Norton Internet Security / Norton AntiVirus

[geokate88]

November 9th I noticed that when I turned on my computer the Norton Internet Security gadget on my Windows 7 computer indicated that there was no connection to the antivirus software.  I opened the program and after a long delay it eventually opened a Norton Autofix window.  It came up with an error message, said there was a solution and to restart.  I did this and it did not fix the problem.  I tried two more times, still no solution.  I attempted to open the program but could not access anything but the autofix tool.

Eventually I used the Norton uninstall/reinstall tool.  After running the program, the gadget returned and I could access the settings page again.

Today I noticed that it is doing the exact same thing.  Same error message and everything.   I uninstalled/reinstalled it again, ran a live update once I could access the program, and ran a scan.  The live update prompted a computer restart, which I did.  Once my computer restarted- right back to where I started.  The gadget indicates no connection, opening the program brings up the autofix tool and I get the following error report from that tool once it runs.

Norton Internet Security

19.1.1.3

Error: 8504, 101

Windows 7 Professional

7601.17640.amd64fre.win7sp1_gdr.110622-1506

Norton Autofix Results: 1 item(s)

Installation :: Restart Required

Restarting doesn't help.  Uninstall/reinstall doesn't solve the problem.  Any idea what is going on?!

[lmacri Super Phishing Phryer]

Hi geokate88:

I suspect this has something to do with the NIS 2012 product update released 08-Nov-2011 via LiveUpdate to bring v. 19.1.1.3 up to v. 19.2.010 (see here for details).  It appears that your NIS 2012 v. 19.1.1.3 installation is having problems downloading and/or installing the update.

dustdevil2 reported a similar issue here with error 8504, 101 and in that thread delphinium suggested running a full system scan with the free Malwarebytes' Anti-Malware (MBAM) scanner, so I would try that as a first step.  During your MBAM installation, decline the 15-day trial offer to use the advanced Pro features, since this might activate the real-time protection mode in MBAM, and it's never a good idea to have more than one security program trying to handle real-time protection on your system.  MBAM may find some old registry entries and PUPs (potentially unwanted programs), which are often just inert files on your hard drive left over from uninstalled toolbars, etc., and these types of detections usually aren't any cause for concern.

I know you mentioned that you used the Norton Removal Tool (NRT), but if full system scans by MBAM and NIS 2012 don't detect any malware then I would try a clean re-install using the instructions posted here.  If you run the NRT a single time or accept the option to save your settings from the previous installation you sometimes don't get a clean wipe of your old installation.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 8.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

[mikedov Regular Contributor]

If you've already tried that, try deleting the Norton and Norton installer folders at c:/programdata after you've uninstalled Norton. Just follow the instructions at http://community.norton.com/t5/Norton-Internet-Security-Norton/Identity-Safe-Suddenly-Not-Displaying...

[geokate88]

I ran through all of these instructions this afternoon.  It did not seem to resolve the problem until I deleted the folders as suggested in the second post.  So far so good.

However, it worked for a while last time too...so we'll just have to wait and see.

Thanks for your help!

[mikedov Regular Contributor]

I'm assuming it's resolved to your satisfaction. Could you please mark the post most helpful to you as solution so others with a similiar problem can solve it.