Mac devices are not automatically upgraded to SEP Cloud.
On a Mac device that you want to upgrade, do the following:
First, uninstall Norton Security for Mac from the device.
Uninstall Norton for Mac
Then after your account is upgraded to SEP Cloud, sign-in to SEP Cloud and enroll the device.
Enrolling Mac OS X devices
See Check upgrade readiness
See Upgrading from to overview
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This will clear the history and restart the chat.