Is there a better way to get a response from the "Dedicated Support Team"?

[SoulAsylum]

@gmPro182 We are trying to answer your questions here:

Some files not backed up. Why?

@gmPro182 Have you read through this knowledge article from Norton? It appears that Norton will not backup files to the cloud or otherwise that have not changed since the last backup. This is to conserve storage space. The article is a bit dated, back to 2022 but still should serve as a guide. Note: I suggest using Macrium Reflect vice Norton to get a better handle of what, when and where regarding your backups. Norton will NOT perform a full OS drive backup. SA

SA