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Applicable for: Mac

Collect debug logs from your Norton product for Mac

Your Norton product for Mac is equipped with an in-built tool that can be run to capture logs when requested by Norton support personnel.

Generate logs from your Norton product

  1. Open your Norton product for Mac.

  2. In the Apple menu bar, click Help, and then select Gather Support Information.

  3. In the dialog box that appears, type the user name and password of your admin account, and then click Install Helper.

  4. Gather Support Information window appears, and captures the logs for your Norton product for Mac.

    A file "NortonLifeLock Support Data.zip" with logs is created on your Desktop that you can submit to Norton.

  5. Click Done.

If your Norton product does not start to be able to run this utility, alternatively you can download and run the GatherNortonInfo tool to gather logs.

Run the GatherNortonInfo tool

  1. Download the GatherNortonInfo tool.

  2. Double-click the GatherNortonInfo.zip file that you downloaded.

    The file is expanded.

  3. In the GatherNortonInfo folder, double-click the GatherNortonInfo.command file.

    If you receive a message "GatherNortonInfo.command can't be opened because it is from an unidentified developer.", press and hold the shift key, and then double-click the GatherNortonInfo.command file.

  4. Type the administrator password, and then press Return.

    When you type your password, no characters are displayed.

  5. If the problem is related to subscription, type your subscription key. If you do not have a subscription key, press Return.

    The tool starts gathering the information and displays the message Process completed when it finishes the process.

  6. On the Terminal menu, click Quit Terminal.

  7. On successful completion of the tool, a file named NortonInfo.zip is generated on the desktop. Collect the NortonInfo.Zip file.

DocID: kb20100506105458EN
Last modified: 04/24/2025

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