There are a few possibilities as to why this download did not take place. Was the web site a good web site & not a scam? What was the file name of the download? Does Norton’s block most downloads? What was the file extension? How high are the settings within Norton’s? There are so many reasons as to why this did not work, but there is another way to do this. You can turn off the firewall within Norton’s then try a free download and see how that works. There are other ways to tweak Norton’s but as you can appreciate the difficulty here & especially when I don’t use Norton’s myself either. What other protection has this gentleman have on his computer?