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Kudos0

One Click Support Error:3039,69638

Just installed Norton Security Suite 5 (5.1.0.29) provided by Comcast, today on a brand new computer. Unintalled it and reinstalled it 3 times and have the same problem. Every few minutes One Click Support pops up and I get the red X on my Norton icon. One Click Support shows error 3039,69638. No fixes. My Norton status shows Sonar Advanced Protection off. The only way I can get it back on is by doing Run Live Update and restart computer. This repeats again in a few minutes. Help!

Replies

Kudos0

Re: One Click Support Error:3039,69638

Just installed Norton Security Suite 5 (5.1.0.29) provided by Comcast, today on a brand new computer. Unintalled it and reinstalled it 3 times and have the same problem. Every few minutes One Click Support pops up and I get the red X on my Norton icon. One Click Support shows error 3039,69638. No fixes. My Norton status shows Sonar Advanced Protection off. The only way I can get it back on is by doing Run Live Update and restart computer. This repeats again in a few minutes. Help!

Kudos0

Re: One Click Support Error:3039,69638


IBfast220r wrote:

Just installed Norton Security Suite 5 (5.1.0.29) provided by Comcast, today on a brand new computer. Unintalled it and reinstalled it 3 times and have the same problem. Every few minutes One Click Support pops up and I get the red X on my Norton icon. One Click Support shows error 3039,69638. No fixes. My Norton status shows Sonar Advanced Protection off. The only way I can get it back on is by doing Run Live Update and restart computer. This repeats again in a few minutes. Help!


Welcome,

I'm having the same problem on my test system. Have not found the fix yet.

I'm not going to try and guess on this until I can get some more information out of my system.

Check back, somebody will post a solution

Dick Win7x64 SP1 current NSBU
Kudos0

Re: One Click Support Error:3039,69638

hi ,

   try to reinstall the norton , click here to download norton

regards

selva

Kudos0

Re: One Click Support Error:3039,69638

I've istalled 3 times already, how many more times does it take?

Kudos0

Re: One Click Support Error:3039,69638

How did you do the removal? Did you just run Windows Add/Remove, or did you also download and run the Norton Removal Tool to clean up the "digital debris" that Windows sometimes leaves behind when trying to dig out something as thoroughly intertwined with it as a security suite?

If you only uninstalled through Windows, here are the instructions for doing a complete remove-and-reinstall to ensure a clean slate and minimize the chance for such problems. You will not have to pay for the program again, and your subscription days will automatically be recognized when you reinstall this way. Here are the step-by-step instructions:

  1. Export your Identity Safe cards/credentials to your desktop if you've set these up, so you'll be able to import them back in when your clean install is complete.
  2. Make sure that you have set up (and can still access) your Norton Account, and that your current Norton 360 subscription is showing under the "Products" tab, with a big yellow "Download" button at right; this is how you will reinstall your Norton product and have it linked automatically to your subscription.
  3. From Windows Control Panel, use the Add/Remove Programs function to uninstall your Norton 360. This will disconnect all your critical system drivers from your security product so they aren't deleted by the next step. Be sure to take advantage of any opportunity you're given to save your Norton settings so they can be reloaded by Norton 360 when you reinstall it later in the process. Reboot your computer when this is complete.
  4. Download and run the Norton Removal Tool to ensure a complete uninstall of your existing Norton product. This is necessary because of the extent to which a security package needs to have its tendrils deeply intertwined throughout the Operating System to do its job, and will clean up debris Windows leaves behind that may interfere with proper operation of your Norton product.
  5. Once the Norton Removal Tool has finished, reboot your computer again, and immediately log back into your Norton Account and click that big yellow Download button. Remember, until you do this, you are temporarily without your Norton protection.

This last step will reinstall Norton 360 and link it automatically to your existing subscription. You should now be back in business, protected by "the speed and power of Norton!"

Please let us know how this works out. We're here to support you until you can click that "Accept as Solution" button!

Kudos0

Re: One Click Support Error:3039,69638

I got the same error msg and followed Norton's instructions, downloaded the "remove" package. and re-installed Norton Version 5.0. Did it three times and I'm still getting the same darn error msg.   Makes me wish I'd bought a MAC and got it over with.

BerStan

Kudos0

Re: One Click Support Error:3039,69638

Folks, just noticed the OP explicitly mentioned NSS/Comcast. One of our other Gurus, Yank, is a Comcast/NSS specialist, and has found many problems with their customers rooted in the "Constant Guard" package that Comcast also provides alongside Norton. He indicates that there is no reason you need to have Constant Guard installed to be protected--and in fact, with the problems it's  been causing, you are likely better off without it.

If anyone jumping on this bandwagon is not a Comcast/NSS customer, or doesn't have Constant Guard installed, I'd suggest looking for other additional security products. Security software that has real-time functionality doesn't play well together, because the different programs tend to perceive each other's scans as potential intrusion attempts, and one another's tamper prevention functionaality as evidence of a possible rootkit. The result: they end up spending a lot of time tripping over each other on hot ppursuit----generally of each other--about as often as the Keystone Kops! If you find other security products, like TrendMicro, AVG, or Spybot Search & Destroy (all perfectly good programs in their own right), you should uninstall them if you''re going to run Norton (and vice versa). For those seeking the security of a reputable "second opinion," we recommend the free versions of malwarebytes or superantispyware--which don't have real-time scans, and thus won't conflict with your Norton.

Kudos0

Re: One Click Support Error:3039,69638

My laptop works fine with Comcast Constant Guard And Norton. Working on reinstalling Norton again.

Kudos0

Re: One Click Support Error:3039,69638

Evidently it's not working fine: you're getting this error. From what I've seen from Yank's posting (and I think he works for Comcast), there's a good chance Constant Guard is what's behind it. I'm just saying you might want to give it a try. There's a good chance he'll show up here at some point and tell you the same....

Kudos0

Re: One Click Support Error:3039,69638

Okay this is what I did. From windows Add/Remove program I uninstalled Norton Security. Rebooted And used Norton Removal Tool. Rebooted.  I decided to use Windows Add/Remove program and uninstall Comcast Constant Guard. Rebooted. Noticed that the Norton download was still on my Desktop. Reinstalled Norton Security from my Desktop and DID NOT REINSTALL Constant Guard. Over 45 Minutes and Norton still works.                                                                                                                                

Kudos0

Re: One Click Support Error:3039,69638

Hi IBfast220r,

Just spotted this thread and need to ask and answer a few qustions before I can provide a some options.

RE: Your new computer - does it (or did it) have any other free trial security porgrams loaded?  Yes, I am even talking about a free trial of a Norton product.

 -   If it does(did) was it removed prior ot installing NSS?

 -   If removed, how was it removed - via add/remove programs (Progams  & Fetaures).  did you also use a removal tool for that product?

-  When you first attempted the install of NSS, did you use the Constant Guard Protective Suite "Install Now" link.  This is the link that installs CGPS, the Comcast Toolbar and NSS?

-  You said you attempted the install 3 times - did you use the link that dheeren provided?  The reason I ask is because the download for NSS is not the same s the commercial download for N 360.

To elaborate a bit on what DistEd2 has said.  CGPS is in fact designed to work along side NSS wihtou causing any conflicts.  To the best of my knowledge there has been no conflicts between the two documented.  However, the CGPS itself has been wrought with so many different problems and the folks who haveit installed and have experienced probelms are removing it.  I will not even download it onto my systems with all the problems they have had - everything from the keyboard typing nothing but numbers (ever try to enter a password with letters in it when the keyboard will only type numbers), to causing shut down errors, to random lockups etc. 

I am also an Expert on the Comcast Security Board and we have been telling folks who have problems with CGPS to uninstall it and run just the NSS by itself.  Now if you are running it on you laptop alongside NSS without any problems that's fine, unusual, but fine.  However, if it starts to cause problems then I owuld remove it and go from there.  If you remove CGPS, Norton will remain behind in tact and fully functional.  Leave you laptop as is for now, we need to get your new computer fixed up first.

I will wait for your resposnes so that I can come up with the correct sequence of events to ensure a thorugh removal of any other security programs and the remanents of the attempted Norton installs, as well as a fresh install of Norton Security Suite.

Sorry for all the questions and the long post, but I really want to get this to work right for you the first time, as I know you have to be frustrated at this point in time.

Kudos0

Re: One Click Support Error:3039,69638


IBfast220r wrote:

Okay this is what I did. From windows Add/Remove program I uninstalled Norton Security. Rebooted And used Norton Removal Tool. Rebooted.  I decided to use Windows Add/Remove program and uninstall Comcast Constant Guard. Rebooted. Noticed that the Norton download was still on my Desktop. Reinstalled Norton Security from my Desktop and DID NOT REINSTALL Constant Guard. Over 45 Minutes and Norton still works.                                                                                                                                


LOL - you got most of what I was going to suggest correct and you also got lucky with the method you accomplished it.  I still would like answers to if you had any other  security "trial" products on your new system when you bought it.

Please post back.

Kudos0

Re: One Click Support Error:3039,69638

Oh wonderful! Glad it seems to have worked out once you did that; that sounds like a good process.

Like Yank said, keep us posted!

Kudos0

Re: One Click Support Error:3039,69638

Hi Yank. Just saw your post. Been surfing, Norton working fine. When I started up the computer for the first time a trial of Norton was there. I did not start it or activate it.I went to Comcast and looked for a way to download Norton by itself. Didn't see a way to do that so I downloaded Constant Guard to be able to download Norton.  Then the Big red X every few minutes. Used Norton Removal and reinstalled. Same thing. Used Norton Removal and reinstalled (this time to Desktop). Same thing, my problem. This is when I signed on and started posting. Then you saw what I did this morning,(double removal ect.) Hope this info helps.

Kudos1

Re: One Click Support Error:3039,69638

I will respond within your last post!


IBfast220r wrote:

Hi Yank. Just saw your post. Been surfing, Norton working fine.

That is a good sign, but not sure how long it may last!

 When I started up the computer for the first time a trial of Norton was there. I did not start it or activate it.

 Please look in your Programs & Features and see if the trial is still there, if it is, I would suggest removing it.  But do not run the NRT s it had not been activated.



I went to Comcast and looked for a way to download Norton by itself. Didn't see a way to do that so I downloaded Constant Guard to be able to download Norton.

 For future reference, here is the download link for Norton Security Suite on the Comcast site: 

http://xfinity.comcast.net/constantguard/Products/CGPS/norton/

Please notice that you have to click on the No Thanks for CGPS before being able to see the Get It Now for NSS download by itself.   Please have a look here for additonal situations you may encounter: 

http://forums.comcast.com/t5/Security-and-Anti-Virus/Norton-Security-Suite-FAQ-s/m-p/870723/message-uid/870723#U870723

Then the Big red X every few minutes. Used Norton Removal and reinstalled. Same thing. Used Norton Removal and reinstalled (this time to Desktop). Same thing, my problem. This is when I signed on and started posting. Then you saw what I did this morning,(double removal ect.) Hope this info helps.


Let us see if everything works OK and if need be, we'll go from there.  I believe you did enough to get it working properly, but if you need any more help, you know where to find us.

Kudos0

Re: One Click Support Error:3039,69638

I also downloaded nss from Comcast from the link in this thread that does not have constant guard...just nss. Got this same error. Used removal tool. Reinstalled,got this same error AGAIN! So,how many times must I remove nss and reinstall before it works?

Kudos0

Re: One Click Support Error:3039,69638

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: One Click Support Error:3039,69638

T bought my wife a new computer and went to put Norton 360 on it.  Then I get the error message 3039,69638.  I tried everything I could think of to remedy the problem.  So I started all over, more than three times.  First I wet to Add/Remove programs and then downloaded the Norton Removal tool and used that.  Then I went into My Computer and found a few files in there to get rid of.  Then I downloade Norton 360 and then run Live Update.  Then I had to reboot for the downloaded files to update.  When the computer was finished with all of that, I went to Live Update and it downloaded another update and then a reboot.  I went through this about 5 or 6 times till I run Live Update and found nothing more to download.  That took care of the problem.  The computer is a brand new HP with Windows 7 on it and it would only download one update at a time and then reboot.  There has to be a fix for this.  I have notified Norton Support.  I also have another laptop and a desktop with downloade Norton 360 on them with no trouble at all with those.

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