Hello-
My Internet Security 2010 wasn't working so I was directed to use the removal tool and re-install. I have done that 3 times but still not working. What do I need to do now?
Thanks!
Hello!
Can you describe what is not working in more detail? What happens when you install it? Do you get any error messages, or... well, a bit more detail would be helpful.
Also, you can upgrade to NIS 2011 free of charge. The latest version can be found here:
When I install it says it installed successfully yet when I click on the icon for Norton it will not open. Then I get a popup saying there is an error and it instructs me to go to the removal tool and then re-install.
To get you the best advice, would you give us some more information about your system:
What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn
If you get any error messages please give the exact wording of them as well as any other background that could be helpful.
I am using Windows Vista and NIS 2010. I was getting error message 8504 which said I needed to remove & reinstall.
blueslady138 wrote:I am using Windows Vista and NIS 2010. I was getting error message 8504 which said I needed to remove & reinstall.
Thanks -- when you uninstalled did you use the Windows Uninstall, reboot and then run the Norotn Removal Tool a couple of times with a reboot inbetween?
If not that is the best procedure.
Also when you reinstalled did you reinstall your 2010 version and if so from a CD or by downloading or ?
If you reinstalled the 2010 version I think you should try the 2011 since you are entitled to upgrade to it and use it without any additional charge for the rest of your present subscription.
So I suggest that you download the file below to a place where you can find it again -- I think VISTA defaults to a folder called Downloads but you may have another place or use the desktop.
New NIS 2011:
Click on this link -- NIS 2011 This will download a single file of around 90MB which you should save on your hard drive where you can use it again if necessary -- Do not select Run but use Save when asked and remember where you put it!
Then Uninstall and clean up as above -- probably best to disconnect from the internet for safety while you do it.
Then find that file you downloaded and Right Mouse Click on it and select Run as Administrator
That will install it. Reconnect to the Internet and then run LiveUpdate a few time with a reboot inbetween until it tells you that you are fully uptodate.
Please let us know how you get on.
There is a slight possibility that the error message you are getting comes from outside your computer up the line or at the Norton Servers but if that's the case you at least will have the latest version of NIS !
Hugh-
Thanks so much for your help but unfortunately I had the same results. I removed the program as per your instructions, downloaded the link you sent, installed the program. It took less than 1 minute and said installation was complete. I try to open Norton to run Live update and nothing happens. If I click the icon multiple times, it brings up a trouble shooting message. This is the same result that I have had each time. I never get asked for my product key which I thought was strange. Do I have a deeply embedded virus preventing Norton from actually installing?
Oooof!
If it prevented NIS from installing I'd certainly think of a malware infection but if it installed but doesn't LiveUpdate, I don't know.
Why not run the Free Malwarebytes tool and see what it reports? Make sure you get the Free version since the Pro version runs in the background and can conflict with other security software.
When you download it Save it rather than Run when it asks which you want to do and note where it is saved to so you can find it again.
When downoaded then run it and when the main screen comes up run the Update element to get it uptodate since MWB updates its definitions very very frequently.
Then run a full system scan and see what the log says -- unless its obvious to you you can paste a copy of it into a message here.
Maybe there'll be some more help after the weekend.
Thanks. I am running the scan now. I am puzzled why my NIS would stop working in the first place and removal and re-installation isn't working. I have never had a problem in the past and never had a virus so wasn't sure if that is what is causing my problem.
Hi blueslady138,
Try the procedure outlined in the following article for resolving an 8504 error:
http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100423022057EN
Okay, I ran Malware Bytes which found nothing. I did the Norton power eraser and restarted. I still cannot open Norton. The article says to remove & re-install Norton. Will have to try tomorrow. Thanks for your help.
blueslady138 wrote:Okay, I ran Malware Bytes which found nothing. I did the Norton power eraser and restarted. I still cannot open Norton. The article says to remove & re-install Norton. Will have to try tomorrow. Thanks for your help.
HI blueslady138,
Can you confirm which Windows Vista SP (service pack) you have? You should have SP 2. If you don't have this I would highly recommend doing the SP 2 update at your earliest convenience. It is always a good idea as a precaution to perform an image backup of your system with a program like Norton Ghost or another of your choosing. This way if something were to go wrong (which is not likely) then you will be able to restore your system back to its previous state.
Also it sounds like NIS was working originally and then stopped working suddenly. Is this correct? Can you think of anything which happened just prior to this? Things such as installing new software, Windows updates, etc.
Also, just to make sure do you have any other security software installed besides NIS?
Best wishes.
Allen
Hi-
I am running Windows Vista Home Premium Service pack 2. Windows updates has been trying to install an update since 4/12/11 but it fails to install. The update is "Security update for Microsoft .Net framework 4 on Windows XP, Vista".
On 6/3 an update to Windows Defender installed. It is called "Definition update for Windows Defender-KB915597 (definition 1.105.1184.0)". This is when my problem with Norton started.
Any ideas?
Thanks!
Is Windows Defender on? It is known to conflict with Norton. Try disabling WIndows Defender if it is running. Any other security programs installed?
I think I am ready to give up. NIS 2011 quit working last week. It will not open. If I click the icon multiple times I am directed to error code 8504. I have used the Removal tool, Power Eraser, re-installed 4 or 5 times and nothing works. Some of you have tried to help me on my original post : http://community.norton.com/t5/Norton-Internet-Security-Norton/Help-Used-removal-tool-amp-re-installed-3x-still-not-working/td-p/467518 and I really appreciate it. I am at a loss on what to do next. Any final suggestions before I switch to AVG?
Thanks in advance.
blueslady138 wrote:I think I am ready to give up. NIS 2011 quit working last week. It will not open. If I click the icon multiple times I am directed to error code 8504. I have used the Removal tool, Power Eraser, re-installed 4 or 5 times and nothing works. Some of you have tried to help me on my original post : http://community.norton.com/t5/Norton-Internet-Security-Norton/Help-Used-removal-tool-amp-re-installed-3x-still-not-working/td-p/467518 and I really appreciate it. I am at a loss on what to do next. Any final suggestions before I switch to AVG?
Thanks in advance.
blueslady,
Can't say that I can argue with you on moving to another product. I'm just concerned that you won't be any happier there. If NIS was working and quit for no known reason, there is a reason somewhere. If the uninstall, power eraser and removal tool didn't clean out the mess I'm going to guess that the problem is elsewhere.
Two things you might try, one would be to run a scan with the free version of Malwarebytes scanner and the other would be to slip your operating system disk into the drive and do a repair.
You don't mention the operating system, hardware or any other details which might give us a clue about what else might be at the root of the problem.
Can I assume that everything else on your system is still working correctly? You are still getting operating system updates and can surf and download at will?
Hope this helps
dick,
MWG Already run
Have you seen the latest reply in your original thread which points out that Windows Defender that you are running can in fact interfere with other security programs and so perhaps this is the reason for the problems which persisted with your original NOIS 201 but continued with 2011 when you installed that.
The symptoms would certainly point to something outside NIS .....
It's going to get complicated if this thread grows so I'm going to ask the moderator to join it to your original one especially since it is still live.
Let's hope we can resolve it with that extra clue.
SendOfJive wrote:Is Windows Defender on? It is known to conflict with Norton. Try disabling WIndows Defender if it is running. Any other security programs installed?
Hi blueslady138,
You can turn Windows Defender OFF by typing "windows defender" in the start menu search box and hit Return. Then click on Options in the program, then click on "Real-time protection". Uncheck the box where it says "Use real-time protection (recommended)". Then click on "Administrator" link on the left and uncheck the box where it says "Use this program".
Click Save and then Ok.
When you type "windows defender" from the start menu search box again it should tell you that Windows Defender is turned OFF. SImply click on Close.
After this reboot your computer to make sure and see if you stil have the problem with Norton.
Best wishes.
Allen
Thanks, I'll try turning off Defender and let you know.