Promotional banner image

Upgrade for Free

Cybercrime is evolving. So is your protection. *Offer for existing members for the remainder of your subscription. Terms apply.

Applicable for: Mac

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.

    Allow System Extensions

  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.

    Allow Network Monitoring

  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.

    Allow Full Disk Access

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.

 
DocID: v105503688
Last modified: 11/26/2025

Was this article helpful?

Keep your online identity private!

Browse like no one’s watching with Norton anti-tracking software.

Need more help?

Download
Manage my account
Buy & renew
Contact us
Community
Support scams
Norton rescue tools
Think you have virus?
Problem launching on Windows