Norton from Symantec

Error: "8504,104" appears on my Norton product

This error can be caused by another security product or a threat that stops the Norton service from starting. It can also be caused by a failed install when the product is being upgraded to a newer version.

STEP 1

Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

  2. Click Save.

  3. Select the location as Desktop, and then click Save.

  4. To run Norton Power Eraser, double-click the NPE.exe file.

    If the User Account Control window appears, click Yes or Continue.

  5. Read the license agreement, and click Accept.

  6. In the Norton Power Eraser window, click the Scan for Risks icon.

  7. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (requires a computer restart).

  8. After the computer is restarted, the scan starts automatically. Follow the on-screen instructions.

    Wait for the scan to complete.

  9. Follow the on-screen instructions to run the scan.

    If the product does not start after you restart, go to step 2.

STEP 2

Uninstall any non-Symantec security product

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.

    appwiz.cpl

  3. In the list of currently installed programs, select the non-Symantec security product, and then click Uninstall or Remove.

  4. Follow the on-screen instructions.

  5. When the uninstall process completes, restart the computer.

    If the problem persists, goto to Step 3.

STEP 3

Download and run the Norton Removal Tool

    The Norton Removal Tool uninstalls all Norton 2003 and later products, Norton 360, and Norton SystemWorks 12.0 from your computer. If you have pcAnywhere or WinFax, uninstall it using Add or Remove Programs before running the Norton Removal Tool. Also, if you use ACT! or WinFax, back up those databases and make sure that you have the installation CDs to reinstall the product.

  1. Download the Norton Removal Tool.

    Save the file to the Windows desktop.

  2. On the Windows desktop, double-click the Norton Removal Tool icon.

  3. Follow the on-screen instructions.

  4. Restart your computer.

    After the computer restarts, follow the on-screen instructions to reinstall your Norton product.

Thank you!

Thank you for using Norton Support.

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DOCID: v62545568_EndUserProfile_en_us
Operating System: Windows 8, Windows 7, Windows Vista, Windows XP
Last modified: 04/07/2014