Install failing due to NORTON0-0.pkg returning 404

Norton 360 for Mac
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Install failing due to NORTON0-0.pkg returning 404

Detailed description: CASE:

Product & version number: Norton 360

OS details: MacOS 15.5

What is the error message you are seeing? Couldn’t download installation files

If you have any supporting screenshots, please add them: Originally reported an issue related to LiveUpdate failing to update virus definition. Support had be uninstall on Tuesday. Reinstalled failed with the Couldn’t download installation files. Remote desktop session with the support tech did not work. Issue was escalated to L2 and was told I would receive a call back. The call never came. I initiated a chat the next day. They told me to wait 48 hour for the call. The call never came. After 3 days, I tried the chat again and they asked me to wait for L2. I asked for a number to call for further escalation. The phone support asked me to wait but would not specify a time. I asked to speak to a supervisor. He told it was with the L3 backend team and I should wait until Monday or Tuesday which would be 7 days since me original request. The log clearly shows it is a broken partner based installer using the wrong product/sku and NORTON0-0.pkg returning 404

Can the mod please escalate this with the additional information above?

2

download from your Norton account?

fwiw ~
Uninstall your Norton device security product on Mac here
Remove all Norton programs for Mac using the RemoveNortonMacFiles tool here

Download and install your Norton device security product on Mac here
Fix problems opening Norton device security product for Mac here

Message: “We are sorry. We are unable to download the support packages…” on Mac here
Message: “…You haven’t finished Setup and your computer is not protected…” on Mac here
Message: “Norton 360 is unable to continue. Please restart your Mac to stay protected…” here
Message: “At Risk: Your Vulnerability Protection definitions are not up-to-date. Your Mac may be at risk.” here

We’ll try to call attention. No promises. No timeline.

3

@Bryan_Peace If possible please edit your opening post and remove the case ID number, it is consider PII information others can exploit. Thanks in advance.

SA