Endpoint Protection For Mac install fails with error "failed to launch helpertool"

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Article ID: 169986

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When attempting to install Symantec Endpoint Protection (SEP) for Mac, installation fails with error message "failed to launch helpertool"

"Failed to launch helpertool

Symantec Endpoint Protection package cannot be installed. Helper tool of installer fails to launch it. Please contact administrator."

Cause

Possible causes:

  • The macOS file system /tmp folder has been unlinked from /private/tmp.
  • This error occur specifically in SEP hotfix version 14.0.2422.0200, whether or not /tmp is a symbolic link to /private/tmp.
  • In some cases the installer has not given the proper permissions to /Library/LaunchDaemons/com.symantec.sep.SEPInstallHelper.plist

Environment

• SEP 14
• MacOS 10.9 and later

Resolution

  • The SEP hotfix version 14.0.2422.0200 was meant to address an issue that is specific only to Windows 10. There were no changes to the SEP client for any other platform; those packages have since been removed from the hotfix and customers should use the previous or newer version of SEP for Mac.
  • In other SEP 14 versions where this error is occuring because /tmp is not a symbolic link to /private/tmp, re-creating the link allows SEP installation to proceed:
    # may want to copy/move files in /tmp to /private/tmp first
    sudo rm -rf /tmp
    sudo ln -s /private/tmp /tmp


    SEP 14 RU1 MP1 or newer should install despite an unlinked /tmp folder. 

  • Make sure that the helpertool is given the proper permissions and try to continue the installation:
    sudo chmod 644 /Library/LaunchDaemons/com.symantec.sep.SEPInstallHelper.plist

For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec Endpoint Protection.

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