I cannot retieve my files. Here's my situation: my hard drive failed (both primary and backup). I had to get a new hard drive installed. I reinstalled Norton 360 and then went to retrieve my files. The only thing I can "see" is the new "default backup" created when I reinstalled the program. I have 16.3 GB of material stored on the Norton server, but cannot access it. I spent almost 7 hours online and on the phone with various and sundry technicians on Tuesday and they could not solve the problem. I was promised a phone call Wednesday afternoon from someone from the research section and it never happened. I responded to an e-mail sent to me stating that if I still needed help to contact them--I did on Wednesday and I'm still waiting for contact of any kind.
I suspect that this is occurring because with my new hard drive, my computer "looks" new to the server. It is appalling that the people at Norton can't access their own server to get me my information. All of my law school work is in the nearly 17 GB of material I have presumably stored in the "safe on-line storage". I am not satisfied with the quality of support I am receiving and would like a refund of the money I have spent on this account.
It doesn’t work–hence the problem and my frustration. The only thing your server tells me is there is the default backup file I created when I reinstalled Norton 360 on my machine after replacing my entire hard drive. The account clearly shows only 10.3 GB of storage remaining, but I cannot see the file I originally created when I bought the additional 25 GB of storage last fall. That file has approximately 17 GB of music, pictures, law school documents, etc.
If you have re-installed Norton 360 v3 you can attempt to find your files through the Norton Backup Drive. The Norton Backup Drive should display any backup data on the server (whether it is owned by your computer or not) as long as you used the same Norton Account. To navigate to the Norton Backup Drive simply open up My Computer -> Norton Backup Drive -> Secure Online Storage. From here you should be able to see all of the Backup Sets that are recognized for this Norton Account. If you find your files you can right click them and select Restore, or you can Drag/Drop them to your desktop or any other location.
I'd like to have our engineering team take a look at your account in additional detail. In order to do I'll need to obtain the email address/username you use for Norton Online Backup to proceed. Can you please send me this information via a private message and I can then see what additional steps we can take to help get your issue resolved.