Previous 1 2 3 Next 62 Replies Latest reply: Jun 15, 2013 8:25 PM by MilosA
MilosA Level 1 Level 1 (0 points)

My Safari browser seems to have become entwined with Amazon.com in a way that is destroying functionality on the Amazon website. I've confirmed that the problem is not on Amazon's end, and Apple Support has been unable to resolve the problem. I believe the problem is that something has attached itself to Safari that is linking it in a toxic way to Amazon. Anyone ever hear of this? Check it out: After browsing Amazon briefly the links stop working and I'm given a generic "sorry we're having a problem but we're working on it" screen, after which I can no longer access Amazon unless I restart the computer.

 

And most strangely, even if I start with the secure (https) address, I end up with Safari telling me the website certificate is not valid. The certificate turns out to be www.amazon.com.br.  This is Amazon in Portuguese, for the Brazilian market! Today I was completely unable to log in, although there was nothing wrong with my account. The Amazon rep got me running again, but suggested I switch to Firefox for Amazon, which he claims is more compatible.

 

So far I've emptied the cache and deleted Amazon cookies many times. I've also reset the system management controller. Any other suggestions? Should I bite the bullet and reset Safari?

 

Is there a way to look into the background of Safari and see if amazon.com.br is hiding there somewhere? Is there a scan I could run to see if there's malware that's causing the problem?

 

And lastly, should I simply download Firefox in order to browse Amazon only?  I'd really like to solve the problem, not put a bandaid on it.

 

Thanks for any wisdom. I browse Amazon a lot so this is really a pain.


iMac, Mac OS X (10.6.8)
  • Linc Davis Level 10 Level 10 (159,155 points)

    From the Safari menu bar, select

            

    Safari Preferences Extensions

         

    If any extensions are installed, disable them and test.

  • MilosA Level 1 Level 1 (0 points)

    Linc,

     

    The only extension I had in Safari/Preferences/Extensions was AdBlock, which I disabled.

     

    It didn't work. When I got to one of those product links, I got that "sorry we're having a problem but we're working on it" screen.

     

    M

  • Linc Davis Level 10 Level 10 (159,155 points)

    Boot into Recovery by holding down the key combination command-R at the startup chime. Release the keys when you see a gray screen with a spinning dial.

     

    Note: You need an always-on Ethernet or Wi-Fi connection to the Internet to use Recovery. It won’t work with USB or PPPoE modems, or with proxy servers, or with networks that require a certificate for authentication.

     

    From the OS X Utilities screen, select Get Help Online. A clean copy of Safari will launch. No plugins, such as Flash, will be available. While in Recovery, you'll have no access to your saved bookmarks or passwords, so make a note of those before you begin, if they're needed for the test.

     

    Test. After testing, reboot as usual and post the results.

  • MilosA Level 1 Level 1 (0 points)

    Linc,

     

    Just a couple of questions, since I'm not experienced with this sort of thing:

     

    Once I boot into Recovery I'll have no access to my saved passwords, but after I test and reboot as usual, my passwords will be restored? Or will I now be starting from scratch?

     

    Also, I assume that by "test" you mean go to Amazon and see if I can replicate the problems I've been having; if I cannot, I can assume I've fixed the problem?

     

    Thanks for your advice and patience. Much appreciated.

     

    M

  • Linc Davis Level 10 Level 10 (159,155 points)

    ...after I test and reboot as usual, my passwords will be restored?

     

    Booting into Recovery is just a test. It won't change anything. Your passwords won't be touched.

     

    I assume that by "test" you mean go to Amazon and see if I can replicate the problems I've been having

     

    Yes.

     

    if I cannot, I can assume I've fixed the problem?

     

    No, you won't have fixed anything, but you'll know that the problem resides on your Mac and not in the network.

  • MilosA Level 1 Level 1 (0 points)

    Sorry, I couldn't get this to work. Probably I'm misunderstanding something you're telling me.

     

    After I boot into Recovery by holding down command-R at the start-up chime until I see the gray screen with the spinning dial, up comes my desktop as usual. I assumed you meant for me to go to the Finder / Utilities but there's no "Get Help Online" to choose from.

     

    (I do have a Wi-Fi connection to the internet.)

  • Linc Davis Level 10 Level 10 (159,155 points)

    I missed the fact that you're running 10.6, so you don't have a Recovery partition.

     

    Please read this whole message before doing anything.

     

    This procedure is a test, not a solution. Don’t be disappointed when you find that nothing has changed after you complete it.

     

    Step 1

     

    The purpose of this step is to determine whether the problem is localized to your user account.

     

    Enable guest logins* and log in as Guest. For instructions, launch the System Preferences application, select Help from the menu bar, and enter “Set up guest users” (without the quotes) in the search box. Don't use the Safari-only “Guest User” login created by “Find My Mac.”

     

    While logged in as Guest, you won’t have access to any of your personal files or settings. Applications will behave as if you were running them for the first time. Don’t be alarmed by this; it’s normal. If you need any passwords or other personal data in order to complete the test, memorize, print, or write them down before you begin.

     

    Test while logged in as Guest. Same problem?

     

    After testing, log out of the guest account and, in your own account, disable it if you wish. Any files you created in the guest account will be deleted automatically when you log out of it.

     

    *Note: If you’ve activated “Find My Mac” or FileVault, then you can’t enable the Guest account. The “Guest User” login created by “Find My Mac” is not the same. Create a new account in which to test, and delete it, including its home folder, after testing.

     

    Step 2

     

    The purpose of this step is to determine whether the problem is caused by third-party system modifications that load automatically at startup or login.

     

    Disconnect all wired peripherals except those needed for the test, and remove all aftermarket expansion cards. Boot in safe mode* and log in to the account with the problem. The instructions provided by Apple are as follows:

     

    • Shut down your computer, wait 30 seconds, and then hold down the shift key while pressing the power button.
    • When you see the gray Apple logo, release the shift key.
    • If you are prompted to log in, type your password, and then hold down the shift key again as you click Log in.

     

    Safe mode is much slower to boot and run than normal, and some things won’t work at all, including wireless networking on certain Macs.  The next normal boot may also be somewhat slow.

     

    The login screen appears even if you usually log in automatically. You must know your login password in order to log in. If you’ve forgotten the password, you will need to reset it before you begin.

     

    *Note: If FileVault is enabled, or if a firmware password is set, or if the boot volume is a software RAID, you can’t boot in safe mode.

     

    Test while in safe mode. Same problem?

     

    After testing, reboot as usual (i.e., not in safe mode) and verify that you still have the problem. Post the results of steps 1 and 2.

  • ~Bee Level 7 Level 7 (31,130 points)

    Hi Milos --

     

    I surf Amazon frequesntly with no problems with Safari.  After you delect all the Amazon cookies from Safari, are you RESTARTING Safari immediately? Have you deleted Amazon references from Autofill? Is it in you KeyChain app? 

     

    Why are you concerned about resetting Safari?  If the above doesn't clear it up, definitely Reset.

  • MilosA Level 1 Level 1 (0 points)

    My Safari-Amazon problems started about a month ago after many years of no problems. I'm going to work with Linc's instructions and will report back.

  • MilosA Level 1 Level 1 (0 points)

    Here's my report from Step 1.

     

    First I browsed anonymously on Amazon and it worked perfectly.

     

    Then I logged in to my Amazon account. Fine for awhile, but then upon clicking on my Amazon user link at the left top of their webpage, I got the Safari warning I've seen before about an invalid certificate. Again, it was the Brazilian Amazon site: www.amazon.com.br.  This time I ignored it and continued, which took me back to a page with a legitimate certificate for amazon.com.

     

    Then, a click or two later, the "sorry we're having a problem but we're working on it" screen came up, and from then on I was locked out.  Seems to be an issue related to my Amazon log-in. Could that be?

     

    Do you still recommend that I try your Step 2 (safe mode) test?

  • Linc Davis Level 10 Level 10 (159,155 points)

    Yes, please.

  • MilosA Level 1 Level 1 (0 points)

    Done.  Went to Amazon in Safe Mode. Browsing anonymously was fine.

     

    Tried to log in. COULD NOT LOG IN. My password was rejected.

     

    So I clicked "forgot my password" in order to have a link mailed to me to reset my password. For this purpose I was shown a screen where I had to verify that I was human by typing in random letters. This typing was rejected; I kept getting new screens and was asked to type new random letters. Could not complete the reset. I closed down.

     

    I had this identical problem this morning and had to get a reset through an Amazon rep, who could see and use my log-in and account with no problem.

     

    I exited Safe Mode and rebooted normally. Went to Amazon and had same results: could browse anonymously, but could not log in.  I will have to contact Amazon again to get a new password, because I can no longer log in.

     

    Thoughts?

  • Linc Davis Level 10 Level 10 (159,155 points)

    Can you log on to your Amazon account from another computer, phone, or tablet? That would make this problem a lot easier to solve.

  • MilosA Level 1 Level 1 (0 points)

    I have an iPad, and I will try logging in to Amazon now and see what happens. I don't use the iPad to browse Amazon as a rule.

     

    I can tell you that I use a PC with Internet Explorer at work, and have no problems logging on to Amazon there.

     

    Will report back soon.

     

    P.S. Thank you for your help.

     

    M

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