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Common Norton Online Backup errors

Common Norton Online Backup errors

Norton Online Backup records any errors that are encountered during a backup or restore process in the Activity Log page. See View the backup and restore activity report.

The following table lists some of the common Norton Online Backup errors that appear during the backup and restore processes and their solutions:

Table: Typical error messages and solutions

Error message




Backup or Restore failed.

Internet connection was lost or reset.

Check your Internet connection and restart the backup or restore process.

Make sure that you leave your computer turned on and connected to the Internet while performing a backup or restore.


A previous session connected, but was not released.

You must restart your backup or restore at a later time.


This error is a temporary error.

This error indicates the possibility of other tasks running at the scheduled timeframe. The error gets automatically resolved before you run your next backup. If you encounter this error more than once, change the scheduled backup to run at a different timeframe.


Backup failed (out of storage space).

You do not have enough online storage to complete the backup.

This error also indicates that the backup that you performed was not successful. You need to perform another backup without errors to restore or download data successfully.

You can solve this issue in one of the following ways:


Restoring files back to the computer fails.

Norton Online Backup has detected some errors that prevent one or more files from being restored. For example, unable to write the file, unable to overwrite an existing file, decryption or decompression error (for corrupted file).

  • On Windows XP, create a folder and restore the files to that folder.

  • On Windows 10/8/7/Vista, create a folder that everyone can access and restore the files to that folder.

  • On Mac, create a Restored Files folder in the following location: /User/Shared/



Your computer's local hard disk 'C:' is full.

You must access the following folder and delete its contents: C:\Documents and Settings\All Users\Application Data\Symantec\Norton Online Backup\work.

Do not remove the files that end with the following file extensions: .txt, .log, .ini, or .slg. However, you can remove the .arc files as the backups have failed.

  • On Windows XP, you can locate the folder at the following location: C:\Documents and Settings\All Users\Application Data\Symantec\Norton Online Backup\work.

  • On Windows 10/8/7/Vista, you can locate the folder at the following location: C:\ProgramData\Symantec\Norton Online Backup\work

  • On Mac, you can locate the folder at the following location: /Library/Application Support/Norton Online Backup/Work


This error indicates that there is no Internet connection.

Stop the current backup or restore activity, check your Internet connection, and try again. This error occurs if you use a hardware-based firewall such as one built into a router or modem.


Your computer firewall blocks the backup software from connecting.

This error message is typically a software-based firewall error message. Check your computer's firewall settings. Change the settings to allow online backup run.


The online backup process has timed out.

Cancel the installation and go to Task Manager on your computer and stop the Norton Online Backup process. Then, go to Program files and under Symantec folder, delete the Norton Online Backup folder and its contents.

Backup has completed with errors (files could not be backed up)

Norton Online Backup cannot back up one or more files as the file(s) are open.

Make sure that all your programs and files are closed before the backup starts. Some applications lock files even when they are minimized to the Notification area. These applications include (but are not limited to) instant messaging clients, Microsoft Office applications, Microsoft Outlook, and PDA or Smart phone syncing software.

You may also get this error if any of your shared files or folders that are selected for backup are in use. Make sure that any of your shared files or folders that are selected for backup, are not in use by any network users.

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DOCID: v57662430
Operating System: Windows, Mac OS X
Last modified: 03/19/2020