Message: "We are sorry. We are unable to download the support packages..." on Mac

You may also see one of the following errors when you install your Norton product for Mac:

  • "Did not find the expected base package for this product. Please contact Support."

  • "We were unable to download the support packages. Please check your Internet connection and try again."

This problem can occur if the Norton Installer fails to connect to the Internet. Launch your browser and make sure that you can access any website to check the Internet connectivity on your Mac.

If the problem persists, run Disk Utility on your Mac to verify and repair the Mac OS X disks and permissions issues.


Run Disk Utility

  1. On the Apple menu bar, click Go > Utilities.

  2. In the Utilities window, double-click Disk Utility.

  3. In the Disk Utility window, in the left-pane, select the Startup disk Macintosh HD.

    Only a Startup disk can be verified and repaired for file permission issues. Do not select the core storage disk, it does not display the number of files and folders at the bottom of the window.

  4. Click Repair Disk permissions.

    Depending on the number of files that are checked for permissions, repairing disk permissions process may take some time.

  5. When the permissions repair completes, exit all the programs and restart your Mac.


Install Norton

  1. Sign In to Norton.

  2. If you are not signed in to Norton already, you are prompted to sign in. Type in your email address and password for Norton, and click Sign In.

    If you do not have a Norton account, click Create account and complete the sign-up process.

  3. In the Norton Setup window, click Download Norton.

  4. Click Agree & Download.

  5. Click OK to save and open the file.

  6. When the download finishes, double-click the Norton product Installer.

  7. Click Agree & Install to start the installation.

  8. Follow the on-screen instructions to complete the installation.

  9. When LiveUpdate finishes installing updates, click Continue.

  10. In the Installation Successful window, click Restart.

    You must restart your computer to complete the installation process.

Thank you!

Thank you for using Norton Support.

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DOCID: v105503688_EndUserProfile_en_us
Operating System: Mac OS X
Last modified: 12/12/2017