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Kudos0

Cannot Update Norton Anti-Virus

Have Norton for Business. We cannot update Norton on a Mac. Kaspersky Cloud just showed up in the menu bar and is conflicting with Norton. We did not install Kaspersky and it is not in Applications. Everything under the dropdown menu is grayed out except Quit and I cannot find anything on Mac with a spotlight search. I have called Norton multiple times, contacted Norton Twitter support, emailed with an escalation tech support that suggests we call Kaspersky because they only work on Norton and she is very busy, so must make an appointment for a remote fix next week???

We have no account with Kaspersky. We had this issue on another computer. Called, got a tech, he fixed it. Seems to be the one smart Norton tech, as everyone else seems clueless as to how to fix it. If someone cannot help, I cannot use Norton at all because it cannot update. Very frustrated and pretty unimpressed with Norton tech support. I've spent this entire week attempting to get it fixed and it is a waste of time.

If anyone can please help with this issue, I'd appreciate it, as this seems totally bizarre that nobody at Norton can help, despite one tech having done it on another computer. Norton can see the notes in our account and we have requested multiple times to just please let us work with the tech who fixed the other computer, but am basically being ignored.

Respostas

Kudos0

Re: Cannot Update Norton Anti-Virus

We had this issue on another computer. Called, got a tech, he fixed it. Seems to be the one smart Norton tech, as everyone else seems clueless as to how to fix it.

Was that computer also a Mac? All the Support people work off scripts, and there does not seem to be much info available for Mac's.

If you did not install anything from Kaspersky, it sounds like you may have gotten something alongside a legitimate download if you did not uncheck the option for the add on. Maybe an Adobe update? They are notorious for adding another program when you download updates.    

I would try contacting Kaspersky Support to see if they can help remove their software.   https://support.kaspersky.com/

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Cannot Update Norton Anti-Virus

adding Suzanne77 pics from opening post

How to post an image in the forums.

FWIW google ~ 
How to uninstall Kaspersky Security Cloud for Mac
https://support.kaspersky.com/us/13547
How to uninstall Kaspersky Security Cloud 19 for Mac
https://support.kaspersky.com/14576
Uninstall Kaspersky Security Cloud
https://help.kaspersky.com/KSCloud/Mac1.0/en.lproj/pgs/ksecl118671.htm

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