why is it soooo hard to get my N.I.S. back????

  why is it soooo hard to get my N.I.S. back after a crash????  i have at least one on line back up. i 'think' i managed to download 360 to my hard drive. my favorites are back. but no passwords and the I.S. now on my puter doesn't recognize my password.

  also, i am finding files with LOC extensions. i am SOOO confused. this is way over my head.

  if i go to make a new password for the IS i have now it tells me all my info will be lost.

  can  someone  PLEASE help me???

  i get emails from wwelty......3 or 4, but when i answer them it just says my 'status' has been changed. big fricken deal.

  i actually sent him a message yesterday asking for help. today i get the mail 'You have received a private message in the Norton Community. 

Please click here to access the community.  You will need to login before you can read your message.' and i get another status update.

  i have the feeling i need to get rid of the new N.I.S from the download, but where's the rest?? i mean, i have found a few restore files but i am afraid to use them. i NEED these passwords. but even more i need to get a response out of Norton (or someone who knows)...PULLEEZE