How to collect logs for a Norton product installed on your Mac?

Your Norton product for Mac is equipped with an in-built tool that can be run to capture logs when requested by Symantec support personnel. If your Norton product does not start to be able to run this utility, alternatively you can download and run GatherSymantecInfo tool to gather logs.

Generate logs from your Norton product

  1. Start 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 "Symantec Support Data.zip" with logs is created on your Desktop that you can submit to Symantec.

  5. Click Done.

Download and run the GatherSymantecInfo tool

  1. Download the GatherSymantecInfo tool.

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

    The file is expanded.

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

    If you receive a message "GatherSymantecInfo.command can't be opened because it is from an unidentified developer.", press and hold the shift key, and then double-click the GatherSymantecInfo.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 SymantecInfo.zip is generated on the desktop. Collect the SymantecInfo.Zip file.

Thank you!

Thank you for using Norton Support.

< Back

Was this information helpful?

DOCID: kb20100506105458EN_EndUserProfile_en_us
Operating System: Mac OS X
Last modified: 04/14/2017