Unable to finalize Norton360 on my Macbook Air...and unable to uninstall

Norton 360 for Mac
1

Issue abstract:

Unable to finalize Norton360 installation, blocked on “Network extensions activation”…but unable to uninstall with the Norton tool (error)

Detailed description:
Several weeks ago, I need to uninstall Norton360, to resinstall it my my Macbook Air M1.
But I had an error during the reinstallation, because I’m unable to activate the network extensions during the installation process.
I thought it was due to a wrong uninstallation, that could be resolved with MacOS 26 upgrade, but this is not the case. I still have this problem.

And when I try to uninstall it with the dedicated Norton tool, it doesn’t work either, uninstall failed with an error message.

I would also like to specify that I have the same problem on network extension activation with Proton VPN.

I tried all the solutions proposed on the Norton website (recovery mode, etc…), and today during a virtual chat session, it was proposed to look at MacOs logs and I indeed there is several messages in the blocking report section, about the Symbase.framework library missing

Product & version number: v25.10.1

OS details: MacOS 26.1

What is the error message you are seeing?

  • During the network extension activation try :

In french : “Échec de l’activation de « Norton » : L‚Äôautorisation a √©t√© refus√©e.”
Translated in english : “**Activation of “Norton” failed: Permission was denied.**“

  • During the uninstall process :

In french : “Echec de la désinstallation. Impossible de supprimer les extensions systèmes”

Translated in english : “Uninstallation failed. Unable to delete the system extensions”

  • Error message in the MacOS blocking report :

Translated Report (Full Report Below)

Process: com.symantec.mes.systemextension [39480]
Path: /Library/SystemExtensions/*/com.symantec.mes.systemextension
Identifier: com.symantec.mes.systemextension
Version: 9.1.0 (9.1.0)
Code Type: ARM-64 (Native)
Role: Unspecified
Parent Process: launchd [1]
Coalition: 9PTGMPNXZ2.com.symantec.mes.systemextension [633]
User ID: 0

Date/Time: 2025-11-10 13:23:11.2363 +0100
Launch Time: 2025-11-10 13:23:11.2151 +0100
Hardware Model: MacBookAir10,1
OS Version: macOS 26.1 (25B78)
Release Type: User

Crash Reporter Key: 3B2C3DAC-75AD-CCF1-028D-E8AF34CB58D8
Incident Identifier: 7E160C08-BC4C-4C1B-98D5-3518DF5D640C

Sleep/Wake UUID: C5B32E83-DB79-4FE9-B618-C9333C5D5302

Time Awake Since Boot: 43000 seconds
Time Since Wake: 35 seconds

System Integrity Protection: enabled

Triggered by Thread: 0

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000

Termination Reason: Namespace DYLD, Code 1, Library missing
Library not loaded: @rpath/SymBase.framework/Versions/B/SymBase
Referenced from: <454E4586-DB4A-3072-88BF-9A5ED90AFF7F> /Library/SystemExtensions/*/com.symantec.mes.systemextension
Reason: tried: ‘/usr/lib/swift/SymBase.framework/Versions/B/SymBase’ (no such file, not in dyld cache), ‘/System/Volumes/Preboot/Cryptexes/OS/usr/lib/swift/SymBase.framework/Versions/B/SymBase’ (no such file), ‘/Library/Application Support/Symantec/Silo/MES/Frameworks/SymBase.framework/Versions/B/SymBase’ (no such file), ‘/System/Volumes/Preboot/Cryptexes/OS/Library/Application Support/Symantec/Silo/MES/Frameworks/SymBase.framework/Versions/B/SymBase’ (no such file), ‘/usr/lib/swift/SymBase.framework/Versions/B/SymBase’ (no such file, not in dyld cache), ‘/System/Volumes/Preboot/Cryptexes/OS/usr/lib/swift/SymBase.framework/Versions/B/SymBase’ (no such file), '/Library/Application Support/Symantec/Silo/MES/Frameworks/SymBase.frame
(terminated at launch; ignore backtrace)

Dyld Error Message:
1

Thread 0 Crashed:
0 dyld 0x183466940 __abort_with_payload + 8
1 dyld 0x1834ece20 abort_with_payload_wrapper_internal + 104
2 dyld 0x1834ece54 abort_with_payload + 16
3 dyld 0x18346f640 dyld4::halt(char const*, dyld4::StructuredError const*) + 312
4 dyld 0x18346b430 dyld4::prepare(dyld4::APIs&, mach_o::Header const*) + 3840
5 dyld 0x183469d04 start + 7104

Thread 0 crashed with ARM Thread State (64-bit):
x0: 0x0000000000000006 x1: 0x0000000000000001 x2: 0x000000016cf32570 x3: 0x00000000000000e0
x4: 0x000000016cf32170 x5: 0x0000000000000000 x6: 0x0000000000000000 x7: 0x0000000000000000
x8: 0x0000000000000020 x9: 0xe59e8081147800d1 x10: 0x00000000000027e0 x11: 0x00000001eff700a0
x12: 0x0000000000020000 x13: 0x0000000183461000 x14: 0x0000000000000001 x15: 0x0000000000000000
x16: 0x0000000000000209 x17: 0xcadd00016cf31e68 x18: 0x0000000000000000 x19: 0x0000000000000000
x20: 0x000000016cf32170 x21: 0x00000000000000e0 x22: 0x000000016cf32570 x23: 0x0000000000000001
x24: 0x0000000000000006 x25: 0x000000001f070004 x26: 0x0000000000000000 x27: 0x000000016cf32fe8
x28: 0x0000000000000000 fp: 0x000000016cf32140 lr: 0x00000001834ece20
sp: 0x000000016cf32100 pc: 0x0000000183466940 cpsr: 0x80001000
far: 0x0000000000000000 esr: 0x56000080 (Syscall)

Binary Images:
0x102ecc000 - 0x102f03fff com.symantec.mes.systemextension (9.1.0) <454e4586-db4a-3072-88bf-9a5ed90aff7f> /Library/SystemExtensions//com.symantec.mes.systemextension
0x183461000 - 0x1834fff63 dyld () /usr/lib/dyld
0x0 - 0xffffffffffffffff ??? (*) <00000000-0000-0000-0000-000000000000> ???

External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 0
thread_create: 0
thread_set_state: 0

VM Region Summary:
ReadOnly portion of Libraries: Total=592.3M resident=0K(0%) swapped_out_or_unallocated=592.3M(100%)
Writable regions: Total=8288K written=96K(1%) resident=96K(1%) swapped_out=0K(0%) unallocated=8192K(99%)

                            VIRTUAL   REGION

REGION TYPE SIZE COUNT (non-coalesced)
=========== ======= =======
STACK GUARD 56.0M 1
Stack 8176K 1
__DATA 21K 2
__DATA_CONST 46K 2
__DATA_DIRTY 14K 1
__LINKEDIT 591.5M 2
__TEXT 860K 2
__TPRO_CONST 128K 1
dyld private memory 16K 1
page table in kernel 96K 1
=========== ======= =======
TOTAL 656.6M 14

If you have any supporting screenshots, please add them:

Capture d’écran 2025-11-10 à 11.27.45
Capture d’écran 2025-11-10 à 11.27.45540×452 36.6 KB

Thanks.

2

Hello @Jul
Please confirm Norton Uninstaller does not help?
https://support.norton.com/sp/en/us/home/current/solutions/v20240130211511761

=========================================

Please confirm RemoveNortonMacFiles does not help?
https://support.norton.com/sp/en/us/home/current/solutions/v102526177

========================================

Please confirm AI Mode does not help?

AI Mode
To resolve the Norton 360 installation and uninstallation issues on your MacBook Air M1, you must first completely remove all existing Norton files using the RemoveNortonMacFiles tool, and then adjust your macOS security settings to allow the necessary system and network extensions.

Step 1: Use the RemoveNortonMacFiles Tool

Since the standard uninstaller failed, you need to use Norton’s specialized removal tool to clear all remnants of the previous installation.

  1. Download the tool: Obtain the RemoveNortonMacFiles.zip file from the official Norton website.
  2. Open in Terminal: Locate the downloaded file, right-click it (or Control-click), and select Open with > Terminal.
  3. Follow the prompts:
  • Enter your Mac’s administrator password when prompted. The characters you type will not appear on the screen.
  • Follow the on-screen instructions, typically choosing option “1” to remove all Norton files.
  1. Restart your Mac: The tool will prompt a restart to complete the removal process. Ensure you restart immediately.

Step 2: Modify Startup Security Settings (for M1 Mac)

On Apple Silicon (M1) Macs, you must adjust the security policy in Recovery Mode to allow system extensions. This is a crucial step that is different from Intel-based Macs.

  1. Shut down your Mac.
  2. Boot into Recovery Mode: Press and hold the power button (or Touch ID) until you see the “Loading startup options” screen.
  3. Open Startup Security Utility: Select Options (the gear icon) and click Continue. Select a user and enter the password if prompted. In the menu bar at the top of the screen, click Utilities > Startup Security Utility.
  4. Reduce Security: Select your startup disk, click Unlock, and enter your password. Choose the Reduced Security option and check the box for “Allow user management of kernel extensions from identified developers”.
  5. Restart your Mac: Click OK and restart your computer in normal mode.

Step 3: Reinstall Norton 360

With the old files removed and security settings adjusted, you can now attempt a clean installation.

  1. Download a fresh installer from your Norton account’s portal.
  2. Run the installer: Double-click the downloaded file and follow the prompts.
  3. Grant Permissions (during installation): When the installer prompts you to open System Settings (or Security & Privacy), do so immediately.
  • Navigate to Privacy & Security.
  • Scroll down to the Security section and click the lock icon to make changes. Enter your administrator password.
  • Click Allow next to the message about system software from “Norton” or “Symantec” being blocked.
  • Also, ensure Full Disk Access and Network Filter (or Endpoint Security Extensions) are enabled for all Norton components in the Privacy & Security settings.
  1. Complete the installation: Continue through the Norton setup wizard, granting all necessary permissions when prompted (e.g., for Location Services, adding certificates to Keychain). The installation should now finalize without blocking on “Network extensions activation.”

AI Mode may make mistakes

====================================

AI Mode
The issues you are experiencing with Norton 360 installation and uninstallation on your MacBook Air M1 are likely due to residual system and network extensions from the previous installation that the standard uninstaller failed to remove. The problem can be solved by using a dedicated removal tool from Norton in conjunction with manual steps in macOS Recovery mode to clear the system extensions.

Solution Steps

Follow these steps in order to completely remove the existing Norton files and successfully reinstall the application.

Part 1: Use the Norton Removal Tool

Since the standard uninstallation is failing, you need to use the more robust RemoveNortonMacFiles tool provided by Norton.

  1. Download the tool: Go to the Norton support website and download the RemoveNortonMacFiles.zip file.
  2. Open in Terminal:
  • Locate the downloaded .zip file and double-click it to extract the RemoveNortonMacFiles.command file.
  • Control-click (or right-click) the .command file and select Open with > Terminal.
  1. Run the script:
  • The Terminal window will open. You will be prompted for your Mac’s administrator password. Type it in and press Enter (the password will not be visible as you type).
  • The script will display a list of options. Type 1 to remove all Norton files and press Enter.
  • The tool will remove the files and likely prompt you to restart your Mac. Type y and press Enter to restart immediately.

Part 2: Manually Remove Leftover Network Extensions (if needed)

If the above tool doesn’t fully resolve the issue, residual system/network extensions may still be blocking the reinstallation. This requires booting into Recovery Mode.

  1. Boot into macOS Recovery:
  • Shut down your MacBook Air M1.
  • Press and hold the power button (Touch ID sensor) until you see “Loading startup options”.
  • Select Options (a gear icon) and click Continue to enter Recovery Mode.
  1. Disable System Integrity Protection (SIP) temporarily:
  • In the top menu bar, click on Utilities and select Terminal.
  • In the Terminal window, type the command: csrutil disable and press Enter.
  • You will be asked to confirm, type y and press Enter.
  • Restart your Mac by typing reboot or going to the Apple menu and selecting Restart.
  1. Remove the specific network extension:
  • Once your Mac has restarted normally, open the Terminal app from your Applications > Utilities folder.
  • Type systemextensionsctl list and press Enter to list all system extensions.
  • Look for the Norton/Symantec entry in the output. Note the Team ID (a 9-character code like 9PTGMPNXZ2) and the Bundle ID (e.g., com.symantec.mes.systemextension).
  • Type the following command, replacing TEAMID and BUNDLEID with the actual ones you found: systemextensionsctl uninstall TEAMID BUNDLEID and press Enter.
  1. Re-enable SIP:
  • Shut down your Mac again and boot back into Recovery Mode (as in Step 1).
  • Open Terminal from Utilities.
  • Type the command: csrutil enable and press Enter.
  • Restart your Mac normally.

Part 3: Reinstallation

After ensuring all files and extensions are removed, you can proceed with a fresh installation.

  1. Download a fresh copy of Norton 360 from your Norton account or the official website.
  2. Run the installer. The installation should now proceed without blocking on “Network extensions activation”.
  3. Allow permissions: During installation, follow the prompts to open System Settings (or System Preferences) > Privacy & Security > Login Items & Extensions (or similar section for older macOS versions) and allow the Norton system and network extensions to activate. You may need to authenticate with your administrator password.

AI Mode may make mistakes

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System requirements to install and set up Norton protection
https://support.norton.com/sp/en/us/home/current/solutions/v133891548

Download and Install Norton device security product on Mac
https://support.norton.com/sp/en/us/home/current/solutions/v20240130205343804

==========================================

Caveat: I’m not Mac