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Regular Visitor
jrogers1965
Posts: 3
Registered: ‎02-13-2013

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

I also encountered an error when trying to fix an update. I spent an hour & a half with HP tech support trying to re-establish my wireless connectivity. Tech said it was probably an issue with the version update.

Visitor
msanig
Posts: 8
Registered: ‎11-25-2013

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

Hi Yank,

 

I used the Norton Remove and Reinstall tool. Whilst the tool removed the current version I had, the reinstall part did not work. I then did a reinstall using the downloader on Norton Management. To answer your question the tool did not work properly on my system. Since reinstalling the latest version, I still keep getting the same error message and have been updating the latest virus protection updates from the download centre which is a real pain as I have to download 200Mb for each new update.

 

I trust that all makes sense and once again many thanks for your help.

yank
Posts: 9,856
Kudos: 2,155
Solutions: 501
Registered: ‎12-02-2009

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

[ Edited ]

Hi msanig,

 

<EDIT>  It just occurred to me, you are on 8.1 - let us know if you run into any difference between 8.1 and these instructions - they do work on Win 7.

 

 

Thanks for the info.  I am concerned about the NRnRT not running to completion by not reinstalling the program.  At this piont I  feel the following may be worth a try. 

 

Please open Run by pressing windows key + R -> devmgmt.msc -> View Show

 

Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen

 

If you have Identity Safe data Export it ->

 

Go to Control panel uninstall N360 ->select the second option to

 

completely uninstall ->restart -> Run Norton Removal Tool -> Restart ->

 

Go to the maximized page -> if you find   NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec

 

Data Store to SymEvent (entries starting with Sym)  ->right click on them

 

click uninstall -> For the Restart prompts select no -> Go to Program files

 

if you find Norton Folder delete it -> Go to Run ->type temp ->Delete all

 

the files in there -> Run -> %temp% ->delete all ->Now Restart the PC -

 

>Install  the version of N 360 you use:

 

http://norton.com/latestn360 (Standard Edition)

 

or

 

http://norton.com/latestn360p (Premier Edition)

 

->Run Live Update until you get "no updates found" message ->restart PC 

 

Let us know how it went for you.

 

 

Visitor
msanig
Posts: 8
Registered: ‎11-25-2013

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

Hi Yank,

 

When I ran device manager as instructed I had no Safe Data - I assume this would be correct if I had not used the safe identity feature on 360 ?

 

I did a complete uninstall from Control Panel and then ran the Removal Tool after restarting - this worked fine. Upon startup I did not see NAVENG, NAVEX15 or anything relating to the Norton Anti Virus Manager. However I am unsure from where I would have seen these as all that came up was the page advising me how I could reinstall 360. Do you have a url where I could check this ?

 

I deleted everything I could find with an entry starting SYM - all I could see were two files both of which were text files only.

 

There were no Norton files in the Program files folder after I had deleted everything. Deleted all temp files as instructed and did a fresh reinstall. I reset the settings - Boot Time Protection to Normal, Admin settings to automatically detect settings. Ran Live Update and got the same error message ! Clearly there is no problem connecting to Symantec and the autofix message says the error has been detected but cannot be fixed automatically. I have since downloaded the latest definitions just to be safe. When I ran the reinstall programme for the latest edition it told me that my definitions were only updated 55 days ago - I assume that means that the latest version is not updated as when definitions are updated.

 

Your continuing assistance is greatly appreciated - I am sure you must be as frustrated as I am. By the way I am on the east coast of Australia and thus there might be some time delay in replying to you.

 

peterweb
Posts: 8,781
Kudos: 1,372
Solutions: 343
Registered: ‎04-17-2008

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

Are you using a proxy? If so check this Norton KB   https://support.norton.com/sp/en/us/home/current/solutions/v15707976_NIS_Retail_2012_en_us?pvid=f-ho...

 

 

 


Things happen. Export/Backup your Identity Safe data.
Visitor
msanig
Posts: 8
Registered: ‎11-25-2013

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

Thanks Peterweb,

 

I am not using a proxy server as far as I am aware so have discounted that. I have no problem connecting with anything else on Norton except that whatever the problem is it will not let me use the Remove and Restore Tool - will only let me remove not restore.

Regular Contributor
intesec
Posts: 1,381
Registered: ‎02-11-2013

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit

Hi msanig

Conflict in security software can be the cause of various issues even if the security software has been uninstalled the debris left on the system may not have caused problems until a Norton update has been installed.

 

Have you or have you ever had any other security software including any trial security software on the computer including Norton?  If so, what is it?  

Can you check in windows add/remove programmes, programme data and programme files for any security software that may have been bundled in a download?

 

What trial security software came with the computer?

 

 

Check out this thread click here.

 

 

ATB

 

inctese

Visitor
msanig
Posts: 8
Registered: ‎11-25-2013

Re: Norton 360 21.1.0.18: Live update error 8921,253 Win 8.1 64bit

To all those who have sent me possible solutions - I am now absolutely convinced this is some kind of server problem at the Norton end. Tonight (Australia Eastern Summer Time) I was able to partially download a Live Update. Approx 7Mb of an 11Mb update was downloaded extremely slowly before the download failed. When I then tried to reconnect top Live Update, I got exactly the same messages as before.

yank
Posts: 9,856
Kudos: 2,155
Solutions: 501
Registered: ‎12-02-2009

Re: Norton 360 21.1.0.18 live update error 8921,253 Win 8.1 64bit


msanig wrote:

Hi Yank,

 

When I ran device manager as instructed I had no Safe Data - I assume this would be correct if I had not used the safe identity feature on 360 ?

 

Absolutely correct, there would be no safe data if you never used the ID safe feature! 

 

 

I did a complete uninstall from Control Panel and then ran the Removal Tool after restarting - this worked fine. Upon startup I did not see NAVENG, NAVEX15 or anything relating to the Norton Anti Virus Manager. However I am unsure from where I would have seen these as all that came up was the page advising me how I could reinstall 360. Do you have a url where I could check this ?

 

I assume it is the same in Windows 8 (8.1) as it is in Windows 7 - the Non-Plug nd Play devices are "hidden files".  You can see these files if you can follow my instuctions as I shortened them some - so I'll try again.

 

Please open Run by pressing windows key + R -> devmgmt.msc -> View Show ->Hidden devices

Show Hidden Devices.PNG

 

 

 

 

 -> open Non-Plug and Play Drivers

 Non-Plug and Play devices.PNG

 

-> Maximize the Screen

NAV ENG.PNG

 

find  NAVENG, NAVEX15, Norton Antivirus settings manager, starting from Symantec

 

Data Store to SymEvent (entries starting with Sym)  ->right click on them

 

click uninstall ->

  

I deleted everything I could find with an entry starting SYM - all I could see were two files both of which were text files only.

 

There were no Norton files in the Program files folder after I had deleted everything. Deleted all temp files as instructed and did a fresh reinstall. I reset the settings - Boot Time Protection to Normal, Admin settings to automatically detect settings. Ran Live Update and got the same error message ! Clearly there is no problem connecting to Symantec and the autofix message says the error has been detected but cannot be fixed automatically. I have since downloaded the latest definitions just to be safe. When I ran the reinstall programme for the latest edition it told me that my definitions were only updated 55 days ago - I assume that means that the latest version is not updated as when definitions are updated.

 

I have looked at my Admin Settings and everything is set to the Default whihc leaves my Network Proxy settings all unchecked.  I am not sure if this has anything to sdo with it or not?

 

When you downloaded and installed N 360 - the definitions were the most recent for the date that the download was generated (which appears to be 55 days ago).  It is normal for the Norton product to throw a warning that the definitions need to be updated, normally by just runing LiveUpdate (rebooting if requested) until LiveUpdate responds "no updates found" will bring all you definitions and product up to date (without having to run the Intelligent Updater.

 

 

Your continuing assistance is greatly appreciated - I am sure you must be as frustrated as I am. By the way I am on the east coast of Australia and thus there might be some time delay in replying to you.

 


I am as frustrated as you are, as I know most of what has been tried - should fix your siutation, but hasn't.  I am still not convinced it is a server problem, unless we can hear from someone else close to your area in regards to server problems?

I do want to thank you for hanging in there while we suggest fixes and your try them and they do not work. 

Let us know if the explaination above does any good.

Newbie
evergap
Posts: 1
Registered: ‎11-30-2013

Re: Norton 360 21.1.0.18: Live update error 8921,253 Win 8.1 64bit

Hello msanig,

 

 

 I had a problem similiar to yours concerning Liveupdate this morning also. It concerned the Web Protection definition update. After a few retries, with some time passed, I managed to complete that update. I had also a pulse update which completed on first try.

 

  If you haven't have this fixed yet, keep trying to update. This is how I fixed my issue.

 

  Good Luck sir,

 

    EG