N360 - Backup keeps claiming another session is running

Norton Security | Norton Internet Security
1

N360 - 3.0.0.135

Vista  Home Premium SP1 - 64bit 

 

I have recently added 10Gb of new files that I want backed up via N360. 

All files are contained in a folder that is marked for back-up. 

Selecting "Run Backup Now" from the main N360 window or N360 quick launch icon results in N360 returning a list of my backup sets with the following message:    

 

     "Failed to start: Another backup/restore session is running!  Files Backed Up: 0" 

 

Prior to this message the standard backup screen is populated for 1-2 seconds then closed.

Re-booting the computer and ensuring that all latest updates are applied to N360 does not fix the problem. 

 

According to N360 my last successful backup (automatic) completed on 30/03/09.N360 reports that I have 40Gb free space. 

 

Any suggestions on how this problem can be resolved?

2

Hi longdiver -

 

Do you have the restore files window or the Norton Backup Drive open while you are running Backup?

 

If so if you could close them and try to run backup again.

 

Thanks.

 

John

Message Edited by John_Brockway on 04-13-2009 02:20 PM
3

These windows where not open. I have re-tried and the problem still occurs.

4

Hi longdriver,

 

Can you post a screenshot of the error message that you are getting?

 

When the error message appears, click "Print Screen" or click "Alt" + "Print Screen". That copies the screen image to the internal clipboard. Paste the image into any imaging program or MS Paint (All Programs > Accessories > Paint). Save the image as a .jpg or .png. Then use any of the public image sharing sites such as http://www.photobucket.com or http://imageshack.com  to store (host) the image.  Once you have a public URL for the image, use the button on the message editor tool bar and post it.

 

Go to the Backup Settings, change the backup schedule from Automatic to Manual Backup in the When tab. Click Save Settings. Then restart the computer and run backup again. Let us know the results.

 

Yogesh

Message Edited by yogesh_mohan on 04-14-2009 12:05 AM
5

Hi longdiver -

 

Let me see if I can narrow down the problem.

 

If you try to open the restore files window in the main Norton 360 window are you seeing a dialog box preventing it from opening that says:

"The Backup or Restore User interface is open (possibly in another user session). Please close the User Interface or restart the computer."

 

Thanks.

 

John

6

John - Thanks for your suggestions - But this did not help.

 

Trying to set the backup frequency top "manual" instead of "automatic" caused N360 backup window to hang - page did not update with details and mouse cursor (spinning wheel) did not stop.  I tried changing the backup frequency twice (both different days & PC rebooted between each attempt) and the hanging problem occurred.

 

I have therefore removed N360 and reinstalled.  Things seem to be working again.

 

Another problem that I have noticed recently - Please let me know if you can help or if I should post another form post.....

 

One thing that I did notice between the removal and re-installation is that N360 adds at least 60 seconds onto boot-up time before the computer becomes responsive (ability to open any applications).  This issue has just started happening over the last 3-4 weeks.

 

Vista starts as usual and displays the standard Aero background but it takes 60 seconds before the computer (applications) can be used.

 

When N360 is not installed I can start accessing applications within 1 to 2 seconds of the Aero desktop being displayed.

 

Do you have any suggestions how I can stop this annoying delay?

 

thanks in advance.

 

Vista home premium - SP1 x64

8Gb memory

N360 v - 3.0.0.15

 

 

 

 

 

 

7

Hi longdiver -

 

I passed along a post to our support group for another customer that has seen this problem.  I can let them know about this post and see if they have resolved the issue.

 

Thanks.

 

John

8

John - Thanks for the prompt feedback.  It would be good to understand if there is a fix/solution - Do you have the original post that I can look at?.

 

Mark.

9

Here is the original post:

http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=9499&view=by_date_ascending&page=1

 

I have been unable to reproduce this issue on test systems and have turned it over to support to collect some more relevant data.  I let them know about your issue as well so someone may be contacting you through either a private message or through email.  I will let you know if they respond to my request.

 

Thanks.

 

John

Message Edited by John_Brockway on 04-15-2009 11:53 AM
10

Hi John,

 

Any update from the developers with regard to your request?

 

I have had no requests for additional information?

 

Is there a way of raising this issue higher?  What is the Norton policy for refunds?

 

thks.,

 

Mark.

11

Mark,

 

I handle most of the escalations for our online backup group and I would be happy to take a look at your account and let you know what is going on if you would like. If you'd like me take a look, send me either a forum PM or an email (my email address is in my profile) and I will get back to you right away with what is going on and hopefully suggest a solution. 

 

Sorry I don't know the specifics of our return policies.

 

~scott 

12

Well let me just chime in here and say I'm having the same issue. I had problems with my 360 v2 backups last year until it settled down and I got regular backups just fine, thank you until I upgraded to v3. All the computers on my home network needed backup reconfig, which I guess is understandable, but they also reported that no backups had EVER been made, which was a little disconcerting. So far I have only been able to get one of them (the windows xp machine) to execute backups to my network storage drive.

 

The laptop (vista 32) reports that the backup was successful but somehow N360 believs a successful backup of 3.9 gig of files is somehow defined as zero files  backed up... curious... however:

 

The machine I'm worried about is my 'main' a wireless windows vista 64 home premium sp1. N360 v3.0.0.135

 

N360 reports that a backup has not completed recently (or ever, as far as it's concerned)  Hitting Fix Now changes the orange ATTENTION button to a blue FIXING button and eventually the Activities and Scans window opens up stating it's Starting the Backup-DefaultSet. 2 and a half hours later it says it's Running, but no files have yet been processed (Completed: 0).

 

I'll update this if anything ever changes, like completed still = 0 but called successful backup, as above...