Error 8504, 101 Cannot browse Internet using IE 8, Google Chrome or Firefox

Norton Security | Norton Internet Security
1

I've been recruited to fix a friend's PC because they cannot get on the internet.  After exhausting all other potential network issues and finding no malware, I notice that NIS 2011 has not started.  All I get is the 'One Click Support' screen with an error 8504, 101.  I've seen a variety of posts related to this error but don't see one that directly addresses the "cannot browse the internet" issue.  I run NIS 2011 and have no issues with it.  They also have 3 browsers installed, I'm not quite sure where to start, should I uninstall them except for IE 8???  I have downloaded the Power Eraser and the Removal Tools.  I am waiting to see if they have their product key or access to it before I use the Removal tool.  Just curious as to see if anyone has a difinitive answer on how to resolve this issue and if the resolution will stay as I don't want this PC back in a week with the same issue.  Thank you in advance for your help.

2

You mentioned about exhausting all other potential network issues, did you trying pinging your router or an external site or are you able to start a Live Update to see if you do have internet access?

3

Yes, I can ping the router.  When I do an ipconfig /all I get normal settings.  I can browse the internet in safe mode as well as open all programs, it is when I get into normal mode that I cannot browse and one program I can only open if I select 'Run as Administrator'.  If I try to open it normally, I get a message that another user has it open.  There are no other user accounts on the computer.

4

For error 8504,101 there's a Support Article: http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100429062018EN&ln=en_US

 

Please try this and let us know the reports. 

5

I am familiar with this tool.  However since this is someone else's PC, I have no idea if they have a product key or not or if they know where to find it.  I don't want to uninstall the product if I cannot reinstall it.

6

Hi,

 

please go to the www.mynortonaccount.com site, and login with your friend's email and password (s)he created during activation, and you will be able to see the details of the active products, incl. subscription key as well.

Copy that key (25 digit!) to a txt file, and then you can do the Norton Removal Tool procedure.

7

Yes,  I had to get the information from them before I could do this.  Uninstalling and reinstalling did fix the problem.  Thank you for your response.