Online backup space shows wrong free space value - not funny anymore

Norton Security | Norton Internet Security
1

Hello,

 

I'm referring to a previous thread I posted, about two months ago.

My backup space of 7 GB showed only (I don't remember the exact value) a free space value, much lower than 7 GB, yet the online space was completely empty.

 

I tried a lot of things to no avail until Mr Weiss cleaned out the space and all worked fine again.

 

I'm performing backups again since 2 months and since today I'm facing the same problem again.

More detailed, in the meanwhile I upgraded to the premier version which gave me a space of 32 GB (25 + 7)

The last few days I noticed that the online backups (they run automatically) didn't succeed anymore - (in the backup log I can read "aborted")

Now I performed a manual backup and this is the result :

 

Capacity : 32 GB

Used space : 17 GB

Free space : 2,1 GB

 

Please don't tell me I have to contact Mr. Weiss again.

Although he helped me really well last time, this can't be the way to maintain the online space.

 

By the way, is this a known issue ?

 

Thanks

Rony

2

Hello,

 

I'm referring to a previous thread I posted, about two months ago.

My backup space of 7 GB showed only (I don't remember the exact value) a free space value, much lower than 7 GB, yet the online space was completely empty.

 

I tried a lot of things to no avail until Mr Weiss cleaned out the space and all worked fine again.

 

I'm performing backups again since 2 months and since today I'm facing the same problem again.

More detailed, in the meanwhile I upgraded to the premier version which gave me a space of 32 GB (25 + 7)

The last few days I noticed that the online backups (they run automatically) didn't succeed anymore - (in the backup log I can read "aborted")

Now I performed a manual backup and this is the result :

 

Capacity : 32 GB

Used space : 17 GB

Free space : 2,1 GB

 

Please don't tell me I have to contact Mr. Weiss again.

Although he helped me really well last time, this can't be the way to maintain the online space.

 

By the way, is this a known issue ?

 

Thanks

Rony

3

Hi Yaso-Kuuhl

 

First of all, thank you to have taken the time to reply.

 

 I have tried everything (just like last time) but unfortunately, the result is not ok.

 Although I've cleaned out all the existing backup sets via the norton backup drive (as you suggested via link to other thread) I'm still missing around 14 GB of the total of 32 GB yet Norton indicates that backup space is empty (no files/backup sets in Norton Backup drive)

 

So I think there will be no other way then to contact Tony again.

 

Strange is that the amount of space I'm missing is just the size of my backup set.

For instance , I back up a set of files of about 13 GB and Norton is set to back up automatically.

I goes ok for about 2 months and I can see the backup size gradually increase to 14 GB as backups are performed daily.

Then, all over sudden (I can't see anything at this point that could be responsable for causing it) I notice that the size of the backup at the online side has doubled (from 14 to 28 GB) yet the size of my source files has stayed (practically) the same.

It's as if my backup set is stored twice to the online storage but I only "see" one copy of it.

Deleting this one copy leaves me with occupied space I can't access/free.

 

If/When Tony cleans out my backup space again, I'll be happy but somehow I wonder what I could do to make sure this doesn't happen a third time.

Perhaps give the users the right to perform a "total purge" command to their backup space ?

Or any tips that prevent this from happening ?  I'll be glad to take them into account.

And finally, Has anyone else ever come across this ?

 

For information, Have Norton 360 V3.0 , live update is active so most recent version is running.

 

Thanks

 

Rony

4

Hi RHE,

 

The most recent version of Norton 360 is version 3.5; you say that you have got version 3.0.

If you are not sure which version of Norton 360 you have got, please open Norton 360, go to "Help & Support", and then to "About".

Maybe updating your Norton 360 version might help; please do the following; depending on whether you have got the Standard or Premier edition of Norton 360, please download the appropriate installation package of Norton 360 from one of the links below and save it to your desktop. 

 

Norton 360 Standard Edition version 3.5

http://www.norton.com/n360s_3

 

Norton 360 Premier Edition version 3.5

http://www.norton.com/n360p_3

 

Then simply install Norton 360 version 3.5 over your current 3.0 version. If this still doesn't help, then you'll have to contact Tony. Please tell me how it goes; also, thank you for your patience :-)

Message Edited by Yaso_Kuuhl on 11-14-2009 04:56 PM
5

Hi Yaso_kuuhl

 

Sorry to have confused you.

 

I'm running Version: 3.5.2.11

Indeed I wrote 3.0 but I meant I have the third version of Norton 360.

 

Thank you

 

Rony

6

Lol, no problem :slight_smile: Then you’ll have to contact Tony; please keep me posted on how it goes.

7

Hi Yaso,

 

In the meanwhile, Tony has been contacted, I''l let you know how it goes,

 

 

Just one little minor thing.

 

Don't you think it's ackward I have an online capacity of 32 GB ?

I started with 2 GB online space.

At a later point in time I activated (rather by accident) via the website nobu.backup.com a trial version of online backup which extended my capacity from 2 to 7 GB.
(I never installed this version)

Since this trial period is over I would have expected the 7 GB to be reduced to 2 GB again but it didn't happen.

About one month ago, I upgraded to the premier version which gives me access to 25 GB of online space.

Here again, I would have thought that the 2 GB would be extended to 25 GB, instead it's being cumulated to 27GB. The 5GB of the online backup trial is also still there which adds up to 32 GB.

 

I'm not complaining, just wondering if this the way it should be, I would have been happy with a simple 25 too :smileywink:

 

CU

 

Rony

8

I'm not sure this is going the right way this way.

I received an answer from Tony, asking me to contact Symantec Support in order to try and get it fixed. He also asked to talk about it on this forum which I did before I contacted him.

 

Anyhow, spent over two hours chatting with Symantec support, I allowed them to access my computer, this wasn't a great help, they even started to delete my backup sets without even asking.

Then, my case got escalated to a supervisor, who again asked to access my computer, which I allowed a second time.

 

It took a while for the supervisor to determine that I was telling the truth, indeed checking my online backup drive revealed that it is completely empty. (So I said, is it so hard to believe me ?) yet free space is 14 GB less than capacity of the online storage.

 

Then the conclusion was that there are corrupted files on the server and that they need to be deleted by someone from Symantec support.

 

Ok, then they told me I was going to be called back by this person (Why ?, they know what to do and I agree to proceed )

A while later I received an email telling me I would be called back today, 11 AM.

 

I waited patiently but I received no call.

 

Then I decided to start a third chat session, of course I gave my case ID of the day before.

 

I get the feeling that these chat people are running on automatic pilot.

First they ask some questions and then they want access to your computer.

This time I asked why they wanted access and what they would like to check the others didn't check the other day.

 

I received no answer to that question and all over sudden the person starts pasting text from the chat we had yesterday !

 

I tried to redirect the conversation by asking why I hadn't been contacted as promised.

Instead of answering they asked me to provide my phone number (?!)

 

I pasted the email I received regarding this callback and then the answer was:

 

"Thanks for using Norton Support. Have a great day!"

 

then I said I'll have a great day when this issue will be resolved.

 

I asked : when will I be called

Answer : We will call back you

 

 

Djeez, I'm still happy to use Norton but this story makes me wonder about the quality of the first level support though.

 

 

I've been using Norton (America, I assume) support since Tony asked me. But why not simply activating the purge command and saving me and the Symantec's people a lot of time ? .

 

Does version 4 contain a "purge" button ?

 

 

Kind regards

 

Rony

 

9

Hi Rony,

 

I'm sorry to hear that you're having such trouble with deleting your backup sets, and that your experience with Customer Support was not very inspiring. I suggest that you inform Tony about your situation as soon as possible. 

10

Hi Yaso,

 

You're a loyal forum visitor :smileyhappy:

 

I already sent him a mail yesterday after the first 2 chats.

I sent one again now.

 

I'll see what happens

 

Kind regards

 

Rony

11

Please keep me posted, Rony :slight_smile:

12

Could there be light at the end of the tunnel ?

 

Referring to my story from yesterday, I was going to be called back today at 11AM.

Since it didn't happen (again!! I prefer no promises over broken promises)  I contacted Symantec chat support again but this time in my own country and language.

 

This time I had a very constructive chat.

This person told me that there has been an important maintenance on the online servers that has to do with the kind of problem I'm dealing with.

He also said he thinks that due to this maintenance my problem most probably will be solved.

About the fact that I'm still missing 13 GB now and that maintenance is finished (so I read on this forum), he asked me to wait 24 hours (servers synchronisation) and then to check again if my online storage is empty.

He showed me information he could read somewhere that says that my storage is already empty. I can't see that on my site.

 

Online Backup Storage allocated: 32768 MB

Storage used: 0.00 MB

Backup account created: 01-Jan-2001 12:00 PM

SwapDrive domain:

Last Backup date: 01-Jan-2001 12:00 PM

Backed up successfully?

No Protected files: 0 (0 KB)

 

Don't bother the dates he said, that's because servers have been reset.

 

So, I'll keep my fingers crossed and will wait until tomorrow to see what happens.

 

 

I'll let you know how it ends :smileyhappy:

13

Thanks, Rony ;-D

14

No, it was too good to be true, no changes after 24 hours.

 

Still missing 13 GB and still no phone call after three days... what a service :smileysad:

 

 

15

Hi Rony,

 

Is your online backup status still unchanged?

16

Hi Yaso,

 

Thanks for being interested.

 

Unfortunately my backup status hasn't changed yet.

 

I've been in contact lots of times with customer support and they keep promising me to call me back.

I still don't understand why a purge request can't be performed without having to be called back.

 

I received a few mails that they have been trying to contact me but they couldn't get through.

Anyhow, last friday, during another chat, I have been called during the chat but they couldn't put me through with the right person because it was too busy. (it was a call from san josé)

They said I would be called back within 24 hours which didn't happen.

 

I also received a reply to my mail to Tony today. He cannot help me he says because performing a purge request is a customer support action.

Only 2 months ago he did help me though

Nevertheless I want to try and understand this since I don't know what Tony's actual function is within the Symantec company but frankly speaking I think it's not such a good idea anymore to guide visitors to his email address which has been done multiple times on multiple occasions in this forum.

 

It still leaves me with a backup space that's occupied for 40% and yet all backup files have been deleted.

All the people I've contacted so far have been very friendly and very polite but they haven't been able to solve the issue.

This is really taking too long...

This is food for thought to me.

 

I'm gonna try a last time tomorrow and contact support myself by phone to hopefully get it right.

 

In the mean time I've already contacted Symantec (Europe) and I emphasised that the 25 GB is a space I have paid for and that I really expect to regain access to this space within a reasonable delay.

 

 

So I remain, patiently waiting.....

 

Kind regards

 

Rony

 

 

 

17

Any change, Rony?

18

Hi Yaso,

 

Well, I have been called by someone from the "Elite" team who again wanted access to my PC which I allowed yet another time.

 

I don't understand it, they all do exactly the same. (first, second and elite level support)

It's as if they don't believe me and need to see it for themselves again and again that my online storage is not empty but that my Norton Backup drive shows empty.

 

And that's all they do. Not one time, but two, three times... as if they don't believe what they see on the screen.

 

It's very timeconsuming and I'm very disappointed.

 

I didn't bet on one horse so I have asked Symantec for help  in USA as well as in Europe.

Service is comparable and not good. (always polite, friendly, willing to listen but NO solution)

I'm not sure that USA support is performed in USA, (Somerwhere in the East) ?
European support is organised in Europe. Headquarter seems to be in Dublin, Ireland but these guys are not reachable even when you insist... and the guys you meet in the chat rooms have no authority at all.

 

The promised date of solution (European support) was November 23th (not solved)

The promised date of solution (USA support) is December 4 th

 

So again, I stay humble and remain, patiently waiting... (but patience does come to an end sooner or later)

 

 :)

 

Thanks for being interested in my case.

 

Kind regards

 

Rony

19

Hi Rony,

 

I'm sorry to hear that your issue has still not been resolved after all this time. I'll see if there's another way to get your problem closed, but I'm not sure I'll be successful. 

20

Hi Yaso,

 

Thanks for the offer

 

Rony