When I click purge files I get this message:
Something went wrong
Norton Online Backup is sorry something went wrong and will look at it right away.
They've been saying that for days now. I need to back up and can't do it until I've purged my files.
I still can't access the page. I'd appreciate any help you can give. Thanks.
Are you trying to purge the entire set or just a single file?
I would like to be able to see what files have been backed up so that I can both purge those I don't need and change my settings. I have 75GB of storage space which should be about 4X what I need, so I'm trying to figure out what is taking so much space and get rid of it. I am now able to get to the page that shows the folder tree, but I can't get any file listing for any of the folders. The little wheel spins forever and then I get an error message telling me to try again. I have tried repeatedly.
Based on the details and what you'd like to do I think its best if we speak with you directly. I've sent the contact details to you via private message. Please call the number and we'll help you get everything sorted out.
Your tech worked with me for about 45 minutes, and his ultimate recommendation was to purge everything and start over with just the files I want. Starting the backup over from scratch would take 40 to 50 hours to upload, and I would be without any backup files for several days, not to mention the excessive use of my system resources while I try to work. I have occasionally been able to get in to purge individual files, but mostly I get an error message saying the file list can't be retrieved. I finally broke down and bought more space and now have at least 4x what I actually need because so much unnecessary data had been backed up based on the check boxes you provided. I am thoroughly disgusted, have put way too much time into this, and am looking for an alternative service. Not your tech's fault, by the way. The product simply isn't working as it should be.
I'm sorry it didn't fully work as it should have. Based on all the info I have on hand it is definitely a problem with the one data set. In regards to system resources - you can configure the backup to run when you aren't using the machine. That's one of the benefits of scheduled backups. The only thing you'd have to do is ensure its on and logged into your profile at that time. The data can be backed up in sections, specific categories, as well so the whole set won't have to be selected at once. Send me your Norton email address and I'll see what I can do in regards to the extra space.
I have signed up for another service, checked all the files I need backed up, and I am using about 19 G of storage. NOBU, based on its own selections, has me using 75 G of storage. This is absurd, clearly something major is wrong with how the system selects files to back up, especially if they then can't be purged.
Allup
Can you send me the same info I requested in the above post? I can have the account checked to see if there are any issues including the quota being off. It may come down to having you work with an agent to see the purge issue directly. We can discuss that after we look at your account though.
I am reaching my storage limit and I want to purge some stored files. However, when I click on "purge files," I get a "page not available message." This has been going on for several days. Help! Thanks.
When I click purge files I get this message:
Something went wrong
Norton Online Backup is sorry something went wrong and will look at it right away.
They've been saying that for days now. I need to back up and can't do it until I've purged my files.
Hi @Oldcurmudgeon,
Sorry for the inconvenience, please let us know if you are still facing an issue with purging Online backup data.
Sunil G A
Norton Forums Administrator
Symantec Corporation
Thank you for your response.
No, unfortunately, I still haven't been able to solve this. I did have an online chat with support. After investigating for some time he told me he would be able to delete all my files. However, I just wanted to do a selective purge, getting rid of the less important files to make more room. He told me I couldn't do that. Is that true?
I still get the same message when I go to "purge files":
Something went wrong
Norton Online Backup is sorry something went wrong and will look at it right away.
Which, after all this time, is beginning to sound rather comical.
In any case, this brought up another issue, which is that although I only have 11.1gigabytes of files backed up, I am told that 100% of my 25 gigabytes of space is being used. The support person couldn't explain this and "escalated" my problem to a higher level. However, I was just left hanging for an hour and eventually gave up waiting for the higher level support person to arrive.
No offense to you personally, support guy, but this is a terrible product with misleading advertising and inadequate tech support.