Cloud Backup using Norton 360 version 25.2 on Windows 11 - Does it work?

[bjm]

@Mitch.Green

Thanks, but I doubt it is just on my side for this reason: When I look at “my.norton” on the web and open up Cloud Backup, I see 4.7 GB of data stored, but only a handful of folders and files that add up to maybe 20 MB of files. If the problem were on my side, why am I seeing the same few files on my laptop Norton 360 app on Windows AND ALSO the same few files on the my.norton web site? Thank you!

PS - I still have not heard from Level 2. They promised to call within 24 to 48 hours and we’re now up to at least 128 hours (of course, that includes a weekend.) Still frustrated.

head scratch…so, Norton side is borked?
were my machine - I’d try Norton support, again…sometimes different agent…may yield different result

[Mitch.Green]

BJM, you are the best!

I’m putting all my hopes on Level 2 and am updating the escalated incident daily but still no response. If they don’t respond and resolve the situation I’ll consider not using Cloud Backup at all. And, sad to say, I’m having my doubts about using Norton in general.

[bjm]

@Mitch.Green

1. I’m putting all my hopes on Level 2 and am updating the escalated incident daily but still no response.
2. I’m having my doubts about using Norton in general.

1. updating daily by reaching out to Lv1 support?
2. me too

trying to imagine what’s what with Cloud Backup = anychance you have more than 1 Norton account?

[Mitch.Green]

Hmmm! That’s an interesting question. All of the older backups (some as old as 2009 maybe) were under one email id. When I got Lifelock, I used the same ID. When I got the new laptop this month the people on the help line said my account had been “migrated” whatever that means and that I should use the old email id with Lifelock, and some other email id with Norton 360.

Like you, I now wonder if this has anything to do with my issues.

And yes, I “update” my case with Level 2 by contacting Level 1 through online chat. I don’t know how else to get information to Norton support on any level except by calling their phone line and that takes a LOT of effort going through the levels of voice response unit and music while on hold, so the chat is simpler.

[bjm]

@Mitch.Green

I have had many issues with Cloud Backup on a new Windows 11 install laptop.

@Mitch.Green

When I got the new laptop this month

I was reading new Windows 11 install with your opening post…that you had recently installed/re-installed Windows 11.
Now, I’m reading new laptop…thinking you acquired a new W11 laptop.
Now, I’m thinking that you had not recently installed/re-installed Windows 11.

[Mitch.Green]

Sorry I was not clear in my comment. I reinstalled NORTON 360 on my new laptop that CAME WITH Windows 11.

I should read my posts closely before I hit enter!

[bjm]

@Mitch.Green

Sorry I was not clear in my comment. I reinstalled NORTON 360 on my new laptop that CAME WITH Windows 11.

I’m sorry for mis-reading your messages.

Okay…so you recently installed Norton 360 on a new W11 machine.
Did new machine come with preinstalled security trialware/program?
Did you properly remove all trialware/pre-installed security solutions before installing Norton?

[Mitch.Green]

The laptop only came with standard Windows Defender software, but I did nothing to change or activate it. (I’m almost certain that’s what I did when I first got Windows 10.)

There was not any trialware or other security packages install. It was an absolutely new laptop, so I did not uninstall anything.

[bjm]

@Mitch.Green

The laptop only came with standard Windows Defender software, but I did nothing to change or activate it. (I’m almost certain that’s what I did when I first got Windows 10.)

There was not any trialware or other security packages install. It was an absolutely new laptop, so I did not uninstall anything.

Okay. Thanks. I was hoping something obvious was overlooked.
And new W11 machine appears to be running okay except for Norton Cloud Backup.
And Norton 360 appears to be running okay except for Norton Cloud Backup.
My apologies for picking at this.
Just keep wondering why…Cloud Backup is misbehaving.

[Mitch.Green]

I must say, you are really tenacious! Please take that as a compliment.

[bjm]

Well, your issue intrigues me…it’s new to my ears.

@Mitch.Green

Thanks, but I doubt it is just on my side for this reason: When I look at “my.norton” on the web and open up Cloud Backup, I see 4.7 GB of data stored, but only a handful of folders and files that add up to maybe 20 MB of files. If the problem were on my side, why am I seeing the same few files on my laptop Norton 360 app on Windows AND ALSO the same few files on the my.norton web site?

and I’m po’d that Norton support is _____________

Um, would you consider going back to Norton 360 v22?

Um, is new W11 machine your only machine now?
Norton 360 on other/another device?
You’re aware… Norton 360 cloud storage is shared.

[RobertS]

Hi @bjm,

Re your post

Cloud Backup using Norton 360 version 25.2 on Windows 11 - Does it work? - #35 by bjm)

@RobertS

FWIW I am using Local Backup to Network Attached Storage (NAS) in v25.2 on Win 11 and have successfully tested backup and restore on approx 233GB and seems to be working reasonably well.

Hello @RobertS
@Mitch.Green refers to Cloud Backup
Thanks for NAS feedback

Understood, it was simply a FYI as I guess both work in a similar manner to Cloud

[Mitch.Green]

If Level 2 says to go back to v22, yes. I’m not going to do anything else until they call back.

I still have my Windows 10 machine. The Windows 11 machine is new. I had other laptops in the distant past but did not actively use Cloud Backup on them. BTW, the 25.2 version of Norton 360 does not seem to see and backup new files since maybe autumn of 2024 so I’m beginning to think this is a “new version” of Norton issue and not something stupid I am doing. I also did nothing special to upgrade Norton on that machine, it just showed up one day I guess.

I’m aware the Cloud Storage is shared.

[Mitch.Green]

Thanks to @RobertS !

[bjm]

@Mitch.Green

If Level 2 says to go back to v22, yes. I’m not going to do anything else until they call back.

I still have my Windows 10 machine. The Windows 11 machine is new. I had other laptops in the distant past but did not actively use Cloud Backup on them. BTW, the 25.2 version of Norton 360 does not seem to see and backup new files since maybe autumn of 2024 so I’m beginning to think this is a “new version” of Norton issue and not something stupid I am doing. I also did nothing special to upgrade Norton on that machine, it just showed up one day I guess.

I have a W10 machine, too. Norton Cloud Backup runs okay on my W10 machine…since v24 release. Admitting, I’ve deleted all v22 backup sets & I’ve clean reinstalled Norton 360 v24/25 numerous times since v24 release.

Does Norton Cloud Backup run okay on your W10 machine?
and you have disabled (red) Backup common file types only?
and did you try Remove only? for a cleaner Norton 360 re-install?

We’re hoping you’ll hear from Lv2.

[bjm]

@Mitch.Green

Thanks to @RobertS !

+1

[Mitch.Green]

I’ve decided to stop hacking after this issue until I hear from Level 2. I’ll post the good (or bad) results here when they finally contact me. Thanks.

[RobertS]

@Mitch.Green

I’ve decided to stop hacking after this issue until I hear from Level 2. I’ll post the good (or bad) results here when they finally contact me. Thanks.

Good luck Sir - I find Norton Support frustrating at their best.

[Gayathri_R]

Thanks for notifying, @bjm

@Mitch.Green

Could you please send logs and let me know?

1. Open Norton Main UI
2. Click on Settings
3. Go to Troubleshooting tab
4. Toggle ON settings - Enable Debug Logs
5. Click on Send Logs and proceed to collect and send logs to backend

[Mitch.Green]

Thank you! I have enabled and sent logs for this specific Case ID just now. (March 13 at about 10:00 am Eastern time.) File ID MY4TM

Would you like me to take some sort of actions and then send the logs again? Thanks.