My Norton 360 says that my SONAR advanced protection is turned off, it will not find a solution on my product and the internet page won't load when I click 'view solution' could you please help me find a solution for this problem.
Regards,
Tom Goodman
Hi tom_goodman, Welcome to the Forum. Could you tell us the version number of your product (click on Support>About), and also which Windows operating system are you using, and which platform, 32-bit or 64-bit? Thanks, RichD
Hi,
can you please tell us the exact version of your Norton product?
1. Open the main window
2. Click on Help & Support -> About menu
3. On the About window find the version number (it will look like this: 5.1.0.29)
Thanks!
I have the same problem. How do I fix this? My version is 5.0.1.29 of Norton 360. I have Windows 7 operating system.
Did you updated from a previous Norton version?
This is exactly what I am going through to. My Norton 360 v.5 says that my SONAR advanced protection is turned off. I keep running Live Update, it seems fine for a few minutes then I get the error message again (3039 69638). I have Windows 7 running at 64 bits. My system crashed 2 days ago, I got it up and running again today but Norton was not accessible anymore (the icons were on the desktop but did not link to the program). I uninstalled and reinstalled Norton 360 many times by downloading it from my Norton account online. I also downloaded the Norton Removal Tool, used it then reinstalled Norton 360 (interesting as the icons were still left on my desktop after using the removal tool). Incidentally, I had Norton Internet Security, then updated to Norton 360 only this today.
Does anyone have any ideas about this?
Hi i have the same problem. I have the version 5.0.1.29 and Norton 360 and windows vista. Does anyone no a solution to the problem?
I can't find any evidence that anyone has ever encountered this before this thread. Yet we're certainly seeing a lot of occurrences now. That brings two possibilities immediately to mind (there may be others):
Good luck--and keep us posted. One way or the other, we'll help you get this figured out!
Googling SONAR 3039,69638 reveals this error to be widespread, going back years. Because repeated reinstalls no not appear to solve the problem for many, it would appear to be a bug inherent in the Norton platforms, specifically in the NIS SONAR component.
My personal solution until Norton addresses and fixes the problem is simply to ignore the error and the SONAR engine entirely while replacing the behavioral analysis function withy the free program ThreatFire which does the same thing. I know TF isn't Norton, but with this recurrent 3039,69638 error neither is Norton.
Interesting--I confess, I hadn't Googled, only searched these forums...since it seemed safe to assume that if this was widespread before now someone would have come here to ask about it. Just goes to show it's never safe to assume!
Thanks (to all) for bringing this here, since it's more likey to get the attention of someone who can do something about it!
I am also concerned about this related thread, which suggests that there are circumstances under which the user can't effectively exclude files or folders from analysis using the functionality provided for doing so. Would be nice if appropriate fixes could find their way into the final release of 36660 v.6....
I got sick of this and installed the 360 beta 6. Which expired in 6 days. Uninstalled it and reinstalled 360.5
Now it works fine.
I think Norton has so;me problems
foxgloverose wrote:This is exactly what I am going through to. My Norton 360 v.5 says that my SONAR advanced protection is turned off. I keep running Live Update, it seems fine for a few minutes then I get the error message again (3039 69638). I have Windows 7 running at 64 bits. My system crashed 2 days ago, I got it up and running again today but Norton was not accessible anymore (the icons were on the desktop but did not link to the program). I uninstalled and reinstalled Norton 360 many times by downloading it from my Norton account online. I also downloaded the Norton Removal Tool, used it then reinstalled Norton 360 (interesting as the icons were still left on my desktop after using the removal tool). Incidentally, I had Norton Internet Security, then updated to Norton 360 only this today.
Does anyone have any ideas about this?
Welcome,
Sorry about the problems. How did you uninstall NIS before you installed 360? These are different products and can conflict. The Norton Removal Tool found here: http://www.symantec.com/nrt/ will clean out all of both programs so you can do a clean install of either. Keep us in the loop.
domnilec wrote:I got sick of this and installed the 360 beta 6. Which expired in 6 days. Uninstalled it and reinstalled 360.5
Now it works fine.
I think Norton has so;me problems
The 360 beta is a work in progress and it does have problems. This is one of the reasons it is still in beta and we are still finding ways to break it. As the notes state it is not ready for productions systems. If you do run it on a production [your everyday] system then you have been warned that 'stuff' can happen.
stay well and surf safe
Hi
I'm a newbie to this but I had Internet Security 2012 trial on my computer but un-installed it (using Your Uninstaller Pro) before I downloaded Norton 360 V5. My system is Windows XP, SP3 with all current updates installed.
I have done the uninstall, reboot, uninstall with NRnR, etc 3-4 times and still get the error 3039,69638 with SONAR after 2-4 minutes. I have no other Security/virus software installed.
What do I need to do, (in simple terms please), to get N360 to run properly? Interestingly it installed on my laptop OK but that is a window 7 machine
Know what you mean, I have just(Monday) bought a new pc with Norton 360 from PC World fully installed and it has been coming on after the first 10mins every 10 mins, I have done all the updates and switching off also remove/reinstall movements Took it back the next day had it checked and reinstalled but is still the same.If any one finds a result can they explain it in a way us simpletons can understand it..Do you think I can take it back as "not fit for use"
Harrier wrote:Hi
I'm a newbie to this but I had Internet Security 2012 trial on my computer but un-installed it (using Your Uninstaller Pro) before I downloaded Norton 360 V5. My system is Windows XP, SP3 with all current updates installed.
I have done the uninstall, reboot, uninstall with NRnR, etc 3-4 times and still get the error 3039,69638 with SONAR after 2-4 minutes. I have no other Security/virus software installed.
What do I need to do, (in simple terms please), to get N360 to run properly? Interestingly it installed on my laptop OK but that is a window 7 machine
Hi,
Do you have any other security software on you computer?
It is possible that the NRnRT isn't doing the complete job. Try using the NRT found here: http://www.symantec.com/nrt/
This is the information I found on your error message: https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=v65023710_EndUserProfile_en_us&lg=english&ct=united+states&product=home&version=1&pvid=f-home&layout=Retail&partner=&ispid=&sitename=&actstat=activated&substatus=current&ncoap=1
Let us know what happens
Yes I have reason to believe that a malware encounter is impossible. I've had the same problem (ref 3039 69638) on two BRAND NEW HP desktop machines in the last 48 hours. I've tried countless uninstalls and reinstalls using the recommended Norton removal tool and also the NRnR (Norton Remove and Reinstall) tool to no avail. The machines were both bought from PC World and both run Windows 7 Home Premium x64 (models HPE h8-1170uk and HP p6-2065uk). Interestingly I did not have this problem with my old desktop (HP Pavilion Slimline S5229UK) which also ran Windows 7 x64. Also, I've just formatted my wifes laptop which also runs Windows 7 x64 and no problem there either when I reinstalled Norton 360.
So, why the problem with the two new machines? I am flumuxed! Its recurrent and occurs around 8 minutes after a restart and won't go until another restart only to reappear after 8 minutes! I've been downloading 360 from the link in my Norton account online. In desperation I have even downloaded a slightly older version of 360 from here
http://buy-download.norton.com/downloads/CLT/N360/US/2011/5.0/ESD/N360-ESD-18-5-0-125-EN.exe to see if that would work! Its didn't . . . sonar turned itself off after 10 minutes!
Norton support were of ZERO help and insisted I remove and reinstall (even though I'd explained I had done this countless times!). The agent did this for me and of course everything worked fine for 8 minutes by which time she was gone! Why oh why haven't Symantec address this problem???
I am going to try ignoring the Sonar error and install ThreatFire (as ToYo suggested earlier) to run alongside 360. If this gets annoying then I'll have no option to get rid of 360 and look elsewhere (probably MS Security Essentials) and Symantec will have lost a loyal customer!
Welcome rainforest,
I will accept your rejection of malware. I will also ask if there is any other security program installed. This would include Microsoft Security Essentials. I'm not sure what Hp preinstalls these days, I've been off the bech a few years. I ran into a similar problem a while back running different versions of the same program. That has been resolved and I haven't had any problems since.
keep us in the loop
Hi Dick,
Same as Harrier, the machines came preinstalled with Norton Internet Security which I uninstalled straight away with the Norton Removal Tool and then installed 360 v 5. No other security programs installed.
You say your problems have been resolved, any clues as to what you did to achieve resolution? No matter what I try the problem persists!
Thanks for your help.
Hi rainforest,
First of all there is a similar thread here:
It has in fact been solved and I have done some research on both of your newly purchased systems and the possiibility that you face the same situation may exsist. Both of your system come with NIS 2012 preinstalled.
My first question is:
On your first installation attempt of N 360, did it ask for NIS 2012 trial to be removed? If so, how did you remove it and what procedure did you follow?
In the other thread it appears that for some reason not all of the digital debris from the NIS 2012 install had been removed prior to installing N 360. What can happen sometimes, is that the "normal removal of the previous Norton product during the installation of another Norton product" does not do a thorough job. In such a case the Norton Removal Tool needs to be used for the remainder of the cleanup. Unfortunately unless you know there is this possiblility, the normal user does not run the NRT, thus leaving debris behind and inpacting the ability to install the new (N36) Norton porduct. From what I have seen, this does not occur everytime, so most users may never encounter this situation.
That said, and this will sound crazy to you, but please do the following.
Uninstall via Control Panel (Programs & Features) any Norton 360 that is shown. Reboot
Download and run the Norton Removal Tool, Reboot after running.
Download and install a fresh copy of NIS 2012 from here: www.norton.com/nis12 Reboot
Uninstall NIS 2011 via Control Panel (Programs & Features) Reboot
Rerun the Norton Removal Tool and reboot.
Download a fresh copy of Norton 360 from here: www.norton.com/n360s_5
Install the fresh copy of Norton 360. Run LiveUpdate as many times as necessary for it to respond that there are no updates available (rebooting as requested by LiveUpdate). Reboot after receiving the "no more updates available" response.
Please let us know how this goes after the required wait to see if your problem is corrected.