Frequently asked questions

My Norton Online Backup free trial is about to expire. How do I continue using Norton Online Backup?

To continue using Norton Online Backup, you must purchase an annual subscription.

To purchase an annual subscription

  1. Log on to Norton Online Backup.
  2. On the home page, at the top-right corner, click Buy Now.

    A new page appears that lets you convert your free trial into a paid annual subscription.

  3. Follow the on-screen instructions to complete the transaction.

What do I do if my product key does not work?

If your product key does not work, contact the support center for Norton Online Backup. Click the Customer Support link that appears on the bottom of each page of the product.

If you cannot access the Norton Support page from Norton Online Backup, open your web browser and type the following address:

http://www.symantec.com/globalsupport

Note:

Support offerings may vary based on language or product.

In the Support section of the Web site, choose the option that best describes your issue. Then select your product. From the list of options, choose the item that best describes your issue. If you have a question or problem that you still cannot resolve, click the Contact US link for additional chat, email, or phone support.

The Symantec Web site also contains answers to the most common customer questions.

I have exceeded my allotted online storage space, what do I do?

You have a few options as you approach your maximum allotted online storage. You can do one of the following:

Can I combine my Norton Online Backup and Norton 360 or Norton Security with Backup account space?

Yes. To combine your Norton Online Backup and Norton 360 or Norton Security with Backup storage space, you must use the same Norton account credentials that you use with Norton 360 or Norton Security with Backup. The storage spaces are combined automatically.

Note:

You can only restore the data that is backed up with Norton 360 or Norton Security with Backup. You cannot make any other changes to the backup set you created with Norton 360 or Norton Security with Backup using Norton Online Backup.

How do I restore data to a new computer?

To restore data to a new computer, you must install Norton Online Backup on the new computer. See Adding a computer to Norton Online Backup.

After you have added the new computer to your Norton Online Backup account, you can restore files to the new computer.

To restore data to a new computer

  1. Log on to Norton Online Backup.
  2. On the home page, click File Actions that corresponds to the picture icon of a computer, and then select Restore Files.
  3. On the Restore Files page, click Show Options.
  4. In the Restore to Other section, select the computer you want to restore the data to from the To drop down list.
  5. Select the files or folders that you want to restore.

    You can use the tree structure to navigate to the files or folders or you can search for specific files or folders.

  6. Click Restore Files.

Can I reinstall Norton Online Backup on an existing computer?

To reinstall Norton Online Backup on a computer, you must remove the computer from your Norton Online Backup account. When you remove a computer from your account, the Norton Online Backup program is automatically uninstalled from that computer. See Removing a computer from Norton Online Backup.

After you have removed the computer, you can add the computer to your account. See Adding a computer to Norton Online Backup.

Note:

When you remove a computer from your Norton Online Backup account, Norton Online Backup removes the data that is associated with that computer from the online storage space. You cannot retrieve the data that you stored from this computer in the future.

I want to delete a file from being backed up or freeing up space from my account?

You need to perform two steps to delete a file from your backup and to exclude it from future backups. First, you must purge the file from your account. See Removing files from Norton Online Backup. After you have purged the file, you must exclude it from your backup set. See Excluding files and folders from Norton Online Backup.

Typical Norton Online Backup error messages and solutions.

For more information on Norton Online Backup errors during backup and restore process and their solutions, go to the following topic:

See Common Norton Online Backup errors.