topic Re: error 5013,3 in Norton Internet Security / Norton AntiVirus

5013,3 Error

W1mnk — Fri, 14 Jan 2011 01:47:16 GMT

2 days ago I got a window with Error: 5013,3 - I chatted with support, and they ended up uninstalling Malwarebytes and IOBit 360. They then used NRT, rebooted and installed NIS 2011 (18.5.0.125). All was well until the next bootup yesterday morning, same error. Again chatted with support and they did the NRT/boot/install NIS 2011. Well, this morning same error!! I didn't chat with support (yet). I read only one thread in the forums here that said that there was an issue with a Microsoft update. Unfortunately there was no reference to what update, or any other details. Any help with this error would be greatly appreciated. Thank you.

Regards, Jon

Re: 5013,3 Error

hamish — Fri, 14 Jan 2011 17:02:31 GMT

I'm having exactly the same issue and it started a couple of days ago as well. I also went through tech support's uninstall reinstall process with no luck. I found the same post on the forum concerning the mysterious windows update that might help but as you say, no details. Tech support also told me that I may have a windows service turned off and I should call but they are pretty darn busy so no satishfaction yet. Seems to me it would very helpful for everyone if we can get something posted in the forum - then those of us who can download a non essential windows update or turn services on or off can look after ourselves allowing Tech support to direct their time towards those who can't. I'll be watching to see if you get an answer and if I get any details, I'll post as well. Hamish

Re: 5013,3 Error

floplot — Fri, 14 Jan 2011 17:22:34 GMT

Hello W1mnk

If you have the free version of Malwarebytes, that will not interfere with your Norton product. The paid version will.

When did this problem start? Has it been since Windows updates came out on Tuesday? What operating system and sp2 and is it 32 or 64 bit? What Norton product and what version number please? Thanks.

Re: 5013,3 Error

floplot — Fri, 14 Jan 2011 17:25:36 GMT

Hello harnish

Could you please answer the same questions as I asked the O/P.? Let's see if we can narrow down the operating system. If it's from the Windows updates from this past Tuesday, i don't think there were very many updates. I don't think there were more than 1 or 2 from Jan. updates. Thanks.

Re: 5013,3 Error

hamish — Fri, 14 Jan 2011 18:20:15 GMT

Thanks for your quick response. No, I'm not using Malwarebytes - free or paid. Yes, the error showed up Wednesday after I updated my system Tuesday evening. I'm using Win 7 64 bit and Norton Internet Security 2011. (Tech support linked me up with the latest version of Norton in the uninstall renistall process.) By the way, tech support's latest message says the error is not due to a missing Win 7 service. Sounds very much like a "win 7 update" surprise outcome. Much appreciated, regards Hamish

Re: 5013,3 Error

W1mnk — Fri, 14 Jan 2011 18:59:42 GMT

I think that it did start after the MS updates!! I'm using Win 7 Ultimate x64 with NIS 2011 18.5.0.125. I did have Malwarebytes free and IOBit Security 360 paid installed but both have been removed.

Re: 5013,3 Error

amors — Fri, 14 Jan 2011 19:32:41 GMT

i had got the same error, and the Norton Assist cant solve it,

only they can do is uninstall and reinstall again and again, transfer me from one assit to another

Re: 5013,3 Error

floplot — Fri, 14 Jan 2011 22:48:16 GMT

Hello

I have a feeling if this problem was due to Windows update, there would be more than the just the 3 of you complaining about this problem.

Re: 5013,3 Error

W1mnk — Sat, 15 Jan 2011 01:56:43 GMT

I agree... however what it if were a combination of some other condition and the updates? Maybe only a couple of us have that combination, and others maybe coming forward with time. It might be helpful if some from Symantec would tell us what the error means. Without that infrormation, we are unlikely to get a resolution. And note that in the two support chats, the tech's immediate response was to NRT/boot/install. Is there a log/log reader that we can look at? And there is nothing in windows event viewer application section.

Re: 5013,3 Error

floplot — Sat, 15 Jan 2011 04:33:24 GMT

Hello

I see we had a case of this error earlier, before this latest batch of windows updates came out. In that case, it was a non essential windows update, but it doesn't mention which update. I will try and find out if I can find out which update was the culprit the last time.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Error-5013-3/m-p/357338/highlight/true#M142344

Being that it is the weekend now, there may not be any responses back to my equiry until after the weekend. Thanks.

Re: 5013,3 Error

boxwe62 — Sat, 15 Jan 2011 06:30:18 GMT

Hi,
I had the same problem.
Have the Windows service: basic filter module is activated (automatic),
then i.O.
Cu

Re: 5013,3 Error

floplot — Sat, 15 Jan 2011 21:56:40 GMT

Hello

I don't know if this has any relevance, but maybe if you all installed this one, it might have some relevance.

http://support.microsoft.com/KB/976902

I myself do not use Win 7, so really can't be of much help. This was suggested though by one of the Guru's as maybe the culprit one. I don't know since I don't use Win 7 just how many optional updates there were since Dec. or Jan.

Re: 5013,3 Error

hamish — Sun, 16 Jan 2011 20:39:36 GMT

Many thanks for getting back to us. I've installed KB976902 and then went through NIS reinstall as per tech support directions. Sadly, no change - still getting the 5013,3 error. I have a second subscription on my laptop which I loaned out to a family member for a short trip. I spoke with them today and they are getting the 5013,3 error as well. A quick security check tells me that NIS seems to be working perfectly so although annoying to get the One Check Support error message, it doesn't look like NIS is failing. If anyone knows differently, let us know. Anyway thank you for your efforts - they are much appreciated.
cheers, Hamish

Re: 5013,3 Error

huwyngr — Sun, 16 Jan 2011 22:49:58 GMT

Keep in touch Hamish -- the weekend is nearly over and more of the Norton Staff will be around (names in red) and I know that floplot has raised this where they will see about it.

BTW -- from your name :smileywink: are you located in a different region than the USA/CAN ? Just to know how widespread this error trigger might be.

Re: 5013,3 Error

hamish — Sun, 16 Jan 2011 23:42:44 GMT

Thanks Hugh, no I'm in the wilds of Canada. Hamish

Re: 5013,3 Error

amors — Mon, 17 Jan 2011 00:23:49 GMT

i had got the same error, and the norton assist could do nothing about it

Re: 5013,3 Error

huwyngr — Mon, 17 Jan 2011 00:52:03 GMT

Well that's still the USA/CAN market version ... as would Scotland now that I think of it <s>

Re: 5013,3 Error

RebeccaO — Mon, 17 Jan 2011 01:56:37 GMT

boxwe62 & amors: What operating system (including service pack) and Norton product (including version) are you using?

edited: adding amors

Re: 5013,3 Error

amors — Mon, 17 Jan 2011 12:47:32 GMT

i am using Win 7 Ultimate English X64 with all drivers are WHQL,

No Service Pack , but installed all MS Updates

Re: 5013,3 Error

TallSimon — Tue, 18 Jan 2011 02:01:26 GMT

Hi, same problem, just posted on other forum page.

Had an update from windows (Critical Update) and Norton

Regards

Simon

http://community.norton.com/t5/Tech-Outpost/error-5013-3/m-p/381816