Solved.
Kudos0

How to purge backup sets?

Postado: 02-dez-2013 | 10:57PM · 4 Respostas · · Translation:

Last week I reported on the N360 subforum about my difficulties deleting/purging my existing online backup sets. Not having heard anything new on that score, I tried to see if I could do it myself by signing up for a free trial of Norton Online Backup, as somebody had suggested in one of the many Norton Community threads that I'd read discussing the inability to delete your own backup sets via the Web.

So I signed up for the 30-day trial, but after installing the NOBU client on my PC it scanned the computer and created a NEW backup set, from which I could purge files if I had any in the set (that backup hasn't taken place yet). However, the "File Actions" for the PRE-EXISTING backup sets for the SAME computer (sets which seem to have gotten de-linked from that PC when I "upgraded" to N360v21) still offer only to "Restore Files," "Download a File," or "E-mail File Links." There is no option to purge the accursed backup sets.

At this point I am open to suggestions as to how to either (1) re-link those previous backup sets to the PC so that then I can purge them; or (2) in some other fashion actually delete or purge the backup sets. (Please, anything other than online chat.)

Thank you very much.

Solução aceita
Kudos1 Estatísticas

Re: How to purge backup sets?

Postado: 10-dez-2013 | 10:54AM · Link permanente

Hello JorgeA,

It is to my understanding that your problem was resolved through email. if this is incorrect please reply back.

View Accepted Solution in Context

Respostas

Kudos0

Re: How to purge backup sets?

Postado: 02-dez-2013 | 10:57PM · Link permanente

Last week I reported on the N360 subforum about my difficulties deleting/purging my existing online backup sets. Not having heard anything new on that score, I tried to see if I could do it myself by signing up for a free trial of Norton Online Backup, as somebody had suggested in one of the many Norton Community threads that I'd read discussing the inability to delete your own backup sets via the Web.

So I signed up for the 30-day trial, but after installing the NOBU client on my PC it scanned the computer and created a NEW backup set, from which I could purge files if I had any in the set (that backup hasn't taken place yet). However, the "File Actions" for the PRE-EXISTING backup sets for the SAME computer (sets which seem to have gotten de-linked from that PC when I "upgraded" to N360v21) still offer only to "Restore Files," "Download a File," or "E-mail File Links." There is no option to purge the accursed backup sets.

At this point I am open to suggestions as to how to either (1) re-link those previous backup sets to the PC so that then I can purge them; or (2) in some other fashion actually delete or purge the backup sets. (Please, anything other than online chat.)

Thank you very much.

Kudos0

Re: How to purge backup sets?

Postado: 09-dez-2013 | 7:42PM · Link permanente

Wow, no one has even attempted an answer. Are there really no answers for this issue?

Today I broke down and tried online chat. I made sure to have long blocks of time available, and as expected I ended up spending a total of some 90 minutes with two different reps doing the chat dance. No solution. The first rep asked for access to my computer and I made the mistake of allowing it. They started to change settings in Windows Explorer (what the heck???) and then something went wrong and the chat simply ended -- nothing more came from the other end, so I closed the chat window. Then I discovered that I could no longer "safely remove" a USB drive by using the right-click context menu (I'm on Vista).

The second rep also asked for remote access permission, which I firmly denied this time. As I told him, even if they had access to my PC they would merely see the same things I see, which are (1) that the existing backup sets do not show up in my N360 anymore, and (2) that going online to NOBU you can see those backup sets, but there is no option either to delete the sets or to remove the computer.

The second rep gave me a Web address where I could click on a link to download a purge request form, but despite his assurances that customers use it all the time the link is NOT working. He suggested I reboot and try again -- no dice. Tried downloading it by clicking on the link and by right-clicking on the link to save the file. Ended up trying it in three different browsers on two different computers -- nothing, the download just keeps throwing up error messages.

I am running out of options here. My subscription to N360 has 30 days to go. I have turned off automatic renewal. The clock is ticking.

Solução aceita
Kudos1 Estatísticas

Re: How to purge backup sets?

Postado: 10-dez-2013 | 10:54AM · Link permanente

Hello JorgeA,

It is to my understanding that your problem was resolved through email. if this is incorrect please reply back.

Michael: Technical Account Manager NAM
Kudos0

Re: How to purge backup sets?

Postado: 10-dez-2013 | 4:25PM · Link permanente

Hi MIchael,

Yes, it took some escalation of the issue but now it's been resolved: all the old backup sets are gone.

My thanks go out  to you and to those on the Symantec team who participated behind the scenes. We can mark this as Solved.

(Note for readers in a similar situation: make sure you block off ample chunks of time to sort out the issue with tech support. If you can do that, the ball can start rolling very fast.)

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