Message: "We have detected an incompatible version of Norton product. Please uninstall the existing version..." on Mac

To fix this problem, uninstall your Norton device security product, run the RemoveNortonMacFiles tool, and then reinstall your Norton device security product.

Uninstall your Norton device security product

1. On your Mac, click the Finder icon in the dock, and then click Applications in the left pane under Favorites section.

2. Find the Norton application icon and drag it to the Trash.

3. click Continue to allow your Norton product to remove the system extension.

4. When prompted, type your administrator account password, and then click OK.

5. In the window that appears, click Uninstall.

6. When prompted, type your administrator account password, and then click Install Helper.

7. Click Restart Now.

Download and run RemoveNortonMacFiles

1. Download the RemoveNortonMacFiles.zip file.

2. Click the Finder icon in the Dock.

3. In the Finder window, click Downloads in the left pane under Favorites.

4. Do one of the following:

   • If you downloaded the file using Safari browser, open the RemoveNortonMacFiles folder.

   • If you downloaded the file using the Mozilla Firefox or Google Chrome browsers, double-click the RemoveNortonMacFiles.zip file to expand it, and then open the RemoveNortonMacFiles folder.

5. In the RemoveNortonMacFiles folder, control-click the RemoveNortonMacFiles.command file, and then click Open with > Terminal (default).

   To run this tool, you must be logged on with an Administrator account and a non-blank password.

6. Do one of the following:

   • If you have not uninstalled Norton application on your macOS 10.15.x or later, a message appears in the Terminal window that prompts to drag and drop Norton from Applications folder to Trash. Go to step 7.

   • If you have macOS 10.14.x and earlier, OR if you already uninstalled your Norton product on your macOS 10.15.x or later, go to step 13.

7. In the Terminal window, press return to open the Applications folder in Finder.

8. In the Applications folder, select the Norton application, and then drag and drop it to the Trash.

9. When you see a prompt, type your administrator account password, and then click OK.

10. In the Norton installer window, click Uninstall.

11. If you see a prompt, type your administrator account password, and then click Install Helper.

12. When the uninstall finishes, run the RemoveNortonMacFiles.command file in Terminal again.

    For more information, refer to the instructions in step 5 above.

13. In the Terminal window, type your administrator password, and then press return.

    When you type your password, no characters appear.

14. To remove all Norton files and folders, type 1.

    If you want to quit RemoveNortonMacFiles without removing any files, type 2.

15. Press return.

    RemoveNortonMacFiles tool removes all of the Norton files.

16. When the RemoveNortonMacFiles tool finishes removing the Norton files, in the Terminal window, type y, and press return to restart your Mac.

    Before you press return, make sure that you save your work in other open applications.

Download your Norton device security product

1. Sign in to your account.

2. Type in your email address and password, and click Sign In.

3. In the dashboard page, click Download.
   If you want to install a different subscribed product, go to My Subscriptions. In the My Subscriptions tab, select the Norton product with an active subscription and click Download.

4. In the Get Started page, click Agree and Download.

5. When the download finishes, double-click the file that you downloaded to launch the Norton installer.

6. Before you install, click Norton License Agreement to read the product license agreement.

7. Depending on your operating system, select one of the following: