I need some help / advice to rectify a situation with backups using Norton 360.
I have been a Norton 360 User for some time but recently my backups would all fail (last successful back up was Feb 16th - not sure if there was a significant update via LiveUpdate then). I doublechecked and found that 360 was not recognising any of the hard drives attached to my computer - only the 2GB Online storage.
I contacted Norton online support and the support analyst said that there was an "internal conflict" in 360. Their solution was to delete the version of 360 I was using and re-install V1 (1.3.024). That has solved the problem of access to the hard disks and I can start the back up again. However I'm not happy with this as a long term solution because:
a) I've gone backwards in terms of the version of software I was running
b) I was advised by the analyst that I should not upgrade the software until my subscription runs out in November - they even left LiveUpdate turned off. This doesn't seem like an acceptable solution to me.
If anyone can help I would appreciate it. I have a copy of the transcript of the support call if that's of use.
Note that I'm not unhappy with the behaviour of the support analyst during the support session. But I am not satisified with the solution they provided.
Better upgrade to latest Norton 360 3.0 version, as a current user of Norton 360 you are eligible to get Free Upgrade. Try Norton removal tool and install Norton 360 3.0 upgrade which is built over the NIS 2009 engine. It is Faster & Lighter secruity product that you can get today, means security that won’t slow you down. More specifically it means faster, fewer and shorter scans, high-speed network throughput, one-minute install, fewer active processes, less memory utilization – in general faster operations so you won’t feel a performance impact on your day-to-day computing experience.
You may need to uninstall the current version of Norton 360 using the Norton removal tool and install the upgraded version- Norton 360 3.0 .
1. Download a Trialware of Norton 360 3.0 from this Symantec Web Page.
2. Go to this LINK and follow the instructions for uninstall.
3. You can install the trialware and activate it using the same product key of Norton 360. You can get it from your Norton Account. Run LiveUpdate repeatedly until you see the message that no more updates are available.
We are looking at this issue currently. In v2 and v3 of N360 backup is unable to find local drives on some computers. We are aware and looking into the issue. I hope we will have a resolution shortly.
What version of Norton 360 are you currently using? May be if you are using any version other than 3.0, it will be worthwhile trying an upgrade as Yogesh suggested.
LiveUpdate is fine as it will not upgrade the version you have running. If you are propted to update to v2 or v3 in your case I would hold off as you are one of the few who can reproduce this issue. We have a machine in route to us from one of our testers which can reproduce this issue. As soon as it arrives we will take a look and see what is going on.
The reason for v1 working vs v2 or v3 is due to the way we identify drives. This is exactly what we expected to see for someone who could reproduce this issue.
Can you please e-mail me privately. You can find my e-mail address in my profile. We will nee to debug your machine as the machine I have in house is not reproducing the issue the same as your machine can.
Thanks,
Mike
Message Edited by michael_shavell on 04-09-2009 07:17 AM
I am using Norton 360 2.5.05. I have the same version installed on 3 machines, 1 with Xp SP3, 1 with Vista Home edition and the other with Vista Premium 64bit. My problem is with the XP machine. I had to re-install XP and this is when the problem started. I was thinking of upgrading to 360 3.0 but I was uncertain if it would be worth it.
Same situation as others. Backup recognises all local drives on my laptop running Vista but does not recognise local drives on my Desktop running XP. I attempted to send you an email some weeks ago (as per your direction to oshanda) but have heard nothing back. Any progress to report?
I have a similar problem. I have Norton 360 running on two desktops ( a Dell and HP, both running Windows XP). Both have a MyBook 640gb external drive. In the beginning, I had performed successful backups to this drive. Now on the Dell, Norton's does not see any internal or external drives (two internal, one external), and only shows the "online storage" option. I've contacted Norton's support line which included reinstalling the software, but still had no luck seeing the drives. I have not had any further response from Norton's, yet none of the other programs have an issue with the drives. Any help would be appreciated!
<<Edit: Removed support case ID number from the post>>
I assume that the drives show up in Explorer with no problems?
If you are willing, there is a drive fix for N360 dealing with other types of drives (CD/DVD) . I am not sure but this may fix the access issue here also. The fix is available at this LINK . Please let me know if you try this and the results.
All the drives do appear in explorer but in N360 backup, the only drives offered up are the online storage, and my CD/DVD drives. It does not see either of my internal hard drives.
Downloaded and installed the gear driver but it did not help with my backup problems. After checking up on it, I kinda thought it wouldn't work but really had nothing to loose. Thanks for trying.
Obviously, this is a problem with the N360 software. Backup worked fine in V1, maybe did not work in V2 (I cannot remember, but others seem to say it did not; therefore, I assume it did not), and does not work in V3 for several platforms running XP. Maybe Symantec should provide a fix!
The situations where N360 doesn't display a disk drive are typically where Windows WMI is not returning information about the drive to the N360 app. Usually this requires the user to rebuild their WMI database.
Read up on all the info pointed to in the links and decided that the "easiest fix" for my situation might be a comprehensive rebuild. Did that and attempted to do a backup yet again. The only change to the backup locations offered by N360 V3 was that now it only recognised the online storage area and only one of my cd/dvd drives. It still does not recognise my two internal hard drives and additionally does not recognise a second dvd drive anymore!
How do you have the other drives set up in your system? Primary, secondary, partitioned, mirrored, etc Are they the same format type? On your redo you just mentioned, was this a bare metal reconstruct or a repair reconstruct?