Answers...

to commonly asked questions.

Aug 2018

Possibly downloaded a virus to my new iMac

I was on my new Mac this morning and went to download an xls spreadsheet to view in numbers. Upon downloading an adobe flash player update popped up. I assumed it was plausible given this is a new computer and may not have the most up to date flash player. All of the downloads and run windows all looked very familiar and legit. When I was done installing my computer made a loud beeping sound and said it has been infected by a virus. It opened a new window called Mac Repair and said I had 197 viruses on my computer that needed repair. It prompted me to hit the repair button in the window but I was highly skeptical at this point.

I went back into my downloads and found the recent adobe file I downloaded. I googled it - adobe flash player-2.dmg. It immediately popped up on blogs as a phishing virus. So I removed it to the trash can then emptied my trash can. I’m sure this is not the proper way to rid of this. Can please call or email to discuss further to clean my computer. Also, all of these virus related things keep coming from being on either Yahoo main page or news. Or thru my email on yahoo. I’ve never had these issues in the past until the recent 6 months or so. Is this common with Yahoo as of late?
___________


This is a very common occurrence unfortunately. Malware often disquises itself as flash, java, "security updates" or other words we are used to seeing. The good news is that just downloading a file doesn't hurt you. Double clicking on that file doesn't hurt you. But once it prompts you to install it, it HAS to ask for your computer's password. Entering your password is then what grants permission to your computer to install the malware. Most of the crapware is simply there to take over the ad space within webpages. They're usually not after personal information. They are just trying to sell ads in places on pages where google already does. If you feel like you may have entered your password and would like me to clean things off the computer, I can do that remotely for you. You/wife can schedule an online session.

What you saw with the loud sound and warning that you were "infected" was just an ad. The next time you land on one of those pages, close Safari, hold down the shift key and restart Safari. That will take you away from that ad site regardless of what background code was running on the page that wouldn't have let you move on to another page.

I can't save an attachment from an email.

Random question- I was at my Mac and in email and I tried to save a pdf from an email attachment into my files that you’ve helped me set up on the Mac. For some reason it won’t save - clearly I’m doing something wrong. Any tips?
___________


I'd first try to simply drag the attachment to the desktop. Moving something to the desktop gets it out of the application (in this case mail) and sometimes gives the computer a better handle on the file as you move it or do other things with it later.

Next you can try using the toolbar to download the attachment. Below you'll see a shot of the toolbar. Notice the paperclip denoting the email has one attachment.
Screen Shot 2018-08-05 at 3.41.48 PM

Another idea is to right click and save the attachment.

If none of these work, the next step I would try would be to log into the webmail account (for instance, iCloud.com or gmail.com) See if the attachment is retrievable there. If you still have issues with the attachment even on the webpage, then there's most likely a problem with the attachment. Request the sender resend.

I think My Grandpa deleted all my files.

Help. So I'm an idiot and hadn't backed my computer up yet (which I know you told me to do).. and somehow when I opened my computer today after not using it for a week, every single file on it has disappeared/been deleted. My grandpa recently took my old laptop, which didn't have any of the files from my current laptop on it and has been deleting files and clearing it out so he can use it. I don't know if it's related but I'm not sure how it could be since none of the files deleted were on it. But I'm wondering if you can tell me if there's any chance of getting them back or not.
___________


Often people accidentally log into the Guest account and since that account is empty, they think all their data is gone. Hopefully that's all that's going on. To check to see if you're in the guest account, go to the black apple at the top right corner of your screen, click on the black apple. If you see "Log out of Guest" at the bottom, you'll know you're in the wrong account. If you see your actual name instead, then things are a little more serious.

If your Grandfather took a computer that was logged in to your iCloud or Dropbox account and you kept all of your documents in your iCloud drive or dropbox, then there is a possibility that him deleting files could also cause the files to fall off of your own computer. We may still be able to recover them but we would want to act quickly. Dropbox only keeps deleted items for 30 days.

There is also another completely reasonable possibility that the files may just be in a folder we aren't aware of. Either way, I feel pretty confident that we can recover what you're looking for. But we would need to move sooner rather than later on that.

How can I clean up this virus?

Hey Scotty. You've helped us a number of times. My son tried to download a game on our Mac and it was apparently a virus. We're operating fine but in safari and chrome we keep getting unwanted pop up tabs. One just popped up with a dialogue box that reads "apple-virus-detectionservices.fixingit.solutions...". I reset chrome but no improvement and i'm not sure what else i need to reset or delete.
___________

I’ve seen it many many times unfortunately.  Removing these pests are a little more involved than I can write up in a set of instructions but it can be removed.  Happy to help if you feel the need.  You can schedule an online session if you’d like and I can remove it for you remotely.  There are about 8 methods that these programs tend to install and it’s just easier to go through the steps to check each one.  Feel free to schedule using the link below if needed.  If you’d rather work on the issue yourself, I’ve written about this exact thing several times on my website.  Those responses can be found at http://www.sellsconsulting.com/answers/index_files/category-viruses.php
This image is a theme.plist hack