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Kudos0

Norton 360 - SONAR Protection error

My Norton 360 says that my SONAR advanced protection is turned off, it will not find a solution on my product and the internet page won't load when I click 'view solution' could you please help me find a solution for this problem.

Regards,

Tom Goodman

Replies

Kudos0

Re: Norton 360 - SONAR Protection error

Hi tom_goodman, Welcome to the Forum. Could you tell us the version number of your product (click on Support>About), and also which Windows operating system are you using, and which platform, 32-bit or 64-bit? Thanks, RichD
HP-Mini 110 -1020NR (netbook) 2GB RAM, CPU N270 @1.60GHz, Windows XP Home, SP3, NIS 2011 18.6.0.29 (installed 12h00 GMT 18-JUL-11) , FF5,IE8
Kudos0

Re: Norton 360 - SONAR Protection error

Hi,

can you please tell us the exact version of your Norton product?
1. Open the main window
2. Click on Help & Support -> About menu
3. On the About window find the version number (it will look like this: 5.1.0.29)

Thanks!

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton 360 - SONAR Protection error

I have the same problem.  How do I fix this?  My version is 5.0.1.29 of Norton 360.  I have Windows 7 operating system.

Kudos0

Re: Norton 360 - SONAR Protection error

Did you updated from a previous Norton version?

Windows 8.1 Embedded Industry Pro x64 Hungarian, Norton 360 v21.5.0.19
Kudos0

Re: Norton 360 - SONAR Protection error

This is exactly what I am going through to. My Norton 360 v.5 says that my SONAR advanced protection is turned off. I keep running Live Update, it seems fine for a few minutes then I get the error message again (3039 69638). I have Windows 7 running at 64 bits. My system crashed 2 days ago, I got it up and running again today but Norton was not accessible anymore (the icons were on the desktop but did not link to the program). I uninstalled and reinstalled Norton 360 many times by downloading it from my Norton account online. I also downloaded the Norton Removal Tool, used it then reinstalled Norton 360 (interesting as the icons were still left on my desktop after using the removal tool). Incidentally, I had Norton Internet Security, then updated to Norton 360 only this today.

Does anyone have any ideas about this?

Kudos0

Re: Norton 360 - SONAR Protection error

Hi i have the same problem. I have the version 5.0.1.29 and Norton 360 and windows vista. Does anyone no a solution to the problem?

Kudos0

Re: Norton 360 - SONAR Protection error

I can't find any evidence that anyone has ever encountered this before this thread. Yet we're certainly seeing a lot of occurrences now. That brings two possibilities immediately to mind (there may be others):

  1. You may have encountered an actual bug in the program that made it through testing; specifically, this may be a bug accidentally introduced in the latest update to Version 5. If this is the case, we'll need the Symantec folks to pick this up and collect the additional information they'll need to isolate the bug.
  2. You may each have encountered some form of malware that produces this as a symptom. Do any of you have any reason to suspect that some malware may have slipped through (e.g., recent download of a file you weren't expecting, or following a web link, that looked OK at the time, but in retrospect seems suspicious)? Do any of you have reason to believe that a malware encounter is impossible (for example, a brand new computer, fresh out of the box, that came with Norton pre-installed)? If you do suspect malware, you might download and run the free version of malwarebytes as a crosscheck for your Norton; it's updated regularly and does not contain real-time scanning that would conflict with your Norton product. If you do so, and it finds anything, please let us know.

Good luck--and keep us posted. One way or the other, we'll help you get this figured out!

Kudos1

Re: Norton 360 - SONAR Protection error

Googling SONAR 3039,69638 reveals this error to be widespread, going back years. Because repeated reinstalls no not appear to solve the problem for many, it would appear to be a bug inherent in the Norton platforms, specifically in the NIS SONAR component.

My personal solution until Norton addresses and fixes the problem is simply to ignore the error and the SONAR engine entirely while replacing the behavioral analysis function withy the free program ThreatFire which does the same thing. I know TF isn't Norton, but with this recurrent 3039,69638 error neither is Norton.

Kudos0

Re: Norton 360 - SONAR Protection error

Interesting--I confess, I hadn't Googled, only searched these forums...since it seemed safe to assume that if this was widespread before now someone would have come here to ask about it. Just goes to show it's never safe to assume!

Thanks (to all) for bringing this here, since it's more likey to get the attention of someone who can do something about it!

I am also concerned about this related thread, which suggests that there are circumstances under which the user can't effectively exclude files or folders from analysis using the functionality provided for doing so. Would be nice if appropriate fixes could find their way into the final release of 36660 v.6....

Kudos0

Re: Norton 360 - SONAR Protection error

I got sick of this and installed the 360 beta 6.    Which expired in 6 days.   Uninstalled it and reinstalled  360.5

Now it works fine.

I think Norton has so;me problems

noneofthe above
Kudos0

Re: Norton 360 - SONAR Protection error


foxgloverose wrote:

This is exactly what I am going through to. My Norton 360 v.5 says that my SONAR advanced protection is turned off. I keep running Live Update, it seems fine for a few minutes then I get the error message again (3039 69638). I have Windows 7 running at 64 bits. My system crashed 2 days ago, I got it up and running again today but Norton was not accessible anymore (the icons were on the desktop but did not link to the program). I uninstalled and reinstalled Norton 360 many times by downloading it from my Norton account online. I also downloaded the Norton Removal Tool, used it then reinstalled Norton 360 (interesting as the icons were still left on my desktop after using the removal tool). Incidentally, I had Norton Internet Security, then updated to Norton 360 only this today.

Does anyone have any ideas about this?


Welcome,

Sorry about the problems. How did you uninstall NIS before you installed 360? These are different products and can conflict. The Norton Removal Tool found here: http://www.symantec.com/nrt/ will clean out all of both programs so you can do a clean install of either. Keep us in the loop.

Dick Win7x64 SP1 current NSBU
Kudos0

Re: Norton 360 - SONAR Protection error


domnilec wrote:

I got sick of this and installed the 360 beta 6.    Which expired in 6 days.   Uninstalled it and reinstalled  360.5

Now it works fine.

I think Norton has so;me problems


The 360 beta is a work in progress and it does have problems. This is one of the reasons it is still in beta and we are still finding ways to break it. As the notes state it is not ready for productions systems. If you do run it on a production [your everyday] system then you have been warned that 'stuff' can happen.

stay well and surf safe

Dick Win7x64 SP1 current NSBU
Kudos0

Re: Norton 360 - SONAR Protection error

Hi 

I'm a newbie to this but I had Internet Security 2012 trial on my computer but un-installed it (using Your Uninstaller Pro) before I downloaded Norton 360 V5.  My system is Windows XP, SP3 with all current updates installed.

I have done the uninstall, reboot, uninstall with NRnR, etc 3-4 times and still get the error 3039,69638 with SONAR after 2-4 minutes. I have no other Security/virus software installed.

What do I need to do, (in simple terms please), to get N360 to run properly? Interestingly it installed on my laptop OK but that is a window 7 machine

Kudos0

Re: Norton 360 - SONAR Protection error

Know what you mean, I have just(Monday) bought a new pc with Norton 360  from PC World fully installed and it has been coming on after the first 10mins every 10 mins, I have done all the updates and switching off also remove/reinstall movements Took it back the next day had it checked and reinstalled but is still the same.If any one finds a result can they explain it in a  way us simpletons can understand it..Do you think I can take it back as "not fit for use"

Kudos0

Re: Norton 360 - SONAR Protection error


Harrier wrote:

Hi 

I'm a newbie to this but I had Internet Security 2012 trial on my computer but un-installed it (using Your Uninstaller Pro) before I downloaded Norton 360 V5.  My system is Windows XP, SP3 with all current updates installed.

I have done the uninstall, reboot, uninstall with NRnR, etc 3-4 times and still get the error 3039,69638 with SONAR after 2-4 minutes. I have no other Security/virus software installed.

What do I need to do, (in simple terms please), to get N360 to run properly? Interestingly it installed on my laptop OK but that is a window 7 machine


Hi,

Do you have any other security software on you computer?

It is possible that the NRnRT isn't doing the complete job. Try using the NRT found here: http://www.symantec.com/nrt/

This is the information I found on your error message: https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=v65023710_EndUserProfile_en_us&lg=english&ct=united+states&product=home&version=1&pvid=f-home&layout=Retail&partner=&ispid=&sitename=&actstat=activated&substatus=current&ncoap=1

Let us know what happens

Dick Win7x64 SP1 current NSBU
Kudos0

Re: Norton 360 - SONAR Protection error

Yes I have reason to believe that a malware encounter is impossible. I've had the same problem (ref 3039 69638) on two BRAND NEW HP desktop machines in the last 48 hours. I've tried countless uninstalls and reinstalls using the recommended Norton removal tool and also the NRnR (Norton Remove and Reinstall) tool to no avail. The machines were both bought from PC World and both run Windows 7 Home Premium x64 (models HPE h8-1170uk and HP p6-2065uk). Interestingly I did not have this problem with my old desktop (HP Pavilion Slimline S5229UK) which also ran Windows 7 x64. Also, I've just formatted my wifes laptop which also runs Windows 7 x64 and no problem there either when I reinstalled Norton 360.

So, why the problem with the two new machines? I am flumuxed! Its recurrent and occurs around 8 minutes after a restart and won't go until another restart only to reappear after 8 minutes! I've been downloading 360 from the link in my Norton account online. In desperation I have even downloaded a slightly older version of 360 from here

http://buy-download.norton.com/downloads/CLT/N360/US/2011/5.0/ESD/N360-ESD-18-5-0-125-EN.exe to see if that would work! Its didn't . . . sonar turned itself off after 10 minutes!

Norton support were of ZERO help and insisted I remove and reinstall (even though I'd explained I had done this countless times!). The agent did this for me and of course everything worked fine for 8 minutes by which time she was gone! Why oh why haven't Symantec address this problem???

I am going to try ignoring the Sonar error and install ThreatFire (as ToYo suggested earlier) to run alongside 360. If this gets annoying then I'll have no option to get rid of 360 and look elsewhere (probably MS Security Essentials) and Symantec will have lost a loyal customer!



Kudos0

Re: Norton 360 - SONAR Protection error

Welcome rainforest,

I will accept your rejection of malware. I will also ask if there is any other security program installed. This would include Microsoft Security Essentials. I'm not sure what Hp preinstalls these days, I've been off the bech a few years. I ran into a similar problem a while back running different versions of the same program. That has been resolved and I haven't had any problems since.

keep us in the loop

Dick Win7x64 SP1 current NSBU
Kudos0

Re: Norton 360 - SONAR Protection error

Hi Dick,

Same as Harrier, the machines came preinstalled with Norton Internet Security which I uninstalled straight away with the Norton Removal Tool and then installed 360 v 5. No other security programs installed.

You say your problems have been resolved, any clues as to what you did to achieve resolution? No matter what I try the problem persists!

Thanks for your help.

Kudos1

Re: Norton 360 - SONAR Protection error

Hi rainforest,

First of all there is a similar thread here: 

http://community.norton.com/t5/Norton-360/Your-PC-is-not-protected-by-sonar-advanced-protection/td-p/622283

It has in fact been solved and I have done some research on both of your newly purchased systems and the possiibility that you face the same situation may exsist.  Both of your system come with NIS 2012 preinstalled.

My first question is:

On your first installation attempt of N 360, did it ask for NIS 2012  trial to be removed?   If so, how did you remove it and what procedure did you follow?   

 In the other thread it appears that for some reason not all of the digital debris from the NIS 2012 install had been removed prior to installing N 360.  What can happen sometimes, is that the "normal removal of the previous Norton product during the installation of another Norton product" does not do a thorough job.  In such a case the Norton Removal Tool needs to be used for the remainder of the cleanup.  Unfortunately unless you know there is this possiblility, the normal user does not run the NRT, thus leaving debris behind and inpacting the ability to install the new (N36) Norton porduct.  From what I have seen, this does not occur everytime, so most users may never encounter this situation.

That said, and this will sound crazy to you, but please do the following.

Uninstall via Control Panel (Programs & Features)  any Norton 360 that is shown. Reboot

Download and run the Norton Removal Tool, Reboot after running.

Download and install a fresh copy of NIS 2012 from here: www.norton.com/nis12 Reboot

Uninstall NIS 2011 via Control Panel (Programs & Features)  Reboot

Rerun the Norton Removal Tool and reboot.

Download a fresh copy of Norton 360 from here: www.norton.com/n360s_5 

Install the fresh copy of Norton 360. Run LiveUpdate as many times as necessary for it to respond that there are no updates available (rebooting as requested by LiveUpdate).  Reboot after receiving the "no more updates available" response.

Please let us know how this goes after the required wait to see if your problem is corrected.

Kudos0

Re: Norton 360 - SONAR Protection error

Hi Yank,

Thanks for the note to the other thread, I wasn't aware of it. Even if I had been, I'm not sure I would have figured out what to do without your step by step instructions.

On my first installation attempt of N 360 I didn't even attempt to activate NIS 2012. I simply ran the Norton Removal Tool once and then installed N 360.

I followed your instructions to the letter and ***HEY PRESTO*** N 360 is working fine three hours later and no error messages! Thank you so much for solving this irritating issue and also for taking the time and trouble to write your detailed instructions. They should be circulated to all Norton technicians as the definitive answer to this issue. I've wasted two full days on this problem which could have been completely avoided if the techinician I spoke to knew of your solution. I hope someone at Symantec is reading this as I'm sure that this issue is going to keep reoccuring amongst people who've had Norton for a few years and know it has to be removed with NRT before installing any new Norton products.

Interestingly, after all the uninstalls and running NRT a few times, one would expect all trace of anything Norton to have been erased from the machine. This is not so. When I installed N 360 as the last part of your instructions, it (surprisingly) did not ask me for an activation key. It is running fine and is showing I have another 141 days left on my subscription (which is correct) and all without asking for any of my information or the activation key! SO, some Norton remnants must be left (probably in the registry) despite all the uninstalls.

Anyway, thanks once again for writing the detailed instructions, solved an irritating headache for me :-) Happy days!

Kudos0

Re: Norton 360 - SONAR Protection error

I am glad you got it all sorted and hopefully will remain a happy camper!

BTW,  to the best of my knowledge, the NRT does not remove anything from "Your Norton Account" as thatinfo is maintained on the Norton server - away from our sometimes confued systems. 

Would you believe my Norton Account can still tell me the Product Key from my expired Norton Systemworks from 2005?

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