Norton Internet Security / Norton AntiVirus

[TaylorMG]

Hi can any body please help with this problem with NIS 2010.

After removing NIS 2009 and installing NIS 2010 ( Version 17.5.0.127)  every now and then I get a PC AT RISK pop up, on clicking fix now I get the following message- sonar failed to load with error code 65554 - contact Norton.

After spending approx four hrs with four different one click support personnel and being told the problem is with Norton services they informed me I need to speak to technical engineer by phone. Engineer rang two days later and after taking control of my pc informed me I need to speak to Norton virus removal services, after transferring me I was informed Norton could remove this virus for £69.99.

What is the point of NIS 2010 when I am asked to pay for a professional to remove a virus which I am sure I do not have after numerous scans and nothing found.

I cannot believe it is not possible for Norton to have no fix for my problem.

Regards Mel.t (silver server, UK.       MS WINDOWS XP PRO. SP3      I.E.8

[cgoldman]

I wonder how you removed NIS 2009. I have not heard of this issue before. I really cannot understand why someone has not told you to use Norton Removal Tool twice. Then reload NIS 2010. What virus was detected?

I think for safety you should run either Malwarebytes scanner or onecare or latest from Microsoft. The latter is available as a trial product.

[floplot Norton Fighter]

Hello TaylorMG

I would recommend that you remove NIS 2010 using the NRT. Before doing that, please save your identity safe if you use that feature. Also please have your key handy.  You may not have thoroughly removed NIS 2009 and you may have had a bad install. It is also possible that malware caused the bad install. Since you get these notices every so often, I would tend to go with a bad install.

Please download NIS 2010 to your desktop, but don't install it yet.

You can download 2010 NIS from here



http://www.norton.com/nis10

Please remember to run live update after install to make sure all updates are received and then please reboot.

Please run the Norton Removal Tool 2 or 3 times with a reboot after each run of it.

You can download the Norton Removal tool from http://www.symantec.com/symnrt

After you have uninstalled your old version, then please install the version you downloaded to your desktop. Please remember to run live update until it says no more updates and then reboot one more time.

After you do that, then please come back and let us know how you made out. Thanks.

[TaylorMG]

Hi to you both.

I have removed NIS 2010 and reinstalled around five times, it was also done by one of Nortons one click support guys.

I used NRT with internet disconnected, two to three times with a restart in between and then reinstalled NIS (version 17.5.0127)  from the desktop and ran update untill no more were required. I then ran a full scan.

I have run Malwarebytes, Windows Live One Care Safety Scanner and cc cleaner with no nasties showing up.

The problem often occurs when a Norton  CHECKING FOR UPDATES box appears , no sooner it starts then the WE HAVE DETECTED AN ISSUE WITH YOUR NORTON PRODUCT box appears, contact support.

The problem goes with a restart of the PC.

I hope the above information helps any,

Obliged Mel Taylor.

[floplot Norton Fighter]

Hello TaylorMG

What security program did you have installed before NIS 2009? If you had another security program before NIS 2009, how was it removed? If you only did add/remove, that doesn't remove it completely. Do you now have any other security programs installed with live time scanning?

[TaylorMG]

Hi floplot,

the answers to your questions,

1)  only had NIS 2007, 08, 09 and 2010 installed on my PC.

2)  all removed with NRT.

3) no other security programs installed now, but in the past I have run Windows Defender, Windows Malicious  

     Software Removal Tool and I use Windows Live One Care Safety Scanner monthly.

I had a few  problems updating from 2008 to 2009, Norton offered me 2009 to download before my subscription ran out and , if I remember correctly , I just downloaded without removing 2008, this created a few problems and I removed every thing with NRT and installed 2009 and ran with that until my subscription ran out.

The main problem I had with 2009 was that it would stop IE from loading if the Norton icon was missing from the task bar and it often told me to wait while another installer is currently running, please wait for it to complete and try again-ccSvcHst.exe.

Hope this helps Taylor MG.

[pallasma]

I just installed NIS 2010 also and I keep getting this pop-up window at startup

One Click Support - Error: "3039,65554" after I install my Norton 2010 product

I uninstalled NIS 2009, installed NIS 2010, ran live update, got the error message (for Sonar), removed NIS 2010 and reinstalled only to have the same problem again.

I run Windows Defender, Ad-Aware and I recently installed Advanced System Optimizer.

OS is Windows XP Home (SP3)

[erik_carlstrom]

Check the following:

Go to Start > Run regedit and click OK

Navigate to the following:

HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\BHDrvx86 (if you're running 64 bit Vista or Win7 replace the x86 with x64)

Look at the ImagePath value and note the path.

Navigate to the BASHDefs folder:

XP - \Documents and Settings\All User\Application Data\Norton\{GUID}\NIS_17.5.0.127\Definitions\BASHDefs\

Vista\Win7 - \ProgramData\Norton\{GUID}\NIS_17.5.0.127\Definitions\BASHDefs\

Do you see a newer folder in here?  The folder name will be a [YYYYMMDD.XXX] format.  Do you see a Temp folder? 

Did any of you run System Restore or recive a Windows Update right before encountering the (3039,65545) error? 

[mc2010]

Wasn't sure if I should start a new topic or just add on here but I recently had this same error - I am running Vista home SP2 64-bit and have had NIS 2010 since January, just a few hours ago I had a message pop up that Sonar advanced protection had failed to load and the recommended solution was to uninstall with NRT and reinstall - Norton completely shut down when this happened (did not give me a PC at risk pop up with an option to fix now, only shut down Norton and give me the erorr message with the only solution removing and reinstalling), I initially restarted the computer and it came back up with no new errors, but I went ahead & removed it anyways and reinstalled clean b/c I didn't want to take a chance on it happening again or that it looked like it was running but was really not thus making me more susceptible to viruses. 

The only recent changes are that I ran a Windows defender scan this evening (the scan started about an hour before the error) and yesterday I did an HP update and installed the new version of the HP advisor software (which now I'm thinking I probably shouldn't have).  Last weekend Norton did detect a virus that it said was removed (a trojan but I can't remember what since I no longer have the history to look at).  

I am running a scan now and will run Malware-bytes when Norton is through but my main concern is what made this happen suddenly with no problems for months, could it happen again and if I restart and it seems to be running and no errors pop up am I safe to assume that it is working properly b/c I really don't want to reinstall Norton again.  Also do I need to be concerned that this is actually the cause of a virus or was it more likely a software conflict or glitch?

Sorry so many questions and thank you in advance for the help!

[erik_carlstrom]

Unfortunately there's not enough information.  The (3039,65554) error will occur about 10-15 minutes after the system boots.  When you rebooted how long did you wait before you uninstalled the product? 

If you see the error recur, do the following:

Load a command prompt (Start > Run > CMD on XP, Start > CMD > right click on cmd.exe and choose run as admin on Vista/7)

type the following and note the state:

sc query ccHP

sc query SymIRON

sc query SymDS

sc query SymEFA

sc query BHDrvx86 (BHDrvx64 for x64 systems) 

If any are stopped, try the following:

net start SymDS (if SymDS was stopped for example) and then restart. 

If more then one is stopped, restart in the following order (skipping any that are already started of course):

SymDS

SymEFA

ccHP

SymIRON

BHDrvx86 (or BHDrvx64) - this is the least likely to be stopped for error 65554.

Make sure you wait 10-15 minutes to see if the error recurs. 

If this works for anyone, please note which driver(s) was(were) stopped.