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Kudos0

Your PC is not protected by sonar advanced protection

I'd purchased a new laptop windows 7 and also bought Norton 360 ver 5.0 with it. After installing it, it came up with an error, I've followed the self help notes, and have un installed and re installed twice with no effect. 

Could someone please help to solve this problem thank you

Replies

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi David83,

Were there any security programs (trials) installed on your new laptop?  If so they needed to be removed prior to installing N 360.

Also have you run Liveupdate as many times as necessary (rebooting when asked to) for liveupdatre to respond "no more updates available"?

Let us know and we'll go from there.

Kudos0

Re: Your PC is not protected by sonar advanced protection

When I loaded Norton 360, it asked for Norton internet security to be removed, I download the Norton removal tool and completed that, at the moment when I try to run liveupdate it come's up with a message, "to receive the most current update's you must restart the system" which I have done a few time's but same message appears

I've never had problems with previous Norton software on other pc's this is becoming annoying,

Kudos0

Re: Your PC is not protected by sonar advanced protection


David83 wrote:

When I loaded Norton 360, it asked for Norton internet security to be removed, I download the Norton removal tool and completed that, at the moment when I try to run liveupdate it come's up with a message, "to receive the most current update's you must restart the system" which I have done a few time's but same message appears

I've never had problems with previous Norton software on other pc's this is becoming annoying,


Hi David,

Unless it finally comes back "no more updates available", you have not run liveupdate/rebooted enough times. 

I have seen it take up to 6 reboots, so keep trying.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Thank you I've now ran iveupdate and restarted a few more time's now it's saying "your Norton product has the latest projection update's" however after 9 min the same error message displays "your PC is not protected by sonar advanced protection"

Kudos0

Re: Your PC is not protected by sonar advanced protection


David83 wrote:

Thank you I've now ran iveupdate and restarted a few more time's now it's saying "your Norton product has the latest projection update's" however after 9 min the same error message displays "your PC is not protected by sonar advanced protection"


Do you get a  Fix Now button?  Have you clicked on it.  Have you looked at the details of the warning? what does the details say? 

Is Sonar Protection in fact turned on?


 

Kudos0

Re: Your PC is not protected by sonar advanced protection

  • Yes I've clicked on the fix now button, nothing changed
  • one click support runs displays error code 3039.69638
  • I click on begin support session
  • no automatic solutions were found. Click launch support to continue is displayed
  • I've followed the steps for downloading the Norton Remove & Reinstall tool and same message has re appeared

sonar advanced protection turns itself off after 9 min! It's turned on when the laptop loads up

Kudos0

Re: Your PC is not protected by sonar advanced protection

i have also had the same issue! error 3039,69638....? support says to first restart (solves issue for around 5-10 min).. step 2 uninstall then reinstall. I have followed the advice and have reinstalled twice also restarting my laptop more than a dozen times until i received the message of finally beinging fully updated. Again 10 mins later i see i am at risk..I have gone though my end and i am not the problem, there is an internal error in 360 that shows up when i was in diagnostics at a medium risk factor along with some others. the report was sent to norton; And in the mean time, i have no protection in terms of anti virus, but hey 3 out out of 4 isn't bad....


David83 wrote:

I'd purchased a new laptop windows 7 and also bought Norton 360 ver 5.0 with it. After installing it, it came up with an error, I've followed the self help notes, and have un installed and re installed twice with no effect. 

Could someone please help to solve this problem thank you


Kudos0

Re: Your PC is not protected by sonar advanced protection

it's good to know i'm not the only one suffering from this annoying issue, hopefully this issue can be sorted out soon by somebody!

Kudos0

Re: Your PC is not protected by sonar advanced protection

i was glad to know that i also was not experiencing this issue! i have checked the posts and noticed the last hot fix was updated in april, i hope to have the problem fixed sooner..?

Kudos0

Re: Your PC is not protected by sonar advanced protection

@ David83,

Let's try a bit different approach - just in case you ran into some nasty.  Plese download, update and run the free version of MalwarebytesAntiMalware from  this link:  http://www.malwarebytes.org/products/malwarebytes_free.  Do not install the trial of MBAM Pro.

It will produce a log that you can copy and paste here for review.  

@ gac3279, since you are here also - perhaps you can try it also.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi - I have the same problem.  New laptop 6 weeks ago, had flickering screen then system crashed completely - did a full factory restore, removed the 60 day free trial Norton, installed Norton 360 version 5, run liveupdates and kept rebooting until got message no more updates.  Still getting same problem - Sonar turns off after few minutes, then one click support directs me back to uninstall norton etc again, which I have done using the Nrnr tool as per link in Norton website.  No reason to suspect malware.  Interestingly, time taken for Sonar to turn itself off seems now to be longer - getting about 9 minutes, whereas yesterday it only took 3 minutes.  Does this even when no other programmes other than Norton are open.

(Windows 7 on HP laptop - Norton  worked fine before I needed to do systen restore).  Some tech guys have checked for possible conflicts - but nothing found.

Any further ideas very welcome as I am now completely frustrated with this.  People I bought laptop from not very interested - they are insisting it is a Norton problem as the laptop is now working.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Further to my message above and not sure if it connected or not - but Norton safe search is also not working now even though on settings it appears to be activiated (tick next to the box).  Not working in ask, google etc.

Kudos1

Re: Your PC is not protected by sonar advanced protection


Gwen1 wrote:

Further to my message above and not sure if it connected or not - but Norton safe search is also not working now even though on settings it appears to be activiated (tick next to the box).  Not working in ask, google etc.


Hi Gwen1,

From main page of N 360, Click on Settings > Identity Protection.  Ensure Site Rating Icons in Search Results is in the on position.  As a matter of fact ensure the entire page of settings are ON.

The box being checked I believe you are talking about is the Safe Surfing  Option under Quick Controls.  That is in fact for the Antiphishing function used with ID Safe to prevent the auto-filling of fradulent websites with your confidential information.  It does not have any effect on the Safe Web Icons appearance.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi Yanik,

Thanks I've managed to set my safe search up.

Still having problems with Sonar switching off.  Have called Norton 3 times - 2 times tech help took remote of my laptop and uninstalled and reinstalled Norton - but still have the same problem after 8 minutes at which point the remote help person disconnected,  The message appeared to say unrecoverable problem with Norton which needs manually installing.  One time the phone was disconnected before I even spoke.

- Not sure where else to go for help with this - is there anyone else in Norton who can help?  Whats a good contact for the UK?

- Am  relatively  'safe' without Sonar?

- Could it possibly be a problem with the laptop?  (but it's new!)

- Should I just consider giving up on Norton and buying a competitor product? 

Now spent the last 2 days trying to resolve this and running out of patience.  Used to like Norton - but now changing my mind. 

Can anyone help please???

Kudos0

Re: Your PC is not protected by sonar advanced protection

@ Gwen1,

I keep beating my head against the wall also as there are other threads with this same "sonar protection problem" and they all apper to be on laptops running Win 7.    Just curious, are you running the laptop on the battery or off the mains?  I know - crazy question, but there are tasks that will not run when on battery power. 

The other crazy thing is it appears to be around 10 minutes for the sonar protection to drop off.  This time takes me to the 10 minute default time setting for Automatic Resume Delay and Idle Time Out (Setings > Admin Settings (towards bottom of page.  I don't know exactly how that could tie in (if it does) but I can not think of any other settings that are set for 10 minutes.

I have not changed any setttings (other than for testing) meaning all my settings are set to the default.  Perhaps something got changed unintentionally.  Could you go through each settings page and click on Use Defaults.  That would ensure everything is set to to default and eliminate any changes that were made.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi Yanik,

Yes - my laptop is running from mains power.

Have checked settings as you suggested and set to default - don't think anything changed (automatic time out and idle delay are both set at 10 mins in the default)

The only other thing is that before this laptop crashed and we had to do the factory restore it all worked fine, so somewhere something has gone wrong. 

I agree that something is happening at 10 minutes that is making the sonar turn off - not sure where else to look.

Thanks for your help.  Gwen

Kudos1

Re: Your PC is not protected by sonar advanced protection

@ Gwen1,

When you removed the free trial, did you run the Norton Removal Tool between removing it from Programs & Features and the fresh install?  Sometimes digital debris can be left behind which could casue weird results and the NRT can prevent that from happening.  I hate to suggest it, but you may want to remove N 360 via Programs & Features, reboot, download and run the NRT, reboot and then download and install N 360....and yes, the dreaded liveupdate many times rebooting as required will be required. 

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi Yank (sorry I just realised there wasn't an 'i' in your name),

I did remove the old Norton using Nremove and reinstall tool - the on-line tech guys also did the same using the same tool.

I think someone else used an exe version, which said there was an unrecoverable problem and it would have to be uninstalled manually.

Eventually the problem now appears solved (keeping my fingers crossed) by doing a manual unistall, followed by a reinstall.  I didn't do it myself (I wouldn't know where to start) - I waited on-line for about 45 mins for live support chat and got someone really helpful at the other end who took over my laptop and did the manual uninstall remotely.

Still mystified as to why it was cutting out at 10 mins - but probably as you suggested the Nrnr tool wasn't sufficient and there were remannts left.  Hope this helps someone else - as you say there seem to be many postings.  Thanks for all your help - if you hadn't have replied when you did I would have given up completely and bought McAfee or something else.

Kudos0

Re: Your PC is not protected by sonar advanced protection

@ Gwen1,

Ever feel like you finally won one and then can't figure out an absolute positive reason it broke in the first place?  

Glad you got it sorted.

Accepted Solution
Kudos0

Re: Your PC is not protected by sonar advanced protection

This problem has finally been fixed after contacting Norton live team and somebody remotely took over my laptop, from what I saw they tried and failed downloading the Norton removal tool and re installing Norton 360, the same error popped up. To fix the issue he downloaded and installed Norton internet security 2012  which was already pre installed on the laptop then removed it fully, then installed Norton 360 and the error message didn't show up and so far I've had no other issue's. Hope this helps anybody else suffering with this problem

Kudos0

Re: Your PC is not protected by sonar advanced protection


David83 wrote:

This problem has finally been fixed after contacting Norton live team and somebody remotely took over my laptop, from what I saw they tried and failed downloading the Norton removal tool and re installing Norton 360, the same error popped up. To fix the issue he downloaded and installed Norton internet security 2012  which was already pre installed on the laptop then removed it fully, then installed Norton 360 and the error message didn't show up and so far I've had no other issue's. Hope this helps anybody else suffering with this problem


Thanks for the feedback David83.  I have seen it with the Norton version, as well as some other programs where for some reason the old program was not totally removed the first time the removal was attempted, and when you went to remove it using a Remvoal Tool, it either would not function or would not get it all.  In order to "fix the uninstall"  you had to reinstall the inital program and then remove it and run the removal tool again in order to clean it all out.  It seems like part of the intial program does not get properly removed and for some reason the removal tool can't get to it either. 

I have seen this occurring with the Comcast Tool Bar and also Constant Guard Protection Suite removal from time to time on the Comcast forums, whre either has to be reinstalled again and the REVO uninstaller run.

Just glad you got it sorted and thanks for the feedback,  I'll keep the procedure in mind in case we run into another tough one.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Norton agents were in my computer for 2 hours Sunday and 3 hours Monday. Then still can't get the Sonar working. Error message 3039,65554 keeps coming up. Had 2 different supervisors working in the computer. They are sending the case to some kind of Response Team. 

Questions: Is my computer in danger without Sonar?

Is there some other company I can use to protect my computer? Really getting sick of this problem with Norton.

Kudos0

Re: Your PC is not protected by sonar advanced protection


Bill-W wrote:

Norton agents were in my computer for 2 hours Sunday and 3 hours Monday. Then still can't get the Sonar working. Error message 3039,65554 keeps coming up. Had 2 different supervisors working in the computer. They are sending the case to some kind of Response Team. 

Questions: Is my computer in danger without Sonar?

Is there some other company I can use to protect my computer? Really getting sick of this problem with Norton.


Welcome Bill,

Did you read the solution posted a few messages before yours? Does this apply to your situation? If so, have you tried the 'fix' that was listed and appears to have solved the problem? If not, will you try it before leaving us with a bad taste in your mouth?

Thanks

DickWin7x64 SP1 current NIS V21
Kudos0

Re: Your PC is not protected by sonar advanced protection

I will try the solution but I'm waiting for Norton to call me as promised first. Should hear from them today or tomorrow if they honor their promise to call.

Kudos0

Re: Your PC is not protected by sonar advanced protection

Hi,

The simple fix to resolve 3039,69638

1) Uninstall Norton by Running NRT

2) Delete the Norton Folder available in the C:/Windows/System32/Drivers folder of Windows OS.

Then Reinstall the Norton program.

Kudos0

Re: Your PC is not protected by sonar advanced protection

I have windows XP Home. Norton 360. Error 3039,65554 (you have listed 3039,69638). Norton has not called me as promised. I am not familiar with computers. If someone can walk me through a fix, step by step, I would appreciate it. 

Thanks,

Bill W

Kudos0

Re: Your PC is not protected by sonar advanced protection


Bill-W wrote:

I have windows XP Home. Norton 360. Error 3039,65554 (you have listed 3039,69638). Norton has not called me as promised. I am not familiar with computers. If someone can walk me through a fix, step by step, I would appreciate it. 

Thanks,

Bill W


Hi BillW,
Here is a fix per Norton.

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20100514150534EN_EndUserProfile_en_us&lg=english&ct=united+states&product=home&version=1&pvid=f-home&entsrc=redirect_pubweb&layout=Retail&partner=&ispid=&sitename=&actstat=activated&substatus=current&ncoap=1

Pleae keep us posted.

Kudos0

Re: Your PC is not protected by sonar advanced protection

The Norton agent did apply the Norton Power Eraser and reinstalled Norton. This did not help. I might try it again later this week. Thanks for your suggestion.

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