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

This problem can occur if the Internet access to Norton Installer is blocked and it fails to download the updates. Ensure that you have the Internet connectivity on your Mac by opening a website in your browser.

If your Internet access is fine, then it may occur due to the restricted access to the Downloads folder for Norton installer. To fix this problem, allow access to the Downloads folder for Norton installer, and then try installing your Norton product.

STEP 1

Allow access to the Downloads folder for Norton installer

The following steps are applicable only on macOS 10.15.x (Catalina) or later. If you have Mac OS X 10.10.x (Yosemite) to macOS Mojave 10.14.x then skip to step 3.

  1. Go to System Preferences > Security & Privacy.

  2. In the Security & Privacy window, on the Privacy tab, select Files and Folders in the left pane.

    If the settings are locked, click the lock icon at the bottom of the window and then type your administrator password to unlock.

  3. In the right pane, under Install Norton 360 or Install Norton Security, and select Downloads Folder under it.

  4. Exit the preferences window.

STEP 2

Install Norton device security

  1. Click the Finder icon in the Dock.
  2. In the Finder window, click Downloads in the left pane under Favorites.

  3. Find and double-click the Norton Installer file that you downloaded earlier.

  4. Depending on your operating system, select one of the following:

Install Norton device security on macOS 10.15.x (Catalina) or later

  1. Click Install.

  2. In some cases, Norton provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. Click Restart.

  5. After you restart your Mac, in the Norton installation window, click Open Preferences.

  6. If you see the System Extension Blocked alert, click Open Security Preferences.

  7. In the Security & Privacy window, click the lock icon at the bottom.

  8. When prompted, type your administrator account password, and then click Unlock.

  9. Click Allow corresponding to the Norton message, navigate back to the Norton installation window, and then click Continue.

    If you do not see the Allow button, then close and reopen the Security & Privacy window to view the Allow button.

  10. In the Norton installation window, click Continue, and then click Allow to allow Norton to monitor all the network activities and block malicious websites from accessing your Mac.

  11. In the Norton installation window, click Open Preferences to allow Norton to access your disk for better protection.

  12. In the Security & Privacy window, ensure that the Norton System Extension option is enabled. Navigate back to the Norton installation window and click Complete.

Install Norton device security on macOS High Sierra 10.13.x to macOS Mojave 10.14.x

  1. Click Agree & Install.

  2. In some cases, Norton provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. In the Norton installation window, click Open Now or Click here.

  5. Do any one of the following:

    • Click Allow corresponding to the Symantec message.

    • If you have multiple software or vendor installed on your Mac that requires your authorization, then you see Some system software was blocked from loading message instead of Symantec message. In that case, click Allow, select Symantec in the list, and then click OK.

    If you do not see the Allow button, then close and reopen the Security & Privacy window to view the Allow button.

  6. In the Norton Security installation window. click Continue.

  7. Click Restart to complete the installation process.

Install Norton device security on Mac OS X 10.10.x (Yosemite) to OS X 10.12.x (Sierra)

  1. Click Agree & Install.

  2. In some cases, your Norton product provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. When the installation completes, click Restart. Your product installation completes after you restart your Mac.

If the problem persists, run the RemoveNortonMacFiles tool, and then reinstall your Norton device security product.

STEP 3

Download and run RemoveNortonMacFiles as an administrator

 

RemoveNortonMacFiles removes all the folders that Norton installers created, and all the files within those folders including any that you have created.

  1. Download the RemoveNortonMacFiles.zip file.

  2. Click the Finder icon in the Dock.
  3. In the Finder window, click Downloads in the left pane under Favorites.

  4. Do one of the following:

    • If you downloaded the file using Safari browser, open the RemoveNortonMacFiles folder.

    • If you downloaded the file using the Mozilla Firefox or Google Chrome browsers, double-click the RemoveNortonMacFiles.zip file to expand it, and then open the RemoveNortonMacFiles folder.

  5. In the RemoveNortonMacFiles folder, control-click the RemoveNortonMacFiles.command file, and then click Open with > Terminal (default).

    To run this tool, you must be logged on with an Administrator account and a non-blank password.

  6. In the Terminal window, type your administrator password, and then press return.

    When you type your password, no characters appear.

  7. To remove all Norton files and folders, type 1.

    If you want to quit RemoveNortonMacFiles without removing any files, type 2.

  8. Press return.

    RemoveNortonMacFiles tool removes all of the Norton files.

  9. When the RemoveNortonMacFiles tool finishes removing the Norton files, in the Terminal window, type y, and press return to restart your Mac.

    Before you press return, make sure that you save your work in other open applications.

STEP 4

Download and install Norton device security

Before you download the latest installer setup file, make sure that you delete all the older installer setup files available in the Downloads folder.

To install Norton for Mac 8.x or later, you need to have Mac OS X 10.10.x or later.

  1. Sign in to your account.

  2. Type in your email address and password for Norton, and click Sign In.

    If you do not remember your Norton account password, then click Forgot password? and follow the on-screen instructions to recover your lost password.

  3. In the My Norton portal, click Download.

  4. In the Get Started page, click Agree & Download.

  5. When the download finishes, double-click the file that you downloaded to launch the Norton installer.

  6. Before you install Norton, click Norton License Agreement to read the product license agreement.

  7. Depending on your operating system, select one of the following:

Install Norton device security on macOS 10.15.x (Catalina) or later

  1. Click Install.

  2. In some cases, Norton provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. Click Restart.

  5. After you restart your Mac, in the Norton installation window, click Open Preferences.

  6. If you see the System Extension Blocked alert, click Open Security Preferences.

  7. In the Security & Privacy window, click the lock icon at the bottom.

  8. When prompted, type your administrator account password, and then click Unlock.

  9. Click Allow corresponding to the Norton message, navigate back to the Norton installation window, and then click Continue.

    If you do not see the Allow button, then close and reopen the Security & Privacy window to view the Allow button.

  10. In the Norton installation window, click Continue, and then click Allow to allow Norton to monitor all the network activities and block malicious websites from accessing your Mac.

  11. In the Norton installation window, click Open Preferences to allow Norton to access your disk for better protection.

  12. In the Security & Privacy window, ensure that the Norton System Extension option is enabled. Navigate back to the Norton installation window and click Complete.

Install Norton device security on macOS High Sierra 10.13.x to macOS Mojave 10.14.x

  1. Click Agree & Install.

  2. In some cases, Norton provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. In the Norton installation window, click Open Now or Click here.

  5. Do any one of the following:

    • Click Allow corresponding to the Symantec message.

    • If you have multiple software or vendor installed on your Mac that requires your authorization, then you see Some system software was blocked from loading message instead of Symantec message. In that case, click Allow, select Symantec in the list, and then click OK.

    If you do not see the Allow button, then close and reopen the Security & Privacy window to view the Allow button.

  6. In the Norton Security installation window. click Continue.

  7. Click Restart to complete the installation process.

Install Norton device security on Mac OS X 10.10.x (Yosemite) to OS X 10.12.x (Sierra)

  1. Click Agree & Install.

  2. In some cases, your Norton product provides you an alert to join the Norton Community Watch that collects information about potential security risks from your computer and sends the information to Norton for analysis. Do any one of the following:

    • Click Join Now to enable the Norton Community Watch on your Norton product.

    • Click Maybe Later to join the Norton Community Watch later.

    You can click Learn More to know more about Norton Community Watch.

  3. When prompted, type your Mac administrator user account password, and then click Install Helper.

  4. When the installation completes, click Restart. Your product installation completes after you restart your Mac.

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DOCID: v105503688
Operating System: Mac
Last modified: 03/11/2022