I downloaded and ran the free version of malwarebytes and it indicated 6 trojan files and a suspected registry entry. I let it clean those up. I rebooted and NAV2009 has been running fine all day with Advanced Protection ON.
I do not know how the trojan got on there in the first place, I've been very lucky over the past 20+ years of PC use to have never had a serious computer virus infection. This particular attack was fairly minor compared to the horror stories I've heard.
What good is the anti-virus software if it can get messed up by a trojan or virus? Isn't keeping my computer clean the whole reason for the money I paid for it?
I've had it occasionally go through a boot-run and use-shutoff cycle and not give me the pop up, but that's very rare. Usually with 1-10 minutes of running I'll get the error.
Can anyone tell me after the sonar errors comes and the NIS icon turns red, whether NIS really protects against the virus, malware etc. I am not sure after the NIS icon turns red, whether its really protecting.
Norton Corp please help to resolve this problem. What is the status of this problem? Its really frustrating to buy a product and find that it has problem and the problem is not being addressed.
Has anyone tried downloading the newest internet explored to fix this? I got desperate and updated to IE 8 Beta — for more than 3 hours now, I haven’t the red norton issue.
Nothing is happening to fix this. I check from time to time with the Chat support that informs that a fix will be available in 2-3 days; unfortunately, that 2-3 days seems to be a moving target.
Here is my experience in the hope that it might help others with problems as well as those at Norton who still haven’t fixed the problem:
I purchased the product for 3 computers but only installed it on one (don’t ask me why, I don’t know.)
My second computer got hit with a virus so I decided to add NIS to it since it was available to me.
I updated it and scanned the computer. It said that I had Vundo and that it would take it off. I noticed that even on full scan, it was only scanning about 5000 files when I know there are well over 100,000 on the computer.
Shortly after this, I noticed that Advanced Protection would turn off. I confirmed that it was turning itself off exactly 10 minutes after NIS started when I turned on the computer. Trying to click the “fix” button resulted in no fix. (This was the 3039,1 error.)
I uninstalled and reinstalled it but had the same problem. I had one of the techs do it remotely and still the same problem.
Based on another post in this thread, I downloaded Malwarebytes program and ran it. It found 47 threats. After taking care of the threats through Malwarebyte, everything seems to be working fine now.
Ok, since I got the virus BEFORE installing NIS, I assume that whatever version of the virus I had was waiting for NIS and somehow corrupted it as it was being installed on my system. This would account for why it would wait 10 minutes EXACTLY before turning off the Advanced Protection. It would also account for why it was only scanning a small fraction of the files on my computer when doing a FULL scan.
My belief is that this virus has been tailored to attack NIS itself and obviously, the folks at Norton have not gotten this figured out yet. The reason Malwarebyte was able to kill the virus is because the virus is not tailored to Malwarebyte.
This is mostly just my opinion based on what I saw happening. I could be wrong. I hope that it can serve others who have had this problem. Good luck everyone!
I appreciate your insights. I can tell you I have run malwarebytes and the system is clean. I then install (reinstall) and the problem returns.
I have wasted a lot of time on this. I have two computers, (Dell and Lenovo Laptops)... NIS2009 is on both of them, the problem only happens on the Lenovo.
I suspect it has something to do with the system file checker. My SWAG is that Norton is replacing a DLL and the system is putting back the old one... this is only a SWAG.
I feel for you ET. The only thing I can say that was different for me was that I installed malwarebyte while NIS was still installed (and not working properly) and that after I ran malwarebyte and restarted the computer, NIS was working correctly. I did not uninstall NIS in order to run malwarebyte. I don't know if that made any difference. I hope they get this problem solved or I will definitely start looking elsewhere when my subscription is nearly expired.
I tried Malwarebytes with no effect and ran the Norton full scan in safe mode. I happened to have a valid copy of Spy Sweeper by Webroot and ran than. It found some cookies that it eliminated. I then uninstalled Spy Sweeper (about to expire anyway) and since rebooting no red x. It could come back at any time but this suggests spyware as the cause.
I continue to follow this thread with great interest, hoping that one day I'll see a post about the problem being resolved.
I also had the 3039,1 error with NAV 2009. I tried all of the previously suggested remedies, spent hours on the phone and online chats with the Indian techs, and ended up allowing one of them to revert my system to NAV 2008. Granted, it did resolve my 3039 error, but now I get the 3010 error on start up. The 3010 error has to do with a subscription synchronization error. Of course I follow the instructions to resolve that, but it keeps occurring.
What ticks me off is that I paid for Norton Antivirus 2009 and have to settle for NAV 2008. NAV 2009 is supposed to require less overhead and have less of an impact on throughput.
Back in October, forum administrator Tim Lopez posted "We should have a fix for the 3039,1 error released very soon. We're on the final stages of testing the fix to ensure it is safe to release.When the patch is release, we will post an announcement on the forums". The last we heard from him, on 12/15, was "Unfortunately, I do not have any more information right now. We're working on resolving this issue. I was able to reproduce this issue here. However, this error could be caused by different factors. I'm hoping the issue I had is the exact same one you have so that we can fix your issue. I'll post more information as it becomes available. Thanks!"
I've been a Symantec Norton user for many years and have been generally happy with the products. I am rapidly losing confidence in the company and their ability to produce a trouble-free product. Sadly, their sub-par off-shore customer support only adds to greater customer dissatisfaction.
There you will see a list of XP services. I suggest you clear the event log, reboot and look in the event log (SYSTEM and APPLICATION) to make sure no errors are being generated.
First fix the errors. ;-)
Step two, is to read about each service, following BlackViper's advice. If the service is not necessary, disable it.
Finally reboot, and check the event viewer to see if you caused any errors.
I DID NOT UNINSTALL/REINSTALL to make it work. I suspect it is one of the service, but I can't tell you which one.
AHHHHH.... CRAP......... After working for over 24 hour with no errors... as I am typing this, I just got the error!
This problem is getting frustrating. Not getting any updates at all from Symantec, leads me to believe no one is working on this problem.
Being told that at fix will be available in the next 24 to 48 hours, is either 1) a lie or 2) Symantec does not have a clue as to what is causing this problem. either way, the customer soon develops an attitude about Symantec support.
I have been working with computers for the last 28 years. Yes, I know there were no PC's back then.
It is important to set customer expectations, and to do so as honestly as possible.
What is more frustrating? Waiting at the airport for hours with no information given, or waiting based on the current information weather, mechanical or what ever. I don't vent my frstration at the airlines when 12 inches of snow is dumpped in Denver, or a computer needs to be replaced before take off.
I have two questions.
1) Why is this 3039,1 problem listd under BETA: Norton Internet Security/Norton Antivirus? I purchased the product at Target. I would assume that Symantec does not ship beta product to Target.
2) Tim Lopez, can you please give us an update on the situation. Is this a problem that could be resolved if we reconfigure our computers, possibly disable a service? Any information at all could help the community help you. We are not sheep, a few of these people have been working on computers, before Peter Norton published his first book. at
I have personally uninstalled an re-installed NIS2009 numerous times. Any tips at all would be appreciated.
Sorry about the lack of response. Please do not think that we are not working on this problem. I'm actually devoting a lot of my time to this specific issue and ensuring that I have this information relayed to the proper people.
You could try using the Intelligent Updater to see if you see the same issue that I had with the 3039,1 error. Running Intelligent Updater fixed the issue for me. However, this solution may not correct it completely.
I'll continue to give any updates on this as they become available. I would encourage anyone who is having this issue to Contact Technical Support and work with them through this. They should have a few solutions that might be able to help, but also it registers in the tech support system that they're getting high call volume for the 3039,1 error. Tech Support is still the best way to let us know that you're having an issue, as they will be the first group to be informed when solutions are available.
Also, the Norton Community User Forums are in Beta, not the product. You are correct that we do not ship beta products to Target (or anywhere in the sales channel).
I'll let you know of any updates as soon as I get them.
Message Edited by Tim_Lopez on 01-14-2009 12:34 PM
I have give up on waiting for a fix. As the screen below shows, I'm on my last day of my subscruption. I do not plan to renew. Instead, I will most likely leave it expired and plan to switch over to NOD32. I can not believe how long this issue has gone on, or the fact that Norton would choose to lose longtime customers over it.
