1:09 PM CaseManager: As I have full confidence that this issue will not come back.
Hi you know that problem that was suppose to be fixed yesterday? It's back!
I refuse to use Chat Support anymore. I do not have the time it takes for them to check on things. They always promise it is fixed. But that is never true.
What should I do now?
Hi sgfc,
In my opinion the only positive way to cure the issue is to re-image your pc and install NIS 2011 from scratch.
If you can't do that then use the NRT to uninstall NIS but beware it will rip out any other Norton products that you have installed.
In previous posts I have said that Sonar only started dropping out when I upgraded to NIS 2011 from 2010.
Deric
I don't really feel like reformatting.
I have three hard disks. 1 with Windows 7 Ultimate 64 bit 1 with Windows XP Professional 32 bit and 1 that is storage.
On my Windows 7 Ultimate 64 bit hard disk NIS 2011 18.5.0.125 works fine.
On my Windows XP Professional 32 bit hard disk NIS 2011 18.1.0.37 SONAR keeps erroring out (65554).
The following has been run NRT, NBRT, NPE, Norton Utilities, Deleted Temp and Prefetch files, Run Registry Crawler, Uninstalled and reinstalled NIS 2011 18.1.0.37, Windows Update, Windows File Protection Scan.
Nothing has fixed it yet. The only thing that will help is a debug tool.
OK. When you are able to reproduce the issue and complete the steps in the link, please let me know, so that I can check our backend for the logs.
Thanks for your time and effort.
-jaemsz
Will let you know as soon as I am able to reproduce it.
Sonar (18.1.0.37) drops out on my Win7 32 bit system, was your copy of NIS 2011 an upgrade from 2010 installed on the XP Pro drive?
It looks like there isn't much more that you can do to try and resolve the issue other than using the debug tool.
I was involved in testing NIS 2011 and as a tester it was necessary to produce a completly "clean" platform to test on except when we reached the compatibility stage
I don't want to re-image and install from scratch yet and loose 90 days of subscription.
Deric
<< ... and loose 90 days of subscription. >>
I'm not sure why you would lose that subscription -- Customer Support can usually correct anything like that.
I've always done the upgrade the same way.
Downloaded the free update and let it's installer uninstall the older version of NIS. If it was from doing it that way without a clean install. Then how come my Win7 hard disk with NIS 2011 is fine?
Also the chat techs have cleaned NIS off of my hard disk as thoroughly as possible. Norton Utilities scanned my registry for broken entries and repiared them all. Then he installed NIS 2011 18.1.0.37 again.
I'll try that SymNRA thing and see what happens.
I was not able to reproduce the SONAR bug.
However I was able to log this bug ~> http://community.norton.com/t5/Norton-Internet-Security-Norton/Norton-Internet-Security-2011-18-1-0-37-XP-Bug/m-p/296500#M127968
I've logged that bug twice and not heard back about it.
I will leave SymNRA installed and operating till I can reproduce the SONAR bug.
Funny story.
I was able to reproduce error 65554 and submitted the files through NRA and it failed to send successfully.
Hi Hugh,
If that is the case I will reimage next week, install NIS 2011 and see if customer support can come up with the goods.
That means that I should finish up with about 450 days subscription and Sonar in a stable state.
When I have upgraded free from 2010 to 2011 it has taken upto 7 days for Sonar to drop out and my concern was for other users that had upgraded in the same way and experiencing problems with Sonar because I am convinced that it is the upgrade that is at fault.
During testing of NIS 2011 I never experienced a problem with Sonar on this same multi-boot machine which I still use for testing using Win 7, Vista and XP.
Deric.
What will be on the image that you will be restoring in terms of the Norton Product? The trial version or the image of an updated and activated version?
The only thing you might have to watch is that you do not insert a KEY. If it needs activating I think you should use Support / Subscription Status on the Norton GUI.
If there is then a problem contact Customer Support by CHAT.
You might want to make a screen shot showing the number of days and even a screen shot of your MyNortonAccount, just in case ... but from all we've heard I don't anticipate any problem.
Oh yes -- back up your Identity Safe Data off the hard drive ....
I can revert to a basic test platform with no software installed or I can revert to a general platform with minimum software and in both cases no Norton products loaded.
Both platforms are completely clean and are used for testing, I can then choose another level with Norton products installed to test compatibility issues.
Finally I can install NIS 2011 on any one of 4 operating systems so the options are endless really and identity safe data is backed up onto external drives.
I have a downloaded released version of NIS 2011 with a 3 pc license waiting to be loaded in the new year so I will use that to give it a try.
Deric
Then you don't have to activate right away?
And as long as your MyNortonAccount shows your correct number of days I'm confident you won't lose that.
Thanks Hugh for your time and advice, I will probably have a go at it next weekend.
It will give Sonar chance to drop out again so I can send the logs on this issue.
Deric
I just need an FTP server or some place to send my log files. NRA tries to send but fails.
SGFC wrote:I just need an FTP server or some place to send my log files. NRA tries to send but fails.
See Jamesz message:
http://community.norton.com/t5/Norton-Internet-Security-Norton/Sonar-drops-out/m-p/351402#M140917
That is no help. That SymNRA tool FAILS to send the logs.
I need a FTP site owned by Symantec to upload it to.
Why doesn't anyone understand this? If I try to resend it. It sends a new set of logs that have zero information.
It gets a bit fustrating dosen't it,
when we have complained about failures to upload logs when testing, Tony Weiss has arranged an alternative site to use.
Deric