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Downloading Norton 360

Any help welcome please.  Trying to download Norton 360 and it says that 'installation failed' as there is incompatable software on my mac.  As far as I can tell when looking down the apps installed there isn't any other security software.  I've also tried looking for any stray files via finder but none found.  Tried contacting 'help desk / support' whilst signed in but I get so far and it tells me to sign in to get best help.  I do that again and it says I am signed in but once again it asks me to sign in.  i'm going round in circles trying to get some help.  Can anyone point an inexperienced user in the right direction please?  Thanks