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To fix this problem, uninstall any third-party security software that was installed on your Mac. If the problem persists, run a removal tool to remove the remnants of security software.

Uninstall the third-party security software

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  1. Click the Finder icon in the Dock to be in the Finder.

  2. On the menu bar, click Go > Applications.

  3. Do one of the following:

    • If an app isn't in a folder or doesn't have an Uninstaller, drag the app from the Applications folder to the Trash, then choose Finder > Empty Trash.

    • If the app is in a folder, open the app's folder to check for an Uninstaller. If you see Uninstall App or App Uninstaller, double-click it.

      Follow the on-screen instructions to uninstall the app.

  4. After completing the uninstall, restart your Mac and install Norton.

    If the problem persists, go to step 2 to run the RemoveCompetitiveProducts tool.

Download and run the RemoveCompetitiveProducts tool

  1. Download the RemoveCompetitiveProducts tool.

    Unless you save it elsewhere, the file is downloaded into the Downloads folder.

  2. Click the Finder icon in the Dock to be in the Finder.

  3. On the menu bar, click Go > Downloads to go to the Downloads folder.

  4. In the Downloads folder, double-click the RemoveCompetitiveProducts.zip file to expand it.

    If you use Safari, the file is automatically extracted after you download it. Skip to line 5 to open the file in Terminal.

  5. In the Downloads folder, right-click or control-click the RemoveCompetitiveProducts.command file, and then click Open With > Terminal (default).

  6. If you see a prompt that the tool is from an unidentified developer, click Open to continue.

  7. In the Terminal window, type your administrator password to authenticate, and then press return. When you type your password, no characters appear.

    After the tool finishes removing the third-party security software and its remnants, it displays the message 'Competitive Products of Norton removed successfully'.

  8. Exit all programs, and restart your Mac.

    After you restart your Mac, reinstall your Norton product.

For more information about removing a third-party security software on Mac, refer to the following support links:

If you need further assistance with removing a third party security products from your computer, contact the corresponding product technical support.

The location of these documents is subject to change without notice. NortonLifeLock provides these links as a convenience only. The inclusion of such links does not imply that NortonLifeLock endorses, recommends, or accepts any responsibility for the content of such sites.

We can create a Support Tool log from a device even when Bitdefender installation failed. The Support Log usually contains information about the reason of a failed installation. We will then be able to recommend the proper measures of troubleshooting.

First let’s prepare the machine for the Bitdefender installation, by removing all traces from the previous failed installation attempts:

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  1. Download the Bitdefender BEST removal tool and save it on the device:
  1. Open CMD with Admin privileges.
  2. Go to the location of the tool using the command CD followed by the path to the file
  3. Type the name of the file, usually it should be BEST_uninstallTool.exe /bdparams /bruteForce and press Enter. If you have an uninstall password set, use the command BEST_uninstallTool.exe /bdparams /password=followed by the password that was set then hit Enter.
  4. A new window will appear on the screen, please wait until the window will finish the process.

After the removal process, now we install Bitdefender again. I have had only a few cases in the last 5 years, where we had to create a simplified installer: go to Network -> Packages -> Add -> Uncheck all the Modules leaving only the Antimalware -> Save.

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Once the package has been saved -> select the package that you just created -> Download -> Choose Windows Kit (32-bits or 64-bits) which will download the full installation kit. The stub installers: “send download link”, “Install on this computer” and “Windows Downloader” will still download the complete package during the install. This creates another opportunity for failure and is the least reliable option, so only use the FULL installer here.

If the installation is successful, then it will be necessary to add back the required modules: go to GravityZone console -> select the device on which Bitdefender was just installed -> Task -> Reconfigure Client -> and in this window select the modules that you want to add to the Endpoint. -> Save.

Let me know if you are able to install Bitdefender successfully. In case you run into issues, please provide us with a fresh Support tool log. By following this link, you will find complete information on how to create the log:

The Support Tool can be downloaded from the Bitdefender Control Center> Help & Support section, or from the following links:

Please run the Support Tool with administrative rights.

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Once the process is complete, you will have an archive created on your Desktop, named BDST_XXX. Attach the Support Tool log to your reply or, if the file is too large to email, you may upload it to a file sharing service such as Sendspace.

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If using Sendspace, please do not use their email option with the “To:” and “From:” fields. Instead, use the Upload button and send us the resulting download link.

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We will then analyze the data and get back to you with an update in the shortest time possible.

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