02-08-2011 03:32 PM
So, I got Error 3039,65547 on NIS 2011 today, and the support page tells me I need to do a fresh install of NIS. I wouldn't mind so much, except I have Scan and SONAR Exclusion Lists that are ~30 items apiece, and I had to manually copy them all out and paste them back in last time I had to re-install. I know that this feature wasn't in NIS 2010, and I can't find it in 2011, but is there any way I can export these lists and re-import them after I re-install?
Or, if there's a way to fix this without re-installing, even better. The only thing that seems to be wrong is that the SONAR module is dead...
P.S.: Computer specs (just in case):
Windows 7 (32-bit)
4 GB RAM (3 GB usable)
02-10-2011 07:11 AM
What version of NIS 2011 do you have? You can find this from Support > About.
You can try going to Support > Get Support and walk through the wizard and see if it is able to find and detect the problem but it sounds like you may have already tried this.
Do you have any other security software installed besides NIS? How long has NIS been installed and was everything OK for a time before you saw this error come up? Does the problem persist after restarting the computer?
If the problem is still present after trying the above, then I'm sorry that the most viable way to resolve this would be to uninstall and reinstall. There is no way to back up the exclusions so make sure and have them copied somewhere. It seems you have a lot of exclusions configured. Is there a reason for needing to have so many exclusions? You can also suggest a way to back this up by posting in the Norton Ideas Forum.
The Symantec KB article on this error code is here.
I have included a more detailed procedure below.
If you use Identity Safe you should back up this data first. Please see this link for details on how to do this.
Before you use the removal tool, please download the full version of NIS 2011 from here. Please note that this is the English version so please let me know if you need a different language and I will provide the appropriate link.
Once you have downloaded NIS, you can proceed with use of the removal tool as indicated below.
Please NOTE that this removes ALL Symantec products so be sure to have your license keys ready as you will need to reinstall all your Symantec software products. You can get your Norton product key from your Norton Account.
Once done please download the Norton Removal Tool from Symantec from this link.
For your protection, disconnect from the Internet before continuing.
Do a conventional uninstall of NIS via the Control Panel and then restart your computer.
Run the Norton Removal Tool and once it is completed, please reboot your computer. Once up please run the Removal Tool one more time and once again reboot.
Then please install NIS 2011 from the full version downloaded earlier. Once installed please reconnect back to the Internet and run Live Update repeatedly (rebooting as requested) until it reports there are no more updates.
You can then reconfigure the exclusions as desired.
Hope this helps and please let us know how it goes.
02-11-2011 07:48 PM
Thank you very much for the detailed reply. I have had NIS installed ever since I built this machine, and I've had NIS 2011 installed since it was released. Regarding rebooting my computer, that did not solve the problem at first, but NIS didn't complain today when I booted it up, so we'll see if NIS managed to fix itself.
The reason that I have so may exclusions configured is basically this, which I posted to the suggestions forum a while back. The long and short of it is that I play a lot of Japanese video games, and Norton doesn't take too kindly to their installers or executables. In order to keep Norton from freaking out every time I run one, I have to exclude their install directories.
I will take your advice and post the exclusion export idea to the forum. Hopefully it gets more attention than my other suggestion.
P.S.: I'll post back with my results if Norton starts throwing that error again.
02-12-2011 08:15 AM
Thanks for the update. What is the status of NIS currently? Is it showing Secure? Is the SONAR module functioning properly now?
If SONAR is not functioning you most likely will need to reinstall NIS as outlined in my earlier procedure.
The more posts in support of a suggestion and the more Kudo's a suggestion gets in the Norton Ideas forum, the more likely Symantec will implement the suggestion in a future release.
02-14-2011 12:35 AM
NIS seems to be working correctly as of late, and it does show secure. As for the idea suggestion, the mods over there redirected me to a couple of ideas that are currently "under consideration," so hopefully we'll see that feature in a future release.