Maximum length of time a open issue stays open at Level 3? CLOUD BACKUP issue

Norton 360 for Windows
1

How long can tckts be open? Mine has been open for over 3 weeks (5/11/25) now on my cloud backup issue. I was originally told I would hear something in 2 or 3 days. I was also told i would get call backs about 4 separate times and never received calls and i waited with my phone all of those times.

ISSUE:
The date of last backup on main dashboard still shows 3.19.25 and that is wrong. Backup ran very recently not 3 months ago. This is not working properly.

Excel file not backed up
PDF not backed up

Need this resolved. Still have some files not backing up.. they are basic PDFs and Excel files.

Product & version number: Norton 360 Deluxe.

OS details: WINDOWS 10

What is the error message you are seeing? N/A. See attached files for info on issues.

If you have any supporting screenshots, please add them: DONE.

2025-05-28 11_36_59-Norton 360
2025-05-28 11_36_59-Norton 360397×109 7.06 KB

actual backup
actual backup710×170 13.2 KB

2

Please remind Community…what Lv1 & Lv2 did/tried

We’ll try to call attention: No promises. No timeline.

3

We have done a reinstall. We did all the troubleshooting that they had. Did all the scans. did the full troubleshooting and ran anything that could help. This is why it is at level 3 because they did all the regular trouble shooting including trying Norton Repair. Also, i have no info on level 1 or 2. I was never told anything was 1 or 2. I was only told at one point that it went to L3 and then that i would be updated in 2 to 3 days. That was 3 weeks ago. I have never received a call back and only when i called back in one time, they said there was an update…That update was that they said it was still in progress. That was it. There is no ETA. it just sits open.

4

Hello @gmPro182
It’s sure is a head scratch.
as test: I created and manually added TEST FILE.pdf…then manually called Sync

992
992930×625 48.9 KB

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Hello @gmPro182
image
image

Please excuse my curiosity.
You have Back up common file types only disabled?

You’ve confirmed the two files are okay…meaning, the Excel file opens okay…the .pdf file opens okay?

You’ve confirmed the two files are not backed up…meaning, you’ve scrolled through your backed up files and they’re not there. I was wondering whether the issue is just the status overlay not changing.

And you’re tried manually adding the files and manually calling Sync?

Sorry, I’ve no notion about the Last backup on…date. I’m not seeing any date on Home page.

Caveat: Automatically sync, Back up common file types only & Show backup status = disabled

5

Hello @gmPro182

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