I've just moved from version 5 to version 6 by allowing the v5 to expire and starting a new version 6.
On the PC, N360 says that I need to 'log on to your Norton Account and reactivate using your new subscription'. However there is also a Fix Now which can be pressed. This opens a dialogue titled 'Norton Account' tells me it's Gathering Data, then reports back 'Congratulation! You have successfully activated Norton 360 Online Backup with 6.00GB of online storage. Click next to continue storing your files online.' However nothing has changed. Backup fails and complains with the message in Details 'Please log on to Norton account and activate your online backup subscription.' The PC end seems a waste of time.
Logging on to my Norton Account on the Web, I've opened the Product tab and clicked on the 'Access your online backup files', logged in and can see the previously done backup sets. The 'Backup Now' and 'Settings' tabs are greyed out but the 'File Actions' is available. Clicking on 'Subscriptions Info' takes me to 'My Subscriptions' with my latest Norton 360 shown as expiring on 14/02/3013. In the top right is a link 'Activate Norton Online Backup'. Clicking on this takes me to 'Activate Storage' 'Please enter your Product Key'. I enter the Product Key from the Product tab and then are taken to 'Getting started with Norton Online Backup with 'Buy Now', 'Activate', Try' and 'Use for Free with N360'. The Norton Account end looks OK if very confusing about exactly what subscription (if any) I have but it still doesn't work. The acid test is: Can I run Backup on the PC and then see the files in the Backup Drive. NO!
Does anyone know what's happening here please? The PC end is a mess. How can it say it's activated when it hasn't and then insist on trying agaian, and again ....
At the moment I think N360 v6 is a load of ****. Would anyone care to try to convince me otherwise by solving my problem? Any help gratefully received.
I am having a similar problem. My 52gb of online storage is no longer available through Norton 360. I go through the reactivate process and it doesnt seem to do anything. I have just completed removing and reinstalling 360 without any change. I am at a loss to work out what to do.
I had exactly the same problem - after I used Norton tool to uninstall and reinstall the product the error doesn't exist in N360 screen but available storage is still zero and no backup can be done -however uploaded file are still there 250 MB out of 2 GB available. If i delete them and do backup again who guarantees it will be succesfull with zero available online storage space?
Removing and re-installing doesn't sound like a solution although I can see I'll have to try it to prove it doesn't work.
I've tried everything I can think of at the Norton Account end and nothing seems to make any difference.
As for deleting the backup sets, it doesn't make any difference. In the Where (online) tab, the Secure Online Storage has 'Click here to activate your Secure Online Storage' in red underneath. It's simply not available no matter what I try.
I think I'll just have to give up on Backup (and move to Kaspersky in 11.5 months).
Removing and re-installing doesn't sound like a solution although I can see I'll have to try it to prove it doesn't work.
I've tried everything I can think of at the Norton Account end and nothing seems to make any difference.
As for deleting the backup sets, it doesn't make any difference. In the Where (online) tab, the Secure Online Storage has 'Click here to activate your Secure Online Storage' in red underneath. It's simply not available no matter what I try.
I think I'll just have to give up on Backup (and move to Kaspersky in 11.5 months).
Rog.
Hi Rog,
Before you leave us have you contacted customer support here: http://www.norton.com/chat to see if they can assist?
If you do feel it necessary to change products be sure to download and use the Norton Removal Tool before you attempt to install the security product of another vendor. Security products down't play well together.
Hope to see you around the forums for a long time to come
Thanks for replying. I'll be around for 11.5 months yet as I've paid good money for the product.
The other features work anyway. I was hoping that Norton people would look at the forum and proactively do something like look at my account but nothing so far. Chat will turn into a long drawn out and ultimately fruitless session I suspect. Maybe I can e-mail someone directly with the symptoms.
It seems like others are having similar problems so there might still be hope!
so I've tried the "fix now" button again this morning. and now, after the "gathering data" part, the message now says "We are not able to proceed with Norton account at this time. Please try again later." I guess the problem is on their side and not our machines?
Greetings All, you can add me to the list as having the same issues. You can add to that I'm also getting a message that I need to verify my email address on the Order History Page. I am getting emails for some things but not for verification of the on line backup space purchased. The only verification I have is on the website itself saying it was purchased but it does not show up on my end. Still showing 0.0 space available. It's very frustrating when a company as large as this comes up with a new product that "they" say is ready and to have issues like this. It's very inconvenient to the consumer and those of us that are experiencing these issues should be compensated for our troubles.
I'm sorry for the backup issues you're seeing. Our team is looking into this problem, but we need some help. I've sent you all a Private Message (the yellow envelope in the upper right-hand corner of the forums) with information on gathering and sending logs to us. If you're able to generate and send the logs, this would be a big help.
Also, if you have any more details about how you updated to v6 and your system info (Operating System, service pack, etc), that too would help. Thanks.
I have another post on the board about backup failure. Mine is from a fresh install of norton 360,none previous. Not an upgrade problem but an inheriant problem. edit Windows did an update and then my problem started . Maybe thats true for others?
I tried collecting the information (logs) that they asked for but when I tried to send it to them using the username and password they gave me I received this message:
Invalid User ID and/or Password
Some browsers attempt to store pages into cache (memory) which may cause you some difficulty logging into the site. If you are certain you are logging in properly with the correct username and password, try closing your browser and launching it again before attempting another login.
The remote did not work either. They could not get their Support-LogMeIn Rescue to work so they wanted me to go through the uninstall and reinstall again. I just had them refund me for my subscription renewal and will find another worthy product to house on my PC. Good luck to you all.
Hi all, I had exactly same issue with backup not working on 360 v6, norton account not authorising or just looping constantly back to fix issue. Spent 2-3 hours last night on chat live facility - eventually all fixed and working! First operator took control of my laptop via remote fix & uninstall / reinstalled to no avail, escalated up to a team leader who tried same, then had to delete Norton in safe mode, made some registry adjustments, downloaded a Microsoft fix of some kind (other users have said like me a windows update recently done) and eventually reinstalled & all working. Sorry this isn’t a full self fix guide but hopefully a light at the end of the tunnel…Good luck!
if anyone is still having this issue, i would suggest a "live chat/remote session". process took about 45 minutes. basically an uninistall/removal tool/manual deleting of some stuff". then reinstall. i couldn't see which files were deleted (too fast) but the whole process was quick and painless. all it working perfect again!
I have recently update my Norton 360 v5 ro v6 and I have also had the same issue! I have sat for 2 sessions with Norton Support Chat over the last 3 days, both of them taking longer than 2 hours, when they are finished It seems to have been solved and then I reboot in future and bingo it is back! They have tried the following:
Clean reinstall (using Norton removal tool)
Repair my registry
clear out temp folders
Live update
etc etc
None of this worked for me!
It looks as though Norton might be losing a customer in 214 days! Absolute rubbish piece of software!
