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Issue abstract: Several issues with Cloud Backup on Version 25.2 on Windows 11
Detailed description: I have had many issues with Cloud Backup on a new Windows 11 install laptop. The most annoying issue is that even though almost 5 GB of storage is backed up, I only see two files (both of which I backed up individually.) The listing of files only shows c: and none of the folders or subfolders for any other files are listed.
I guess my question is whether anyone in the community had gotten Cloud Backup to function as advertised. Thanks!!
Product & version number: Norton 360 25.2.9898 (build 25.2.9898.0)
OS details: Windows 11
What is the error message you are seeing? None.
If you have any supporting screenshots, please add them:
Thank you for the very complete response, but your screen shots do not match what I’m seeing. I guess I willl try (again) to uninstall and reinstall the whole product and hope I see the “Back Up This PC” button this time.
Thank you for your complete response. Sorry for the delay. I did everything you suggested and still have similar issues. Here’s what I did:
Deleted all old backup sets for this laptop.
Reset settings to default.
Reinstalled using Remover tool.
Performed a live update (no changes were needed.)
Checked the level (25.2.9898 build 25.2.9898.916)
DID NOT SEE a “backup this PC button”. However, it appeared to backup something for a total of 0.01 GB. I then checked and “Backup Common files” was set off (red).
The only folders listed were c:\users and c:\recovery. a few files and subfolders were in each.
I indicated “Add Folder” and highlighted just the c: drive. The software started synching for about 8 minutes or so but nothing new showed up in the file listings. I noted that the backup set was now 4.7 GB in size.
I tried many different times to add other folders and subfolders with no changes seen.
I selected a few files to add using the “add files” function. Those few files and all the folders in their path showed up on the file listing.
I added a “test” file into one of the folders that was created and did a synch of that folder and the c: drive. The test file did not show up.
So I have not resolved any of my issues, even with your support, multiple calls to the first level of support and an escalated Case ID. Let me know if you want that case number. By the way, I have not heard from the higher level support yet.
are you Windows Admin user account?
are you W11 24H2?
was Cloud Backup working for you with 25.1?
did you try Remove only and then scour File Explorer for remnants (and CCleaner for registry remnants) and then pull fresh installer from your Norton account?
I’m glad it worked for you, but I’ve reinstalled Norton 360 twice and reset the defaults three times and have never seen the screen you posted. I must be doing something wrong but I can’t figure it out.
Well, I have an open escalated incident with Level 2 (if they ever finally contact me) and maybe they can help. If not, I guess I’ll just manually backup to OneDrive and forget about Norton 360 Cloud Backup since I can’t make it work properly.
are you Windows Admin user account?
are you W11 24H2?
was Cloud Backup working for you with 25.1?
If your Norton is not working as expected after you’ve tried Reset to Default & Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Norton Community is primarily user-to-user “working” product help.
I am at Windows 11 24H2, just installed fresh on 3/1.
I don’t know if it was working on level 25.1 because I used Cloud Backup in the past on Windows 10 when Cloud Backup used to have many more functions and features and definitely worked then.
I’ve got an incident open with support, but I’ve gotten more useful information from you than I got in three separate phone calls with first level support. They even used remote access to see my screens and they couldn’t help at all. Thank you!
did you try Remove only and then scour File Explorer for remnants (and CCleaner for registry remnants) and then pull fresh installer from your Norton account?
are you signed in to your Windows Admin user account or to a Windows Standard user account?
I definitely did not use Remove only. I have no idea what the rest of your question refers to since I’m a user, not a techie. But thanks for the suggestion!
Well, I’m not stupid, but I’m not fully competent. Truthfully, I expected something as simple as Cloud Backup would be easier for a basically competent user who is willing to try to fix things. Frankly, I’m frustrated with the official support.
Would being an administrator make any difference in this case? I have not had any problems installing software or modifying system setting. I’m just a retired guy who wants to back up his laptop.
Cloud Backup has worked for me since v24 release. Sorry, I’ve no notion why Cloud Backup is not working on fresh Windows install with fresh Norton 360 install.
I’m always in Windows Admin user account.
Are you in Windows Admin user or Standard user account?
was Cloud Backup working for you with 25.1…before v25.2?
did you run Norton 360 v24? v22?
