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PC: Intel Celeron CPU 2.6Ghz, 512MB or RAM
OS: Windows XP Home Edition with all the updates installed with SP3.
Norton 360 is fully updated from Live Update
Problem:
I am unable to restore from the backup DVDs from my clients computer. My clients PC's hard drive has failed but before doing so he has mentioned that he successfully made the backup to two DVD's with Norton 360. I have since reinstalled Windows and reinstalled Norton 360 successfully on a brand new hard drive but when I try to select the DVD option from Norton's 360 Restore I get a general error;
"Norton 360 was unable to find a valid backup on the inserted disk, or no disk was present. Would you like to try again?"
Windows Explorer shows the DVD and I can view the N360_BACKUP folder with another folder which appears to be some long Hex number in between the brackets { and }. Deeper into the directories of the backup DVD there are more folders starting with {0, {1, {2, etc...
How can I restore my clients files onto the new hard drive? I presume that these files are encrypted and that only Norton 360 will be able to restore them? Is the backup DVDs corrupted?
I have copied both DVDs to the second Hard Drive partition (presuming that the DVD drive may have a challenge reading the disks) but I am still unable to get Norton 360 to detect these files. I have noticed that Norton 360 creates two files backup.@db and a hidden *.DAT file named DiscID. It seems Norton 360 tries to look for either both of these files or one of them so that you can see the option to choose the backup files from the Hard drive. I find that upon when Norton 360 creates its backup it creates these files right after the N360_BACKUP directory.
In my case for example;
D:\N360_BACKUP\backup.@db
D:\N360_BACKUP\DiskID.DAT
When creating a backup that has to be spanned across multiple backup DVDs however, it creates a different path.
On DVD #1:
E:\N360_BACKUP\{0338B7BD-7F37-49D7-9F9D-9B8D03FFFB68}\DiskID.dat
On DVD #2:
E:\N360_BACKUP\{0338B7BD-7F37-49D7-9F9D-9B8D03FFFB68}\DiskID.dat
E:\N360_BACKUP\{0338B7BD-7F37-49D7-9F9D-9B8D03FFFB68}\backup.@db
Unfortunately, there is no option in the restore part of Norton 360 where I can "choose a path/directory" where my clients backup files are located on the DVD if it follows the rule on the hard drive;
"Path of backup directory & drive" /N360_BACKUP/DiskID.dat
"Path of backup directory & drive" /N360_BACKUP/backup.@db
It will only show radio buttons to choose between the Hard drive (with the pre-determined path only created when you create the first backup path location), Backup DVD or the Secure Online storage after I click on the Change button.
In the mean time a quick Google search which brought me to your support site on these types of Norton backup files turns out to be pointer files to where you can locate them in this guys case in the link:
http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=2
His case however, he was able to see some files but not the rest. In my particular case, the backups are restored on 2 DVD's and Norton 360 appears to be having a challenge opening them. The end result was that he was in contact with Norton developers and they used a tool to recover the files one by one. Before I try Norton Online Chat support I would like to know if anyone can help me here on the forums or give me any pointers on what to do next.
Thanks!
Max
[edit: fixed link.]
I maybe able to reslove the issue if I can upgrade to version 2. I remember now that my client mentioned that when he had an issue with renewing his subription he was mentioning that a Norton agent when online and remotely accessed his computer to update his Norton 360 subcription. I can only presume that he did the backup with version 2.0 and version 1 is not reading the backup DVDs.
Hello Maximus.
You can look at the contents of the backup folder and determine which version of N360 backed up those disks.
If there are files with regular file extensions, and you can open these files, then they were backed up using V1.0.
If the files have wierd names/extensions, and you cannot open the files, the backup was from v2.0.
Also, if the backup was from v2.0, you may need to insert the 2nd cd/dvd into the drive, to get backup to see the backup set, and to be able to restore.
Let us know how it goes.
Dave
It is also possible that N360 cannot detect the DVD drive for some reason. If this is the case then you can restore your files by copying the N360_BACKUP folder to the root of another drive (like C:\) and trying to restore from there.
Regards,
Adam
Dear Adam,
I'm having similar problems and have tried all the fixs on the symantec website including a technician remoting accessing my computer to fix the problem... no luck!
Please explain how one can copy the files to the hard drive and restore them from there? I have copied them to my C: drive, and have run the nortons 360 ver 2.0 restore backup option but it does not detect this backup.
Is there a trick to it?
Regards,
Rodders
Forgot to post this but I have re-installed the same version of Norton 360 as the one he has originally backed up from before my clients hard drive crashed.
Current Norton 360 version: 1.3.2.4