topic Re: NIS 2012 Error in Norton Internet Security / Norton AntiVirus

NIS 2012 Error

linkstohouston — Fri, 17 Feb 2012 09:14:05 GMT

I have a problem with NIS 2012 new install on a windows vista home premium edition. I just purchased this and every time I install it I get error 8506,422 . I have tried all of the suggestions on the forum to fix this but all of the fixes require internet connection and every time I install it it blocks my internet. The only way to get internet access is to uninstall it. Support has been totally useless and no one ever calls me back so now I am here.

I have used the norton remove tool and folowed the instructions on the forum but they all suggest to update update update but how can you update without internet access.

At least I know it can not get a virus since it can not get on the internet.

Re: NIS 2012 Error

Krusty13 — Fri, 17 Feb 2012 09:35:35 GMT

Hi linkstohouston,

Here is a support article for error 8506,422. - https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?version=current&product=Norton+Internet+Security&lg=english&ct=united+states&layout=Retail&actstat=activated&substatus=current&ncoap=1&pvid=f-nis-cur&docid=v63747357_EndUserProfile_en_us&partner=&ispid=&sitename=.

I hope it helps.

Dave.

Re: NIS 2012 Error

linkstohouston — Fri, 17 Feb 2012 10:35:32 GMT

Thanks but I already done all of that about 50 different ways and I always get the same error and the same result

Re: NIS 2012 Error

Phil_D — Fri, 17 Feb 2012 14:39:10 GMT

Hello linkstohouston and welcome!

I'd like to ask a few questions which may help us get you to a solution.

What security software did you have prior to Norton? How was it uninstalled?
Do you have any other security software currently installed?
Have you scanned your system for malware before attempting the installation?

Thanks.

Re: NIS 2012 Error

linkstohouston — Sat, 18 Feb 2012 12:38:28 GMT

I had Norton Internet Security installed and when I went to renew my subscription I was offered NIS 2012 so I went for it thinking I was upgrading.

There was no other antivirus installed and the NIS was up to date and a full system scan had just completed prior to the new install.

The NIS 2012 uninstalled my old version of NIS and installed the new one. When the new install reached the point where it goes online to register the install and update the definitions it crashed with the error code 8504,104. After reading all of the posts for that error and talking to support which by the way never call me back like they say they will, I downloaded the norton removal tool and attempted to follow the instructions on several forums but they all recomend after removing and reinstalling to run the update and reboot several times but that is impossible because when NIS 2012 is installed it will not allow me to access the internet. The only way to get internet access is to either uninstall NIS or boot in safemode with networking. I even ran the romoval tool then manually checked and deleted all entries of Norton or Symantic from the HD and then rebooted in safe mode with networking and reinstalled and it still results in blocking the internet and the new error code is 8506,422

Re: NIS 2012 Error

Phil_D — Sat, 18 Feb 2012 16:18:37 GMT

Thank you for the additional information.

The Norton Removal Tool by design leaves some files behind in the event you wish to re-install. I know you mentioned that you hunted down and removed leftover entries but I would suggest this:

The following is based upon having NIS 2012 installed.

First, please open the main UI > Settings > Network > Smart Firewall. Be sure that 'Block All Network Traffic' is set for 'Unblocked'. May seem silly , but it will only take a moment to check this.

If you still have no internet connection, run the native uninstaller before using the NRT. Often, this is the preferred approach.

Download and Save the Norton Removal Tool to your desktop.

Download and Save either the NIS2012 Installer to your desktop.

For temporary protection, turn on your Windows Firewall.

Back up or Export your Identity Safe Data to a convenient location. Have your product key handy.

Uninstall your current Norton Version via Add-Remove Programs or Programs and Features.

If prompted, do not select the option to save your settings. Select "Please remove all user data...." (see image here)

Restart your computer when prompted.

After the restart, run the Norton Removal Tool.

Restart your computer when prompted.

Right click on the downloaded NIS Installer and select “Run As Administrator” (XP users just double click).

If prompted, enter your product key and set up your Norton account.

Check that Norton has turned OFF the Windows Firewall.

Run Live Update a few times until no more updates are available. Restarts may be required after some of the updates.

For your convenience, I have attached printable instructions.

Re: NIS 2012 Error

linkstohouston — Sun, 19 Feb 2012 01:13:41 GMT

I followed your instructions to the letter and got the same results. When it gets to the screen that says Installation Complete it crashes because it tries to connect to the internet and it is blocked so I can't run the updates required at the end of your instructions. I can not access the settings screen of NIS because when I try to launch the App it tries to connect to the internet and crashes again. I checked windows firewall and even turned it off but it still does not work. When I try setting the connections in Internet Explorer it says it is already connected. I tried deleting the connections removing the drivers and connecting from scratch but it will not allow me access unless I unstall NIS or reboot in safemode with networking. I tried all of your instructions a second time but this time I ran Nortons power eraser and it did not find anything. I uninstalled NIS with windows uninstall then rebooted and then ran Nortons removal/reinstall tool and it said no norton products were found then rebooted and ran Norton removal tool and rebooted and ran it again then manually removed all norton and symantic folders except 1 folder that is the quarantine folder and it will not let me delete it. Rebooted and reinstalled NIS 2012 again with the same results. What Now ?

Re: NIS 2012 Error

linkstohouston — Wed, 22 Feb 2012 11:31:22 GMT

Is that it ? no more help ?

Re: NIS 2012 Error

Phil_D — Wed, 22 Feb 2012 12:14:52 GMT

My apologies for not getting back to you sooner but other events have precluded my participation here for a few days.

Are you still able to connect to the internet when Norton is uninstalled?

"When I try setting the connections in Internet Explorer..." - which settings are you speaking of?

What drivers did you remove?

You mentioned the quarantine folder could not be removed after uninstalling NIS. When you used the native uninstaller did you select the option to "Please remove all user data...". ?

I will reach out for some more help on this. In the mean time, you could try to install NIS 2012 while booted into Safe Mode. NIS does not require the windows installer and can be installed in Safe Mode.

Thanks!

Re: NIS 2012 Error

yogesh_mohan — Wed, 22 Feb 2012 23:36:21 GMT

Sorry for the inconvenience this has caused you.

As I'm not sure of the steps you have followed till now, I need confirmation on the following:

1. Did you try configuring the Network Security Map after installation? You may need to check if the network you use for the Internet Connectivity is set as Restricted in Network Security Map or not.

2. Did you follow the steps mentioned in the following thread?
http://community.norton.com/t5/Norton-Internet-Security-Norton/Error-8506-422/m-p/606260/highlight/true#M185823

3. When the internet connection is lost, did you try the steps mentioned here?

http://community.norton.com/t5/Norton-Internet-Security-Norton/can-not-connect-my-norton-account-with-my-NIS-product-also-not/m-p/506684/highlight/true#M166831

4. Did you run chkdsk to confirm that there are no disk errors in your computer?

Go to command prompt, type chkdsk c: /r /f and then press Enter.

Yogesh

Re: NIS 2012 Error

linkstohouston — Thu, 23 Feb 2012 06:57:06 GMT

1.Yes internet connects ok with NIS uninstalled or boot in safemode with networking.

2. Disconnected network in IE and setup new connections does not work.

3.Network drivers

Everything works great without NIS installed

I did run a full system scan and found nothing but a few tracking cookies.

I ran norton power eraser

Uninstalled NIS

Ran Norton Remove Tool

Ran Norton Remove/Reinstall Tool

Installed in Safe Mode With Networking and did get past the error screen and it downloaded all of the definintions and did a full

system scan and only found tracking cookies but when I rebooted the internet was blocked.

Some have said I should check the network security map in NIS to make sure it is not blocking the network but when I click

on the NIS icon on my desktop it tries to connect to norton and then gives an error screen and that is as far as I can get into NIS settings.

I even removed all mentions of norton and symantic and deleted all entries from the registry reinstalled same problem.

The only file/folder I can not delete is in ProgramData/Symantic which is the quarantine folder and it will not let me delete or rename or change permissions.

This machine is running Windows Vista 32bit Home Premium and for the past year has been running NIS original version.

I made the mistake of installing NIS2012 when I renewed my subscription.

Re: NIS 2012 Error

linkstohouston — Thu, 23 Feb 2012 07:00:23 GMT

I tried all of these except for the winsock reset

I just reinstalled NIS2012 and attempted the reset but it fails saying I need to be elevated which I suppose that is a dos version of I need permission to perform these tasks.

Re: NIS 2012 Error

yogesh_mohan — Thu, 23 Feb 2012 21:44:12 GMT

You need to right-click on the Command Prompt and select Run as Administrator.

http://windows.microsoft.com/en-US/windows-vista/Command-Prompt-frequently-asked-questions

Then enter the commands one by one. Check if it works.

Yogesh

Re: NIS 2012 Error

linkstohouston — Fri, 24 Feb 2012 05:34:53 GMT

All of the following executed OK rebooted still no internet.

Did you try rebooting/restarting the computer? If not try that first.

If the problem persists, you can try to flush your DNS and resetting the winsock.

1. Click Start > Run, type ipconfig /flushdns and click OK.

2. Click Start > Run, type cmd and click OK.

3. in the command prompt, type the following and press Enter after each line:

netsh int ip reset resetlog.txt[Enter] netsh winsock reset [Enter]

exit [Enter]

4. Restart the computer.

Re: NIS 2012 Error

linkstohouston — Fri, 24 Feb 2012 06:00:07 GMT

Also ran the chkdsk and found no errors

Re: NIS 2012 Error

linkstohouston — Sat, 25 Feb 2012 04:48:58 GMT

Any more suggestions ?

Re: NIS 2012 Error

linkstohouston — Sat, 25 Feb 2012 04:54:24 GMT

I did install in safe mode and it even downloaded all the updates and performed a full system scan but as soon as I rebooted the internet was blocked again.

Re: NIS 2012 Error

Phil_D — Sat, 25 Feb 2012 05:10:19 GMT

We haven't forgotten about you, but this is a most unusual issue.

I have been trying to reproduce this scenario on a test machine, but have been unable to create the same result.

Hang in there, I'm sure a solution will be forthcoming from someone.

Re: NIS 2012 Error

linkstohouston — Sat, 25 Feb 2012 05:42:57 GMT

Thanks for trying

I had a previous version of Norton Internet security installed on this machine for several years without any problem. When I first tried to upgrade the version I chose run instead of save when downloading from Norton and when the install started it stated there was another version of Norton that was not compatible with 2012 and gave me the option of uninstall it or exit the installation which I chose to uninstall the older version and it did for me and that is when this all started.

Re: NIS 2012 Error

dickevans — Sat, 25 Feb 2012 05:53:22 GMT

linkstohouston wrote:
Thanks for trying
I had a previous version of Norton Internet security installed on this machine for several years without any problem. When I first tried to upgrade the version I chose run instead of save when downloading from Norton and when the install started it stated there was another version of Norton that was not compatible with 2012 and gave me the option of uninstall it or exit the installation which I chose to uninstall the older version and it did for me and that is when this all started.

Hi,

Sounds like the over install didn't work as well as expected. Try this, use the Norton Remove and Reinstall Tool to clean up your copy. It's here: http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20110217171332EN

Here's where to find a coopy of NIS: http://norton.com/nis12 you can save it so that you have a local copy.

Hope this helps