Fix LiveUpdate problem on Mac if nothing happens after clicking 'Get Support' in the LiveUpdate error screen

Products

• Endpoint Security

Issue/Introduction

Fix LiveUpdate problem on Mac if nothing happens after clicking 'Get Support' in the LiveUpdate error screen

You may receive a message "An update error occurred" in Symantec Endpoint Security when LiveUpdate fails to download the virus definitions.

Environment

Symantec Endpoint Security

macOS

Cause

We recommend that you check your Internet connection and try running LiveUpdate. If the problem still persists, uninstall and reinstall Symantec.

Resolution

If you do not want to uninstall Symantec, collect the Symantec debug logs and then contact Symantec Support. 

STEP 1

Uninstall Symantec

RemoveSymantecMacFiles removes all the folders that are created by Symantec/Norton installers and any files within those folders including any you that have created.

1. First run Uninstall from application menu of any Symantec/Norton product currently installed, or drag application icon(s) to trash.
   
   
2. Run RemoveSymantecMacFiles tool to ensure all traces of previously installed products are removed.

STEP 2

Install Symantec

See Creating and installing a Symantec Agent installation package