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Kudos0

eraser64.dll

I have been getting the following error message on at least a weekly basis. Support tried to correct this by changing some registry values with no success. I've tried multiple updates sequentially with not luck - all updated. Norton product is Norton Security Deluxe. System is Win 10, Microsoft Surface Pro 4. I need a fix before I go nuts. The latest typical error message follows:

"There was a problem starting c:\program files\norton security\nortondata\22.9.0.71\definitions\sdsdefs\201709.020\eraser64.dll"

See attached.

Any help correcting this will be most appreciated. Thanks.

File Attachment: 
Labels: LiveUpdate

Replies

Kudos1 Stats

Re: eraser64.dll

Hi Billv73:

This looks like the same weekly error message silvermangb posted about in their 29-Aug-2017 thread erase64.dll missing.  As I noted in that thread, if you have a task scheduled in Norton Security to clear your browsing history (e.g., Settings | Task Scheduling | Internet Explorer History) this might be what triggers the error message.

If you go to Help | General Information | About, does it show that you have the latest v22.10.1.10 product update?  If you check your LiveUpdate logs at Security | History | Show | LiveUpdate do they show that your automatic LiveUpdates are running to completion without errors?

Unless you see any obvious problems with your LiveUpdates, try the suggestions posted in silvermangb's thread and let us know if that helps.  If you haven't already done so, be sure to disable your Win 10 Fast Startup feature as instructed that thread.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.3.0 * NS Premium v22.10.1.10 * MB Premium v3.2.2

Kudos0

Re: eraser64.dll

Lmacri,

Thanks for your guidance. I did the following in the way you suggested. For info only: the last several occurrences were on 2017-08-01, -08-09, -08-15, -08-17, -08-29, -08-31, -09-07. If the problem does not occur in the next couple of weeks I'll consider the problem solved. 

1) Turned off the IE browsing history in the Norton "Settings" 

2) Verified v22.10.1.10 is the current product update.

3) Scrubbed the LiveUpdate logs for installation errors and found none. (I did find and successfully ran a new LiveUpdate) 

4) I disabled the WIN 10 Fast Startup per the Support instructions per the link you referenced in the silvermanb thread.

BillV73 going into Wait state. 

Kudos0

Re: eraser64.dll

Hi BIllv73:

Thanks for the feedback.  I posted in silvermangb's thread erase64.dll missing today and asked them to post back with a status update about their own RunDLL error "The specified module could not be found" for eraser64.dll.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.3.0 * NS Premium v22.10.1.10 * MB Premium v3.2.2  

Kudos0

Re: eraser64.dll

Unfortunately I was greeted by the recurring error. Hoping there is a fix out there somewhere. Same pop up message attached.

Kudos0

Re: eraser64.dll

Billv73:

...Norton product is Norton Security Deluxe. System is Win 10, Microsoft Surface Pro 4. I need a fix before I go nuts. The latest typical error message follows:

"There was a problem starting c:\program files\norton security\nortondata\22.9.0.71\definitions\sdsdefs\201709.020\eraser64.dll"

Hi Billv73:

Just a thought, but what folder is your Norton Security installed in, and if you search for the location of eraser64.dll is it located in the same folder mentioned in your error messages?  My Norton Security Premium (a.k.a., Norton Security with Backup) is installed in C:\Program Files\Norton Security with Backup\ on my old 32-bit Vista machine, and I have an eraser.sys (not eraser64.dll) file located at C:\Program Files\Norton Security with Backup\NortonData\22.9.1.12\Definitions\SDSDefs\20170912.001\.

I don't know much about the Microsoft Surface Pro 4 but I would have assumed that you have a 64-bit Win 10 Professional OS and that Norton is installed in C:\Program Files (x86)\Norton Security\.  Sorry, but I don't have a 64-bit machine with Norton installed to check the default installation folder for you.

Also, did you try to reinstall your Norton product with the Norton Remove and Reinstall (NRnR) tool as instructed <here> in silvemangb's thread?  You could have a stray registry entry from an older Norton product version that's pointing to the wrong location or file name for your eraser64.xxx file, and a refresh of your installation might fix this.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.3.0 * NS Premium v22.10.1.10 * MB Premium v3.2.2

Kudos0

Re: eraser64.dll

Following your lead I found a couple of strange things. This is a WIN 10 Pro system, 64 bit OS, up to date.

It seems odd that the error message folder is shown as \20170911.017\eraser64.dll, while the folder on your system is \20170912.001\...., and my system is showing the same as yours \20170912.001\, both of which seem to reflect the install date.

The only Norton files in Program Files (x86) are in the folder NortonInstaller, while the Program Files folder looks to have the full load. 

Though I have no credentials in this I am somewhat surprised that the Installer files are in both the Program Files and the Program Files (x86) folders. Any body know if this is normal? Without any more information I suspect this is a registry problem and the NRnR option is starting to look plausible.

???????

Kudos0

Re: eraser64.dll

Hi, Billv73. Try the NRRT to see if that fixes your issue, as it will give you a fresh copy.

www.norton.com/nrnr

If used, run Live Update manually until no more are found restarting if required, and then restart one more time.

Failing that, a full removal keeping your license info, and then downloading a pre-activated copy from your Norton Account is another option.

Windows 10 Home X 64
Kudos0

Re: eraser64.dll

Thanks F 4 E,

I will try the suggested options in order. Is there anything I need to do to keep my license info in case I need to do a full removal, other than writing down the product key and product serial number?

I'm travelling for a few days so I won't be able to get to this for a period of time. I will let you know how it turns out when I finish.

Thanks.

Kudos1 Stats

Re: eraser64.dll

Billv73:
Is there anything I need to do to keep my license info in case I need to do a full removal, other than writing down the product key and product serial number?

Hi Billv73:

Just an FYI that I found an old update announcement at Norton 22.9 Product Update Available Now and the What's New section notes that native 64-bit support was added to Norton Security earlier this year so that likely means that C:\Program Files\Norton Security [i.e., not C:\Program Files (x86)\Norton Security] is the correct installation folder on your 64-bit Win 10 machine.  I've contacted a few people with Win 10 machines and asked them if they can confirm but I don't think this is something you have to worry about.

Further to F 4 E's comment about a clean reinstall, here is the general procedure I usually follow if the normal Norton Remove and Reinstall (NRnR) tool instructions at www.norton.com/nrnr won't fix an error message or odd glitch:

  1. Uninstall Norton from the Control Panel and choose the option to "Please remove all user data" when  asked to select your uninstall preference.  If you use Norton Identity Safe to manage your login passwords this option will not remove the online password vault but it will remove additional static data files (e.g., .txt, .dat, .log, etc.) like your security history logs and personalized configuration settings.
  2. Re-boot and run the Norton Remove and Reinstall (NRnR) tool in "Remove Only" mode (Advanced Options | Remove Only | Remove) as instructed at www.norton.com/nrt.  Read the warning in those instructions if you have other Norton products like Norton Family, Norton Utilities, etc. since "Remove Only" mode could remove files required by other Norton products.
  3. Download the latest available offline installer for your Norton product and save to your desktop (for your Norton Security Deluxe the download link is www.norton.com/latestns - see <here> for links to offline installers for other Norton products) and double-click the .exe installer to re-install Norton.  Alternately, you can log in to your Norton Account at https://my.norton.com/account/subscriptions and click the yellow Download button on the My Subscriptions tab (or simply follow the instructions if the Norton Setup window shown in the support article I want to download my Norton product on my device automatically pops up after you log in) and let the small stub installer handle the entire download and installation process for you.
  4. Run multiple LiveUpdates (re-booting if prompted) until no further updates are available.

You can always find your product key on the My Subscriptions tab of your Norton Account but I performed a clean reinstall a few months ago using an offline installer and didn't need to re-enter my product key.  If any thing looks odd with the days remaining on your subscription after the reinstall a quick sync with the Symantec servers at Help | Account Information | Subscription Status usually fixes the problem.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.3.0 * NS Premium v22.10.1.10 * MB Premium v3.2.2

Kudos0

Re: eraser64.dll

Just an FYI that I found an old update announcement at Norton 22.9 Product Update Available Now and the What's New section notes that native 64-bit support was added to Norton Security earlier this year so that likely means that C:\Program Files\Norton Security [i.e., not C:\Program Files (x86)\Norton Security] is the correct installation folder on your 64-bit Win 10 machine.  I've contacted a few people with Win 10 machines and asked them if they can confirm but I don't think this is something you have to worry about.

Win 7x64 here, installed before 22.9, still in the x86 folder. Doesn't seem to migrate unless you were to do a clean re-install.

Kudos0

Re: eraser64.dll

Wait State (after trying items listed on post of 11-Sept) is now back to Problem State > eraser64.dll showed up again on 25 - Sept - 17 (yesterday). It sounds like a re-install is in order.

Between this and an Identity Safe issue I'm getting frustrated with Norton....BUT very pleased with the support experience of the Forum. Will try a re-install before any more posts.

Kudos0

Re: eraser64.dll

Thanks all for your contributions in solving this problem. The evidence contributed points to having an improper installation somewhere in the installation or maybe an update having to do with 32 bit and 64 bit installations getting in the way of each other.

The solution is a clean installation of Norton Security, in my case in Program Files (used by 64 bit). I removed Norton Security using Control Panel, then running the Norton Removal and Reinstallation tool, followed by reinstalling Norton Security. On my Surface Pro there was something that caused driver or bluetooth issues which could be a hardware issue with my system. Fortunately MS Support has a tool that will find and fix this problem. I suggest using the NRnR tool followed by a reinstall. If that doesn't work I'd uninstall in Control Panel followed by a reinstall. I had to engage Norton Support for help getting the Identity Safe working (it still isn't working right....another post on this one). Kudos to all that weighed in with contributions. I did not encounter a problem with my Norton account, but if you do I'd suggest imacri's post above. I did not mark this loose summary as a solution but there is enough info above to there.

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