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Kudos0

At risk

I recently downloaded Norton free from Comcast and have a notice that my  back up is at risk !   It tells me to reactive my account and everytime I try to do it it tells me to try again later.   I can see that I scan my back up   but then there is a big  red  tell me I am at risk.  How can I correct this ? 

Replies

Kudos0

Re: At risk

Hi CarolS,

Welcome to the Norton Community Forums.

I have not used the Comcast version of the software but I believe it is very close to N360 which I have used.  So hopefully I can help.

My first question is, do you want this software to manage your backup?  If not I believe that this functionality and the associated nag, can be switched off.

You say you recently downloaded the software, have you successfully run any backup with the software?

Have you set up a backup or reviewed the "Default Set" that is there when you load the software?  If so, where is the backup set to be placed?

I look forward to hearing back from you and hope that we can get this resolved fairly quickly.

Mike
Kudos0

Re: At risk

Yes I want the software to manage my backup.    I did successfully run a backup on 10/11  and it said my files were backed up.    I looked in  Manage Backup sets and it says ....  backup set name -  Default Set.   Where .... (C) Local Fixed Disk.    Everything is the same as when  I bought Norton  and I never had a problem.  I only got this  AT Risk  since I am using the free Norton from  Comcast.   Hope you can help me

Kudos0

Re: At risk

Hello CarolS.

I am sorry but there are still some things puzzling me - you say that you bought Norton and also that you downloaded it free from Comcast.  Also that you successfully ran the backup on 11 October (I think) which is only yesterday.

So my assumption is that had Norton previously and used it for backup and that caused you no problems (how long did you do that?).  But now presumably, your old license has run out and you have changed to the Comcast version which you run in the same way, including an apparently successful backup on 11 October but you are now getting a nag which say you need to reactivate your account.  Is this correct?

Whatever your answer to the above, backing up to your C: drive is a fairly pointless activity.  The C: drive is selected as the default because the software cannot guess in advance where else might be available.  But the point of a backup is to protect you against the loss of your computer for any reason, serious damage to it, etc..  If that happens then the C: drive is no longer available to you and any backup on that is lost.  

So whatever you do, you need to change the destination of your backup.  Have you an external drive that you can connect to your computer that you could backup onto?  If not you could consider backing up to the Norton servers via the online backup option.  I suspect that the nag you are seeing maybe that you have not activated your online backup, which unless you need to use that for backup is not important.  

How much free online backup space does Comcast give you with the Norton software?  And how large does Norton say the backup should be (Backup: Manage Backup Sets: Preview)?  If the Preview figure is well within the space you have available, and you have a good internet connection, then backing up to the online servers may be a good option.

As you are currently backing up to your C: drive can you tell me how much free space you currently have on your C: drive?

Also if you using the backup location it occurs that you may not have reviewed what files you are actually backing up.  Have you done that, and have you looked at the files that are actually backed up to confirm that they are what yo want and that you can recover them?

I know you asked for a solution and all I seem to do is ask more questions but I assure you that my aim is to help you get what I assume that you want... a reliable backup of the data that you want to preserve.

I look forward to hearing back from you.

Mike
Kudos0

Re: At risk

I have made a couple of replies and haven't heard back from anyone.   Please help me get rid of that annoyed  red at risk in my backup

Kudos0

Re: At risk

CarolS have you seen my post of 12 October which appears (for me) above your latest post?  

You appeared to respond to my first reply, so you should realise that you have heard back from someone.

If you could respond to my more recent post it might be easier for me to help you.

Mike
Kudos0

Re: At risk

Yes I did see that post and I replied twice to it  and something must have happened to them. .   I am sorry I didn't mean to sound cranky,   I apologize.    I wanted to explain me going from Verizon to Comcast  so here goes.     We used to have Verizon and I always paid for the subscription.   We decided to go with Comcast and they have free Norton so a day or so before my subscription expired   I completely  un-installed  Norton from my computer.   Then I downloaded the  free Norton.   A week or so later I ran a  complete scan and it was there that I saw  the   red  at risk on my backup.   I have been trying to get rid of it  but I can't figure it out.    I must tell you that I am not very good with the computer and I have no idea what you are talking about.    I hope you can still help me other wise.     Thanks again.    Carol

Kudos0

Re: At risk

Thanks for the clarification Carol, I think I now have a better understanding.  

Sorry your earlier posts seem to have vanished but hopefully all will work from here on.  

I am aware that NSS works slightly differently from N360 and unfrotunately I do not think it has any online backup capabilities, but your comments about not being able to reactivate your account are puzzling me so I will ask another Guru who is very knowledgeable about NSS to have a look at this thread and see if he can help on that issue.

In the interim I will try and help you on the backup.  I would be grateful if you could give me clear responses to these 4 points.

  1. My understanding is that you had previously done it to the C: drive and only the C: drive is that correct?
  2. Have you ever tried to restore any files from your backup or checked that any particular file is actually in the backup?
  3. Go to the Backup pane of Norton and select Restore files, click on "View All" on the right next to "Restore from", leave it until it finishes running and then tell us what options, if any it gives you.
  4. Have you any other device that you could use to back up your data, such as another drive that can be plugged in to a USB port?

I look forward to hearing back from you and hope that this time your post come through without any problems.

Mike
Kudos0

Re: At risk

Ok here goes.

1)  As far as I know the C drive is the only one. It went in there the very first time I ever did a back up.

2) I did a  restore file the other day and never checked and never checked any files,   I wouldn't know what to and what not to check

3) I did as you said,   and this is what it says  ....  Defaults Set on C File .... File Count - 1.273  ..  Size 525, 6 mb        Back up date 10/20.2014

4)   I don't understand about another drive that I could use to back up my date ---  or another drive that can be plugged into a USB port

Note !!!    I did notice that when  I "view"  the  details in my back up  it says that my important files have been backed up.    The last date was  10/20/2014.      I don't understand if they are backed up why is there the  red at risk ?    Thanks for trying to help me,   I hope I am not giving you grey hair.                  

Kudos0

Re: At risk

Hi Carol

Thanks for the response.

You said "I hope I am not giving you grey hair.".... fear not, I already have nothing but grey hair!  

I am not sure what you meant in your second point.  If you did a "restore file"(?), did the file or files you wanted actually restore?

However, my primary thought is that if you are only able to back up to the C: drive then in my view there is no point in doing a backup.  

  • If you loose your computer, you loose your backup.
  • If your hard drive fails, you lose your backup.
  • If you get a virus infection, you loose your backup.
  • If you drop your computer or get it wet, you loose your backup.
  • etc....

So if you cannot backup to an online store - and I do not think that is available for NSS users, and you have no other external "drive" to hold the backup, then I think the best thing to do is to turn off the backup feature and stop it nagging you.  If you want advice on how to do that let me know and I will give it.

If you want to back up important files to a place that may be safe, first decide what the files are that you want to save.  Are they your documents, you photos, your music ... all of these, more, less...?  When you have decided that, go into the Backup: Manage Backup sets and use the "What" tab to help select those files.  If you want help I may be able to give it.

Once you are confident that you have chosen the files that you need and no more, run the "Preview" and see how much space it says you need.  Let us say that this is 5 GB, then you would need to get a device that can store at least that and probably at least twice that amount.  So if Preview says 5 GB then look for a device that can store at least 10 GB.  This could be an external hard drive that can be bought fairly cheaply from any computer store and come in a variety of sizes well above 10 GB, or it might be an SD card where 16 and 32 GB cards are now fairly common.  Decide if you are willing to pay the price for this extra device, then if you are get it, plug it in to your computer and tell Norton that you want to store the backup (the "Where" tab) on this new device.  At that point you will be ready to run your backup.  It should work and it might actually be of use.  

Was that clear?  If anything is unclear then let me know and I will try again.

If it was clear, do let us know what you plan to do next.

Mike
Kudos0

Re: At risk

Hi CarolS,

I'm the other Guru that Andmike said he ask to assist with the Comcast info.

First of all it sounds like you made a successful move from the retail version of N 360 you used with Verizon to the free Comcast Norton Security Suite (NSS).  That aid you should have no conflicts within the actual functioning Norton.  So you are in good shape program wise - always a good start.

Now in regards to the differences between the retail N 360 and NSS, you may have noticed there is no Norton Account "Signed in as email address" in the upper right-hand corner of the main page of NSS. You are also missing Norton Management, and perhaps Mobile, as well as the  Subscription Status which tells you how many days you have remaining on your license.  Also you will see the added CG and Xfinity trade marks added on the Comcast Version.  The reason for all the changes is basically that there is no license (like you paid for with the retail product) and also there is no Norton Account which means you have no Cloud option within backup, nor a Cloud option to use an Online ID Safe Vault so you can manage your log-ins on devices other than your home PC.  NSS can backup to your C: drive, CD/DVD or external USB connected device.

I know that sounds pretty confusing to you and I am sorry, but I did bold the part that affects you in this discussion about Backup, the rest of it is just nice to know info that does not impact your situation with the RED X for you backup.

Andmike has all the answers in regards to the Backup procedures and I agree with him about it being a waste to backup to your C: Drive.  I have recently seen a 500GB USB 2 external hard drive on sale for $60 - of course I do no know your financial situation, but you can get smaller ones cheaper than that.  I feel an external location would be the best for your situation.

If you are periodically seeing the Red Box for Backup on the NSS main page and the Fix Now Box in Yellow, you should be able to click on it and get rid of the Red X until NSs decides it needs to run the BU again.  By clicking on Settings > unchecking Backup under Quick Controls (right hand side) it should render the Backup Box on the main page to gray and the RED X should not appear again.  However, there will be no backing up of your data accomplished - until Andmike works you through the setting up of the backup on an external device.

I hope this has helped clarify things a bit and did not confuse the situation more.

Kudos0

Re: At risk

Mike   I got both messages from you and also the other guru.   My mother is in the nursing home and today is my visiting day..   I understand about the flash drive and have a few questions for both of you,  so I will be back later this afternoon.   Thanks for all your patience with me. 

Kudos0

Re: At risk

Yank,   I was able to do what you told me about getting rid of the red x,   it is now gray.   I did go out and buy a  flash drive today and I will be working on that later tonight.   Thanks so much for all your help,   I am sure before long I will be needing more.    Carol

Kudos0

Re: At risk

Mike   I bought a 16 GB  flash drive today.    I just looked and I have 519.0 mb  will the flash drive be big enough ?  

Kudos0

Re: At risk

Hi Carol.

Do not worry about having to respond rapidly Yank and I.  We are here to try and help, not pressurise you.  Things like visiting your Mum should take priority.  

If the size of the backup that you want to make is only 519 Mb (which is about 0.5 GB) then a backup drive of 16 GB should be plenty.

  1. Have you checked that the files selected (the "What" section of Manage Backup sets) are really the ones that you want to back up?
  2. Plug the new flash drive into the computer and check that it is seen by NSS when you go to the "Where" section of Manage Backup sets.  If so select it as the destination of your backup.
  3. Make sure that the "When" tab is set to "Manual" as you should not leave the flash drive plugged in all the time, but put it somewhere safe away from the computer when you are not using it.
  4. After you have successfully set the Where to the new drive, checked the What and set the When to manual.  Click on "Save Settings", that will ensure that all is ready for you in future.
  5. Finally if all has gone well select "Run Backup".  If the backup is only 519 Mb it should not take too long and you may like to wait until it finishes.  Hopefully is will report a successful backup.  Whatever happens report back to let us how you got on.

Good luck.  

[Edit - Oops sorry I forgot that Yank advised you to switch off Backup to get rid of the red cross.  Obviously you will need to re-enable it to run the backup.  I should have said that.  ]

Mike
Kudos0

Re: At risk

Hi Mike   its Carol again.     I just put everything in my  back up on  the flash drive and was also able to change the color of the  red x  to gray.    Will it always stay that way ?   I think everything is under control now,   thank you for all your help and your patience with me and a   thank you to  Yank also.    If I ever need any help on anything else I know where to go to.    Carol

Kudos0

Re: At risk

Hi CarolS.  Glad that seems to have worked.  

I am slightly puzzled by the grey.  Normally for N360 if the backup is working and has run correctly the pane is yellow with a green tick (the same as the ones on either side), that is unless you turned backup off again after it had run.

If backup is turned off (as it sounds from your comment on the grey colour) then that is how things should remain.  But any new files you add to your computer, or any that you change, will not be backed up.  If backup is turned on then Norton will expect it to run on a regular basis (at least once a month).  If no backup has been run for some time then it will put up a warning (red marker) and encourage you to run a backup.

You should have plenty of space left on your flash drive.  Assuming that your backup takes well under half the drive space then I would suggest that you set up a second backup set, as close in definition as possible to the first (so different only in name) then after a week or so run that backup.  This will give you two independent backups (though on the same flash drive).  Then if anything goes wrong with one of the backup sets, e.g. grows larger than it should, which does happen sometimes, you can delete that set and start again knowing that you still have the second set to protect you.

I do not know how you have the backup set to run (the When tab in Manage Backup sets).  Some people prefer to have it set to automatic, but that requires leaving the flash drive in place (somewhat defeating the object of having your back up separate from the machine), others set for a weekly or monthly schedule but again it begs the question of when the flash drive will be inserted, so my preference is to set the When to manual.  Then if I make any major changes or additions to my files I can run the backup, or I can wait until Norton flashes a red marker at me and then run the backup.  With two backup sets that means I would normally be running one of them about once a fortnight.

Good luck whatever you decide to do.  If anything above is unclear and you would like me to clarify it, then just ask and I will do my best.

Mike
Kudos0

Re: At risk

Hi Mike,   yes I have the backup  turned off as  Yank told me about it.    I also checked and have the backup set on   manual  and will make a note to run a backup again if I change or add anything.   So I think that settles everything for me  thank you so much for all your help.     Carol

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