Fix problems viewing your existing Norton Cloud Backup set

To fix this issue, follow the steps below:

Step 1: Sign out and sign in to your Norton device security app

1. Open your Norton device security app.

2. In the main window, at the top-right corner, click the profile icon and click Sign out.

3. Exit your Norton device security app, relaunch your Norton app, and click Sign in.

4. Enter the Norton account credentials you originally used to configure your existing backup.

5. Wait for a few minutes, then verify if you can view your existing Cloud Backup Set.

If you still have issues viewing your existing Norton Cloud Backup set, then go to step 2.

Step 2: Sign out and verify your Norton subscription status on the Account portal

1. Open your Norton device security app.

2. In the main window, at the top-right corner, click the profile icon and click Sign out.

3. Exit your Norton device security app, save all your work, and restart your device.

4. After a restart, open a web browser and go to https://my.Norton.com/.

5. Click Sign In and enter your Norton account credentials that were used originally to configure your existing backup.

6. In the Norton Account portal, verify the following details:

   • Verify if the subscription is active.

     If your subscription has expired or is about to expire, then refer to the following article to renew your subscription: Renew your expired Norton subscription.

   • Verify that the device on which you configured your Cloud Backup Set is visible in your account.

     If it is not visible on your account, ensure you entered the correct Norton account credentials used originally to configure your existing backup.

If you do not have any issues with the subscription status on the Norton Account portal, then go to step 3 to verify if you can see your Cloud Backup Set.

Step 3: Sign in and verify your Cloud Backup Set

1. Open your Norton device security app.

2. In the main window, click Sign In and enter your Norton account credentials that were used originally to configure your existing backup.

3. Wait for a few minutes (2 to 5 minutes), then go to the Norton app main dashboard, in the left pane, click Security.

4. In the Cloud Backup tile, click Open and click the Cloud Backup tab to verify if you can view your existing Cloud Backup Set.