Hello, Newbie to the boards here. Never had a problem before with Norton, but the last few months have been nothing but. Began a few months ago with every time I tried to run backup (to CD-RW), got "this disk has failed" message even though the disks had been used before; even got the message with brand new unused disks. Contacted Norton support online chat which temporarily solved the problem. Then the only way to resolve it was to uninstall and reinstall 360 every time before running backup (annoying but it worked for a while). Now the problem is even with uninstall and reinstall, it runs a full backup (about 7 hours), then at the end I get the message "backup failed". When I look at "details" it appears every file was in fact backed up. I'm using Windows 7 Home Premium/SP1, 64-bit. I'm about ready to chuck it and move on to another program. Any advice would be appreciated.
Hi Chilihead.
Welcome to the Norton Community Forums. 
Sorry you are having problems, I have not come across this before.
To help us try and get to the bottom of it can you give us a bit more info?
- Can you tell us if you had successfully backed up to this CD drive before the problems began?
- When you say you uninstalled N360 was this with the Norton Removal Tool or some other way?
- How large is the backup you are trying to make and how much space is there free on the CD you are using?
- What version of N360 are you currently using?
I look forward to hearing back from you.
Hi Andmike,
Thanks for your reply.
1) Yes I had several times previously backed up to this CD drive with no problems.
2) When uninstalling, I used Norton Uninstall and Reinstall which I obtained from the discussion boards with similar problems. The link is https://support.norton.com/sp/en/us/norton-360/20.3.1.22/doc-not-found?actstat=activated&buildname=Retail&conntype=327000000&coreservice=Startup+Type%3Aauto+State%3ARunning&cpu=Intel64+Family+6+Model+23+Stepping+10&curdefs=20130524.009&datetime=05-25-2013+2%3A13%3A22+AM+GMT&defbrowser=Internet+Explorer&dsfree=705.26&dstotal=782.75&endpointid=%7BBCBC983D-1FB3-11E2-8C14-2C27D7211047%7D&entsrc=CED_Selfheal&env=prod&hbguid=BCBC983D-1FB3-11E2-8C14-2C27D7211047&hcmode=false&heartbeatID=BCBC983D-1FB3-11E2-8C14-2C27D7211047&ieversion=8.0.7601.17514&layout=Retail&layouttype=ESD&lic_attr=21124114&lic_type=16&memload=52&memtotal=3454&module=8701&os=windows&oslang=iso%3AENG&oslocale=iso%3AUSA&osvers=6.1&osversion=6.1+7601.18113.amd64fre.win7sp1_gdr.130318-1533&partnerid=1001720&partnername=Retail&plang=sym%3AEN&plgid=4&plid=81&psn=H8RXW4VHVBQQ&remdays=108&sessionid=%7BB2547588-C7A7-4536-8BCD-AA102170E40D%7D&skuf=21228661&skum=21236413&skup=21242879&spversion=1.0&sublength=109&subremaining=108&substatus=current&symskucurrent=21242879&symskumedia=21236413&utm_medium=product&utm_source=symc&vendorid=1001720
3) I have a 1TB hard drive of which I have used 92GB. I am using standard Memorex High-Speed CD-RW 12X 700MB/80
Min. cd's. I have been using this method for backup for about 3 years now before encountering these problems.
4) I have Norton 360 version 20.4.0.40.
I've never encountered these problems with Norton before either. Liked the ease of use of Norton prior to this otherwise I wouldn't have renewed it last September. Any advice would be appreciated. Thank you.
Hi Chilihead.
Nothing very obvious there then.... If anyone else has any good ideas they will hopefully jump in but in the meantime I will try exploring a bit more if you are content to continue answering my questions.
You say that you are only using 92Gb of space on your disk, but I would expect N360 to back up a far smaller amount. Can you go to Backup: Manage Backup Sets: Preview and tell us what it says...
When you did have a successful backup how many CDs did you use?
I assume that you have not changed the CD drive since the successful backups but have you obtained new CDs possibly from a different manufacturer?
How many different backup sets do you have? Do you just have a "default set"?
As I have never used CDs to do a backup, I hope you will forgive my ignorance, but when you start your backup do you start with a clean new CD or with the first CD from the previous set?
Hello again Andmike,
No, no problem answering questions. This is as much a mystery to me as it is to anyone else.
1) Backup is 14.8GB/131,788 files
2) Successful backup runs 13 CD-RW (Memorex High-Speed 12X 700MB)
3) Have used and reused as well as purchased new Memorex CD-RW.
4) Yes, just have "default set". Should I be naming it something else or have multiple backup sets?
5) Not ignorance my friend. You've probably forgotten more about computer maintenance and usage than I will
ever know. Generally reuse CD's unless I get repetitive "disk has failed" message, then will break out a fresh one. Sure appreciate your help.
Thanks for that info Chilihead.
I suggest that you might like to try creating a new backup set for test purposes. Set it up with a very limited number of files that you know will fit easily on one CD (you can always check with the "preview" option). Run that and see what happens. It should not take long and if it works it may help to pin down the problem area.
Chilihead,
From what I see on computer support elsewhere it is not recommended to use RW disks for backup purposes -- they are more likely to fail or give problems than normal CD/DVDs which for me I prefer not to use for backups because the process is much slower than writing to an external hard drive.
If you must use optical media the best method is to write in the first instance an (external is best) hard drive and then when the backup is complete to use disk burning software to burn the hard drive file to optical media if you must -- such software usually includes an option to break down the single large file into portions that fit onto disks and are linked to bring back the entire set from.
I don't really understand RW disks but I gather that they are not RW in the sense that hard dives are and that you do not literally reuse the same space again and again so that may be why the situation you describe occurs. Why it happens on unsuded RW disks I'm not sure but it might be the verification process failed if that is set to ON (I don't know whether that setting is involved within the N 360 backup system).
If you have an external hard drive it would be worth trying the backup to that and see how that goes -- if you don't they are not expensive these days ..... Just don't buy one so large that your operating system / computer BIOS can't handle it -- 2TB is the max for some older systems.
I don't suoppose you have any idea what the CHAT people did to clear the problem? If you have the support number that identifies it (don't post it if you do) let us know and maybe someone on the Norton Staff can check back to what was done.
Thanks andmike, will give that a try.
Hello Hugh,
Start with the last question first, honestly no I don't know what the CHAT folks did to resolve the problem. The rep did a "remote control", looked at files and did some other steps, but the one thing I did get out of it was a problem with the GEAR driver.
Re the RW disks, I have been backing up using that method for a couple of years now with no problem until February this year. At this point I may give in and try an external drive if it will make the process easier. I have a 1TB hard drive, should I get an external close to that size? Thank you for the info, much appreciated.
The Gear driver is a part of a third party disk burner utility that Norton and other software houses use.
http://www.gearsoftware.com/support/drivers.php
And I know from problems here in the Norton Forums that something can happen to damage or delete them. So that might be what the Support person fixed but your problem is why does it keep happening? I'd hang on for help on that. SOme of the Gurus have been away and fewer Norton Staff are around at the weekend.
I would go for an external hard drive of 1 - 2 TB and I'd make a habit of making an image of the full system drive from time to time as well as any backup you do.
Can you tell me something about your computer itself -- is it a desktop or laptop. If it's a brand could you give the make and the model ID that would enable me to look it up. Are you in the USA or one of the other Norton regions?
It's fairly recent I imagine since you have Windows 7 64 bit -- does it have a USB 3 connection on it or only a USB3. Does it by any chance have an external eSATA connection? Either of those can give you much higher data transmission speeds.
If you have a desktop it is is easy and not expensive to add USB 3 with a plug in PCI card.
I would go for an external drive using 3.5in drives and not the 2.5in ones used in laptops and make sure that it comes with an external power brick, like a laptop uses, to provide the power.
Look forward to more information.
Hello Hugh,
Sorry it took so long for a reply, July 4th and all. Just FYI, I ran another backup on CD-RW Saturday, haven't gotten the XHD yet, and watched the last disk finish to 100% backup - then get the message "Partial Success-Not All Files Backed-Up"; so I look at Details and it shows all the files backed up, no exceptions, ??? Must admit I don't understand at all. But to your questions:
1) HP Desktop, Windows 7-64 bit Home Premium, 1TB HD, model s5-1020, 4GB RAM, Pentium Dual-Core CPU.
2) Yes USA, near Greensboro, North Carolina
3) Must plead ignorance on the difference between USB 3 and USB3. There are built-in USB ports both front and back of
the tower; I also have a USB "extension cord" with 4 ports. Don't believe I have an eSATA connection.
Many thanks for your help Hugh. Appreciate your taking the time. I've been using computers since they came out many
moons ago and will be having my (how quickly it sneaks up on you) 60th birthday on Monday, so I'm still learning new
stuff all the time! Thank you again.
No problem.
<< does it have a USB 3 connection on it or only a USB3. >> is a typo since that USB 3 should have been corrected to USB2 which has a slower data transmission maximum than USB3.
Here's the detailed technical spec for your PC in case you ever need it. And here's Driver downloads and troubleshooting.
I don't know enough about how N 360 does its backup to comment on the Partial report .... whether it is real or refers to files that don't need and don't get backed up .... Hopefully one of the others here can help on that.
I used to be on the technical side of the textile industry -- ran a high tech QC instrument company in the UK called Shirley Developments and moved back here to Florida when I retired -- so I remember the Greensboro NC area. Cone and Burlington especially! Plus the Research Triangle area.