New Norton 360 Premium Online Backups Failed

I thought my backup problems (lack of online space with old 360) were solved when I got the Premium Edition.  Installed it last week, assumed it saved my old settings.  Had to tweak etc before I finally was able to run back up manually- which I wanted to avoid.  This morning, I got the notification that the backup had been run automatically when the computer was idle, but when I checked Tasks I got several of these with no ERROR code and NO Action. I don't understand why my brand new version of Norton is NOT doing automatic online backups.  Can someone help me please.  JenAnne Victoria CANADA

Category: Backup

Date & Time,Risk,Activity,Status,Recommended Action,Action,Status,Location,Media Type,Result,Backed up,Scheduling
09/01/2013 11:02:33 AM,Medium,Backup performed to Secure Online Storage,Failed,None,Backup,Failed,Secure Online Storage,Secure Online Storage,Failed,,
09/01/2013 10:56:23 AM,Medium,Backup performed to Secure Online Storage,Failed,None,Backup,Failed,Secure Online Storage,Secure Online Storage,Failed,,
09/01/2013 10:50:22 AM,Medium,Backup performed to Secure Online Storage,Failed,None,Backup,Failed,Secure Online Storage,Secure Online Storage,Failed,,
09/01/2013 10:21:43 AM,Medium,Backup performed to Secure Online Storage,Failed,None,Backup,Failed,Secure Online Storage,Secure Online Storage,Failed,,

 

Hi,

Please review all of the settings for your backup job. Also, be sure that your account reflects the true amount of online storage space you are due. Customer support is another resource

http://www.norton.com/chat

Keep us posted

Thanks for the note but I am getting more and more confused.  I'll try Norton Support again although I gave up last month waiting for a response to a question about our old version 360 (that's why I signed up with this community).

 

But in the interim: I have 25GB of available storage and the backup is set to automatic when idle. After my note about repeated failures on the 9th of January, I had 3 more on the 10th, then a successful backup at approximately 1:32 PM PST.  On the 11th, 8 failed attempts from approx. 2:30 to 6:00 p.m.  I checked this morning and had another 8 failures between 7:00 and 9: 00 a,m.  As I said before, I don't get any ERROR messages and no recommended action, just status "failed."

 

I am a loss to understand why such an important feature of a brand new piece of software is not working.  I purchased the Premium Edition (on disk) about 3 weeks ago for the extra online storage and have been happy to have the (supposed) Norton automatic backup function ever since we got our new computer in 2009.  I am not a computer expert and looked forward to not having to worry about doing manual backups etc like I did with our old Dell running XP when I used free software - too much work for a senior citizen.  

 

Sincerely,

 

JenAnne Victoria CANADA       

 

 

 

I did try Norton Support as you suggested.  First I tried to work through "Nathan" typing in the tiny box, but I think I'd rather deal with HAL from 2001 if I have to have a dialogue with a machine. 

 

I then called the 800 number for phone assistance in Canada and after the requisite wait on Hold, spoke to a rep.  I won't detail our conversation of 30 minutes (??) or so except a one point I was told that Norton Premium didn't have automatic online backup.  Then while the rep was clicking away at her keyboard, the phone line dropped and I couldn't get back to the menu. 

 

I tried without success to find a name and email to express my concerns about the support service but had no luck.   But I did find the street address for Symantec in Toronto so I am going to write a real letter on paper setting out my problems and have it delivered the old fashioned way.

 

Sincerely,    

 

JenAnne Victoria CANADA

Hello JenAnne

 

Please send me a private message containing the following and we'll get a higher tier agent to assist you properly:

 

  • Your name
  • The email address associated to your Norton account.
  • Contact phone number (include time zone please)
  • Three separate times you can be reached when you're at your computer having the issue
  • A reference back to this forum post so I have a point of reference.