Other products

Error: (8921,251) "Unable to connect to the Norton LiveUpdate server. Please check your Internet connection"

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.

STEP 1

Check the Internet connectivity

  1. Start your web browser.

  2. Try to connect to the following website:

    http://www.symantec.com

  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, check with your Internet service provider.

STEP 2

Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

  2. Click Save.

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

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

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

  5. Read the license agreement, and click Accept.

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

  7. 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 system restart).

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

STEP 3

Update your virus definitions using Intelligent Updater

  1. Go to the Intelligent Updater downloads page.

  2. To choose the correct definition set, you need to know the name and version of your Norton product and the version of Windows.

  3. Depending on your version of Windows and Norton product, download the appropriate definition set.

    Norton product version

    Windows 32-bit platform

    Windows 64-bit platform

    22.9 and later

    e.g. 20170126-020-core3sdsg2v5i32.exe

    e.g. 20170126-020-core3sdsg2v5i64.exe

    22.7 and 22.8

    e.g. 20160718-008-core3sdsv5i32.exe

    e.g. 20160718-008-core3sdsv5i64.exe

    22.6 and earlier

    e.g. 20160718-008- v5i32.exe

    e.g. 20160718-008-v5i64.exe

  4. Save the file to the Windows desktop.

  5. On the desktop, double-click the file that you downloaded.

  6. In the Symantec Intelligent Updater window, click Yes to continue.

  7. When Intelligent Updater finishes updating the definitions, click OK.

Thank you!

Thank you for using Norton Support.

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DOCID: v59829411_EndUserProfile_en_us
Operating System: Windows
Last modified: 11/12/2018