Error: "8504,101" appears on my Norton product

This error can happen due to many reasons including threat infection.

We have seen this error appearing with a program called RapidBoot which comes with the Lenovo computers. If you have RapidBoot on your computer, make sure that you download and install the latest version. Contact your computer manufacturer for further assistance.

STEP 1

Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

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

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

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

  4. Read the license agreement, and click Accept.

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

  6. 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).

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

    If the Scan does not detect any threats, then go to Step 2.

STEP 2

Run the Norton Remove and Reinstall tool

    If you have Norton Family installed, uninstall it before you run the Norton Remove and Reinstall tool.

  1. Download the Norton Remove and Reinstall tool.

    Save the file to the Windows desktop. On some browsers, the file is automatically saved to its default location.

  2. To open the Downloads window in your browser, press the Ctrl + J key.

  3. Double-click the NRnR icon.

  4. Read the license agreement, and click Agree.

  5. Click Advanced Options.

  6. Click Remove Only.

  7. Click Remove.

  8. Click Restart Now.

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

    If the problem persists, go to Step 3.

STEP 3

Download the Norton Bootable Recovery Tool

    Download the Norton Bootable Recovery Tool ISO file on a computer that is not infected.

  1. Go to the Norton Bootable Recovery Tool page.

  2. Click Download.

  3. Follow the on-screen instructions to download and save the Norton Bootable Recovery Tool ISO file on your computer.

  4. Create the bootable DVD or USB recovery media with the downloaded ISO file.

Thank you!

Thank you for using Norton Support.

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DOCID: v62545610_EndUserProfile_en_us
Operating System: Windows
Last modified: 06/20/2016