I'd purchased a new laptop windows 7 and also bought Norton 360 ver 5.0 with it. After installing it, it came up with an error, I've followed the self help notes, and have un installed and re installed twice with no effect.
Could someone please help to solve this problem thank you
Hi David83,
Were there any security programs (trials) installed on your new laptop? If so they needed to be removed prior to installing N 360.
Also have you run Liveupdate as many times as necessary (rebooting when asked to) for liveupdatre to respond "no more updates available"?
Let us know and we'll go from there.
When I loaded Norton 360, it asked for Norton internet security to be removed, I download the Norton removal tool and completed that, at the moment when I try to run liveupdate it come's up with a message, "to receive the most current update's you must restart the system" which I have done a few time's but same message appears
I've never had problems with previous Norton software on other pc's this is becoming annoying,
David83 wrote:When I loaded Norton 360, it asked for Norton internet security to be removed, I download the Norton removal tool and completed that, at the moment when I try to run liveupdate it come's up with a message, "to receive the most current update's you must restart the system" which I have done a few time's but same message appears
I've never had problems with previous Norton software on other pc's this is becoming annoying,
Hi David,
Unless it finally comes back "no more updates available", you have not run liveupdate/rebooted enough times.
I have seen it take up to 6 reboots, so keep trying.
Thank you I've now ran iveupdate and restarted a few more time's now it's saying "your Norton product has the latest projection update's" however after 9 min the same error message displays "your PC is not protected by sonar advanced protection"
David83 wrote:Thank you I've now ran iveupdate and restarted a few more time's now it's saying "your Norton product has the latest projection update's" however after 9 min the same error message displays "your PC is not protected by sonar advanced protection"
Do you get a Fix Now button? Have you clicked on it. Have you looked at the details of the warning? what does the details say?
Is Sonar Protection in fact turned on?
sonar advanced protection turns itself off after 9 min! It's turned on when the laptop loads up
i have also had the same issue! error 3039,69638....? support says to first restart (solves issue for around 5-10 min).. step 2 uninstall then reinstall. I have followed the advice and have reinstalled twice also restarting my laptop more than a dozen times until i received the message of finally beinging fully updated. Again 10 mins later i see i am at risk..I have gone though my end and i am not the problem, there is an internal error in 360 that shows up when i was in diagnostics at a medium risk factor along with some others. the report was sent to norton; And in the mean time, i have no protection in terms of anti virus, but hey 3 out out of 4 isn't bad....
David83 wrote:I'd purchased a new laptop windows 7 and also bought Norton 360 ver 5.0 with it. After installing it, it came up with an error, I've followed the self help notes, and have un installed and re installed twice with no effect.
Could someone please help to solve this problem thank you
it's good to know i'm not the only one suffering from this annoying issue, hopefully this issue can be sorted out soon by somebody!
i was glad to know that i also was not experiencing this issue! i have checked the posts and noticed the last hot fix was updated in april, i hope to have the problem fixed sooner..?
@ David83,
Let's try a bit different approach - just in case you ran into some nasty. Plese download, update and run the free version of MalwarebytesAntiMalware from this link: http://www.malwarebytes.org/products/malwarebytes_free. Do not install the trial of MBAM Pro.
It will produce a log that you can copy and paste here for review.
@ gac3279, since you are here also - perhaps you can try it also.
Hi - I have the same problem. New laptop 6 weeks ago, had flickering screen then system crashed completely - did a full factory restore, removed the 60 day free trial Norton, installed Norton 360 version 5, run liveupdates and kept rebooting until got message no more updates. Still getting same problem - Sonar turns off after few minutes, then one click support directs me back to uninstall norton etc again, which I have done using the Nrnr tool as per link in Norton website. No reason to suspect malware. Interestingly, time taken for Sonar to turn itself off seems now to be longer - getting about 9 minutes, whereas yesterday it only took 3 minutes. Does this even when no other programmes other than Norton are open.
(Windows 7 on HP laptop - Norton worked fine before I needed to do systen restore). Some tech guys have checked for possible conflicts - but nothing found.
Any further ideas very welcome as I am now completely frustrated with this. People I bought laptop from not very interested - they are insisting it is a Norton problem as the laptop is now working.
Further to my message above and not sure if it connected or not - but Norton safe search is also not working now even though on settings it appears to be activiated (tick next to the box). Not working in ask, google etc.
Gwen1 wrote:Further to my message above and not sure if it connected or not - but Norton safe search is also not working now even though on settings it appears to be activiated (tick next to the box). Not working in ask, google etc.
Hi Gwen1,
From main page of N 360, Click on Settings > Identity Protection. Ensure Site Rating Icons in Search Results is in the on position. As a matter of fact ensure the entire page of settings are ON.
The box being checked I believe you are talking about is the Safe Surfing Option under Quick Controls. That is in fact for the Antiphishing function used with ID Safe to prevent the auto-filling of fradulent websites with your confidential information. It does not have any effect on the Safe Web Icons appearance.
Hi Yanik,
Thanks I've managed to set my safe search up.
Still having problems with Sonar switching off. Have called Norton 3 times - 2 times tech help took remote of my laptop and uninstalled and reinstalled Norton - but still have the same problem after 8 minutes at which point the remote help person disconnected, The message appeared to say unrecoverable problem with Norton which needs manually installing. One time the phone was disconnected before I even spoke.
- Not sure where else to go for help with this - is there anyone else in Norton who can help? Whats a good contact for the UK?
- Am relatively 'safe' without Sonar?
- Could it possibly be a problem with the laptop? (but it's new!)
- Should I just consider giving up on Norton and buying a competitor product?
Now spent the last 2 days trying to resolve this and running out of patience. Used to like Norton - but now changing my mind.
Can anyone help please???
@ Gwen1,
I keep beating my head against the wall also as there are other threads with this same "sonar protection problem" and they all apper to be on laptops running Win 7. Just curious, are you running the laptop on the battery or off the mains? I know - crazy question, but there are tasks that will not run when on battery power.
The other crazy thing is it appears to be around 10 minutes for the sonar protection to drop off. This time takes me to the 10 minute default time setting for Automatic Resume Delay and Idle Time Out (Setings > Admin Settings (towards bottom of page. I don't know exactly how that could tie in (if it does) but I can not think of any other settings that are set for 10 minutes.
I have not changed any setttings (other than for testing) meaning all my settings are set to the default. Perhaps something got changed unintentionally. Could you go through each settings page and click on Use Defaults. That would ensure everything is set to to default and eliminate any changes that were made.
Hi Yanik,
Yes - my laptop is running from mains power.
Have checked settings as you suggested and set to default - don't think anything changed (automatic time out and idle delay are both set at 10 mins in the default)
The only other thing is that before this laptop crashed and we had to do the factory restore it all worked fine, so somewhere something has gone wrong.
I agree that something is happening at 10 minutes that is making the sonar turn off - not sure where else to look.
Thanks for your help. Gwen
@ Gwen1,
When you removed the free trial, did you run the Norton Removal Tool between removing it from Programs & Features and the fresh install? Sometimes digital debris can be left behind which could casue weird results and the NRT can prevent that from happening. I hate to suggest it, but you may want to remove N 360 via Programs & Features, reboot, download and run the NRT, reboot and then download and install N 360....and yes, the dreaded liveupdate many times rebooting as required will be required.
Hi Yank (sorry I just realised there wasn't an 'i' in your name),
I did remove the old Norton using Nremove and reinstall tool - the on-line tech guys also did the same using the same tool.
I think someone else used an exe version, which said there was an unrecoverable problem and it would have to be uninstalled manually.
Eventually the problem now appears solved (keeping my fingers crossed) by doing a manual unistall, followed by a reinstall. I didn't do it myself (I wouldn't know where to start) - I waited on-line for about 45 mins for live support chat and got someone really helpful at the other end who took over my laptop and did the manual uninstall remotely.
Still mystified as to why it was cutting out at 10 mins - but probably as you suggested the Nrnr tool wasn't sufficient and there were remannts left. Hope this helps someone else - as you say there seem to be many postings. Thanks for all your help - if you hadn't have replied when you did I would have given up completely and bought McAfee or something else.
@ Gwen1,
Ever feel like you finally won one and then can't figure out an absolute positive reason it broke in the first place? 
Glad you got it sorted.