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Kudos0

Norton 360 on Windows XP not working

Posted: 04-Mar-2019 | 5:47AM · Edited: 04-Mar-2019 | 5:50AM · 33 Replies ·

I have windows XP on my desktop and Norton 360 is not working.  I have received this message.

Norton Autofix 360

error 8504,102

Entry point not found

The procedure entry point VSS freesnapshot Properties Internal could not be located in the dynamic link library VSSAPI.DLL

I have been having problems with Norton 360 not backing up on my desktop since changing my isp, but no problems with Windows 7 on my laptop.

Replies

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 05-Mar-2019 | 5:32AM · Edited: 05-Mar-2019 | 5:40AM · Permalink

Hi Freddles:

The Norton support article Error: "8504,102" recommends a re-install using the Norton Remove and Reinstall (NRnR) tool from https://www.norton.com/nrnr if these errors persist after a re-boot.

Before you attempt a reinstall, do you have Win XP with Service Pack 3 (SP3), and what version of N360 are you using on your computer?  All Norton products are now in "maintenance mode" for unsupported operating systems as noted in Gayathri_R's announcement Norton Maintenance Mode for Windows XP and Windows Vista and you should have v22.15.1.8 (released 13-Sep-2018), assuming that your Win XP machine has a CPU that supports the SSE2 instruction set and is compatible with Norton v22.x products.

Also, is this the same Win XP machine you mentioned in your September 2018 thread Error 3035,6 where you stated:

On my desktop computer I have Windows XP installed and so have Norton 360, I can run Live Update separately on there, but on my laptop with Windows 7, it isn't listed separately....

....  The ancient desktop  (2001) with Windows XP is proving to  be a problem.  Since changing isp I can  no longer access the internet, although Norton is updating, but backup doesn't complete.

If so, could you clarify what you mean by "I can run Live Update separately on there.".  If you have a separate entry for LiveUpdate at Control Panel | Add or Remove Programs then that is a remnant of a very old Norton installation (I believe LiveUpdate was integrated inside the main Norton program about a decade ago) and you might need to perform a thorough wipe of Norton off your system before you attempt a reinstall.  Post back for further instructions if you've been using Norton for several years and think a clean reinstall would be helpful, and let us know if you are using Norton 360 (with 2 GB online backup) or Norton 360 Premium (with 25 GB online backup).

Just an aside that VSSAPI.dll is the dynamic link library for Microsoft's Volume Shadow Copy Requestor/Writer Services API.  I'm not sure why Norton is throwing an 8504,102 error message that specifically mentions VSSAPI.dll unless your operating system is trying to create a shadow copy / system restore point while Norton is installing / uninstalling or performing some pending task (someone from Norton would have to explain that), but it's possible that your current Norton installation is looking in the wrong location for VSSAPI.dll on your Win XP computer or that your Win XP OS has a corrupted / damaged VSSAPI.dll file that needs to be repaired.  Have you run a thorough ChkDsk or System File Checker (sfc /scannow) from an elevated command prompt lately to check the integrity of your hard drive and system files?  Again, post back if you need further instructions.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 11-Mar-2019 | 4:02PM · Permalink

Freddles:

...I have been having problems with Norton 360 not backing up on my desktop since changing my isp, but no problems with Windows 7 on my laptop...

Hi Freddles:

Any progress solving your 8504, 102 error?  Were you able to confirm that you have Win XP SP3 and N360 v22.15.1.8, and have you tried a clean re-install of N360 to see if that fixes these errors?

I found a few older threads like Norton 360 Error 8504:104 - Error Message on Windows XP Professional Platform and Norton 360 Update Fails With Virtual XP Machines discussing a similar "The procedure entry point VSSFreeSnapshotPropertiesInternal could not be located in the dynamic link library VSSAPI.DLL" error.  Unfortunately, the original posters didn't follow up to say if they found a solution. 

The stackoverflow thread <here> suggests that these procedure entry point errors can sometimes occur if VSSAPI.DLL is not located in the expected folder or it's already loaded in memory before it's needed by the application.   Your September 2018 thread Error 3035,6  was posted around the same time that the v22.15.1.8 update was released, and it's possible your 8504, 102 errors are caused by an incomplete Norton product update.

The article How to Backup Files in C++ Using the Volume Shadow Copy Service (VSS) states "If you’re writing a backup program, you need to be able to read and access files that are in use by other programs. The proper way to do this is to use the Volume Shadow Copy Service.".  The errors you're seeing for VSSAPI.DLL might also explain why your Norton Backups aren't running correctly.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 12-Mar-2019 | 1:49PM · Permalink

Hi everyone
Facing similar problems here on a very old but perfectly funcional (as for now) machine running Windows XP SP3 and Norton Internet Security.
Saturday to Sunday night (March 9-10th) while updating via LiveUpdate  I've got some weird errors and the procces apparently couldn't be completed.
Since then, Norton Internet Security crashes every time whith errors 8506,421 and 8504,102 or simple silent crashes, when the taskbar icon just dissapear revealing Norton Internet Security has just stopped working. Autofix is unable to solve the issue, and the walk-around proposed officially to fix the problem, let's say restart system or apply the Norton Remove and Reinstall tool just drives me to the starting point.
I have a strong belief that the latest updates are the cause of the problem. Maybe something related the way they compiled them and the fact that older processors like Pentium 3 (my case) are not implemented with newer istruction sets like i.e. SSE2. Remember someone told the same on a thread on this forum at some point in the past.
By now I unintalled the program, reinstalled the same old copy; the last capable of working with stability on my system (Norton Internet Security 21.7) and performed update via IntelligentUpdater. If I let to run LiveUpdate in any way, the whole system corruptes. By the way, I always since a couple years ago, keep the option "check and download newer version" disabled, because newer versions are able to install but incapable of run on my platform.
I don't know if the last delivery of Intelligent Updater can trigger the error again too, so I've downloaded an old release dated March 6th 2019. The IntelligentUpdate webpage apparently just show the very last release, so I've managed to download the old release using the filename on the Hash/Checksum list page and "dead-reckoning".
So Norton Internet Security has been working flawlessly without any sort of crash or malfunction, buy I think this is just a temporary walk-around and not a formal "end of story".

Thanks in advance and Cheers.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 12-Mar-2019 | 3:11PM · Edited: 12-Mar-2019 | 3:35PM · Permalink

Duga-3:

...Saturday to Sunday night (March 9-10th) while updating via LiveUpdate  I've got some weird errors and the procces apparently couldn't be completed.
Since then, Norton Internet Security crashes every time whith errors 8506,421 and 8504,102 or simple silent crashes, when the taskbar icon just dissapear revealing Norton Internet Security has just stopped working....

...I have a strong belief that the latest updates are the cause of the problem. Maybe something related the way they compiled them and the fact that older processors like Pentium 3 (my case) are not implemented with newer istruction sets like i.e. SSE2. Remember someone told the same on a thread on this forum at some point in the past....

Hi Duga-3:

Thanks for the feedback.  Freedles hasn't posted back yet to let us know what version of N360 they are using or whether the CPU in their Win XP machine supports the SSE2 instruction set but you might be on the right track.

I recall a few instances in the past where Norton released a new IPS script engine (IPSEng32.dll) or driver for the Intrusion Prevention module and forgot to compile the code with the option for SSE support enabled, and this caused various issues on older Win XP machines that must use Norton v21.7.0.11 because the CPU cannot support the SSE2 instruction set.  See my post in RibEye's thread Latest Update Causes IE and Firefox to Bomb Out on Initial Open for one example.

I don't know if this is the cause of your current problems, but Security | History | Intrusion Prevention shows that I received an update for both the IPS Engine (from v9.0.0.1564 to v9.0.0.1565) and the IPS Driver (v17.0.0.410 to v17.0.0.417) via an Automatic LiveUpdate on 20-Feb-2019.

According to my Intrusion Prevention security history (and the date/time stamps at C:\Program Files\Norton Security\NortonData\22.15.0.88\Definitions\IPSDefs shown below) I currently have IPS definition set v20190308.061 (released 08-Mar-2019) but according to Symantec's Virus Definitions & Security Updates the latest IPS definition set is v20190312.061 (released 12-Mar-2019).  I'm not sure why my Automatic LiveUpdates haven't delivered an update for the IPS definitions since 08-Mar-2019 on my 32-bit Vista SP2 machine but it's possible there's a known issue and Norton has temporarily stopped IPS definition updates for Win XP SP3 and Vista SP2 machines.

I think we need one of the Norton employees to jump in here and provide assistance.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 6:22AM · Permalink

Duga-3:

...I have a strong belief that the latest updates are the cause of the problem. Maybe something related the way they compiled them and the fact that older processors like Pentium 3 (my case) are not implemented with newer istruction sets like i.e. SSE2...

Hi Duga-3:

Just an FYI that I've started receiving IPS definition updates again.  An Automatic LiveUpdate delivered IPS Definition set v20190314.061 this morning on my Vista SP2 machine.

I don't know if this is relevant, but do you normally log in to Windows with an Administrator or standard user account?  Triple L recently posted in Norton Internet Will Not Open about a 8504, 102 error that persisted after multiple Norton reinstalls.  Norton Support eventually solved the problem by having Triple L log in to Windows as an Administrator before reinstalling NIS.  The circumstances are a bit different from yours since Triple L has a Win 10 machine and still receives regular product updates for their NIS v22.x, but if your 8504, 102 errors can't be traced back to a problem with your CPU and SSE/SSE2 compatibility then perhaps the problem was originally triggered by a permissions problem when the IPS engine v9.0.0.1565 / driver v17.0.0.417 was updated on your Win XP machine a few weeks ago.

If one of the Norton employees doesn't jump into this thread soon you might have to contact Norton Customer Support via Live Chat at https://www.norton.com/chat and ask them if they know of any issues with the last IPS engine / driver update (or some other recent update) on Win XP machines with older CPUs that do not support the SSE2 instruction set.  If they ask to start a remote access session and reinstall NIS just decline permission.

By now I unintalled the program, reinstalled the same old copy; the last capable of working with stability on my system (Norton Internet Security 21.7) and performed update via IntelligentUpdater. If I let to run LiveUpdate in any way, the whole system corruptes.

Are you certain you are currently using NIS v21.7.x?  I checked at https://www.norton.com/oldnis and the latest available full offline installer for NIS v21.x is NIS-EDS-21.6.0.32-EN.exe, which means at least one LiveUpdate would be required to patch back to NIS v21.7.0.11.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 7:41AM · Edited: 15-Mar-2019 | 7:41AM · Permalink

Just back from a 2 months trip I booted my old XP computer with SSE only CPU and after running NAV LiveUpdate "hell" broke lose.  Everything NAV crashed.  A reboot didn't help.

A reinstall of NAV 21.x.x and running LiveUpdate didn't help.  This seems to be déjà vu on the old issue of a Symantec/Norton programmer who recompiled using a SSE2 compiler, to express it simply in layman terms.  Symantec: please fix this ... again.  Thanks.

I have now reimaged my C: drive and blocked LiveUpdate via the hosts file by adding this:

127.0.0.1    liveupdate.symantec.com
127.0.0.1    liveupdate.symantecliveupdate.com
127.0.0.1    definitions.symantec.com

Problem is that my definitions are two months old and I need to do a manual update to a date BEFORE this issue happened.  Any suggestions what def-file I should download?

Thanks.

PostScript: the above Symantec addresses did NOT stop NAV from updating definitions and I now have the same mess as before the reimage.  Before trying again, what else should I block in the hosts file?

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 8:01AM · Edited: 15-Mar-2019 | 8:47AM · Permalink

CeeBee:

Just back from a 2 months trip I booted my old XP computer with SSE only CPU and after running NAV LiveUpdate "hell" broke lose.  Everything NAV crashed.  A reboot didn't help.

Hi CeeBee:

Thanks for confirming that SSE/SSE2 compatibility is likely the cause. Just an FYI that I contacted one of the Norton Forum Administrators via PM a few days ago when I first suspected this might be another SSE/SSE2 issue with their software compiler but I haven't heard back from them yet.

The Intelligent Updater only installs the latest Virus (SDS) Definition set, so if this is another issue with compiling of the recent IPS engine (IPSEng32.dll) and/or IPS driver update as it was in the past then I assume it would be safe to install the latest v20190315.002 Virus Definition update (20190315-002-v5i32.exe for 32-bit OSs; 20190315-002-v5i64.exe for 64-bit OSs) that is compatible with Norton v21.x.  Be sure to click the correct tab for 32-Bit Platform or 64-Bit Platform on the Intelligent Updater download page at https://www.symantec.com/security_response/definitions/download/detail.jsp?gid=n95 and scroll to the bottom of that page for the offline installer for the current virus definition set for Norton v21.x.  From the 32-Bit Platform tab on that page:

PostScript: the above Symantec addresses did NOT stop NAV from updating definitions and I now have the same mess as before the reimage.  Before trying again, what else should I block in the hosts file?

You should be able to disable Automatic LiveUpdates in the Norton settings immediately after you reinstall Norton, assuming that you've reinstalled NAV v21.6.0.32 with the full offline installer from https://www.norton.com/oldnav while disconnected from the internet to prevent any pending updates from downloading during the reinstall.  For my NS v22.15.1.8 it's located at Settings | Antivirus | Updates as shown below.  In Norton v21.x I think you open Settings, click Updates in the left pane and turn Automatic LiveUpdate to OFF.  If there is an option for Pulse Updates make sure that setting is also turned OFF. After you click the Apply button you should be able to select "Permanantly" from the pop-up for selecting the time duration before you re-connect to the internet.

As a precaution, be sure that Automatic Download of New Version is also disabled before you re-connect to the internet so Norton doesn't try to run a check for an upgrade to newer v22.x product version.

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 10:20AM · Permalink

Hello Imacri and many thanks for your efforts to resolve this matter with the powers to be.  And, indeed, for your summary of actions addressing my immediate concerns.  A helpful reminder for my dizzy head still being on a timezone 12 hours ahead of my current whereabouts...

I'll check and report back if it works.  Thanks.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 12:29PM · Edited: 15-Mar-2019 | 1:00PM · Permalink

Assuming CeeBee reports back that the latest virus definitions are safe to install, here are instructions for other Norton v21.7.0.11 users who want to roll back to an earlier version while they wait for a bug fix. Note the warnings in Steps # 5 and 6 and skip those instructions if the warning(s) apply to you.

  1. Download the latest Norton v21.x full offline installer that matches your Norton product (e.g., NIS-ESD-21.6.0.32-EN.exe for the English-US version of NIS) from one of the generic links below and save to your desktop.  If you use a non-English version of Norton and aren't offered the correct installer for your language of choice post back and request a different link.
  2. Download the Norton Removal and Reinstall tool (NRnR.exe) from https://www.norton.com/nrnr and save to your desktop.
  3. Download the Intelligent Updater for the latest virus (SDS) definition set for Norton v21.x from https://www.symantec.com/security_response/definitions/download/detail.jsp?gid=n95 (e.g., 20190315-002-v5i32.exe for 32-bit OSs) and save to your desktop.  See my comments <here> if you need help finding the correct 32-bit or 64-bit installer.
  4. Disconnect from the internet.
  5. Uninstall Norton v21.7.0.11 from Control Panel | Add/Remove Programs.  Choose "Please remove all user data" as shown in the image below to remove additional static data files (e.g., .txt, .dat, .log, etc.) like your security history logs and personalized configuration settings. [Warning: Choosing this option will remove the old-style Norton Identity Safe local vault (a .dat file stored on the local hard drive and last offered with Norton v19.x)].
  6. Re-boot and run the Norton Remove and Reinstall tool in advanced "Remove Only" mode (i.e., Advanced Options | Remove Only | Remove; detailed instructions are under the section titled "Remove Norton" at https://www.norton.com/nrnr) to wipe most of the orphaned files and registry entries left behind during the Control Panel uninstall.  [Warning: The advanced "Remove Only" mode of the NRnR tool will also remove other Norton products like Norton Utilities, Norton Family, Norton Ghost,etc.]. Ignore and close any pop-up prompts if you are asked to follow instructions to re-install Norton after your system re-boots.
  7.  Run the Norton v21.6.0.32 offline installer. Ignore and close any pop-up prompts if you are asked to reconnect to the internet and run a LiveUpdate.
  8. Once the installation is complete, immediately disable (turn OFF) the options to receive Pulse Updates, Automatic LiveUpdates and Automatic Download of New Versions at Settings | Computer | Updates. After you click the Apply button you should see a pop-up asking you to choose the length of time you would like to disable Automatic LiveUpdates; choose "Permanantly" from the dropdown list.
  9. Run the Intelligent Updater from Step # 3 to update your virus (SDS) definitions.
  10. Reconnect to the internet.

Once you have completed these instructions you should have a clean reinstall of Norton v21.6.0.32 with the latest virus (SDS) definition set.  Do not run a manual LiveUpdate (or re-enable your Automatic LiveUpdates) until Norton confirms they have released a bug fix for the current problem.  Every day or so you will have to install the latest virus (SDS) definition set from the Intelligent Updater download page at https://www.symantec.com/security_response/definitions/download/detail.jsp?gid=n95 until a bug fix is released.

Your product should be automatically activated with your current product key once the rollback to Norton v21.6.0.13 is complete, but if the days remaining on your subscription look incorrect click Support | Subscription Status to sync with your online Norton Account.  If necessary, you can also log into your Norton Account at https://manage.norton.com/ and find your current product activation key under My Subscriptions.

Download links for the latest available v21.x installer:
   Norton Antivirus:               https://www.norton.com/oldnav
   Norton Internet Security:  https://www.norton.com/oldnis
   Norton 360 (standard):    https://www.norton.com/oldn360   (with 2 GB online backup)
   Norton 360 Premium:      https://www.norton.com/oldn360p (with 25 GB online backup)
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 15-Mar-2019 | 12:34PM · Edited: 15-Mar-2019 | 12:41PM · Permalink

CeeBee: I'll check and report back if it works...

So far .. so good.

I reimaged my C: drive and booted w/o an Internet connection.  Then I changed NAV's settings to stop all Automatic Updates.  Finally I manually installed the latest Virus Definition updates by downloading and running file 20190315-002-v5i32.exe and after that I reconnected my LAN.

Two hours later NAV is still running.  As the IPS files haven't been updated, maybe it's a SSE IPS compiler problem again.  At any rate, I hope it will be fixed asap by Symantec.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 16-Mar-2019 | 1:02PM · Permalink

Update: NAV 21.x installed on my SSE based legacy computer still working 24 hours later.  So I downloaded and installed another Virus Definition file: 20190316-002-v5i32.exe.

Looks good, although I rather have the Automatic LU with all components running.  Awaiting a fix from Symantec asap.  Thanks in advance! 

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 16-Mar-2019 | 5:07PM · Permalink

Hello everyone again...

Imacri you were right; my old installer is NIS v21.6 and  not v21.7 as I tought. It appeared on the error massage as v21.7 after run LiveUpdate (So the patch was applied, but the bad definition o whatever it is ruined everithing again).
So sticked since to NIS V21.6 (from the offline installer on my HDD) and updates via IntelligentUpdater.
All was installed under an administrator type account by the way.
I've been away a couple days and interestingly my daughter told me she turned on the old computer to retrieve some CAD files and Norton Internet Security and Windows Security Center announces "system at risk" because the old deffinitions I intalled hitherto via IntelligentUpdater. So she run LiveUpdate and the system crashed once more (no surprice until here)...
Angrily turned on the old computer at my back home, ready to unistall, reinstall and everithing again, but weirdly NIS has been run without new issues apparently (I have now NIS V21.7.0.11).
After consulting log information on the Windows event viewer I noted one error instance under the "system" tag:
-The Norton Internet Security service teminated unexpectedly- date Friday 15th (the time my daughter states she run Live Update). The service restarted succesfully and hasn't crash since then. NIS report to be updated "1 day ago"
Another I think minor issue popuped while consulting the version number on the "about" tab on the NIS itself. After closing the window NIS.exe crashes. This error was registered on the "application" log of the Windows event viewer:
-Faulting application nis.exe, version 12.11.4.4, faulting module symhtml.dll, version 8.0.0.58, fault addres 0x004e8b6.
Checking version again an closed a couple times but the error hasn't poped again. Maybe a circumstantial error?
That's my experience for now. Maybe the problem is close to be solved.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 17-Mar-2019 | 6:17AM · Permalink

Duga-3:
...So she run LiveUpdate and the system crashed once more (no surprice until here)...

Angrily turned on the old computer at my back home, ready to unistall, reinstall and everithing again, but weirdly NIS has been run without new issues apparently (I have now NIS V21.7.0.11).

Hi Duga-3:

Go to Security | History | Intrusion Prevention.  When the v21.7.0.11 product update was delivered via LiveUpdate did you also receive the latest IPS Engine v9.0.0.1565, IPS Driver v17.0.0.417 and IPS Definition Set v20190315.061?

From my 32-bit Vista SP2 machine (with Intel Core2Duo T5550 CPU that supports SSE2) running Norton Security v22.15.1.18:

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 18-Mar-2019 | 3:03PM · Permalink

Hello Imacri and sorry for taking so long to answer.
I have for now IPS Engine v8.2.1.10, IPS Driver v16.2.3.17 and IPS Definition Set v20190314.061.
I thouth Definitions Set should be somting like v20190315.xxx but apparently my daughter run LiveUpdate at first hours of March 15th so this must be the explanation.
I haven't run LiveUpdate since then.

Cheers and thanks for the help.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 18-Mar-2019 | 4:09PM · Permalink

Duga-3:

...I have for now IPS Engine v8.2.1.10, IPS Driver v16.2.3.17...

Hi Duga-3:

Thanks for the feedback. Unfortunately, I don't know if that means that your daughter's LiveUpdate didn't deliver the latest IPS Engine and Driver (which might explain why your NIS v21.7.0.11 is still working), or if your older Norton v21.x product doesn't use the same IPS Engine v9.x and IPS Driver v17.x as my Norton v22.x product.

It would be really nice if someone from Norton could jump in here and let us know:

  • if fully patched Norton v21.x and v22.x products are expected to use the same IPS Engine v9.x and IPS Driver v17.x for Intrusion Protection
  • if the latest IPS Engine v9.0.0.1565 and IPS Driver v17.0.0.417 (released 20-Feb-2019) have been pulled from the update servers because of suspected bug (e.g. a compiling error that did not include SSE support for older CPUs)
  • if a recent ISP Definition Set (e.g., v20190305.061) or some other definition set released in the past few weeks caused errors on Win XP machines but has since been replaced with a "fixed" definition set.

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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 19-Mar-2019 | 3:06AM · Permalink

Status: just updated my virus definitions with 20190318-020-v5i32.exe and it still looks good. Also, I checked the IPS stuff installed and found:

Intrusion Prevention Engine version: 8.2.1.10
Definitions Set version: 20190102.061
Driver version: 16.2.1.22

Apparently the date/version from my last backup image done early January (before going abroad), which I reimaged after the current troubles started.  FYI.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 19-Mar-2019 | 7:58AM · Edited: 19-Mar-2019 | 8:02AM · Permalink

CeeBee:

Status: just updated my virus definitions with 20190318-020-v5i32.exe and it still looks good. Also, I checked the IPS stuff installed and found:

Intrusion Prevention Engine version: 8.2.1.10
Definitions Set version: 20190102.061
Driver version: 16.2.1.22

Apparently the date/version from my last backup image done early January (before going abroad), which I reimaged after the current troubles started.  FYI.

Hi CeeBee:

Well, that solves one mystery.  It doesn't look like Norton v21.7.0.11 uses the same IPS Engine v9.x and IPS Driver v17.x that were updated in my Norton v22.x on 20-Feb-2019.

Duga_3:
... I have for now IPS Engine v8.2.1.10, IPS Driver v16.2.3.17 and IPS Definition Set v20190314.061

It does seem, however, that the IPS Driver v16.x (a.k.a. the IPS Script Engine DLL or IPSEng32.dll) has received at least one update since January 2019.  Until Norton says otherwise that's still my prime suspect.  I wonder if a buggy IPSEng32.dll v16.2.2 was released around 20-Feb-2019 that has since been replaced by the v16.2.3 currently in use by Duga_3?.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 19-Mar-2019 | 8:52AM · Permalink

Interesting.  But, I'm not ready to run LiveUpdate yet.  I'm okay with manual definition updates a bit longer.

As for Duga_3's experience, I have a feeling his Norton will crash again.  Hope not, but I had intermittent run-crash experience with my NAV 21.7.x before I jumped into the trenches.

I did PM one of the forum administrators asking him stop by in this thread .. hoping he would do something about it.  He helped us back in 2017 with a similar SSE (?) issue.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 19-Mar-2019 | 12:59PM · Edited: 19-Mar-2019 | 1:10PM · Permalink

Any progress solving your 8504, 102 error?  Were you able to confirm that you have Win XP SP3 and N360 v22.15.1.8, and have you tried a clean re-install of N360 to see if that fixes these errors?

I have tried many things in order to solve this problem, but I think all problems stem from the computer not being able to update, therefore it does not have N360 v22.15.1.8,  under Programs i can see 'Uninstall Norton' but not NR&R tool, so not sure what will happen if I set the Remove Norton in motion. Can I download the NR&R tool again? I have set my Norton account to auto renew at the end of this month and wondering what will happen.

BTW When I click on the Norton icon on the taskbar and do a right click, I'm given the choice of tasks, one of them being 'live update'.  Now, I have difficulty in doing any tasks under Norton as often it won't start up at all, or it flashes onto the screen for a few seconds then disappears.- so currently, my Norton does not appear to be working at all.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 19-Mar-2019 | 2:34PM · Edited: 19-Mar-2019 | 2:39PM · Permalink

Freddles:

I have tried many things in order to solve this problem, but I think all problems stem from the computer not being able to update, therefore it does not have N360 v22.15.1.8,  under Programs i can see 'Uninstall Norton' but not NR&R tool, so not sure what will happen if I set the Remove Norton in motion....

Hi Freddles:

Before you attempt a reinstall could you please let us know:

  • If the CPU on your Win XP supports the SSE2 instruction set.  If you aren't sure, install and launch Piriform's free Speccy utility, allow it to collect information on your system specs, and check the details in the CPU section to see if SSE2 is listed under Instructions (see image below).  If you don't want to install Speccy on your system you can save the portable version of Speccy from their builds page (https://www.ccleaner.com/speccy/builds) onto a USB thumb drive, unzip the .ZIP file (currently spsetup132.zip), and run the executable (Speccy.exe for 32-bit OSs; Speccy64.exe for 64-bit OSs) from the thumb drive.
  • The Norton product [i.e., Norton 360 (with 2 GB of offline backup) or Norton 360 Premium (with 25 GB of offline backup)] and version number that is currently installed on your computer (Check at Support | About).  If you can't get Norton to launch you should be able to find this information at Control Panel | Add/Remove Programs.

From my 32-bit Vista SP2 machine (with an Intel Core2Duo T5550 CPU that supports SSE2) running Norton Security Deluxe v22.15.1.18:

If your CPU does not support SSE2 then you can't install a Norton v22.x product (see the Norton support article Message: "An unsupported processor has been detected. This version of the product requires a processor that supports the SSE2 instruction set…") and the highest version of Norton you can run on your computer is v21.7.0.11.

The latest Norton Remove and Reinstall (NRnR.exe) tool can be downloaded from https://www.norton.com/nrnr.  This is a standalone utility that doesn't have to be installed on your computer so it won't appear in Control Panel | Add/Remove Programs.  Please note that the old Norton Removal Tool (NRT.exe ) has been obsolete for a few years and that "Remove Only" functionality has been built in to the new NRnR tool (Advanced Options | Remove Only | Remove).
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 21-Mar-2019 | 4:43PM · Permalink

Hi Freddles:

Just checking in. Did you find the name and version number of your current Norton product, and were you able to determine if the CPU in your Win XP SP3 machine supports the SSE2 instruction set?
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 26-Mar-2019 | 6:50AM · Permalink

Hello All and @Mohan,

Has this issue (albeit slightly fuzzy defined) been resolved?  I'm still doing manual definition updates on my legacy XP computer running 21.7.x.x and before trying LiveUpdate again it would help to have some good feedback.  TIA.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 26-Mar-2019 | 7:36AM · Permalink

I have been reading all the posts here and my mind is reeling with all the possibilities!  Much of the advice I cannot use as it means accessing the internet - which I am unable to do on the desktop.  

I wonder if any of this information is relevant:

Service pack 3

Under Network Adaptors - PPPoEWin Miniport & SIS900 PCI Fast Ethernet Adaptor

Current Version of Norton Product:

2013 plugin.dll

Downloader 1 - 20.2.1.22 EN

Downloader 2 - 3.1.0.14

Then:

'Product Inactive' flashed up.

Bearing in mind that Norton has not been fully working since I changed isp to BT, for instance back up would no longer complete, and now Norton does nothing at all, I am wondering if there will be any changes when my subscription is automatically renewed?

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 26-Mar-2019 | 2:06PM · Permalink

Freddles:

...Much of the advice I cannot use as it means accessing the internet - which I am unable to do on the desktop...

Hi Freddles:

Do you have a UBS stick (thumb drive) that you can plug into the USB port of your working Win 7 SP1 computer? You can download any files you need (e.g., Piriform's Speccy utility, the Norton Remove and Reinstall tool, etc) to the USB stick, plug the USB stick into your "problem" Win XP SP3 desktop, and then copy those files over to the desktop of your XP machine.

It would be very helpful if you could run Speccy on your Win XP SP3 desktop so we know if your CPU in this machine supports the SSE2 instruction set (see my instruction for using Speccy <here>).  We can't be certain if your system is compatible with N360 v21.7.0.11 or N360 v22.15.1.8 (the last version for XP/Vista) until we know if your CPU supports the SSE2 instruction set.

Current Version of Norton Product:
   Downloader 1 - 20.2.1.22 EN
   Downloader 2 - 3.1.0.14

Those look like version numbers for the full and stub .exe installers. When you open N360 on your Win XP SP3 desktop and go to Support | About, does it show that you actually have Norton 360 Premium (or just Norton 360) v20.2.1.22 installed?  The v20.2.1.22 product update was released in January 2013, which might explain why Norton features like Norton Backup are no longer functioning correctly.

What is the default browser on your Win XP SP3 machine, and can you connect to the internet if you temporarily disable the Norton Smart Firewall (right-click the Norton icon in your system tray and choose Disable Smart Firewall)?  For all we know you might not be able to connect to the internet because your Win XP SP3 system files are corrupted or your network card isn't working correctly, and the only way you would be able to confirm that N360 is the cause would be to completely wipe Norton off your computer and see if that restores your internet connection.  I don't know if you're comfortable doing that before we have a plan in place to re-install N360 on this computer.

  ----------
32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 26-Mar-2019 | 2:40PM · Edited: 26-Mar-2019 | 2:44PM · Permalink

Freddles:

...Much of the advice I cannot use as it means accessing the internet - which I am unable to do on the desktop...

Also, this would explain your  'Product Inactive'  message. Norton needs to connect to the internet every once in a while to confirm the subscription status. After a set time, Norton will cease to function until an internet connection can be made to verify your subscription. 

As long as you are not using any external sources to access files, ie USB drives, or CDs/DVDs, Norton not working should not be an issue.

Kudos1 Stats

Re: Norton 360 on Windows XP not working

Posted: 27-Mar-2019 | 8:05AM · Edited: 27-Mar-2019 | 8:08AM · Permalink

CeeBee: Hello All and @Mohan, Has this issue (albeit slightly fuzzy defined) been resolved?  I'm still doing manual definition updates...

To answer my own question I did an image backup of my c: drive.  Then I tried to update the NAV 21.7.x.x definitions (on my legacy XP w/o SSE2) via LiveUpdate.

Regrettably no joy as nav.exe crashed making NAV useless (once again).

Another image restore (thanks Macrium!) and back to manual virus definition updates for now.  A sort of a PITA I think.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 12:48AM · Permalink

Hello peterweb...

Did this thread die .. or can you (as a Guru and Master of the Universe) cast some light on what's going on.  As noted in my prior message, last time I ran LiveUpdate on my ol' PC with a SSE only CPU (still on XP Pro) nav.exe crashed and I had to restore the C: drive (image).  I use NAV 21.7.0.11.

Haven't done another LiveUpdate since and restrict myself to updating the definitions manually.  Works, but, it's not the way it should be!  TIA.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 6:32AM · Permalink

@lmacri is the one to ask about XP and Vista. She is still using the older OS's and knows the ins and outs. I left XP, and skipped Vista altogether, when Win 7 came out.

The biggest issue XP and Vista users are facing is that with MS abandoning those OS's, Norton is using little or no resources on supporting those OS's. 

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 9:00AM · Edited: 13-Apr-2019 | 9:01AM · Permalink

peterweb: @lmacri is the one to ask about XP and Vista. She is still using the older OS's and knows the ins and outs.

Imacri has done more than can be expected (both overt and covert).  Bending over backwards comes to mind!

peterweb: The biggest issue XP and Vista users are facing ... Norton is using little or no resources on supporting those OS's. 

I have no issue with that.  I think (no proof) the problem I have is not XP per se, but the fact that the CPU (in my XP box) can only handle SSE instruction sets.  And that an "unaware" Norton programmer compiled code using a SS2-based compiler (i.e., the end result requires SS2 or better to run).  Sorry if my tech-refs are a bit fuzzy!

I have been through this a few times in the past and, to date, although slowly, Norton always fixed it, ultimately.  As long as 21.7.x.x is still "sort of" supported and as long as I pay my annual dues I think Norton should be obligated to look into a crash issue like the one described.  Of course, IMVHO. 

Addressing my prior message to you included the implicit wish that you should ask the powers that be in this field to do something about it.  One can always hope...  TIA.

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 11:47AM · Edited: 13-Apr-2019 | 12:01PM · Permalink

peterweb:

@lmacri is the one to ask about XP and Vista. She is still using the older OS's and knows the ins and outs. I left XP, and skipped Vista altogether, when Win 7 came out....

Hi peterweb:

There's not much more I can do to help at this point.  The CPU of my Vista SP2 computer supports the SSE2 instructions set so I'm able to use Norton v22.15.x  products, even if v22.15.x is supposed to be in "maintenance mode" (definition and intrusion protection updates but no new product features) on my computer per Norton employee Gayathri_R's June 2018 announcement Norton Maintenance Mode for Windows XP and Windows Vista.  CeeBee and others posting in this thread have Win XP SP3 machines with CPUs that do not support SSE2 and are using Norton v21.7.x products.

To my great surprise, my NS v22.15.1.8 was updated to v22.15.2.22 on 03-Apr-2019 per Norton employee Sunil_GA's 29-Mar-2019 announcement Announcing Norton Security 22.15.2.22 Update for Windows XP/Vista/ 7 SP 0 ("This is a security patch to extend reported fixes and new definitions to maintenance mode operating systems. This build contains other minor bug fixes and performance enhancements.").

Win 7 SP1 and higher users also received a hotfix (i.e., a product update that does not change the scan engine or version number) for their Norton v22.17.0.183 products around 08-Apr-2019 - see Sunil_GA's recent post in Automatic Background Tasks Not Working.  My best guess is that the "surprise" v22.15.2.22 update delivered to my Vista SP2 machine on 03-Apr-2019 was essentially a beta test to check for bugs before the hotfix was pushed out to v22.17.0.183.  I have no idea what this hotfix entailed but I suspect it tweaked the domains / IP addresses Norton now uses when it connects to servers on their CDN (content delivery network) to improve the reliability of idletime tasks like Automatic LiveUpdates.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.2.22

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 5:44PM · Edited: 13-Apr-2019 | 5:46PM · Permalink

 CeeBee

I did PM one of the forum administrators asking him stop by in this thread 

Which admin did you reach out to? Did you get any reply?

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 13-Apr-2019 | 11:44PM · Permalink

peterweb: Which admin did you reach out to? Did you get any reply?

Mohan_G https://community.norton.com/en/users/mohang

First PM on March 17th with a follow-up on March 20th.  No reply.  Mohan was involved with fixing SSE2 compiler issues in the past.  Reference below:

https://community.norton.com/en/comment/7367301#comment-7367301

I was the OP of that thread.  Freddles, the OP of this one, was also partaking.  At the time it was like a "family affair", but, I think the family is shrinking as time passes...

Kudos0

Re: Norton 360 on Windows XP not working

Posted: 14-Apr-2019 | 4:04AM · Permalink

Hi All

I am keeping up with the messages, but have pretty much decided that my old desktop with Windows XP will have to be used without internet access.  I would have preferred my regular local Techie to have a look at it and decide whether or not it is still capable of accessing the internet, but he has gone abroad, so now looking for another one, although I have pretty much given up. 

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