Norton 360 premier V6 error 8504, 104

Norton Security | Norton Internet Security
1

Dear Norton community,

 

I am using Norton 360 since 2008 with no problems. 

I have formatted my Laptop (HP Pavilion dv6 - win7 Home Premium) and installed Norton 360 V6 but it stops working and an error message appears (Error 8504, 104)... 

I have tried all ways you mentioned in this forum but in vain (Removal & Reinstaller tool - power tool - ... etc) 

It was working with me well on the same Laptop before formatting. And also it works well on my other Laptops (As I have a version for more than a user)... 

 

I need your help please, pis is showing you the error message below.. 

 

 

Screen

2

Same problem here on a customers machine.

 

The product installs, updates, etc. Upon rebooting the machine, 360 does not start on boot.

 

Clicking the icon on the desktop does nothing. 5 minutes later, I get the 8504 - 104 error.

 

I have tried removing, re-installing, power eraser....nothing seems to work.

3

Clicking the icon on the desktop does nothing. 5 minutes later, I get the 8504 - 104 error.

 

Exactly..!!

4

There has been an update or two since your install. Maybe the problem is fixed now. You might try the Norton Remove and Reinstall Tool: http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20110217171332EN

to see if the fresh copy performs more like you would expect. Be sure to run live update until the program tells you that all updates have been downloaded and installed. Don't remember if any reboots are in this last batch of updates but please do them when requested.

Long ago I was told "Do it right the first time, you never have time to do it over.":smileywink:

5

Hi,

 

I have the last version and the last update, I used to update my Win and my applications frequently... 

 

I mentioned that i used the remove and reinstall tool but in vain... 

 

I always did it right, I have the same version with the same serial on other laptops and it works well, only on my PC i faced this problem, but it was working well before formatting one week ago... 

 

Please help 

6
iyso79 wrote:

Hi,

 

I have the last version and the last update, I used to update my Win and my applications frequently... 

 

I mentioned that i used the remove and reinstall tool but in vain... 

 

I always did it right, I have the same version with the same serial on other laptops and it works well, only on my PC i faced this problem, but it was working well before formatting one week ago... 

 

Please help 

Formatting suggests that you might want to run CHKDSK /R from the command prompt and see what happens.

I will assume that after you formatted the drive you had to reinstall the product.

Keep us in the loop

7

Formatting suggests that you might want to run CHKDSK /R from the command prompt and see what happens.

 

========================

 

How could I do this??

 

I reinstalled the product but the same error message appere 

8

i have done the CHKDSK with no errors...!!!! 

9
iyso79 wrote:

i have done the CHKDSK with no errors...!!!! 

Hi,

Another possibiility eliminated.:smileyhappy: 

Do you have HP Smart Web Printing utility installed? Is it up-to-date? If it's not please update it. Then test for the problem. If it is up to date please uninstall it just long enough to test if it may be conflicting.

Last step download and run the Norton Power Eraser. http://us.norton.com/support/DIY/index.jsp

Do not delete anything. Just post the log that it generates.

Thanks

(assistance received from Subash Prabu)

10

I am going to do the steps you pposted and will keep you updated
please follow this post until we solve the problem...

 

Thanks  

11

Dear Norton community,

 

I am using Norton 360 since 2008 with no problems. 

I have formatted my Laptop (HP Pavilion dv6 - win7 Home Premium) and installed Norton 360 V6 but it stops working and an error message appears (Error 8504, 104)... 

I have tried all ways you mentioned in this forum but in vain (Removal & Reinstaller tool - power tool - ... etc) 

It was working with me well on the same Laptop before formatting. And also it works well on my other Laptops (As I have a version for more than a user)... 

 

I need your help please, pis is showing you the error message below.. 

 

 

Screen

12

No HP Smart Web Printing utility installed, I took a shot from my programs list to see you all HP products installed.. 
What shall I do now?

 

5-22-2012 3-17-19 PM.png

 

 

13

iyso79 said

"No HP Smart Web Printing utility installed, I took a shot from my programs list to see you all HP products installed.. What shall I do now?"

 

Have you run NPE as suggested? If not: http://us.norton.com/support/DIY/index.jsp

Do not delete anything just post the log. 

http://community.norton.com/t5/Forum-Feedback/Forum-Tip-How-to-post-screenshots-in-the-forum/td-p/254415

somd directions on how to insert the log into your message.

 

If it comes up clean try this:

Turn OFF UAC -> Run LU -> Restart -> turn ON UAC

Reinstall Directx

If the above fails reset the Reiistry permissions

Follow the steps in this thread



14

Let me explain for you.. 

 

I removed it and reinstalled it again, I left it to do Liveupdte automatically, It works well.. 

 

then I ran Liveupdate manually, after restarting my Laptop, it stopped working... 

 

(Without manual liveupdate works well although if I restart my Laptop)... 

 

 

15

Hi the steps provided by Dickevans is to make sure this problem is not caused by any infection. Because after a live update Norton is encountering some conflict in the computer, so this might be due to norton has identified some program after updating and encountering a conflict with it. Please let us know how it goes for you.

 

Updating the Steps posted by Dickevans:

 

Turn OFF UAC -> Run LU -> Restart -> turn ON UAC

Reinstall Directx.

If the above fails reset the Registry permissions.

Follow the steps in this thread.

16

What is UAC (LU is LiveUpdate.. right?) 

 

BTW, no infections in my laptop, i tried another anti virus product and it didn't find any threat... also, power eraser find only facebook messenger and lightscribe as unlnown applications. 

17

Sorry for the inconvenience...Disable/Turn UAC OFF.

Yes LU = Live Update.

18

I will try this step and come back to you 

19

Nothing from all above solutions resolved my problem... 

 

All what happening, after the manual live update then restarting my laptop, it stopes working 

20

Just a thought.

 

When you formatted your computer, did you update Win 7 to SP1? Although not listed as a requirement, it might be required.