Napua15

Q: Update 20 September 2016

I updated my 2015 macbook yesterday and now I am receiving random pop-up ads (like the following). This message also sends me to a fake "Apple" page, which prompts me to have a virtual conversation with a "Apple representative." Also, Mackeeper automatically begins to download on my computer. I have read many post to fix this, but it is still happening. I've only had this computer for a few months and my old 2008 macbook never had any issues like this. PLEASE HELP!

Screen Shot 2016-09-21 at 3.19.03 PM.png

iPhoto '11, Mac OS X (10.7.2)

Posted on Sep 21, 2016 6:31 PM

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Q: Update 20 September 2016

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  • Helpful answers

  • by Allan Eckert,Helpful

    Allan Eckert Allan Eckert Sep 22, 2016 12:31 AM in response to Napua15
    Level 9 (53,825 points)
    Desktops
    Sep 22, 2016 12:31 AM in response to Napua15

    That is phishing scam.

     

    Please download and install EtreCheck from http://etrecheck.com/

     

    Run it and post the report here. Maybe the EtreCheck report will give us a clue as to the cause of your problems

  • by John Galt,Apple recommended

    John Galt John Galt Sep 21, 2016 6:42 PM in response to Napua15
    Level 8 (49,683 points)
    Mac OS X
    Sep 21, 2016 6:42 PM in response to Napua15

    Please read Phony "tech support" / "ransomware" popups and web pages.

     

    If you still get bombarded with them, write back for instructions.

  • by Napua15,

    Napua15 Napua15 Sep 22, 2016 12:47 AM in response to Allan Eckert
    Level 1 (8 points)
    Desktops
    Sep 22, 2016 12:47 AM in response to Allan Eckert

    Thank you very much! Here is the report. Everything in bold was red on the report. I've removed adware and two unknown files. I was unable to remove the other files, but I ran the report again. The new report shows no red/remove prompts. I will restart my computer and cross my fingers this worked!

    Thanks again!

     

     

     

    EtreCheck version: 3.0.4 (308)

    Report generated 2016-09-21 21:24:43

    Download EtreCheck from https://etrecheck.com

    Runtime 1:46

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

    Click the [Remove] links to remove adware.

     

    Problem: Beachballing

     

    Hardware Information: <etrecheck://help/hardware> <etrecheck://help/hardware>

        MacBook Pro (Retina, 13-inch, Early 2015)

        [Technical Specifications] <http://support-sp.apple.com/sp/index?page=cpuspec&cc=FVH7&lang=en> - [User Guide] <http://support-sp.apple.com/sp/index?page=cpuuserguides&cc=FVH7&lang=en> - [Warranty & Service] <https://support.apple.com/kb/index?page=servicefaq&geo=United_States&product=Mac notebooks>

        MacBook Pro - model: MacBookPro12,1

        1 2.9 GHz Intel Core i5 CPU: 2-core

        8 GB RAM Not upgradeable

            BANK 0/DIMM0

                4 GB DDR3 1867 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1867 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en0: 802.11 a/b/g/n/ac

        Battery: Health = Normal - Cycle count = 21

     

    Video Information: <etrecheck://help/video> <etrecheck://help/video>

        Intel Iris Graphics 6100

            Color LCD 2560 x 1600

     

    System Software: <etrecheck://help/systemsoftware> <etrecheck://help/systemsoftware>

        OS X El Capitan 10.11.6 (15G1004) - Time since boot: about 6 hours

     

    Disk Information: <etrecheck://help/disk> <etrecheck://help/disk>

        APPLE SSD SM0512G disk0 : (500.28 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

            Macintosh HD (disk1) / : 499.06 GB (453.59 GB free)

                Encrypted AES-XTS Unlocked

                Core Storage: disk0s2 499.42 GB Online

     

    USB Information: <etrecheck://help/usb> <etrecheck://help/usb>

        Western Digital My Book 1130 1 TB

            EFI (disk2s1) <not mounted> : 210 MB

            1TB Hard drive (disk2s2) /Volumes/1TB Hard drive : 499.91 GB (224.50 GB free)

            recovery (disk2s3) /Volumes/recovery : 499.26 GB (277.73 GB free)

            Recovery HD (disk2s4) <not mounted>  [Recovery]: 650 MB

        Broadcom Corp. Bluetooth USB Host Controller

     

    Thunderbolt Information: <etrecheck://help/thunderbolt> <etrecheck://help/thunderbolt>

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: <etrecheck://help/gatekeeper> <etrecheck://help/gatekeeper>

        Mac App Store and identified developers

     

    Adware: <etrecheck://help/adware> <etrecheck://help/adware>

        /Library/LaunchDaemons/com.ShoppyTool.agent.plist

        /Library/LaunchDaemons/com.Software-Updater.agent.plist

        ~/Library/LaunchAgents/com.jdibackup.ZipCloud.autostart.plist

        ~/Library/LaunchAgents/com.jdibackup.ZipCloud.notify.plist

        4 adware files found. [Remove] <etrecheck://adware/remove>

     

    Unknown Files: <etrecheck://help/unknownfiles> <etrecheck://help/unknownfiles>

        ~/Library/LaunchAgents/com.mentmac.service.update.plist

            ~/Library/Application Support/mentmac/mentmac.app/Contents/MacOS/Installer -evnt agnt -oprID 80861032|00173|1000017|1|0|1|0|000000000|07092016|03102318|NjI=|U2VhcmNoIFRlY2g =|VVM=|VW5pdGVkIFN0YXRlcw==|R29vZ2xl -dBrowser Safari

        ~/Library/LaunchAgents/com.pcv.hlpramcn.plist

            ~/Library/Application Support/amc/helperamc.app/Contents/MacOS/helperamc

       2 unknown files found. [Check files] <etrecheck://unknownfiles/check>

     

    System Launch Agents: <etrecheck://help/systemlaunchagents> <etrecheck://help/systemlaunchagents>

        [not loaded]    7 Apple tasks

        [loaded]    153 Apple tasks

        [running]    79 Apple tasks

     

    System Launch Daemons: <etrecheck://help/systemlaunchdaemons> <etrecheck://help/systemlaunchdaemons>

        [not loaded]    45 Apple tasks

        [loaded]    153 Apple tasks

        [running]    92 Apple tasks

     

    Launch Agents: <etrecheck://help/launchagents> <etrecheck://help/launchagents>

        [loaded]    com.oracle.java.Java-Updater.plist (2016-09-14) [Support] <https://www.google.com/search?q=com.oracle.java.Java-Updater.plist+support+site: oracle.com>

     

    Launch Daemons: <etrecheck://help/launchdaemons> <etrecheck://help/launchdaemons>

        [running]    com.ShoppyTool.agent.plist (2016-09-20) Adware!  [Remove] <etrecheck://adware/remove>

            /Applications/ShoppyTool/ShoppyTool

        [loaded]    com.Software-Updater.agent.plist (2016-09-20) Adware!  [Remove] <etrecheck://adware/remove>

            /Applications/Software-Updater/Software-Updater

        [loaded]    com.adobe.fpsaud.plist (2016-08-29) [Support] <https://www.google.com/search?q=com.adobe.fpsaud.plist+support+site:adobe.com>

        [loaded]    com.microsoft.autoupdate.helpertool.plist (2016-08-02) [Support] <https://www.google.com/search?q=com.microsoft.autoupdate.helpertool.plist+suppor t+site:microsoft.com>

        [loaded]    com.microsoft.office.licensingV2.helper.plist (2016-07-08) [Support] <https://www.google.com/search?q=com.microsoft.office.licensingV2.helper.plist+su pport+site:microsoft.com>

        [loaded]    com.oracle.java.Helper-Tool.plist (2016-09-14) [Support] <https://www.google.com/search?q=com.oracle.java.Helper-Tool.plist+support+site:o racle.com>

     

    User Launch Agents: <etrecheck://help/userlaunchagents> <etrecheck://help/userlaunchagents>

        [failed]    com.jdibackup.ZipCloud.autostart.plist (2016-09-20) Adware!  [Remove] <etrecheck://adware/remove>

            /usr/bin/open

        [failed]    com.jdibackup.ZipCloud.notify.plist (2016-09-20) Adware!  [Remove] <etrecheck://adware/remove>

            /usr/bin/open

        [loaded]    com.mentmac.service.update.plist (2016-09-21) [Support] <https://www.google.com/search?q=com.mentmac.service.update.plist+support+site:me ntmac.com>

        [running]    com.pcv.hlpramcn.plist (2016-09-20) [Support] <https://www.google.com/search?q=com.pcv.hlpramcn.plist+support+site:pcv.com>

     

    User Login Items: <etrecheck://help/loginitems> <etrecheck://help/loginitems>

        iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        goproapp.devicedetection    SMLoginItem  (/Applications/GoPro.app/Contents/Library/LoginItems/goproapp.devicedetection.a pp)

     

    Internet Plug-ins: <etrecheck://help/internetplugins> <etrecheck://help/internetplugins>

        FlashPlayer-10.6: 23.0.0.162 - SDK 10.9 (2016-09-20) [Support] <https://www.google.com/search?q=FlashPlayer-10.6+support+site:macromedia.com>

        QuickTime Plugin: 7.7.3 (2016-08-09)

        Flash Player: 23.0.0.162 - SDK 10.9 (2016-09-20) [Support] <https://www.google.com/search?q=Flash%20Player+support+site:macromedia.com>

        JavaAppletPlugin: Java 8 Update 101 build 13 (2016-09-14) Check version <https://www.java.com/en/download/installed.jsp>

        Default Browser: 601 - SDK 10.11 (2016-08-09)

     

    3rd Party Preference Panes: <etrecheck://help/preferencepanes> <etrecheck://help/preferencepanes>

        Flash Player (2016-08-29) [Support] <https://www.google.com/search?q=Flash%20Player+support+site:adobe.com>

        Java (2016-06-21) [Support] <https://www.google.com/search?q=Java+support+site:oracle.com>

     

    Time Machine: <etrecheck://help/timemachine> <etrecheck://help/timemachine>

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 499.06 GB Disk used: 45.46 GB

        Destinations:

            1TB Hard drive [Local]

            Total size: 0 B

            Total number of backups: 0

            Oldest backup: -

            Last backup: -

            Size of backup disk: Too small

                Backup size 0 B < (Disk used 45.46 GB X 3)

     

    Top Processes by CPU: <etrecheck://help/cpu> <etrecheck://help/cpu>

             7%    launchservicesd

             7%    grep

             7%    fs_usage

             6%    WindowServer

             3%    loginwindow

     

    Top Processes by Memory: <etrecheck://help/memory> <etrecheck://help/memory>

        939 MB    kernel_task

        385 MB    com.apple.WebKit.WebContent(2)

        246 MB    mds_stores

        213 MB    mdworker(15)

        156 MB    ocspd

     

    Virtual Memory Information: <etrecheck://help/vm> <etrecheck://help/vm>

        2.02 GB    Free RAM

        5.98 GB    Used RAM (2.27 GB Cached)

        71 MB    Swap Used

     

    Diagnostics Information: <etrecheck://help/diagnostics> <etrecheck://help/diagnostics>

        Sep 21, 2016, 03:04:07 PM    Self test - passed

        Sep 21, 2016, 02:47:58 PM    /Library/Logs/DiagnosticReports/Safari_2016-09-21-144758_[redacted].hang

            /Applications/Safari.app/Contents/MacOS/Safari

        Sep 21, 2016, 02:46:15 PM    /Library/Logs/DiagnosticReports/Safari_2016-09-21-144615_[redacted].hang

        Sep 20, 2016, 12:37:29 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-123729_[redacted].crash

            /Applications/ShoppyTool/ShoppyTool

        Sep 20, 2016, 12:35:29 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-123529_[redacted].crash

        Sep 20, 2016, 12:33:28 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-123328_[redacted].crash

        Sep 20, 2016, 12:31:27 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-123127_[redacted].crash

        Sep 20, 2016, 12:29:25 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-122925_[redacted].crash

        Sep 20, 2016, 12:27:25 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-122725_[redacted].crash

        Sep 20, 2016, 12:25:25 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-122525_[redacted].crash

        Sep 20, 2016, 12:23:23 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-122323_[redacted].crash

        Sep 20, 2016, 12:21:19 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-122119_[redacted].crash

        Sep 20, 2016, 12:19:15 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-121915_[redacted].crash

        Sep 20, 2016, 12:16:03 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-121603_[redacted].crash

        Sep 20, 2016, 12:14:05 PM    /Library/Logs/DiagnosticReports/ShoppyTool_2016-09-20-121405_[redacted].crash

        Sep 20, 2016, 12:14:00 PM    /Library/Logs/DiagnosticReports/Installer_2016-09-20-121400_[redacted].crash

            com.installer.Installer - /Volumes/*/Installer.app/Contents/MacOS/Installer

  • by Allan Eckert,Helpful

    Allan Eckert Allan Eckert Sep 23, 2016 10:51 PM in response to Napua15
    Level 9 (53,825 points)
    Desktops
    Sep 23, 2016 10:51 PM in response to Napua15

    The adware you have installed on your Mac is probably why you are getting these scam messages. If you did not allow EtreCheck to remove them run it again and ask it to remove them this time.