Norton Internet Security / Norton AntiVirus

[huwyngr Norton Fighter]

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:

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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 

12-06-2010 09:51 AM

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:

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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

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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

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

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

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>
E:\Users\Hugh>

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

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

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[floplot Norton Fighter]

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_u...

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=&docu...

Maybe this is the solution to try.?

[huwyngr Norton Fighter]

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.

[Tech83 Super Phishing Phryer]

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!!

[Shridhar]

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 )

[huwyngr Norton Fighter]

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.

[floplot Norton Fighter]

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.

[Shridhar]

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

[huwyngr Norton Fighter]

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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

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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.

[bjm_]

Hello huwyngr

Been following your well documented Topic/Issue with interest.

Norton staffer is still reviewing ? ?

Thanks