Norton 360 Backup Crashes Windows 7

Norton Security | Norton Internet Security
1

I have Windows 7 Professional - clean install from Windows 7 Install DVD.

I installed Norton 360 version 4.3.0.5 - clean install from Norton 360 CDRom.

 

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Product Name: Norton 360

Version: 4.3.0.5

Media SKU: 20153075

Current SKU: 20153075

Family SKU: 20136046

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Nothing else is installed on the computer.

The computer is used solely as a file server with Norton 360 Virus check and online backup.

When I set the computer to back up all of my data to the Norton Online Backup, it crashes.  Every single time.

It gives the blue screen of death, then reboots.

The CPU's do not over heat as other posts have indicated, as I have a CPU CoreTemp application that logs the temperature of the CPU's.  The highest temperature of all CPU's was 55C.  That is well within operating temps.

 

I have a memory dump file that I woudl be willing to share with a Norton Tech support.  The memory dump is 250 MB, so I can't just attach it here.

 

Please let me know what to do next.

 

Thanks!

 

J.N.

 

{Edit} Corrected Norton 360 Version Number.

2

N360 is not supported for server installations.  It is meant for home user PC usage only. 

3

Thanks - it is a File Server .... for my data .....

 

Many many homes have file servers.  I do, don't you?

 

Plus - it is using Windows 7 Professional, which is NOT Windows Server.  Norton 360 says it is compatible with Windows 7, therefore it should not be crashing my computer.

4

No, actually, I don't have a file server.  I do have two normally used machines on Win 7 running NIS quite happily.

 

Have you tried backing up your data while no one is logged into the server?  What types of files are you backing up, and are any of them shared folders?

 

It is not so much a matter of incompatibility with your operating system as a matter of incompatibility with what you want it to be able to do.  N360 is designed to back up specific things. Some other things can be added, some won't work properly.

5

The computer just sits there, that is all it is used for is to store files.  I need the files backed up to an offsite location.  The files are very important, such as Thesis Papers and other very important documents.  I can't lose them.

 

I have about 15GB of data.  It is on a different drive than the operating system, just in case the operating system goes down I don't lose my data with it.  I back the data up to another computer in my house and I want to back it up online.  The backup to another computer works perfectly, using Norton 360.  The issue is with the online backup, it doesn't work like it should.  It always fails.  I purchased the software because it had everything I needed, so if Norton isn't "built" for this purpose, they should refund my money.

 

That said, I think a Norton Tech person should evaluate my memory dump file.  I have it and am ready to provide it to them.

6

You will need to contact support via chat.  This is a user to user forum.

 

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

 

7

Currently, Tech Support wants me to do a check disk on the computer.  Then after the reboot, to do an online backup (which is what causes the crash).

 

So - after that is all done, we'll see if the issue is fixed or not fixed.

8

Check with support on the issue of encryption.  If you have used N360 to store your backups to the file server, it may all be encrypted.  N360 has previously been unable to back up encrypted material.

9

Still an issue, after doing what Tech Support said to do, computer still crashes.

 

The data is the original data, it is NOT part of the N360 Encrypted data.

10

The backup to another computer works perfectly, using Norton 360.

____________________________________________________________________________

 

This question from user sgrosvenor:

"Can you back up without encryption?"

 

This response from Symantec Volunteer Yogesh_Mohan:

"No, Norton 360 encrypts the data during backup and decrypts it when you restore(by default). This is to ensure the protection for the backed up data."

________________________________________________________________________________

 

If you are using N360 to back up to your file server it nust be encrypted, which might explain why it doesn't work, but doesn't necessarily explain the crashes. 

 

If you are doing a back up to shared files, using some other form of back up so that encryption is not an issue, you might need to have N360 on the file server to then send the encrypted data to the online storage.

 

There needs to be two folders for backup.  One remains on C drive, which provides the necessary information and instructions, and the other is the backup folder which contains the data, which is, presumably on the file server.  If the C drive folder is on one machine, and the backup file on another, that may cause some issues.

 

Can you provide more of these configuration details so that we can pin down the problem?

 

Also, please check the properties on a few of the backed up files to make sure that they have not been changed to read only.  Sometimes the process changes the file properties depending on the sharing settings, usually when least expected.

11

I tried chatting with Norton Tech ... they were taking me through the exact same steps that I already went through.... Wasting my time.

 

I'm going to try again tomorrow morning with Tech Support.

 

I have two computers that are used for data.  One to hold the original (Server-1).  One to hold a local back up (Server-2).

 

Server-1 has two back up processes.  Both are set to Automatic and both back up the exact same data.  I deselected all options and chose folders to include and exclude.  Both back ups are set up the same, except the final destination of the backup.

 

 

  1. Process 1) (I call this Local) Backs up data to Server-2 Shared Folder.  I created a Network Drive on Server-1 which N360 performs the backup to.  This process, when initiated by me, works fine.  Finishes without a hitch.
  2. Process 2) (I call this Default) Backs up data online.  This process, when initiated by me, fails, every single time.  If I let the Automatic Time do it for me, it crashes at odd times that I can't predict.  When I delete this Dataset, the computer will not crash.  Therefore, I know it is the Online Backup process that is crashing the computer.  <--- This is the one that is failing.
Server-2 does not crash.  There is N360 on it, but for Virus checks only.  The backup process is not set up, as I don't need a backup of a backup.  It is there mainly as a local backup for quick recovery if a computer fails.
I hope this helps, as from your last set of questions, I don't think you and I are on the same page of what is happening.
Both Server-1 and Server-2 are identical.  I bought them both at the same time, reinstalled a clean Windows 7 Professional, then installed N360.  Server-1 is set up to hold the original data.  Server-2 is set up to hold Server-1 back up data and be a quick recover if Server-1 happens to fail.

 

12

Yes, that is much more helpful.  Trying to understand how a system is set up from info on a forum, as opposed to seeing it in action, can be problematic.  Are you getting any error codes, or explanations as to why the online backup is failing?  Do you always do the backups in the same order?  I'm wondering if there is some confusion in the system between the two C; drive files.  Does it make any difference if you do the Online backup first?

 

Have you tried Nirsoft Bluescreenview to see if it can be narrowed down to one driver or service?  The download is near the bottom of the page in purple.

 

http://www.nirsoft.net/utils/blue_screen_view.html

 

 

13

Bluescreen says it is kernelpa that is crashing.  Norton is still causing it to crash, but I am going to do a Windows 7 reinstall to see if it will fix it.

 

More to come.....

14

There sure isn't much info available on that.  What kind of machine is it? Desktop, laptop, manufacturer? Have you got hibernation turned off in the machine?

15

jazernorth,

 

I've been wondering if for a situation as critical to you as yours is, and working with what you describe as a computer set up as a file server, even if using ordinary Windows, you would not be better off using a dedicated backup program rather than a component of a Security Program which has backup and a bunch of other utilities added to it and is specifically intended for the fit and forget brigade of users rather than the more specialized ones that want to tweak things.

 

Just my POC FWIW ......

16

Well - I was going to use Mozy online back up or Carbonite, but when I saw it included in N360, I thought why not.  Now I am understanding why not.

 

The computers are Vostro from Dell with Windows 7 Pro.  Hibernation, sleep, and all power options are off --> meaning, that nothing ever goes to sleep or shuts down.  Everything is always on.

 

Drive C: came with the computer and has the operating system and N360.

Drive F: was added by me for data only.

 

Both computers are identical.

 

I haven't done the Windows refresh yet, as I haven't had time to spend on it.  Probably this weekend.

17

For demanding situations I'm sure there are better and more flexible solutions although all the online upload systems tend to be slow I understand and personally I would never trust entirely to that sort of solution.

 

Perhaps backing up to an external hard drive first and then from it upwards. But maybe you have an ultrahighspeed ISP connection.

18

So - I finally have time to reinstall Windows.  I decided to do, yet again, another hardware test.  One of the memory sticks is bad.  Now that will cause weird things to happen.  So, now I've got to get Dell to replace the memory stick.  Fun huh?  If it ain't one thing, it is another.

 

I'm reinstalling Windows 7 on the computer, then when Dell replaces the memory stick, I'll have to do another hardware test.

19

That could solve the problem.  From your last information, I could not see any reason for the online backup not to work.  I could not see that the operating system was at fault.  If it performs one way, it should the other.  Online backup is extremely memory intensive, though.  Nice catch on your part.

20

What sucks is I just had the memory, video card, and motherboard replaced by Dell. So, my assumption was that the repair tech did due diligence and made sure all was OK.  Come to find out, it wasn't OK.

 

At least Dell is being good about it and replacing the memory at no shipping cost to me.

 

I'm running the backup with 2GB of memory right now.... we'll see what happens.