NIS error 8504,100

Norton Security | Norton Internet Security
1

Twice in the last four days, error 8504,100 has been reported when I booted up my PC.

 

Each time, it failed to find an autofix, so I then uninstalled and reinstalled NIS (as per on-screen instructions), and then it seemed OK.

 

The uninstall/reinstall, combined with the initial search for an autofix,  is VERY time-consuming, and I don't want this to continue occurring every few days.

 

The error details (today, at least) were as follows:

"Norton Internet Security

19.2.0.10

Error: 8504, 100

Windows Vista (TM) Home Premium

6002.18533.x86fre.vistasp2_gdr.111025-0338

Norton Autofix Results: 0 item(s)"

 

The webpage said: "This problem can happen if you have uninstalled Norton Utilities 15.0. " - but I don't know anything about Norton Utilities, and I've never knowingly uninstalled it.

 

Can anyone please advise how this can be prevented from happening again?

 

N.B. I upgraded to NIS 2012 just a few weeks ago, so maybe this issue is specific to NIS 2012?

 

Thanks,

Graham

2

Can you please advise whether or not you are specifically applied Norton Removal Tool. If so have you rebooted thereafter and then reapplied NRT a 2nd time, and then rebooted?

3

I followed the instructions at the following URL, which appeared automatically:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?utm_source=symc&utm_medium=product&product=Norton+Internet+Security&version=19.2.0.10&lg=0901&layout=Retail&layouttype=ESD&buildname=Retail&symskucurrent=14125794&symskumedia=21171898&partnername=Retail&subremaining=58&sublength=60&substatus=current&psn=G4Y4H2QPYW63&actstat=activated&curdefs=20111224.017&hbguid=40ec5c60-72aa-11de-8043-002421ae3bdc&osversion=6.0+6002.18533.x86fre.vistasp2_gdr.111025-0338&spversion=2.0&oslang=en&ct=United+Kingdom&defbrowser=Chrome&ieversion=9.0.8112.16421&coreservice=Startup+Type%3Aauto+State%3ARunning&conntype=4704000&cpu=x86+Family+6+Model+23+Stepping+10&dsfree=168.16&dstotal=243.13&memload=40%25&memtotal=2602&datetime=12-26-2011+09%3A52%3A48+GMT&hcmode=false&sessionid=%7B00000000-0000-0000-0000-000000000000%7D&module=8504&error=100&entsrc=CED_Selfheal&docid=v62545589_EndUserProfile_en_us&pvid=f-nis-cur&country=United+States&language=English

 

The webpage said "Download and run the Norton Remove & Reinstall tool", so the answer to your first question is probably 'yes'. I rebooted each time the on-screen instructions told me to - I can't remember exactly which stages the process was at when this happened. I didn't run the remove/reinstall twice today (but I've run it twice in the last four days, i.e. each time this error has occurred).

 

Thanks.

4
gh66 wrote:

I followed the instructions at the following URL, which appeared automatically:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?utm_source=symc&utm_medium=product&product=Norton+Internet+Security&version=19.2.0.10&lg=0901&layout=Retail&layouttype=ESD&buildname=Retail&symskucurrent=14125794&symskumedia=21171898&partnername=Retail&subremaining=58&sublength=60&substatus=current&psn=G4Y4H2QPYW63&actstat=activated&curdefs=20111224.017&hbguid=40ec5c60-72aa-11de-8043-002421ae3bdc&osversion=6.0+6002.18533.x86fre.vistasp2_gdr.111025-0338&spversion=2.0&oslang=en&ct=United+Kingdom&defbrowser=Chrome&ieversion=9.0.8112.16421&coreservice=Startup+Type%3Aauto+State%3ARunning&conntype=4704000&cpu=x86+Family+6+Model+23+Stepping+10&dsfree=168.16&dstotal=243.13&memload=40%25&memtotal=2602&datetime=12-26-2011+09%3A52%3A48+GMT&hcmode=false&sessionid=%7B00000000-0000-0000-0000-000000000000%7D&module=8504&error=100&entsrc=CED_Selfheal&docid=v62545589_EndUserProfile_en_us&pvid=f-nis-cur&country=United+States&language=English

 

The webpage said "Download and run the Norton Remove & Reinstall tool", so the answer to your first question is probably 'yes'. I rebooted each time the on-screen instructions told me to - I can't remember exactly which stages the process was at when this happened. I didn't run the remove/reinstall twice today (but I've run it twice in the last four days, i.e. each time this error has occurred).

 

Thanks.

Hi gh66,

 

The instructions you followed are the ones that are provided andususally clean everything up and effects a clean problem free install of Norton.  However if you accomplish that and things do not work out as planned.  A more thorough removal and cleaning is required prior to the fresh install.

 

If you use Identity Safe for your Logins, please back it up (export) the data so it can be Restored (Imported) after you install a fresh copy of NIS.

 

Plese remove the copy of NIS you have installed, using the Control Panel uninstall via (Add/Remove or Programs & Features. 

 

Download and run the Norton Remvoal Tool once and reboot after it is completed.  The NRT can be found here:  https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?lg=english&ct=united+states&docid=20080710133834EN&product=home&version=1&pvid=f-home&layout=Retail&partner=&ispid=&sitename=&actstat=activated&substatus=current&ncoap=1

 

The latest training guide for NIS 2012, instructs that the NRT should only be run once in lieu of the previous NRT's being suggested to run twice.

 

Download a fresh copy of NIS 2012 from here http://www.symantec.com/redirects/norton/norton_com/nis12/

 

Once installation is complete, open NIS and manually Run LiveUpdate  as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time.

 

Once totally updated, don't forget to Restore/Import your ID Safe data.

 

Please keep us posted.

 

5

Thanks. I think I'll leave it for now, but I'll keep a note of your instructions, and will follow them if this happens again.

6

Re. the following advice from yank:

 

"If you use Identity Safe for your Logins, please back it up (export) the data so it can be Restored (Imported) after you install a fresh copy of NIS."
"Once totally updated, don't forget to Restore/Import your ID Safe data."

 

- Can someone please explain how to do this? I don't know where this data is stored.

 

Thanks,

Graham

7

Open main interface by either double click on running icon or right click icon and select "Open Norton Internet Security"

Click settings, click web tab

click Identity safe

click export data configure (assuming you are already loged in.)

select file format and give file name or browse

 

 

Alternatively, in your Broswer (assuming you have Norton toolbar running,

click identity safe and options and then export.

 

 

8

Thanks (belatedly) to cgoldman. As it turns out, I don't think I had anythingset up in Identify Safe.

 

The error happened again today, so I followed Yank's advice (leaving out the part about Identity Safe - see above). Hopefully this will resolve the issue.

9

Sadly that didn't resolve the issue - the error has happened again today. This is becoming a big problem now. This time I skipped the uninstall step, as it doesn't seem to have made a difference last time - I just used the removal tool, reinstalled NIS, and did the live updates.

 

Does anyone have any other suggestions about preventing this error?

 

Thanks,

Graham

10

Are you by any change running security software from another manufacturer in real-time protection mode.

11
DeHollander wrote:

Are you by any change running security software from another manufacturer in real-time protection mode.

Excellent question

12
gh66 wrote:

Sadly that didn't resolve the issue - the error has happened again today. This is becoming a big problem now. This time I skipped the uninstall step, as it doesn't seem to have made a difference last time - I just used the removal tool, reinstalled NIS, and did the live updates.

 

Does anyone have any other suggestions about preventing this error?

 

Thanks,

Graham

Hi Graham,

 

Just a word of advise, please be careful in regards to skipping steps.  The steps you skip may cause you more trouble than you had to start with. 

13

DeHollander - no, I'm not aware of any other security software that's on my PC. I certainly haven't installed anything else (apart from McAfee which I uninstalled a couple of years ago). Thanks.

 

Yank - thanks for the further advice, I'll include that step next time (assuming there will be a next time, which seems likely).

 

Graham

14

Hi

   You can try following the Steps here and let us know:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Error-8506-422/m-p/606260#M185823

15

Thanks, I'll try this if it happens again.