Online restore problem - Version 3

Norton Security | Norton Internet Security
1

I am having trouble restoring files from online backup. 

 

Had to replace my hard drive because the old one crashed. I have about 10 gigs of files stored in the online backup.  Whenever I try to restore either all of the files or one category, I am unsuccessful.  After a long delay, the program shows a list of all the files on the server with the message “restore failed” after each file.

 

I am, however, able to restore one file at a time if I select a single file.  This is obviously not a viable option for 10 gigs of files, however.

 

To date, Chat Support has been useless.  One tech told me that Norton 360 only allows restore one file at a time, which the program instructions completely contradict.  A second tech told me that they were experiencing problems with the Norton server and to try again in 48 hours.  I feel that he was just trying to get rid of me.

 

I am running Norton 360, Version 3, on a Windows Vista system.

 

I would welcome any suggestions.

2

I am having trouble restoring files from online backup. 

 

Had to replace my hard drive because the old one crashed. I have about 10 gigs of files stored in the online backup.  Whenever I try to restore either all of the files or one category, I am unsuccessful.  After a long delay, the program shows a list of all the files on the server with the message “restore failed” after each file.

 

I am, however, able to restore one file at a time if I select a single file.  This is obviously not a viable option for 10 gigs of files, however.

 

To date, Chat Support has been useless.  One tech told me that Norton 360 only allows restore one file at a time, which the program instructions completely contradict.  A second tech told me that they were experiencing problems with the Norton server and to try again in 48 hours.  I feel that he was just trying to get rid of me.

 

I am running Norton 360, Version 3, on a Windows Vista system.

 

I would welcome any suggestions.

3

My hard drive crash was March 9, so I believe that I was running version 2.  I did not manually upgrade and I assume that the program would not have upgraded without my knowledge, particularly since version 3 appears to have been available only for a few days at that point.

 

Opened Windows Explorer, but I do not see a Norton Backup Drive listed.

 

However, I took your cue, uninstalled version 3 and installed version 2.  Still having the same problem.

 

Thanks for the suggestions.

4

Looks like I spoke too soon.  The percentage readout was stuck at 0.0% for at least 5 minutes, so I assumed it was hung up again.  However, after I posted my reply, it began to move.  Have now retreived all Office documents.  Now, its on to the photos. 

 

Thanks much for your help.

5

herving,

 

I'm glad to hear you are now having better success with retrieving your data.  I would like to try and address the support experiences that you received through chat.  Do you happen to have any Chat ID's so I can look into the matter further and offer some re-training for any confused agents?  Thanks in advance.

6

Not only do I have some of the user ids, I saved the transcript of my last chat session because I was so disappointed with the service that I received.  I  am at the office now and that information is all at home.  I will send them to you privately when I have a chance.

 

Thanks.

7

Hello herving,

 

I was wondering if you had complete success in retrieving all files?

 

I know their are users that are experiencing some issues with the backup feature as well and that (at least) some of these are being dealt with and should be included in future updates for version 3 of 360.

 

Take care,

Mumford68

8

Hi herving

 

I too have been having a similar problem restoring from Norton 360 online backup, although I am on windows XP, as opposed to Vista.

 

I am only posting this to make other members aware that (in my experience) the restoring process was inordinately slow, even to the extent that when I launched windows Task Master (Ctrl Alt Del), it showed Norton Backup Drive as “Not Responding”, whereas in reality, it actually was!

 

(For similarly inexperienced users, using Windows XP), these are the steps that I took to restore my files. (Note: rc = right click : lc = left click. Your experience might be slightly different of course, depending on your RAM size, your folder names and which way the wind is blowing!

 

You might wish to print this out before you start).

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------

lc on ‘Start’ (bottom left hand corner of the screen). lc on ‘My Computer’. Norton Backup Drive (NBD) should now be displayed near the bottom of your screen in the section labelled Other. rc on NBD then lc on ‘Explore’. Then, in the right hand pane on your screen, rc on Backups on Secure Online Storage, then lc on ‘Explore’. You may get the egg-timer at this point (or it might just be my PC), but you should soon see the name or number of the hard drive (the one which you originally backed up from) displayed.

 

rc on the backup set that you wish to restore from, then lc on ‘Explore’ (at this point, I did originally try the option of clicking on ‘Restore’, but my backup size was 2.5 gig and it just froze). You may now get the egg-timer again, but soon a graphic of a hard drive labelled C: should be displayed.

 

You guessed it! rc on the graphic, then lc on ‘Explore’. (More eggs anyone?) Soon, a folder should be displayed labelled Documents and Settings. rc on this, then lc on ‘Explore’….. more folders should display ….. rc on HP_Administrator then lc on ‘Explore’ (nearly there now). rc on My Documents then lc on ‘Explore’.

 

Hey Presto!

 

All your precious files and folders should now be displayed, ready for you to restore to your PC. [At this point, I did a screen dump into my word processor, then saved and printed the document to use as a check list as I went along restoring or deleting files. Annoyingly, I found that it seemed to take just as long to delete a file or folder as it did to restore it (perhaps the moral of the story being only to backup stuff that you really do need)].

 

Single files should restore OK from this point (by clicking rc on the file name, then lc on ‘Restore’: as opposed to ‘Explore’) and I did manage to restore some folders at this point and it did work (although like I already mentioned, I did get the ‘Not Responding’ message from Task Manager.

 

A useful tip I found was to keep an eye on the CPU Usage at the bottom of the Task Manager pane to see if it the % usage was increasing and decreasing, or alternatively you might want to go and make a brew and see if your files have been restored by the time you get back)!

 

If they haven’t, the only alternative is to continue with the (now familiar?) rc and lc rigmarole until you get down to a folder level where it starts to work for you.

 

For example (on my PC), it has just taken a tad over 11 minutes to restore a complete folder containing 31 jpeg (i.e. photograph) files with a total file size of 19.5mb.

 

While these files were restoring however, Windows Task Manager displayed My Documents as ‘Not Responding’. The only clue that something was actually happening being that the CPU Usage showed various displays between 0% and 49%, with a final surge (which I blinked and missed : think I’m getting a migraine now) before My Documents displayed as ‘Running’.

 

Upon checking through Windows Explorer, it transpired that the files had been restored. Hooray!!!

 

Hope this Helps and saves a lot of worry and frustration for you. Sorry if it’s a bit wordy for those more experienced users (but it is gratis info. lol).                           Best of Luck!

9

Hello Jebber1,

 

I hope you don't mind me responding as you had said you were just posting for a particular reason.

 

That is one advantage that using the Restore Interface (for restoring the files from Online Storage) and the Backup Interface (where the user can select what files to have backed up and where and when as well as being able to delete from files that are stored online (and other locations) as well.

 

  • To access the restore interface feature just open the 360 main window (either by using the Start button (lower left hand corner of screen >> All programs >> Norton 360 > Norton 360)) or clicking on the Norton Icon in the Taskbar (Lower Right hand corner of screen) [Both are illustrated from WinXp home system, differences may apply to other operating systems. 
  • Hover cursor over 'Backup' section (2nd of four to the right)
  • Click on 'Restore Files'

  

  The pro of restoring files this way is that it will show you the progress while restoration is happening.

 

  The con of restoring files this way is that navigating the files tree can be much more cumbersome than using windows explorer.

 

Thank you for taking the time to go through the steps that you use to navigate windows explorer and the parts that are slow as it may help people to know they are not the only ones that are experiencing this slow down in the process.  

 

Speaking of which, instead of completely relying on the task mananer to let me know that everything is still processing and not hanging I watch the Network Connection since there is a lot of communication going on while restoring or backing up or deleting files.   To watch the activity in the lower right hand corner of the screen go to:

 

 Start >>  My Network Places.  Under the title 'Network Tasks' click on "View Network Connections" and it will show the network(s).  (Left click here to bring up the window) Right click and click on 'Properties' and then tick the option "Show icon in notification area when connected" to checked on (if it is not already) and it makes it easy to show when your computer is communicating.

 

Take care,

Mumford68