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Kudos0

Restore Process for Norton Online Backup

Recently I tested my Norton Online Backup (NOB). After 4 part-time days and input from 3 Customer Service (CS) Rep's, it's not clear NOB backs up files, let alone, could restore them.

My test started with "File Action > Download a File." After waiting an annoyingly long while, that functionality generated the following message: Something went wrong Nobu is sorry something went wrong and will look at it right away. Click here to go back to the beginning.

A lot of your customers, going back years, have documented this same problem on community.norton.com. Clearly CS Rep's have been coached to say this is "due server maintenance please try again later." If so, Symantec has bigger problems because I've tried 3 days in a row. It seems Symantec is licensing a tool that does not work.

After striking out with "Download a File," I tried a 10 step process Wesley Welty (Technical/Customer Support Manager) posted 7-19-12 @ 11:45 AM. This involved "File Action > Restore Files." This ran for hours then ended up with the following error message: We're sorry, an error occurred while retrieving the file list, please try again. Posts on this topic indicate a lot of NOB customers experience this and, like myself, they find customer service is ineffective. Please fix this and set expectations or do the right thing (refund).

I hate to think of the situation, I would be in, if I really needed my backup. Please reply with a procedure that works otherwise I am done with NOB and will be taking a hard look at MS Security Essentials, which I'm told is a free equivalent of Norton 360.

Replies

Kudos0

Re: Restore Process for Norton Online Backup

Recently I tested my Norton Online Backup (NOB). After 4 part-time days and input from 3 Customer Service (CS) Rep's, it's not clear NOB backs up files, let alone, could restore them.

My test started with "File Action > Download a File." After waiting an annoyingly long while, that functionality generated the following message: Something went wrong Nobu is sorry something went wrong and will look at it right away. Click here to go back to the beginning.

A lot of your customers, going back years, have documented this same problem on community.norton.com. Clearly CS Rep's have been coached to say this is "due server maintenance please try again later." If so, Symantec has bigger problems because I've tried 3 days in a row. It seems Symantec is licensing a tool that does not work.

After striking out with "Download a File," I tried a 10 step process Wesley Welty (Technical/Customer Support Manager) posted 7-19-12 @ 11:45 AM. This involved "File Action > Restore Files." This ran for hours then ended up with the following error message: We're sorry, an error occurred while retrieving the file list, please try again. Posts on this topic indicate a lot of NOB customers experience this and, like myself, they find customer service is ineffective. Please fix this and set expectations or do the right thing (refund).

I hate to think of the situation, I would be in, if I really needed my backup. Please reply with a procedure that works otherwise I am done with NOB and will be taking a hard look at MS Security Essentials, which I'm told is a free equivalent of Norton 360.

Kudos0

Re: Restore Process for Norton Online Backup

Hello Otherwise,

The NOBU is sorry error message is a generic placeholder for when the system cannot determine the exact cause of the error. If you can send me your account info via private message and the set name you're trying to restore I can get it looked into.

As for MS Security Essentials... That's by far not a comprehensive protection package. It covers malware only and not full anti virus and malware protection. It's a nice add-on but not something I'd suggest anyone rely on 100%.

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