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Visitor
IBfast220r
Posts: 5
Registered: ‎12-03-2011

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!

dickevans
Posts: 12,320
Registered: ‎04-08-2008

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. :smileymad::smileysad:

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 NIS V21
Symantec Employee
selva_raj
Posts: 24
Registered: ‎09-17-2011

Re: One Click Support Error:3039,69638

hi ,

 

   try to reinstall the norton , click here to download norton

 

regards

selva

Visitor
IBfast220r
Posts: 5
Registered: ‎12-03-2011

Re: One Click Support Error:3039,69638

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

DistEd2
Posts: 1,965
Kudos: 412
Solutions: 81
Registered: ‎08-11-2011

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!" :smileyvery-happy:

 

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

Visitor
berstan
Posts: 1
Registered: ‎11-30-2011

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

DistEd2
Posts: 1,965
Kudos: 412
Solutions: 81
Registered: ‎08-11-2011

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.

Visitor
IBfast220r
Posts: 5
Registered: ‎12-03-2011

Re: One Click Support Error:3039,69638

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

DistEd2
Posts: 1,965
Kudos: 412
Solutions: 81
Registered: ‎08-11-2011

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....

Visitor
IBfast220r
Posts: 5
Registered: ‎12-03-2011

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.                                                                                                                                 Insert emoticon