Message: "We are sorry. We are unable to download the support packages..." on Mac

Products

• Endpoint Security

Issue/Introduction

Message: "We are sorry. We are unable to download the support packages..." on Mac

You may also see one of the following errors when you install your Symantec product for Mac:

• "Did not find the expected base package for this product. Please contact Support."

• "We were unable to download the support packages. Please check your Internet connection and try again."

Environment

Symantec Endpoint Security

macOS

Cause

This problem can occur if the Symantec Installer fails to connect to the Internet. Launch your browser and make sure that you can access any website to check the Internet connectivity on your Mac.

This problem may also occur if access to Downloads folder is blocked for Symantec installer on macOS 10.15.x Catalina or later. During Symantec installation, you are prompted to allow access to the Downloads folder.

Resolution

To fix this problem, allow access to the Download folder for Symantec installer in Security & Privacy preferences.

STEP 1

Configure Security & Privacy Preferences

1. Run Uninstall from application menu of any Symantec/Symantec product currently installed, or drag application icon(s) to trash.
   
   
2. Run RemoveSymantecMacFiles tool to ensure all traces of previously installed products are removed.
   
   
3. Delete any Symantec installer or directory in Downloads directory.
   
   
4. Download Symantec installer, launch and quit. (If the the above alert to access Downloads folder does not appear).
   
   
5. Go to System Preferences > Security & Privacy.
   
   
   
   
6. In the Security & Privacy window, on the Privacy tab, select Files and Folders in the left pane.
   
   If the settings are locked, click the lock icon at the bottom of the window and then type your administrator password to unlock.
   
   
7. In the Security & Privacy window, select the Downloads Folder for Symantec installer in the right pane.
   
   
8. Exit the preferences window.
   
   
9. Re-launch the Symantec Installer.

STEP 2

Run First Aid on Startup disk

1. On the Apple menu bar, click Go > Utilities.

2. In the Utilities window, double-click Disk Utility.

3. In the Disk Utility window, in the left-pane, select the Startup disk Macintosh HD (may be named differently on your system).

   Note: Only a Startup disk can be verified and repaired for file permission issues. Do not select the core storage disk, it does not display the number of files and folders at the bottom of the window.

4. In the Disk Utility window, on the top menu bar, click First Aid and then click Run.

   If you are on macOS 10.14.x or earlier, click Repair Disk permissions.

5. Follow the on-screen instructions.

   Depending on the number of files that are checked for permissions, repairing disk permissions process may take some time.

6. When the permissions repair completes, exit all programs and restart your Mac.

STEP 3

Install Symantec

See Creating and installing a Symantec Agent installation package