like most (if not all) of files were successfully backed up

I've run Liveupdate today about 4 times until it's no longer showing updates.  I've also restarted the computer.  We will see what happens tonight.  If most files are backing up, it's not a major issue anymore but I would like to know why the backups stopped.  It seems like the renewal of the extra 10 GB kickstarted the license but that doesn't explain why it was considered invalid in the first place (or why it stopped from July 17 to 22).

Susan

Kudos0

Re: Online Backup Not Working

Hello

Based on the liveupdate reference it sounds like you're using Norton 360. Can you confirm please?

If yes, if the main Norton 360 license has expired it won't matter if the online backup space is still active. The service is tied to that main license.

Kudos0

Re: Online Backup Not Working

No, not Norton 360.  I have Norton Internet Security (which is what I was running Liveupdate on) and a separate licence for Norton Online Backup (which I originally purchased with the base 25 GB and then I added another 10 GB just over a year later when we got a second computer and needed more space to back them both up).  The second computer hasn't been used much recently so only gets backed up manually and I never tried to back it up during the period when the automatic backups on the main computer weren't working.   The Liveupdate may not have had any impact on Norton Online Backup at all.

The backup ran fine last night but that still doesn't explain why it stopped running for 3 weeks and claimed the licence had expired.  If you want, I can PM you my email address (used for Online Backup and my Norton Account) and you can see the various renewal dates.

Kudos0

Re: Online Backup Not Working

Hello

Please send me the info along with a link to this post so I have a point of reference.

I highly doubt the live update message would have impacted the backup. There could have been other mitigating factors preventing the backup from running. Commonly its the system going to sleep, its logged out of the profile it was installed under, or other error was coming up but wasn't noticed.

What version of Windows is it running on?

Do any of the three referenced possibilities come into play in your case?

If there were errors - can you provide the info?

Kudos0

Re: Online Backup Not Working

I've sent some details to you via private message which explains why it expired. From the details you provided it expired in the normal renewal timeframe. Please mark this post as solved if my PM resolves your issue.

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