SES and SEP Mac agent versions 14.3 RU3, RU5, RU6 or RU8 fail to install if package was created before February 18, 2025
Article ID: 387905
Updated On:
Products
Issue/Introduction
Symantec Endpoint Security (SES) and Symantec Endpoint Protection (SEP) Mac agent versions 14.3 RU3, RU5, RU6 or RU8 fail to install if the installation package was created prior to February 18, 2025. The install will fail with the message below:
Installation Failed
Your installer is not working properly. Please contact Support.
The installation failed.
The installer encountered an error that caused the installation to fail. Contact the software manufacture for assistance.
This only affects installs or upgrades using an older installation package. Currently installed agents are not affected.
Environment
- Mac OS
- SES (Cloud) 14.3 RU5, RU6 and RU8
- SEP (On-Prem) 14.3 RU3, RU5, RU6 and RU8
Affected build numbers.
*Note: The full version number may be displayed in a different order in Mac installation logs. That's why there are two lines in the build Version column below. First line represents standard naming convention, second line represents number as found in logs. Including both to aid in searchability.
| Release Name |
Version (Build Number) |
| 14.3 RU8 | 14.3.10124.8000 14.3.8000.10124.10124 |
| 14.3 RU6 | 14.3.9204.6000 14.3.6000.9204.9204 |
| 14.3 RU5 | 14.3.8263.5000 14.3.5000.8263.8263 |
| 14.3 RU3 | 14.3.5055.5000 14.3.5000.5055.5055 |
Cause
The certificate used to sign the in-field Mac agents 14.3 RU8 and older expires February 27, 2025.
Resolution
*This only affects using an older installation package to install or upgrade a Mac agent. Previously installed agents are not affected and no action is required. Existing 14.3 RU9 is not affected.
Symantec Endpoint Security (Cloud)
SES Mac installation packages created with a new certificate were refreshed on February 18, 2025 on the Integrated Cyber Defense manager (ICDm). Any new Mac installation files downloaded and created from the SES cloud console will contain the refreshed package. To create a new Mac OS installation package, follow the steps below.
Creating and installing a Symantec Agent installation package
https://techdocs.broadcom.com/us/en/symantec-security-software/endpoint-security-and-management/endpoint-security/sescloud/Installing-the-Symantec-Agent-and-enrolling-devices/Creating-and-installing-a-Symantec-Agent-installation-package.html
Symantec Endpoint Protection (On-Prem)
New SEP Mac installation packages were published to LiveUpdate and the Symantec Endpoint Protection Manager will download the updated mac installation packages.
Updated build numbers which contain new certificate
| Release Name | Version (Build Number) |
| 14.3 RU8 | 14.3.10131.8000 |
| 14.3 RU6 | 14.3.9211.6000 |
| 14.3 RU5 | 14.3.8264.5000 |
| 14.3 RU3 | 14.3.5056.3000 |
Additional Information
A SEP/SES Mac agent was no released for 14.3 RU4 or RU7.
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