My Roku provider said their program does not connect to the internet because my computer is infected with some kind of malware or virus based on their test of my system. How can I remove the problem?
Processor Interconnect Speed: 5.86 GT/s, Memory: 4 GB,
Capacity: 499.76 GB (499,763,888,128 bytes)
Available: 448.24 GB (448,242,036,736 bytes)
Thank you
iMac, Mac OS X (10.6.8)
Your Mac does not have a virus.
Please download and install EtreCheck from http://www.etresoft.com/etrecheck
Run it and post the report here.
My iMac picked up some malware and I was advised through this forum to download a free app. to scan your computer. Here is the link; https://www.malwarebytes.org/antimalware/mac/
It did find malware and removed every trace of it. I hope you find it helpful, too.
It's pretty difficult to get a virus on your Mac, but it is possible. Your customer service agent over at Roku was probably following a flow chart.
Make sure you contacted Roku directly. Call them back and ask to speak to someone about the software. Also, I'm not aware of any software that's available by Roku from Mac. If you are downloading software, make sure it's from roku.com or a direct link from their site. Sources that you do not recognize the name of in your address bar are in general not safe to visit.
Really, this entire situation sounds like a hoax, as if they called you. If a more specific problem occurs, like your Mac crashing and saying there's a problem, then post back here. Although, it could just be that the software is not from Roku. A third party app claiming to be by Roku IS a virus, so don't install it.
Thank you, but it wouldn't work with 10.6.8. I see that a new upgrade will be available soon, and hope that will solve the problem. I usually wait a while to see if the upgrade works well but need this one. I'll let you know if your suggestion works after the upgrade.
Thank you, Allan, These are the ares that showed problems by Etracheck. I'm not sure what to do with the info. I know a new upgrade is coming out. I usually like to wait for the bugs in new programs to be worked out, but apparently need the upgrade. What do you recommend?
System Launch Agents: (What does this mean?)
[loaded] com.apple.cvmsCompAgent_i386.plist - Invalid signature!
[loaded] com.apple.cvmsCompAgent_ppc.plist - Invalid signature!
[running] com.apple.cvmsCompAgent_x86_64.plist - Invalid signature!
[loaded] com.apple.servernotifyd.plist - Invalid signature!
User Launch Agents: (What does this mean?)
[loaded] com.adobe.ARM.[...].plist [Click for support]
[failed] com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist [Click for details]
[loaded] com.facebook.videochat.[redacted].plist [Click for support]
Diagnostics Information: (What does this mean?)
Oct 4, 2015, 11:36:06 AM Self test - passed
Oct 2, 2015, 05:12:51 PM ~/Library/Logs/DiagnosticReports/helpd_2015-10-02-171251_[redacted].crash
Time Machine: (What does this mean?)
Time Machine information requires OS X 10.8 "Moutain Lion" or later.
Thanks, Larsona, but I had called Roku about my connection problem, and they called me back at the appointed time. It was disturbing that they could detect a problem from inside my computer, but it is still not allowing Roku to connect to the internet. I was concerned about allowing them to "fix" my computer (for a fee,) until I could find out if it could be fixed some other way.
Sorry. I didn't look at the requirements. I used it on mine even before upgrading to El Capitan.
Martha,
What is odd about your experience is that your computer is in no way associated with your Roku's operation unless you have a very atypical Internet connection. Who is your Internet provider and how does your computer connect to the equipment that they have provided? For example, does your computer connect through WiFI or by Ethernet cable directly to router? And secondly, what is the model of Roku player you have? Do you use an Ethernet cable to connect it to the Internet or do you use WiFi to connect the Roku?
Answers to those questions should help someone here better understand what may be the problem. Right now it's confusing as to why you think that your computer has anything to do with the operation of your Roku player.
Please post the complete report.
martha rfromoregon city wrote:
Thanks, Larsona, but I had called Roku about my connection problem, and they called me back at the appointed time. It was disturbing that they could detect a problem from inside my computer, but it is still not allowing Roku to connect to the internet. I was concerned about allowing them to "fix" my computer (for a fee,) until I could find out if it could be fixed some other way.
I'm very concerned that you didn't actually talk to Roku. None of this makes sense. There's no way that your Mac could cause a completely separate Roku device to be unable to connect to the internet. I'm not that familiar with Roku, so I don't know if they have a Mac app or not... but if they do, and that Mac app were unable to connect to the internet because of a "virus," then how were they able to get information about your computer remotely? Further, why would Roku, a company specializing in streaming video, offer to remove a "virus" from your computer for a fee? That's not their area of expertise, and not something they would be qualified to handle.
Where did you find the Roku number that you called? What was that number?
EtreCheck version: 2.5.3 (206)
Report generated 10/5/15, 11:34 AM
Download EtreCheck from http://etresoft.com/etrecheck
Click the [Click for support] links for help with non-Apple products.
Click the [Click for details] links for more information about that line.
Hardware Information: (What does this mean?)
iMac (21.5-inch, Mid 2010)
[Click for Technical Specifications]
[Click for User Guide]
iMac - model: iMac11,2
1 3.06 GHz Intel Core i3 CPU: 2-core
4 GB RAM Upgradeable
[Click for upgrade instructions]
BANK 0/DIMM0
Empty
BANK 1/DIMM0
Empty
BANK 0/DIMM1
2 GB DDR3 1333 MHz ok
BANK 1/DIMM1
2 GB DDR3 1333 MHz ok
Bluetooth: Old - Handoff/Airdrop2 not supported
Wireless: en1: 802.11 a/b/g/n
Video Information: (What does this mean?)
ATI Radeon HD 4670 - VRAM: 256 MB
iMac 1680 x 1050
System Software: (What does this mean?)
OS X El Capitan 10.11 (15A284) - Time since boot: less than an hour
Disk Information: (What does this mean?)
ST3500418AS disk0 : (500.11 GB) (Rotational)
EFI (disk0s1) <not mounted> : 210 MB
Macintosh HD (disk0s2) / : 499.25 GB (443.03 GB free)
Recovery HD (disk0s3) <not mounted> [Recovery]: 650 MB
OPTIARC DVD RW AD-5680H ()
USB Information: (What does this mean?)
LaCie P9223 Slim 500.11 GB
EFI (disk1s1) <not mounted> : 210 MB
LaCie (disk1s2) /Volumes/LaCie : 499.76 GB (425.78 GB free)
Apple Computer, Inc. IR Receiver
Apple Inc. Built-in iSight
EFI (disk1s1) <not mounted> : 210 MB
LaCie (disk1s2) /Volumes/LaCie : 499.76 GB (425.78 GB free)
EFI (disk1s1) <not mounted> : 210 MB
LaCie (disk1s2) /Volumes/LaCie : 499.76 GB (425.78 GB free)
Apple Card Reader
Apple Inc. BRCM2046 Hub
Apple Inc. Bluetooth USB Host Controller
Configuration files: (What does this mean?)
/etc/sudoers, File size 1242 but expected 2299
Gatekeeper: (What does this mean?)
Mac App Store and identified developers
Launch Agents: (What does this mean?)
[loaded] com.google.keystone.agent.plist [Click for support]
[loaded] com.hp.help.tocgenerator.plist [Click for support]
[loaded] com.teamviewer.teamviewer.plist [Click for support]
[loaded] com.teamviewer.teamviewer_desktop.plist [Click for support]
Launch Daemons: (What does this mean?)
[loaded] com.adobe.fpsaud.plist [Click for support]
[loaded] com.google.keystone.daemon.plist [Click for support]
[loaded] com.microsoft.office.licensing.helper.plist [Click for support]
[loaded] com.teamviewer.teamviewer_service.plist [Click for support]
User Launch Agents: (What does this mean?)
[loaded] com.adobe.ARM.[...].plist [Click for support]
[failed] com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist - /System/Library/Frameworks/CoreServices.framework/Frameworks/OSServices.framewo rk/Versions/A/Support/CSConfigDotMacCert: Executable not found!
[failed] com.facebook.videochat.[redacted].plist [Click for support] [Click for details]
User Login Items: (What does this mean?)
iTunesHelper Application (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)
iTunesHelper UNKNOWN Hidden (missing value)
Skype UNKNOWN (missing value)
AdobeResourceSynchronizer Application Hidden (/Applications/Adobe Reader.app/Contents/Support/AdobeResourceSynchronizer.app)
Plaxo Assistant Application (/Incompatible Software/Plaxo Assistant.app)
Other Apps: (What does this mean?)
[running] com.apple.xpc.launchd.oneshot.0x10000000.firefox
[running] com.etresoft.EtreCheck.70752
[running] com.plaxo.PlaxoAssistant.72352
[loaded] org.mozilla.firefox.47392
Internet Plug-ins: (What does this mean?)
Google Earth Web Plug-in: Version: 7.1 [Click for support]
Default Browser: Version: 601 - SDK 10.11
RealPlayer Plugin: Version: Unknown [Click for support]
AdobePDFViewerNPAPI: Version: 10.1.14 [Click for support]
FlashPlayer-10.6: Version: 19.0.0.185 - SDK 10.6 [Click for support]
Silverlight: Version: 4.0.60531.0 [Click for support]
QuickTime Plugin: Version: 7.7.3
Flash Player: Version: 19.0.0.185 - SDK 10.6 [Click for support]
iPhotoPhotocast: Version: 7.0 - SDK 10.7
SharePointBrowserPlugin: Version: 14.5.5 - SDK 10.6 [Click for support]
AdobePDFViewer: Version: 10.1.14 [Click for support]
JavaAppletPlugin: Version: 15.0.1 - SDK 10.11 Check version
3rd Party Preference Panes: (What does this mean?)
Flash Player [Click for support]
Time Machine: (What does this mean?)
Skip System Files: NO
Auto backup: YES
Volumes being backed up:
Macintosh HD: Disk size: 499.25 GB Disk used: 56.22 GB
Destinations:
LaCie [Local]
Total size: 0 B
Total number of backups: 48
Oldest backup: 2015-01-25 01:01:33 +0000
Last backup: 2015-10-04 23:10:09 +0000
Size of backup disk: Too small
Backup size 0 B < (Disk used 56.22 GB X 3)
Top Processes by CPU: (What does this mean?)
19% mdworker(20)
10% backupd
3% WindowServer
1% mds
1% launchservicesd
Top Processes by Memory: (What does this mean?)
459 MB kernel_task
410 MB firefox
328 MB mdworker(20)
172 MB mds_stores
86 MB backupd
Virtual Memory Information: (What does this mean?)
1.26 GB Free RAM
2.73 GB Used RAM (2.01 GB Cached)
0 B Swap Used
Diagnostics Information: (What does this mean?)
Oct 5, 2015, 11:19:37 AM Self test - passed
Oct 4, 2015, 06:18:23 PM ~/Library/Logs/DiagnosticReports/com.apple.WebKit.Networking_2015-10-04-181823_ [redacted].crash
Oct 2, 2015, 05:12:51 PM ~/Library/Logs/DiagnosticReports/helpd_2015-10-02-171251_[redacted].crash
larsona wrote:
It's pretty difficult to get a virus on your Mac, but it is possible. Your customer service agent over at Roku was probably following a flow chart.
Make sure you contacted Roku directly. Call them back and ask to speak to someone about the software. Also, I'm not aware of any software that's available by Roku from Mac. If you are downloading software, make sure it's from roku.com or a direct link from their site. Sources that you do not recognize the name of in your address bar are in general not safe to visit.
Really, this entire situation sounds like a hoax, as if they called you. If a more specific problem occurs, like your Mac crashing and saying there's a problem, then post back here. Although, it could just be that the software is not from Roku. A third party app claiming to be by Roku IS a virus, so don't install it.
No its impossible to get a virus, they simply do not exist for O SX. There is however some other malware out there. This is extremely easy to avoid though by:
Thanks, Tim. I have Comcast XFinity and connect through Linksys. I found the Roku website, entered my Linksys info and took part in a live chat. I made an appointment for a phone call and the Roku person called at the appointed time and proceeded with a diagnosis. My Roku model is LT. I changed my major passwords after the call was complete.
Allan, I just posted it; the red lines didn't paste, but there were several. Yesterday I upgraded to El Capitan 10.11.
martha rfromoregon city wrote:
I found the Roku website, entered my Linksys info and took part in a live chat.
I'm not seeing anywhere on the Roku website that asks for your Linksys info, but maybe I'm simply not finding it.
HOW, specifically, did you find the Roku website? Did you do a Google search? Note that when I Google "roku support," I see the following links on the first page of results:
Note that none of those are actually official Roku support sites.
If you actually did get hold of Roku, and they told you that your Mac was infected with a virus and offered to clean it for you, then you should immediately get rid of your Roku device and never use Roku again. But I suspect that you didn't, which is why I keep pushing the issue. Look in your web browser's history. What was the address of the Roku page you found?
How do I check for Malware or virus on my OSX 10.6.8?
