Norton Neo Browser AI…offered:
Why Your Files Are Different (Greyed-Out / “Other Backups”)
The issue arises with legacy or non-active sets post-reset/reinstall:
- These appear under “Other Backups” with only Restore/View—no delete option, even if you’ve deleted individuals elsewhere.
- Confirmed in recent threads: “One can only delete the last set or restore from it” (
v25 thread, Dec 2025).
- Web deletions may not sync to the app immediately, leaving “ghost” files (
April 2025 thread).
Targeted Fix for Your Two Files
- Confirm the Set:
- Backup > Look for the set name above/beside the files (e.g., “Old Device Set”).
- If it’s the active set, try: Select files > Delete (or gear icon > Delete). Force app refresh (close/reopen).
- Web Portal Force-Delete (Best for Legacy):
my.norton.com > Backup > Select device/set > Delete entire set.
- Sync: Wait 5-10 min, restart app. Old files should vanish.
- App Reset for Cache:
- Settings > Administrative Settings > Backup > Reset Backup Settings.
- Or full app reset via Help > Reset Norton.
If still stuck, it’s likely a backend sync bug—Norton support can purge manually (chat at support.norton.com).