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Kudos0

Quick scan. error 8504,5

I am having an issue with quick scan not completing, it simply stops running and closes down after about a minute.

I have run  the support option to check for errors and it stated it fixed some errors.

Now when i restart the application i get a red screen with a "checking for a fix error, 8504,5" which has been running for hours.

I am running windows 10, 1803,32 bit and i think the norton version will be 22.16.3.21, but i can`t be sure as i can`t get past the error fix screen.

Replies

Kudos1 Stats

Re: Quick scan. error 8504,5

Have you run LiveUpdate manually a few times, restarting your computer as necessary, until no updates are available? Then restart again.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Quick scan. error 8504,5

Kudos0

Re: Quick scan. error 8504,5

Yes, run update several times and restarted each time.

I have managed to get the quick scan to complete after running it many times and decided to run full scan just to see if it was fully fixed, but then full scan failed too.

Kudos1 Stats

Re: Quick scan. error 8504,5

Hello Dave. Most users have this error corrected with a removal and reinstallation of their product. Follow this guide to do so as it recommends it. When doing the uninstall perform a "remove only" with the removal tool and reboot your system. Next, log into your account, download and install your product again from there. As peterweb said earlier run live update until no more are present, reboot again. Once rebooted run live updates a second time to ensure no updates were waiting for the previous set to install. Your product should behave normally.

One thing of note on Windows 10 which causes issues with not only Norton, but other software as well, is having "fast startup" enabled. This can cause file/program corruption due to the system not totally releasing data from memory when restarting. Here is how to disable that setting in Windows. Please let us know how things went when you are done.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Quick scan. error 8504,5

Yes, i wanted to avoid uninstalling it till it was really necessary.

I disabled fast start up within minutes of installing windows 10, as i know it causes problems.

Kudos2 Stats

Re: Quick scan. error 8504,5

I disabled fast start up within minutes of installing windows 10, as i know it causes problems.

One thing to note is that if you recently received the Windows 1809 update, it probably turned Fast Startup back on. Worth checking.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Quick scan. error 8504,5

No, i stopped the 1809 update after installing it back in october and losing half my files.

I went back to 1803 with a new install.

Kudos0

Re: Quick scan. error 8504,5

Hi @davey00,

Thanks for reporting in Norton Community Forums. Can you please confirm the issue status by disabling PEP (Proactive exploit Prevention ) feature from Norton settings and then attempt to run the scan?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Quick scan. error 8504,5

If you can tell me where to find this setting to disable it, yes.

Kudos1 Stats

Re: Quick scan. error 8504,5

Kudos0

Re: Quick scan. error 8504,5

I did a full remove and reinstall and this problem is still there, full scans will not complete and the application just shuts down mid way through.

I have now tried the same on two other laptops and all three do exactly the same thing, this has to be a  norton issue.

Kudos1 Stats

Re: Quick scan. error 8504,5

Live update completed and a full reboot done as well? Did you follow the suggestion Sunil_GA gave as a test measure as well? I'm assuming that answer is yes but have to ask nevertheless.  I will run a full scan on my laptop as a follow-up since its been a few days the last one ran. Post results when done here.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Quick scan. error 8504,5

Yes full reboot.

No i haven`t done what sunil_GA suggested as i do not know where that setting is.

There are many settings on that one section, i didn`t want to turn them all off as the other user suggested.

Kudos1 Stats

Re: Quick scan. error 8504,5

You can disable all the PEP options as a diagnostic step. Run the scan to see if it completes. You can turn the feature back on after the test.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Quick scan. error 8504,5

Yes, i have disabled them all and the test just run and finished with no problem.

Turning those features back on caused more of an issue, as each time i pressed apply they turned back to red.

I am going to run the scan again now.

Kudos1 Stats

Re: Quick scan. error 8504,5

There is another thread with the scans crashing.   https://community.norton.com/en/forums/messages-attack-exploit-and-quick...

Your finding that disabling the PEP feature allows the scan to finish helps the engineers know where to look. It sounds like they already suspected this as that would be why Sunil asked you to test.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Quick scan. error 8504,5

Scan just run no problem for the second time, with the PEP turned back on.

Clearly the issue lies there somewhere and as they know it, hopefully it gets fixed soon.

Looking at the other thread, others are obviously having the same problems, i have had no attack warnings though.

Kudos0

Re: Quick scan. error 8504,5

I checked the install "get support" area just out of curiosity though no indication of any issues had been seen and found this as the result: Something within the installation was corrected. The full system scan has tons of file awaiting statistical submission.

Full system scan performed without any issues as usual.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Quick scan. error 8504,5

Has anyone with this issue seen their Norton real-time protection completely shut down after one of these Quick Scan failures?

I've been trying to get help for a recent problem where my system will sometimes freeze after boot-up or when it comes out of sleep mode because nortonsecurity.exe starts thrashing my hard drive and hogging system resources - see my posts in marlae007's thread High Disk Usage at 100% on NIS - Files DISTRPTR.DAT and DISTRPTR.DAT .LOG and Christine_208's thread Automatic LiveUpdate Thrashing HDD.

Yesterday, I noticed the Norton icon was missing from my system tray after my machine came out of sleep mode and I was shocked to discover that both instances of nortonsecurity.exe (i.e., the main instance owned by the SYSTEM that handles real-time protection and the second instance owned by my Windows USER account that handles lower priority tasks like launching of the Norton GUI) were both missing from the list of running processes in Process Explorer.  I restarted Norton from my Start | All Programs menu and confirmed that both instances of nortonsecurity.exe had launched correctly, but the next time my system came out of sleep mode the system tray icon had disappeared and both nortonsecurity.exe processes had stopped again.

I was told in Christine_208's thread that my high disk I/O was likely related to an imminent hard drive failure or corrupted OS since I have an older Vista SP2 machine (I've seen no evidence to support that theory), but I'm wondering now if this hard drive thrashing by nortonsecurity.exe could be related to the Exploit Prevention issue being discussed in this thread.  I've also noticed my cooling fan goes into overdrive while I'm using my Firefox ESR browser, so I'll have to monitor and see if I can link this to Norton's Exploit Prevention.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Quick scan. error 8504,5

@imacri

I can confirm my norton did completely shut down and the icon vanished from the taskbar when one of the quick scans failed.

Mine does seem to be fixed now, just by turning off the exploit protection, running the scan, then turning it back on and running the scan again.

I am no expert, by a long way, but i too would suggest that still running vista, your system could easily be corrupted or affected by malware, as its not officially been supported for a long time.

Have you tried running malwarebytes free scan?

I also use a free program called HDDscan, to check if my hard drive has any errors. 

Kudos0

Re: Quick scan. error 8504,5

davey00:

...I can confirm my norton did completely shut down and the icon vanished from the taskbar when one of the quick scans failed....

...Have you tried running malwarebytes free scan? I also use a free program called HDDscan, to check if my hard drive has any errors. 

Hi davey00:

Thanks for confirming that this bug can shut down Norton real-time protection.

Yes, I run a manual Threat Scan with Malwarebytes Free every 3 days or so and no threats have been detected.  A Norton Full System Scan was also clean.  If malware or some other external threat were trying to disable my Norton real-time protection I assume Norton Product Tamper Protection would kick in and throw some kind of a warning.

I've run System File Checker (sfc / scannow), a full ChkDsk (chkdsk /r) to check my hard drive for logical and physical errors, and other diagnostics (see my comments in Christine_208's thread Automatic Liveupdate Thrashing HDD) and haven't found any problems with my system files or hard drive.

I actually have lifetime license for Malwarebytes Premium which isn't activated at the moment (i.e., Norton is currently my only real-time protection).  I've been trying to escalate my problem to Norton tech support without success, so perhaps the best thing I can do is to wipe Norton off my system and use Malwarebytes Premium for real-time protection until someone from Norton confirms this known issue with Exploit Prevention problem is fixed.

This sounds like a serious bug.  I checked the Hot Fixes and Issues thread pinned at the top of the Norton Security / Norton Security with Backup board (which hasn't been updated since 08-Feb-2018) and it still says there are "No hot issues currently reported".  It would be helpful if one of the Norton employees could add this bug to the list of known issues.

EDIT:

I forgot to mention that the Autofix scan at Help | Get Support does not find any problems with my installation.

     Norton Security
     22.15.1.8
     Windows Vista (TM) Home Premium
     6002.19741.x86fre.vistasp2_gdr.170209-0600
     Norton Autofix Results: 0 item(s)

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * NS Deluxe v22.15.1.8 * MB v3.5.1.2522-1.0.365

Kudos0

Re: Quick scan. error 8504,5

Sunil_GA:

Thanks for reporting in Norton Community Forums. Can you please confirm the issue status by disabling PEP (Proactive exploit Prevention ) feature from Norton settings and then attempt to run the scan?

Hi Sunil_GA:

We might have another user affected by this problem.  Please see Amylogamy's 20-Jan-2019 thread Norton Internet Security Hangs and Scan Does Not Complete.  This user has a Dell Inspiron desktop running 64-bit Win 7 SP1 and has to perform a hard shutdown to power off their computer after their scan hangs.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * NS Deluxe v22.15.1.8 * MB v3.5.1.2522-1.0.365

Kudos0

Re: Quick scan. error 8504,5

Its time for the powers to be to open a ticket, ask for user assistance and start getting SymDiag logs to get to the bottom of what the fault bucket is with the last update. Back in March 2017 we had issues which were similar to the ones users are having with scan errors as well as logins, etc. The proactive log gathering campaign resulted in a single dll file being the cause of all the issues. Just my two cents on what we are working with.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Quick scan. error 8504,5

Hi davey00:

Have you had any further issues since 16-Jan-2019?  Symantec employee Torrey Umland posted the following today in rick17's thread Messages of Attack Exploit and Quick Scan Crashes:

"Thanks for following up and sorry for my delayed response. A fix was made available via LiveUpdate same day (1/16/2019). After running LiveUpdate the issue should resolve."

Dave Coffield reported today in his thread Norton's Disappeared that his Norton real-time protection is still turning itself off for no apparent reason on two of his machines, so I'm not sure now if the 16-Jan-2019 Exploit Prevention bug fix didn't work for all users, or whether the real-time protection shutdowns have a different root cause on some systems.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * NS Deluxe v22.15.1.8 * MB v3.5.1.2522-1.0.365

Kudos0

Re: Quick scan. error 8504,5

@Imacri

No, no more problems since.

Mine was not fixed by a live update, the disable exploit fix worked for me.

They may well have created a permanent fix since then, but on the day the disable exploit trick was the only thing that worked.

The only part of my install that disappeared was the norton icon in the system tray, which returned after a restart.

Kudos0

Re: Quick scan. error 8504,5

davey00:

No, no more problems since.

Mine was not fixed by a live update, the disable exploit fix worked for me.  They may well have created a permanent fix since then, but on the day the disable exploit trick was the only thing that worked.

Hi davey00:

Sorry, does "no more problems since" mean that your scans have been running normally since 16-Jan-2019 while Exploit Prevention is enabled (Settings | Exploit Prevention | General Settings | Exploit Prevention | ON)? According to rick17's post today (23-Jan-2019) in his thread Messages of Attack Exploit and Quick Scan Crashes he no longer has to disable Exploit Prevention before he runs his scans. It's possible you performed your 16-Jan-2019 test <here> with Exploit Prevention disabled just before the bug fix was delivered via LiveUpdate.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * NS Deluxe v22.15.1.8 * MB v3.5.1.2522-1.0.365

Kudos0

Re: Quick scan. error 8504,5

All scans failed until I ran the scan with the exploit protection turned off and then it ran no problem.

I then turned it on and ran it again and it finished no problem.

Exploit protection has been on ever since and i have had no issues.

As i have said, i had this issue on several laptops all fully updated and none would run a scan until i turned off protection, it was not fixed by a live update, unless i just happened to run the scan just as the fix was applied three times on three different laptops.

That would be some coincidence.

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