Unable to open this Norton product (8404,4)

Norton Security | Norton Internet Security
1

I installed Norton Antivirus 2009 over a month ago.  Two days ago, I noticed that the icon was missing from the system tray on the second user.  The Norton shortcut was still on the desktop and Norton was still listed on the Start - All Programs list.  However, clicking on Norton to open, only results in the message "unable to open this Norton product (8504,4).

 

A box comes with info about using the Norton Removal Tool & reinstalling Norton.  I downloaded the removal tool and uninstalled Norton with it.  I then reinstalled Norton.  Same problem.  Norton only works on one user profile.  

 

Uninstalled and reinstalled using the Norton removal tool a second time & reinstalled again.  Same results.

 

Tried Start - All Programs - Norton Antivirus - Uninstall Norton Antivirus.  Same result.

 

I notice that neither method removes Symantec files from Documents and Settings/All Users or Program Files.  I tried deleting from those folders and it will not let me do that (says certain files are in use).

 

So, I am at a loss as to how to get Norton working on my second user profile like it was 2 days ago & has been for the past 15 years with various versions of Norton antivirus. I have never had any problems with any other version of Norton antivirus.

 

I have Windows XP with all updates.  I don't run any other Norton products.  I don't run any other security software. 

 

I notice too that in my Firefox add-ons there is something called Norton IPS 1.0.  I didn't put it there, whatever it is.  I goes there automatically when Norton is installed.

 

Any suggestions where to go from here?  

 

 

 

2

As another User has suggested, I would strongly-suggest that you use the Norton Removal Tool twice, that is, once you have used it and re-started, Run it again and then re-start, and then re-install Norton AntiVirus 2009 after re-starting from using the Norton Removal Tool.

 

Just want to point out that N.AV. 2009 does not have a Firewall, so remember to use Windows' Firewall or a Trusted Firewall if you do not want to use Windows' Firewall.

Message Edited by Floating_Red on 11-05-2008 05:45 PM
3

icu,

 

If you can answer the following questions this might help us narrow down the problem.

 

1) Did you upgrade from Norton 2008 products to 2009?

 

2) Was the Norton icon always absent from the system tray, or did this just start happening?

 

3) What O/S version and service pack are you running (for example, XP SP3?)

 

4) Do you have more than 1 user account on your system?

 

 

 

4

Thank you for the responses.

 

Vineeth - the services.msc option was as it should be.  I still had Norton working just fine on one user profile, so nothing was stopped & it was set to automatic.  I ran the Norton Removal Tool (2009 version) again, restarted the computer, but it did not help.  As I mentioned in my original posting, there were still Symantec folders under All Users & Program Files.  Norton would only open in one user, not both.  I did not run the 2008 NRT because my previous version was 2006.  Also, as I said, I have been using 2009 version for over a month & this problem only started two days ago..  I have a retail version of Norton so I have a disc, not a download.  My computer always starts in normal mode.  I emptied all temp files (I do that every time I use the computer).  I even ran a defrag for good measure.

 

Floating_Red - I followed your suggestion of using the NRT twice, restarting my computer after each use.  The second time I ran the NRT, I noticed that Symantec files & registry entries were being uninstalled, not just Norton entries.  When I rebooted after using NRT the second time, the Symantec folders in All Users & Program Files were gone.....Yahoo!  Why doesn't NRT just remove everything the first time around?  After the second reboot after using NRT twice, I did a reinstall of Norton antivirus 2009.  Unfortunately, it still only would work in one user.   Interestingly, I experimented with uninstalling & reinstalling & which user Norton would work in depended on which user I logged into first immediately after reinstalling.  Strange.   Also, I do have WinXP firewall turned on.  

 

OscarL - My upgrade was from 2006 to 2009, but that was over a month ago, and I had absolutely no problems with it over the past month.  The issue of only working in one user started two days ago.  I use WinXp with all current updates.  There are only the 2 users on my system.

 

 

OK, so after multiple retries of using NRT, restarting, reinstalling,  PRESTO! Norton starts working again in both users!  Nothing in the procedure I used was different, it just started working again!  I literally went through the procedure about 8 times.  Why it started to work, I have no idea.  It is been stable now for two hours.  I hope it lasts! 

 

I have used Norton anti-virus for the past 15 years & have never had problems with it (installing or uninstalling) & I have never had an infection or other problem.  Hopefully, this will be a one time, unexplained incident.  Unless someone has an idea of what happened?

 

Thank you to those who responded!

 

 

 

5

Hi icu,

 

A couple more questions for you: 

 

1) Do you use Outlook/Outlook Express or some other email client to check email?

 

2) Was email scanning enabled on NIS?

 

3) When you noticed the icon missing, were you checking email at the time, and were you able to send and receive emails afterwards?

 

 

Your problem sounds similar to some that several other users had when checking email -- it has to do with email scanning crashing the NIS process and taking out the icon. If this is the case, we do have a fix for it and will be releasing it very soon.

 

 

6

OscarL......No I do not and have never used Outlook or Outlook Express.  I use Mozilla Thunderbird for email.

 

I do not have NIS, I have NAV2009 & email scan is enabled.

 

I was not checking email when NAV started functioning on one user only.  This did not prevent me from sending or receiving emails.  No programs were affected other than the problem as I described.

 

7

I installed Norton Antivirus 2009 over a month ago.  Two days ago, I noticed that the icon was missing from the system tray on the second user.  The Norton shortcut was still on the desktop and Norton was still listed on the Start - All Programs list.  However, clicking on Norton to open, only results in the message "unable to open this Norton product (8504,4).

 

A box comes with info about using the Norton Removal Tool & reinstalling Norton.  I downloaded the removal tool and uninstalled Norton with it.  I then reinstalled Norton.  Same problem.  Norton only works on one user profile.  

 

Uninstalled and reinstalled using the Norton removal tool a second time & reinstalled again.  Same results.

 

Tried Start - All Programs - Norton Antivirus - Uninstall Norton Antivirus.  Same result.

 

I notice that neither method removes Symantec files from Documents and Settings/All Users or Program Files.  I tried deleting from those folders and it will not let me do that (says certain files are in use).

 

So, I am at a loss as to how to get Norton working on my second user profile like it was 2 days ago & has been for the past 15 years with various versions of Norton antivirus. I have never had any problems with any other version of Norton antivirus.

 

I have Windows XP with all updates.  I don't run any other Norton products.  I don't run any other security software. 

 

I notice too that in my Firefox add-ons there is something called Norton IPS 1.0.  I didn't put it there, whatever it is.  I goes there automatically when Norton is installed.

 

Any suggestions where to go from here?