Norton from Symantec

Error: (8921,251) "Unable to connect to the Norton LiveUpdate server. Please check your Internet connection" when I run LiveUpdate in my Norton product

These steps are for the current version of the Norton products. If you have an older version or if you do not know your product version, go to Norton Update Center.


Check the Internet connectivity

  1. Start your web browser.

  2. Try to connect to the following website:

  3. Depending on your situation, do one of the following:

    • If you can connect to the website, go to Step 2.

    • If you cannot connect to the website, go to Step 3.


Configure Norton ConnectSafe on your computer

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

  2. In the Run dialog box, type the following and then click OK:


  3. Right-click the network adapter that is currently active, and then click Properties.

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

  4. In the Network Connection Properties window, under "This connection uses the following items", click Internet Protocol (TCP/IP) or Internet Protocol Version 4 (TCP/IPv4).

  5. Click Properties.

  6. To specify DNS server address settings, click Use the following DNS server addresses.

  7. In the Preferred DNS server and Alternate DNS server boxes, type the two Norton ConnectSafe IP addresses.

    Preferred DNS:

    Alternate DNS:

  8. In the Internet Protocol (TCP/IP) Properties window, click OK.

  9. Click OK.

  10. Run LiveUpdate in your Norton product.


Check Network Proxy Settings

  1. Start your Norton product.

  2. Click Settings.

  3. Depending on your Norton product, do one of the following:

    • For Norton AntiVirus/Norton Internet security : On the Network tab, in the left pane, click Network Security Settings. In the right pane, next to Proxy Server, click Configure.

    • For Norton 360 or Norton Security: On the Detailed settings window, click Administrative Settings. Next to Network Proxy Settings, click Configure.

  4. Depending on your situation, do one of the following:

    • If you do not use any proxy servers to access the Internet, make sure that all the options in the Network Proxy Settings window are unchecked.

    • If you use a proxy server to access the Internet, in the Network Proxy Settings window, check Use a proxy server for HTTP connections. Type the address and port of the proxy server.

      If authentication is required for the proxy, check I need authorization to connect through my firewall or proxy server, and then type the user name and password.

  5. In the Network Proxy Settings window, click Apply and then click OK.

  6. In the Settings window, click OK.

  7. Run LiveUpdate in your Norton product.

What if this didn't work?

Thank you!

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DOCID: v59829411_EndUserProfile_en_us
Operating System: Windows 8, Windows 7, Windows Vista, Windows XP
Last modified: 03/10/2015