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Norton 360 Premium Backup

Customer of mine has this product. It will not restore her files back to her new computer at all. The program crashes and/or it does nothing. There is no way to download the folders to a zipped file to her computer. You go on Norton Backup site and that has an old backup, you go to mynorton site and that as the old one plus more recent ones but still no way to get them to download from a browser. I am a Norton's partner and have been one for many years, but I have to say this has to be the worst product they have and they need to stick to what they do best  .... virus protection. I refuse to sale this to people. Also, trying to get in touch to a support person is impossible.

Is there a way to FTP the files to a computer as going through their interface is one big cluster.

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Re: Norton 360 Premium Backup

Hello Quick-Tech. Have you had your customer follow these guidelines?

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
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Re: Norton 360 Premium Backup

After checking that Fast Startup is disabled as suggested by SoulAsylum, if things are still causing trouble, more information may help us help her. It might also help us if she could post directly to this thread, as it is more difficult when going through a third party.

Does your customer see any error messages when Norton crashes/freezes?

Have they set up backup on the new computer before trying to restore? 

Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

Well, she is definitely not going to post anything..lol. 

She even had someone from symantec do it for her (she is elderly), and she said it took a long time but the folders were empty. 

Even when I tried it numerous times it put the main folders but no files. Tried again nothing ...tried a few other times and the program shut down or no files or did nothing. It should not be this difficult to transfer files. I would just FTP them but I have found anything that says this can be done. As I said before they really need to stick to what they do best as there are way better products out there that are waaaay better than this.

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Re: Norton 360 Premium Backup

When logged into the MyNorton Account web site, and clicking on the Backup tab at the top, when you click on a backup set, do you see the files there? If so, there is a slow and painful way to download the files one at a time. Clicking on a file will bring up a download link. I have not found a way to restore the whole backup from that page.
 

Another place to check, is after the backup feature has been activated in 360, go to Windows Explorer and click on This PC in the left pane. You should see a Norton Backup drive listed. You need to be logged into a Windows Admin account to see this. Double click on that to see any backup sets associated with the Norton Account. Again, check to see if you see the files and folders listed. If you do, you should be able to right click on the backup set and choose restore.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

I would be there for days and days or even a week. 

I tried with the Norton Backup as a drive .... it didn't work.

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Re: Norton 360 Premium Backup

QUICK-TECH:

I would be there for days and days or even a week. 

I understand. That is why I said it would be slow and painful.   

I tried with the Norton Backup as a drive .... it didn't work.

Were you able to find the Backup drive in Explorer? If so, were the backup sets listed, and any files found?



Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

All: The key to getting the backup to the new computer is that the new computer MUST be added to the Norton account. The backups can then be downloaded to it from that point going forward.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
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Re: Norton 360 Premium Backup

I went through the program again and it starts then disappears which means it crashed. So I go into event viewer since I do not get an error from the program itself.

event viewer

Faulting application name: NortonSecurity.exe, version: 16.1.0.18, time stamp: 0x5aa8366d
Faulting module name: NSPEng.dll, version: 1.8.1.25, time stamp: 0x5ae3b28e
Exception code: 0xc0000005
Fault offset: 0x00000000001687e1
Faulting process id: 0x1288
Faulting application start time: 0x01d424f97a4d4601
Faulting application path: C:\Program Files\Norton Security\Norton 360\Engine\22.14.2.13\NortonSecurity.exe
Faulting module path: C:\Program Files\Norton Security\Norton 360\Engine\22.14.2.13\NSPEng.dll
Report Id: a4708752-90ed-11e8-9721-78e7d1c86a38

event id: 1000

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Re: Norton 360 Premium Backup

Just had a thought. You say it is a new computer for the customer. Was there any trial security software included on that computer? If so, you need to fully remove that software with the removal utility for that software.

This could be causing the issues with 360 crashing.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

Hello Peter, what I should have said was it's a fresh installation of win 7, which shouldn't be a problem.

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Re: Norton 360 Premium Backup

The new build for the NspEng.dll was the problem and an old engine was used and it is working. Once it's complete then the new build needs to go in the engine folder and replace the old one dll.

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Re: Norton 360 Premium Backup

Good find. Thanks for posting back.

Did you have to reinstall Norton to get the right file?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

The new 360 had to be uninstalled and deleted completely (every instance of it throughout the computer), then an older version installed. Once it was complete I did the liveupdates and installed the patches. As I will not have my client use this program again for backup I turned it off. I a partner, but I refuse to have my clients go through that and I will find them a "better" program to use for backup.

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Re: Norton 360 Premium Backup

Been working with Norton Support on case 35870991 for almost 12 hours.  Two technicians.  I replaced my hard drive and did a fresh install of Windows 10 and Norton 360.  I run the Restore application and it runs for a bit and then just disappears.  Techs uninstalled and reinstalled Norton three times.  Kept asking them for an error log but seemed indifferent to researching.  Anyway Eventviewed shows Log Name:      Application
Source:        Application Error
Description:
Faulting application name: NortonSecurity.exe, version: 16.1.0.18, time stamp: 0x5aa8366d
Faulting module name: NSPEng.dll, version: 1.8.1.25, time stamp: 0x5ae3b28e
Exception code: 0xc0000005
Fault offset: 0x00000000001687e1
Faulting process id: 0xd68
Faulting application start time: 0x01d42693009e1780
Faulting application path: C:\Program Files\Norton Security1\Engine\22.14.2.13\NortonSecurity.exe
Faulting module path: C:\Program Files\Norton Security1\Engine\22.14.2.13\NSPEng.dll
 

Seems like similar issue with NSPEng.dll

Is there another version of Norton to use that works?  Any suggestions?

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Re: Norton 360 Premium Backup

Any ideas how to fix, where did you get a nspeng.dll that does not crash

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Re: Norton 360 Premium Backup

Look back on your computer to see if you can find an old 360 installer that you may have downloaded in the past.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Norton 360 Premium Backup

Was a fresh install of Windows and Norton so no previous version of Norton around.  But thanks for replying.

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Re: Norton 360 Premium Backup

to get all files, there should be a box at the top. check it and all files will be downloaded

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Re: Norton 360 Premium Backup

what version of the installer is it?

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Re: Norton 360 Premium Backup

Windows ® Installer. V 5.0.17134.1  

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