I am continuously getting error message 8921.253 using windows 8.1 64 Bit Sp1 Norton 360 V 21.1.0.18 when running live update. I have re-installed twice and still have the same problem after 4 days. Manually updated yesterday using update dated 21 November off Norton but still cannot run live update - is this a common problem ?
[Clarified Subject]
msanig wrote:I am continuously getting error message 8921.253 using windows 8.1 64 Bit Sp1 Norton 360 V 21.1.0.18 when running live update. I have re-installed twice and still have the same problem after 4 days. Manually updated yesterday using update dated 21 November off Norton but still cannot run live update - is this a common problem ?
Hi msanig, and welcome!
Can you please confirm the error number you are getting as I can't find any information about 8921.253?
Thanks.
yank wrote:Hi msanig,
Found some info on Error 8921, 253.
Please let us know if it helps.
I'm glad you found it, Yank!.
When I searched earlier, before posting, it wasn't available... now if I search it I also cand find it... strange...
Rainbow_2,
Did you use the search here on the forum?
The Lithium search has been flakey for a long time, also when I can’t find something one time and find it another time, it is becasue I was on Board in lieu of Community - the item happened to be on another board.
The important thing is the info hopefully assists the OP.
yank wrote:
Rainbow_2,
Did you use the search here on the forum?
The Lithium search has been flakey for a long time, also when I can't find something one time and find it another time, it is becasue I was on Board in lieu of Community - the item happened to be on another board.
The important thing is the info hopefully assists the OP.
Absolutely, this is the most important thing.
This is what I did here on the forum - I guess it's correct?
From "Support" at the top of the page (between "Security Center" and "Downloads" >Customer Support, on the final Support Page, in the search box I put error 8921,253, and nothing was found. I remember I repeated it once or twice, with the same negative result.
I did the same after I saw your post, and this time it gave me a result.
Anyway, I also hope it can help the OP.
Cheers!
Thanks for the helpful messages. Unfortunately despite following the suggestions, I am still getting exactly the same message and problem. It is not an internet connectivity problem, but appears to be a problem connecting to the Live Update server.
Hi msanig,
Please check and verify your system time, date and time zone (including Daylight savigns time) settings are correct.
Also check your Boot Time Protection setting is either Normal or Aggressive in lieu of OFF.
The setting can be found @ Settings > Antivirus > Automatice Protection Tab > Boot Time Protection > donl;tfoget the Apply if you change it.
Just to elimnate something else, please select Support > Get Support from the main page of N 360 and see if it fixes anything or reports any errors.
Please describe how you reinstalled. Did you run any tools (Norton Remove and Reinstall Tool) or did you remove from Control Panel and run the orton Remvoal Tool and then reinstalled, or did you jsut remove from Control Panel and then reinstall?
Let us know if any of the above helps.
Yank,
Thanks for your help - I regret to say that absolutely nothing has worked,
To answer your points - system time date and zone ar all correct. I changed boot time protection to normal. Support reported no problems. I used the Norton Remove and Restore tool but whilst it removed the program, it wouldn't reinstall so I did a manual reinstall from the Norton website. I have repeated that process this evening to no avail and downloaded the full virus protection - 200Mb file again from the Norton support site.
I continue to get the same error message. Very very frustrating
Hi msanig,
Just to verify, you used this tool: Norton Remove and Reinstall Tool which is designed to remove your current product, ask fro you to reboot and then reinstall the most current version of your product.
I'm asking as there is another tool, the Norton Removal Tool, which removes your product, but does not reinstall your product. I'm trying to figure out if the tools are working as they should be on your system.
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.
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.
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.
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.
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-home
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.
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
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.
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
-> open Non-Plug and Play Drivers
-> Maximize the Screen
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.
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
