Issue abstract:
I cannot access or restore my existing Norton Cloud Backup on a new Windows 10 PC. The app only shows an option to create a new backup, even though my cloud storage is already used.
Detailed description:
My old SSD is damaged, but I had Cloud Backup enabled. My account shows 54.9 GB of 125 GB used, so my data should still be in the cloud.
Now I am on a new Windows 10 PC and installed Norton 360. In the Cloud Backup section, I only see the storage bar and the option to “Backup for this PC”. There is no restore option.
On the website (my-norton), I can see my backup, but I can only download files one by one, which is not useful for this amount of data.
I already checked all settings in the app but could not find any way to restore my backup from the Norton 360 Desktop app.
Product & version number:
Norton 360 Deluxe (latest version)
OS details:
Windows 10 (old and new PC)
What is the error message you are seeing?
No error message. The restore or download option is missing.
Why You Can’t Download Folders Online
The online interface at the Norton account page is a lightweight recovery tool, not a full-featured file manager.
No Bulk Actions: The website only supports the “Download File” command; it lacks the “Download Folder” or “Download All” functionality found in dedicated cloud storage like OneDrive or Google Drive.
Security Architecture: Backups are stored in a proprietary format that requires the Norton “engine” to reassemble the data into a readable folder structure during a restore.
Because the web portal still only supports single-file downloads, you must use the internal restore tool within the Norton v26 application to retrieve entire folders at once.
In Norton v26, it is a known issue that the new backup engine fails to automatically “see” or populate legacy backup sets from previous versions (like v22) or other computers. Because the new app prioritizes a single “working/sync” set per device, older cloud sets may not appear in the default restore list.
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Did you try ARestore utility tool? https://liveupdate.symantecliveupdate.com/upgrade/ARestore/ARestore.zip
To ensure the ARestore tool works correctly on your new computer, follow these formatting rules:
Extract Both Files: The ZIP contains two essential files: ARestore.exe and ARestore.loc. They must remain in the same folder together to run.
Administrator Rights: Right-click ARestore.exe and select Run as Administrator to give it permission to write files to your new drive.
Target Folder: When restoring, do not attempt to restore to “Original Location.” Instead, select a New Location (like a new folder on your Desktop) to avoid permission errors caused by different Windows usernames on your new PC.
If the tool still doesn’t see your backup sets, try signing out and back into your Norton account to refresh the cloud metadata.
AI sourced content may make mistakes Caveat: I’ve not tried ARestore tool long time
Thank you. Firstly not “cloud backup” but from a local NAS. I can use the ARestore.exe and that does work but i have noted it is only file based no folders.Also you don’t appear to be able to seach files. I’m almost at a point where one of the primary reasons for Nortons, which is for backups, is pretty horrible. I’m going to start looking at other backup products but it will mean that I will question the value of Nortons as a product, given I only use it for anti-virus for protection and for backups. I don’t use the other capabilities as I have better products for other services.
Hello @Davot10
Oh okay…you can use ARestore tool from local NAS.
Have you considered IDrive?
Local Backup Storage is Free: The ability to back up data to a local destination (like an external hard drive or NAS) is included for free with all IDrive plans, including the free tier.
Capacity Limit: The only limit on your local backup size is the physical capacity of your local storage device itself.
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Have you considered Haselo Backup Suite?
Hasleo Backup Suite is completely free and allows you to back up as much data as your local destination drive can hold.
If creating a “default” backup set is required, does that trigger the app to refresh and pull existing cloud backup metadata, or is it just a workaround that sometimes works?
Is there any way to manually refresh or resync the backup list in Norton v26 so that older cloud backup sets become visible?
Regarding the ARestore tool, is it actually compatible with cloud backups, or strictly limited to local/NAS backups?
Also, is the issue with older backup sets not appearing in v26 considered a known bug, or intended behavior of the new backup system?
If there is any method to restore full folders from cloud backup without relying on the web interface, I would appreciate clarification.
Hello @David_Richter02
I’ve not tried to restore v22/older cloud backups via v24+
When v24 was released. I deleted v22 cloud backups and started over via v24+
Try signing out of your Norton account from your 360 app. Click on your initials at the top right of the 360 screen and click on Sign Out. Then restart your computer. Restart, not shutdown and startup again. Then click on the user icon at the top right of the 360 screen and sign back into your Norton Account. Then try accessing your Backups again.
Be sure you are logged into a Windows Admin Account when doing this.
The restore backup option just appeared after some time, I don’t know exactly why. I’m currently downloading the whole backup to my drive at once.
For some reason the download has already reached around 80 GB, even though my backup was initially 54.9 GB. I’m not sure why that is, but so far I’m not seeing any duplicates or issues, so I’m fine with it for now.
Still Thanks to everyone for the help, and the quick replies.
