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Kudos0

Error 8504,104

I have what is described as an 8504, 104 error on my wife's PC, although a lot of remedies I have read on the forum involve being on the internet, which will no longer open (I'm posting this from my PC). her email works fine so it is not a router problem.

when we try and connect to the internet we get the usual "this page can't be displayed" message one gets when the internet goes down for any reason. then after clicking "fix connection problems" I get a windows pop-up saying "The Norton product is not properly installed. the product installation is broken" and a later screen (I can't remember the exact sequence that got me here)headed Norton Autofix error 8504, 104 stating that LiveUpdate has failed. on the latter I can't click the "Open Support Web Site" button as I can't get on the internet !  even the Norton icon on the desktop, although still there, doesn't now do anything. scary or what !

I'm way out of my depth here and hope this type of problem rings a bell with someone who can help us get back up ?

(Norton Internet Security, renewed on 3 machines 31/1/14, no problem with other 2.)

Replies

Kudos0

Re: Error 8504,104


digby wrote:

I have what is described as an 8504, 104 error on my wife's PC, although a lot of remedies I have read on the forum involve being on the internet, which will no longer open (I'm posting this from my PC). her email works fine so it is not a router problem.

when we try and connect to the internet we get the usual "this page can't be displayed" message one gets when the internet goes down for any reason. then after clicking "fix connection problems" I get a windows pop-up saying "The Norton product is not properly installed. the product installation is broken" and a later screen (I can't remember the exact sequence that got me here)headed Norton Autofix error 8504, 104 stating that LiveUpdate has failed. on the latter I can't click the "Open Support Web Site" button as I can't get on the internet !  even the Norton icon on the desktop, although still there, doesn't now do anything. scary or what !

I'm way out of my depth here and hope this type of problem rings a bell with someone who can help us get back up ?

(Norton Internet Security, renewed on 3 machines 31/1/14, no problem with other 2.)


Welcome,

Try running the Norton Remove and Reinstall Tool

www.Norton.com/nrnr

to clean up the copy on that machine. If that won't work, due to no Internet access, you may have to do a control panel uninstall to get to the Internet and get the software fixed.

Keep us posted

Dick Win 10x64 current current NSBU
Kudos0

Re: Error 8504,104

Hi digby,

And welcome to the Norton Community Forums!

I've found this thread with a situation apparently like yours, where turning off the computer and turning it on after some time fixed it.  If you have not yet tried this it may be worth giving it a try?

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Error 8504,104

thanks to you both.

I wasn't able to use the Norton Uninstall as you anticipated because I couldn't get on the internet.  I tried using Windows control panel uninstall, and whilst it uninstalled Norton Check-Up I think it was called (a fairly useless thing that tries to get you to buy additional products) it wouldn't uninstall Norton Internet Security, nothing happened !

so I did a system restore (heart in mouth, never done anything like that before) to a date before the problem emerged obviously....and it worked.  the internet is back and the little I've checked so far is working normally.  it's a bit slow, but then it often is too after an update so maybe that's to be expected.

as I'm not an IT person, I'm still worried about what happened, and whether it will happen again (perhaps when it auto-updates norton and windows for instance), but maybe in the IT world you just count your blessings and get on with life ?!

having asked your help I'm really comforted to know about the forum and that there are people around to offer guidance, so thanks again - I may be back !

Kudos0

Re: Error 8504,104

Hello

I would suggest that you delete the restore points so in case you have to restore again, you don't restore tthat problem again. Also, usually after a restore, you need to reinstall Norton product so that it is up todate. Also, if you have any other real time security protection, be sure to remove it using the removal tool from that other company. Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11 Chrome
Kudos0

Re: Error 8504,104

thanks,

updates recreated the previous situation.  following that line, if system restore only works on Windows files (and I'm not sure whether it backs out third party updates eg norton) then could it be a Windows update that is causing this ? And if it is a Windows/Norton conflict shouldn't millions of PC's have the same problem ? we know Norton read these posts and I've not heard anything from them. 

my PC (this one) seems unaffected although it is almost a mirror image of the affected one, my wife's; mine is an HP hers a Compaq, both running Windows 7 home premium and both on the same Nortonv21 installed at the same time.

any ideas please what to do next ?

Kudos0

Re: Error 8504,104

sorry, my post just now ulpoaded faulty - it missed the first line sayin that the problem has re-occurred displaying all the symptoms desribed in my initial post, I'm guessing perhaps because of auto-updates getting me up to date after going back in time with the system restore..

Kudos0

Re: Error 8504,104

Hi, digby. Those codes indicate a possible file corruption in that particular machine.

I suggest if you have the internet to download the Norton Remove and Reinstall Tool that Dick Evans has linked to, as it will replace your current install with a fresh one.

Be advised if you have any other Norton products on the computer it will remove them also, and they will need to be reinstalled.

After the reinstall, run Live Update until no more are found

If this doesn't fix the problem come back to us, and we'll have to delve further.

Windows 10 Home X 64
Kudos0

Re: Error 8504,104

thanks F4E Guru,

the only way I know of getting onto the internet in order to download and use Norton Uninstall/Reinstall as you suggest would be to repeat the system restore process, which was initially successful, before updates recreated the problem (I'm guessing).

do you think I should do this ?

thanks digby

Accepted Solution
Kudos0

Re: Error 8504,104

Unless you can get internet connection any other way, System Restore might be worth trying, although we don't normally recommend it.

Have you tried rebooting your modem/router first ?

If you use System Restore disable Tamper Protection first in Settings/General/Product Security.

Reboot after and if you have Internet, download the NRRT from Dick's link.

Run the Tool and then if all seems ok, run Live Updates until no more are found to bring you up to date.

Re-enable Tamper Protection, if your Norton Product seems to be working ok.

Others may have suggestions as to getting back online without using System Restore, however if you DO use it, you may wish to disable all but the most recent restore point, if you can get your computer up and running again.

Windows 10 Home X 64
Kudos0

Re: Error 8504,104

Hi F4E Guru

sorry, been away for a few days.

have done the system restore (back to the same date that worked previously).  couldn't disable Tamper Protection because I didn't have internet or norton. system restore was successful in regaining internet so I ran NRNR straight away and Norton installed 21.2.0.38 okay. ran Live Update.

so now I'm up and running !  I'm hoping when Windows auto-updates from my system restore point I won't end up with the same problems again.

I didn't understand your point about deleting system restore dates so I've left it as is for now.

thanks so much, fingers crossed I won't be troubling you again....

digby

Kudos0

Re: Error 8504,104

Hi, digby. The suggestion re deleting all but the most recent restore point was only if you had a reliable system with everything running well. Restoring to an earlier point where you may have had problems, would only restore them back.

Hope that makes sense !

I also hope that the reinstall behaves. It should, but we'll keep our fingers crossed !

Windows 10 Home X 64
Kudos0

Re: Error 8504,104

I am also having a problem with this error. It started after I did some windows updates that I had fallen behind on.

I have tried the recommened procedure of running NPE.exe and then NRnR.exe several times without success.  I am running windows 7 x64-bit.  I have run malwarebytes without finding any problems. The event log this application error when nis.exe crashes::

Faulting application name: NIS.exe, version: 12.11.2.9, time stamp: 0x5355938e
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x00000000
Faulting process id: 0x418
Faulting application start time: 0x01cf7112498e6b33
Faulting application path: C:\Program Files (x86)\Norton Internet Security\Engine\21.3.0.12\NIS.exe
Faulting module path: unknown
Report Id: b121a62c-dd05-11e3-bf40-ccaf78ef148f

And here is windows error reporting says its a BEX "Buffer Overflow" error:

Fault bucket 57775180, type 19
Event Name: BEX
Response: Not available
Cab Id: 0

Problem signature:
P1: NIS.exe
P2: 12.11.2.9
P3: 5355938e
P4: StackHash_0a9e
P5: 0.0.0.0
P6: 00000000
P7: 00000000
P8: c0000005
P9: 00000008
P10:

Any helpful ideas for resolving this are appreciated.

Kudos0

Re: Error 8504,104

Hi dbr31, and welcome. Have you tried all the recommended steps in the Symantec help page ?

Product encountering Conflict or file corruption.

  1. Clear the temp files--> Clear prefetch-->Run LU-->Restart.
  2. Turn OFF UAC --> Set Boot Time Protection to Normal -->Run LU --> Restart-->Turn ON UAC.
  3. Run NRNR--> Run LU.
  4. Reset Registry Permissions.
  5. Check for other AV/Security products and remove them=Use their Removal Tool.
  6. Third party Drivers Conflict = FLTMC command à Check for which software the drivers belong to.
  7. Run NPE-->Check for Infection.
  8. Run NRT--> Run chkdsk /f -->Reinstall Norton --> Run LU.
  9. Run Windows Update and Update all the updates that are prompted.
  10. Follow Steps here-->Reinstall DirectX, .Net Framework, Visual C++ Runtime -->Reinstall Norton-->Run LU.
Windows 10 Home X 64
Kudos0

Re: Error 8504,104

Hello

I'm no expert, but I looked in my NIS 21.3.0.12 folder and I don't have that first file.  Are you sure you not running an older version of NIS at the same time as the newest version?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11 Chrome
Kudos0

Re: Error 8504,104

I think norton chat tech may have fixed the issue. They made the change shown below (that I found in another forum) and so far so good.

Problem symptoms on some Windows 7 computers: After recent install or update, N360 V20 taskbar icon does not respond and LiveUpdate from Start menu displays an error. This problem does not affect all Windows 7 computers. I do not know about XP

Solution on Windows 7:

1- Restart computer in "safe mode with networking"

2- Go to Computer > Program Files (x86) > Norton 360 > Engine > 20.3.0.36 (this is the version on my computer)

3- Locate symhtmdx.dll and change the name to symhtmdx.dll.old

4- Restart computer in normal mode

5- The Norton 360 taskbar icon should now respond

The net effect of the name change is to default the graphics interface of N360 to that of Windows 7

New versions updates will likely nullify this workaround by deleting symhtmdx.dll.old and restoring symhtmdx.dll and therefore the problem may reappear

In such a case, you need to redo the steps above until a fix is included in a future release.

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