topic Re: SONAR Problem -- Error 3039,69638 in Norton Internet Security / Norton AntiVirus

SONAR Problem -- Error 3039,69638

huwyngr — Sat, 07 May 2011 21:20:15 GMT

This morning, in the middle of dealing with some forum messages, I suddenly got a ONE CLICK screen come up reporting:

Error 3039,69638 and indicating a SONAR problem.

I ran the Begin Support Session and it went through a series of subsequent screens starting with one with a progress bar Scanning N I S ... and then coming up with::

and then:

This did not work.

leading to this:

Leaving me with this:

Later on I was looking at the Main GUI and noticed that the SONAR slider was set to OFF and I also found a thread from last year which touched on a similar problem

Sonar drops out

http://community.norton.com/t5/Norton-Internet-Security-Norton/Sonar-drops-out/m-p/339426#M138041

which I see ends 10 pages later with somone posting about having the problem 03-22-2011 08:37 PM and no replies posted.

In that thread I saw a request to run a command prompt action so I've done it and here are the results:

My system

I've done several reboots on the system which sometimes takes the red X of the NIS toolbar icon and sometimes does not. But with it OFF -- say 45 minutes ago -- the ONE CLICK At RIsk warning has popped up again.

My, he does go on doesn't he? Well what's up Doc?

WIN 7 Home Premium 32 bit

NIS 2011 18.6.0.29

------------------------------

Message:

Linares
Symantec Employee

12-06-2010 02:43 PM

Would you please do this command from a command window while SONAR still indicates as being functional?

sc query BHDrvx86

--------------------------

NIS Setting as found SONAR slider OFF

E:\Users\Hugh>sc query BHDrvx86

SERVICE_NAME: BHDrvx86
        TYPE               : 1 KERNEL_DRIVER
        STATE              : 1 STOPPED
        WIN32_EXIT_CODE    : 31 (0x1f)
        SERVICE_EXIT_CODE : 0 (0x0)
        CHECKPOINT         : 0x0
        WAIT_HINT          : 0x0

E:\Users\Hugh>

NIS Setting SONAR slider set to ON manually by me

E:\Users\Hugh>sc query BHDrvx86

E:\Users\Hugh>
E:\Users\Hugh>

--------------------------

Regardless of slider setting NIS reports At risk -- FIX now and fails to fix problem regardless of that slider setting.

Re: SONAR Problem -- Error 3039,69638

floplot — Sun, 08 May 2011 20:52:58 GMT

Hello Hugh

Have you tried uninstalling and reinstalling NIS 2011?

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=v58454233_EndUserProfile_en_us&ln=en_us

The first part I believe you have done. If you click on what if this hasn't worked, it will bring you to.

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&selected_nav=&id=&entsrc=&pvid=&docurl=kb20100423023225EN_EndUserProfile_en_us

Maybe this is the solution to try.?

Re: SONAR Problem -- Error 3039,69638

huwyngr — Sun, 08 May 2011 21:25:23 GMT

Flo,

No I haven't uninstalled and reinstalled partly because I wanted to give Norton time to ask questions -- the earlier thread I linked to IIRC ended up in the air at least from what was going on with I think a couple of NOrton Staff messages one of which involved PM and that sometimes means uploading logs.

The thing is that even if I put the slider for SONAR back on ON and am no longer labeled At Risk after a period of time it resets to OFF.

One thing I did this afternoon was run MWB on the C: (boot) and E: (WIN 7 active) drives and it comes up clean.

Thanks for the suggestion but I'll give it until tomorrow before I think of reinstalling.

Re: SONAR Problem -- Error 3039,69638

Tech83 — Mon, 09 May 2011 04:59:57 GMT

Hi! Huwyngr,

I know this may sound crazy but have you checked for disk errors and memory errors? Also try reseating system memory and drive connections; I've seen this work before, however a re-install of Norton was required. :(

Tech83

Hope things turn out for the best for you; Good Luck!!

Re: SONAR Problem -- Error 3039,69638

Shridhar — Mon, 09 May 2011 07:32:44 GMT

Hi :

Having the same issue.

One click support session starts automaticaly after a few minutes of Windows startup.

Using Win7 x64 NIS (18.5) (not received the update 18.6 yet )

Re: SONAR Problem -- Error 3039,69638

huwyngr — Mon, 09 May 2011 22:55:36 GMT

Shridhar,

Hang on for a while since I'm getting some useful information direct from Symantec.

The simplest solution seems to be to uninstall and reinstall -- if you want to try that we can give you a link to a direct download of the one piece installation file and some guidance. If you do it on your own don't forget to save your Identity Safe data to a safe place "in case".....

More later I hope.

Re: SONAR Problem -- Error 3039,69638

floplot — Tue, 10 May 2011 06:34:22 GMT

Hello Shridhar

My links above also give instructions for this error if you do want to try it without waiting for what Hugh will find out. After you run the removal tool, you are given a listing of products to pick so you can reinstall your product. and do back up your identity safe file which you should be doing regularly any way. Thanks.

Re: SONAR Problem -- Error 3039,69638

Shridhar — Tue, 10 May 2011 18:50:13 GMT

Hi floplot & Hugh :

Well, I would wait only for a couple of days to see if I get any solution otherwise I am going for Uninstall reinstall option.

Just to ask, I am still running version 18.5 , so does the update to version 18.6 resolve the issue ?

Thank you both for your help.

Shridhar

Re: SONAR Problem -- Error 3039,69638

huwyngr — Tue, 10 May 2011 21:57:33 GMT

Shridhar wrote:
Hi floplot & Hugh :

Well, I would wait only for a couple of days to see if I get any solution otherwise I am going for Uninstall reinstall option.
Just to ask, I am still running version 18.5 , so does the update to version 18.6 resolve the issue ?

Thank you both for your help.
Shridhar

I've heard from Norton that a stafffer is reviewing this thread and should join in "any moment" (I hope)

If you can get the update it might be worth doing so since I've not had the popups for a few days now and I did get the update early. It fixes a lot of other stuff too, not just FireFox.

Re: SONAR Problem -- Error 3039,69638

bjm_ — Fri, 13 May 2011 16:51:16 GMT

Hello huwyngr

Been following your well documented Topic/Issue with interest.

Norton staffer is still reviewing ? ?

Thanks

Re: SONAR Problem -- Error 3039,69638

huwyngr — Fri, 13 May 2011 22:21:27 GMT

Good question -- I'll try and find out but I have posted perhaps in another thread that updating to the current 18.6.0.29 after a complete cleanup -- Remove Program, run Norton Removal Tool twice with a boot between and then delete manually all Norton folders under / ..... / Apllication Data/ ..... [exact location depends on version of Windows being used] -- it has not reoccurred during the last 3 days.

May be worht trying.

Re: SONAR Problem -- Error 3039,69638

Shridhar — Tue, 17 May 2011 12:21:05 GMT

I am still facing the same problem even after complete uninstall reinstall using NRT twice with

a couple of reboots.:smileysad:

Anyone has an update on this issue ?

Re: SONAR Problem -- Error 3039,69638

huwyngr — Tue, 17 May 2011 15:54:15 GMT

I did ask for help and I've nudged them again now the weekend is over ......

Re: SONAR Problem -- Error 3039,69638

Carlos_Linares — Wed, 01 Jun 2011 01:22:18 GMT

Hi huwyngr,

We are currently looking into this issue and will contact your privately for more information and with a resolution.

Thanks,

Re: SONAR Problem -- Error 3039,69638

huwyngr — Wed, 01 Jun 2011 15:01:01 GMT

Thanks for jumping in Carlos. I got your PM and replied ......

Re: SONAR Problem -- Error 3039,69638

Pcloverxp — Wed, 01 Jun 2011 19:06:16 GMT

The same thing happened to me as I was checking my email. The one click support just opened up and said that an error has occurred and it was SONAR that had the issue. I could set the slider for SONAR back to on but it still said AT RISK. I ended up just uninstalling and reinstalling NIS 2011. Funny thing was that the problem started a week or two after the 18.6 update that was installed through LiveUpdate. I just reinstalled using the full 18.6 installer. We'll see if it stays normal or not.

Re: SONAR Problem -- Error 3039,69638

Pcloverxp — Fri, 03 Jun 2011 07:33:24 GMT

Well, my luck just ran out I guess. I just got another SONAR error 3039, 69638 right after I got done using Ghost 15 to restore a hard drive partition on my system from within Windows. I reinstalled NIS 2011 with the 18.6 full installer on 5-27-11 and so far it was ok until now. Question now is what happened?

NIS 2011 v.18.6; Norton Ghost 15.0.1; Norton Utilities 15; Windows 7 Pro SP1 32 bit; IE9

Re: SONAR Problem -- Error 3039,69638

Pcloverxp — Sun, 10 Jul 2011 03:59:55 GMT

I just got this error once again this evening. I tried uninstalling NIS 2011 and then using the NRT and then reinstalling it again. It works normally for a month or two and then the error comes back. Has anyone else had luck getting the error with SONAR resolved? It's getting tiresome having to redo my hard drive to a clean state and then install NIS 2011 just to have this issue reappear after all my hard work getting my system back to normal. I ran liveupdate until all updates have been installed and then ran it again to make sure there were no more updates.

Re: SONAR Problem -- Error 3039,69638

huwyngr — Sun, 10 Jul 2011 17:34:49 GMT

Pc,

Windows 7 Pro SP1 x64 / IE9 / Firefox 5 / NU 15 / NIS 2012 BETA 19.0.0.128

Windows 7 Pro SP1 x86 / IE9 / Firefox 5 / NU 15 / Ghost 15 / NIS 2011 18.6.0.29

Is this a dual boot or two PCs? I ask because someone in a different context has encountered oddities when one PC has two different versions of the same Norton installed on it .....

Re: SONAR Problem -- Error 3039,69638

floplot — Sun, 10 Jul 2011 22:29:13 GMT

Hello Hugh

This one is 2 different Norton products since one of them is NIS 2012 beta and the other is NIS 2011. I don't think this counts as different versions of the same Norton product.