I was forced to wipe my hard drive and restore it to factory condition. I've reinstalled Norton 360 twice now and have been unable to get the program to recognize the online backup drive. I tried to restore, signed in and out a couple of times, but the program fails to recognize the online backup drive.
Hi rbwpenn
What trial security came with the computer that would have been installed when the restore to factory condition was performed?
ATB
intesec
The factory antivirus software was deactivated when Norton 360 began to install. The Norton software requested this action and I complied. I can sign into my Norton account and can view the backed up files on the Symantec server, and can even manually restore from these backups, but Norton 360 installed on my computer fails to 'see' the online drive. In otherwords, whether I try to back up files or restore files, the online drive fails to appear in the 'where' options on my computer. I've signed in through Norton 360 and can open Norton Manager and sign into the backed up file location, but the buttons for "backup now" are faded and cannot be clicked. The only options available to me appear to be manually downloading backed up files.
I was forced to wipe my hard drive and restore it to factory condition. I've reinstalled Norton 360 twice now and have been unable to get the program to recognize the online backup drive. I tried to restore, signed in and out a couple of times, but the program fails to recognize the online backup drive.
Hi rbwpenn
Can you repost with the name of the security software as some can need a little more attention.
Conflict in security software can be the cause of various issues even if the security software has been uninstalled the debris left on the system needs to be removed with the removal tool for the specific security software.
Use the process below to remove your previous security programme. You’ll need to download and save the removal tool from the security software’s main website or use the singularlabs website on the link below and choose from the list.
http://singularlabs.com/uninstallers/security-software
Uninstall using windows add/remove programme. Check that the security software is not there.
Restart the computer.
Run the removal tool.
Restart the computer.
This process should be performed for each security software to be uninstalled, meaning one at a time. If you have previously uninstalled then the removal tool needs to be run and the computer restarted.
ATB
intesec
Sure, I'm using Windows 7, service pack 1 on an Acer netbook. The factory software came with McAfee antivirus software. When I downloaded Norton 360 yesterday and began the install process, Norton 360 asked if it could uninstall McAfee by name. After a few minutes the McAfee icon on the toolbar disappeared and the Norton install continued.
I did get help from a Norton tech through chat today, where they took over my computer, but they were unable to download the Norton uninstall program (FTP). So they had to do an uninstall of Norton 360 using Windows. Reinstalling Norton 360 did nothing to improve my problem. I had to return to work so I ended the chat session and posted my problem here.
I'm sorry if my answers are short and a bit terse. Its just that I'm working to meet a deadline at work while trying to resolve this issue. Any assistance is appreciated.
Intesec, I'll try your suggestion tomorrow and thank you for your help.
Hello again rbwpenn.
Don't worry you are not sounding terse but you are obviously under pressure, which is never a good state to be in when trying to sort out this type of thing. So I suggest you get your other problems sorted first and then come back when you have a bit of spare time. Unless you need access to some of the files for work in which case down load them directly from the online backup (which you seem to say you can do).
In the meantime I would make a few comments.
Intesec is right that you should try and fully remove any other anti-virus software before installing or running Norton. However as you were just restoring an old system I assume that you had been through this process before and the issue did not arise then. Also the type of clash that the removal is trying to avoid should not be related to the backup process. So I assume that the problem with the backup is not McAfee related. This does not mean that one should not try to fully remove conflicting programs - just that I think this is a separate issue.
As you have already had one session with the Chat line it might make sense to go back there when you have more time. They can have access to both ends of the process at the same time and that should make things much easier. If they do fix it for you it would still be nice if you could come back here and let us know what happened so that we can better help others in future.
If you still need our help here, can you just clarify about being able to see and access the files in the online backup. Do you mean that you are going directly via the web interface to Norton Online Backup and seeing them there or can you see them via the N360 Backup - Restore feature? I assume not.
How many backup sets do you have under Manage Backup Sets and where are they set to back up?
Can you also confirm whether you have followed the link I posted in above? Was it of any use?
Good luck - we will wait until you are ready to respond.