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Thanks for getting back to me Adam. I have version 2. Here's the deal. We backed up on to the USB hard drive device two days prior to our crash, there are 6,500 files on the e-drive.
The original backup file is N360_BACKUP on the e-drive (usb hard drive) and inside that file are folders from 0 to 10 that contain all our files (compressed of course)
I have been able to point Norton to the E-Drive but it can't "see" the original backed up files......weird thing is, you can copy the compressed files over to the C drive do another backup of those files and then Norton will see the files....but if you restore those, you are just restoring a backup of the backup which doesn't "UNcompress" the date into a usable format.......I'm not a super technical guy, on the back end of things, but I am pretty good at the functional side of things and I can't figure out how to get my data back onto to my hard drive into a format that is uncompressed by the Norton utility.
I understand how to point to the e-drive, it just doesn't see anything other than files that have been backed up on the e-drive since the crash on Sept 12th ....any files backed up onto my e-drive prior to the Sept 12th crash can't be seen (at least by the interface that Norton provides) and I have no options to recover that data ....all I want to do is uncopress the data into a usable format with the compression algorhythms provided by the Norton 360 product....but if Norton can't see the files . how do you "trick it" into seeing it?
Adam, we just discovered that our version is actually 1.3.2.4 (we assumed it was 2 originally just based off of when we downloaded it).
Hello chipper.
You said the files are compressed ?
Version 1.0 does not do any compression of files.
You should be able to go into the backup folders and just copy the files where you want.
If the files are really compressed, then you backed up the files using version 2.0, and should uninstall version 1.0 and install 2.0 to recover them.
Can you verify if the files are really compressed or not?
Try opening a file, and see if it opens.
Dave
Hi guys,
i too have had almost exactly the same issue happen, it is still unresolved.
last week my hard drive crahsed too and i had to install windows/drivers/norton again.
my previous norton had automatic back-up to the ONLINE storage vault set up. (rather than an external drive)
i re-installed norton from disc, got everything updated and working well then took the plunge to RESTORE from my
online storage at norton.
it said "no files stored for this account"
so i checked back up settings, they were all set up correctly to the online storage facility, my email ad was typed in correctly, etc
Also, if i tried to back up a new file and restore it,everything worked ok, but still no back ups available to restore from before the big crash/re-install.
in the "my account" page, it states that only 530mb available of the 2Gb total for storage. so there must be 1.5Gb of files in my account somewhere, but i just cant get to them.
I went online and got one of the norton techies to look into it, they dialed into my pc and moved the mouse around, opened and closed stuff, changed settings, etc, just as i had tried and still got nowhere. i suggested that maybe it was a pc nickname issue and asked if he could look at my account to see what other pc nicknames i may have stored the files away as. He said he could not and left it at that. i changed my pc nickname to several different possibilities, went back to restore and again just the new files were showing, nothing from before the crash. interestingly, it did not matter what nickname i put into the "my account" page, it still showed the new files that had been backed up in the last few days since the crash.
Then i read about the whole v1 v2 backup issues. i realised that i had installed v1 from my disc but before the crash i had v2 running as the menu screens were different, so i used the norton removal tool, took off v1 and installed v2 online, which i must have upgraded too at some point last year. all loaded well, my account worked ok, the backup settings were ready for online storage/restoring.
so i tried to restore and again nothing from before the crash last week, so it's not a compressed/non-compressed issue .........
what can i try now??
is it maybe just a slight difference in the name when i reinstalled windows ?? i think i put the name as it was before, but cant be sure.
it hasn't stopped me accessing my norton account - still showing 202 days subscription and 530mb online storage available from 2Gb total .
please please help !! some of my old files were utter rubish and good to get rid of, but most were important and i need for my business accounts ?
many thanks
steven
Moved to its own thread for better exposure.
Steven,
Could you try and run a small backup to online and then try restore. We have seen instances where accounts were not setup properly and you would not see any backups until you have done at least one on the system.
Matt
We installed version 2.0 and re-restored.
We are now able to open SOME of the files including pdfs, excel, word, and photos but the only way that we can is file by file and some can't be opened (maybe because we don't know which program created them). We can't tell by the naming convention what type of file it is and running triad and other utilities to determine file type by binary signature also doesn't work. How can we determine file types such as quickbooks files which would normally have a .qbb file extension?
Some of our business documents in ms word could be retrieved through doing searches on words in the file... however this is becoming excrutiatingly tedious. I feel for Steven because I too called Norton (after installing version 2) and Ragu (a senior technician, he said) took control of my pc, did the exact same things we did, then called me back and said the files are corrupt and there's nothing he can do. I told him this wasn't the case and asked for his supervisor - he reluctantly agreed, but his supervisor wasn't able to help either.
Hello Chipper.
Did you try to restore to a new location?
Like, to a new folder on the desktop?
And then you went through the new folder, opening files, and they appear to be corrupt?
Or did you try to restore them to the original location?
And then tried to open them after they were restored?
Or, were you not able to do a restore at all, and you are trying to open them from the backup location?
The backup location is Norton_backup\{some letters and numbers}\etc\etc\etc.
We need a little more information and some clarification please.
Dave
Yes, I successfully restored both to a new location (external drive) as well as my new internal harddrive (recently installed after the old drive crashed; incidentally, I have now confirmed that all data is permanently lost on my old hard drive -- and therefore, I'm desperately trying to recover data from the Norton backup). Anyhew, I can restore fine using whatever version, and I can open the files and read them, BUT, not knowing the file extension, I can not determine the program that created each file. I have to go through thousands of files not knowing what each is??
The initial backup was done using version 1 and the restore was attempted using both version 1 and then later, version 2. Both restores did NOT have file extensions for the files, but the files are NOT corrupt as the first symantec tech guy originally told me. I can open the files, but I have to GUESS what program created them - excel, word, adobe, whatever. From what I understand, this is a very common issue.
I called Norton again today and talked to someone new who told me he would do research to see why version 2 wouldn't have the file extensions... He said it is entirely a Norton problem and would get back to me in 24-48 hours. After calling Norton several times with no help, I can't say that I'm confident I'll get any help this time either but thought I would give it one last shot.
Hope this clarifies the issue for you.
Thank you in advance, Dave.
Hello Chippper2.
So, you can now restore successfully, but when you go to open the restored files, they have no file extension?
That does not sound right at all.
It sounds like you just dont have the software to open the files installed.
Try this:
1. Open My Computer to C:\, and click Tools then Folder Options.
2. Select the View tab, and make sure 'Hide extensions for known file types' check box is UNCHECKED.
3. Click OK.
4. Go to the folder where you restored the files to, and check to see if the file extensions are there now.
If the extensions are there, then you just need to google the extensions and find out what opens those files.
let me know if that solves the problem.
If not, there are a couple other things we can try.
Dave
Dave,
Yes, I can restore successfully and so can the Norton techs who took over my computer and did it themselves several times. The problem is that the naming conventions tell me nothing and file extensions don't exist; this is entirely a Norton issue. The 'Hide extensions for known file types' check box is UNCHECKED for all file folders on c:\ but for the Norton backup files (unlike all my other files, the extensions don't exist and the naming conventions are encrypted names that tell me nothing.
Chipper2
My hard drive crashed last week.......lucky for us, we did a FULL backup of all files on our computer to an external Maxtor hard drive (our e drive device) used the norton 360 to do the backup and checked the hard drive afterwards to "see" that the backed up files were actually there.
Installed a new hard drive, got XP up and running,installed all drivers, installed Norton 360.......now the fun part. Had trouble getting Norton to see the e-drive for awhile, got that figured out, but when I go to restore, Norton can only see and restore files that have been created since the crash......the compressed files are sitting there on my e-drive....and even made a copy of the compressed files and moved them onto my C drive as well. My wife spent an hour and half on the phone with Norton support with absolutely no help, and the suggestion was to upgrade (spend more money) to a premium sevice so we could get a tech assigned to our problem...... It can't be that difficult, can it? Isn't this why I have Norton, so if my drive crashes I can recover files from the backup drive?????? What gives?
chipper,
I'm sorry to hear about your troubles with norton 360 backup. First, do you have norton 360 v1 or v2? Second, if you go to restore and click the "Where" button on the first bar you can choose Where to restore from. Do you have any other options than the backup set that only has the new files? Once i have this info i can assist you in taking the next step.
Regards,
Adam