I went to run a Quick Scan on my PC last night before shutting down and it would not respond The icon in my taskbar for Norton then dissappeared. I tried to click on the shortcut on my desktop to get Norton to run and it would not do anything.It was completely frozen. Then. I right clicked on the shortcut to open the program and got an error messgae saying I encountered an error with these numbers:8504, 104.
I was able to start an online support session and followed the directions and the problem was solved by following Step 1 in the directions... simply restarting my PC.
I am wondering what kind of error was this and what caused it to happen? I have had Norton for all of the 3 years I have had a PC and this has never happened.
Kinda scared me when everything dissappeared and I couldn't get the program to run.
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.)
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.
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 !
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.
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.
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.
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 !
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.
