Ol' Greg

Q: Safari hanging when using Hotmail

Hi,

A colleague has asked me to help with a problem she has with her hotmail account using safari (5.1.10) on her Macbook pro (OSX 10.6.8).

 

when she loads Hotmail (via MS live.com) the browser hangs and won't allow her to type in the body of the email. I've tried a few things:

 

  1. downloaded Firefox, doesn't seem to have the same problem.
  2. Cleared cookies (safari - preferences - privacy - remove all website data)

 

Clearing the cookies seems to work temporarily, but it doesn't last.

 

Checked in Window - Activity. the last activity points to cdn.at.atwola.com, which suggests that Atwola is likely to be at least part of the problem.

 

Any tips on the best way to get rid of Atwola on this OS/Browser? Checked upgrades, none available.

 

cheers,

 

O'l Greg

MacBook Pro, iOS 10, 10.6.8, Safari 5.1.10

Posted on Sep 20, 2016 5:12 AM

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Q: Safari hanging when using Hotmail

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  • Helpful answers

  • by Eric Root,Helpful

    Eric Root Eric Root Sep 20, 2016 7:54 AM in response to Ol' Greg
    Level 9 (71,693 points)
    iTunes
    Sep 20, 2016 7:54 AM in response to Ol' Greg

    Check Safari/Preferences/Extensions - it may be installed there.

  • by Ol' Greg,

    Ol' Greg Ol' Greg Sep 20, 2016 7:55 AM in response to Eric Root
    Level 1 (4 points)
    Safari
    Sep 20, 2016 7:55 AM in response to Eric Root

    Thanks Eric - she's taken the Macbook away for now, will try that tomorrow.

     

    OG

  • by Eric Root,

    Eric Root Eric Root Sep 20, 2016 8:13 AM in response to Ol' Greg
    Level 9 (71,693 points)
    iTunes
    Sep 20, 2016 8:13 AM in response to Ol' Greg

    You are welcome. If that doesn't work, try running this program and then copy and paste the output in a reply. The program was created by Etresoft, a frequent contributor.  Please use copy and paste as screen shots can be hard to read. On the screen with Options, please open Options and check the bottom 2 boxes before running. Click “Share Report” button in the toolbar, select “Copy to Clipboard” and then paste into a reply. This will show what is running on her computer. No personal information is shown.

      

    Etrecheck – System Information

  • by Ol' Greg,

    Ol' Greg Ol' Greg Sep 21, 2016 7:20 AM in response to Eric Root
    Level 1 (4 points)
    Safari
    Sep 21, 2016 7:20 AM in response to Eric Root

    Hi,

     

    Here is the text of the Etrecheck report:

     

    EtreCheck version: 3.0.4 (308)

    Report generated 2016-09-21 15:18:40

    Download EtreCheck from https://etrecheck.com

    Runtime 1:58

    Performance: Excellent

     

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

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

     

    Problem: Other problem

    Description:

    Safari hanging when accessing Microsoft mail (Hotmail).

     

    Hardware Information:

        MacBook Pro (13-inch, Mid 2010)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        MacBook Pro - model: MacBookPro7,1

        1 2.4 GHz Intel Core 2 Duo CPU: 2-core

        4 GB RAM

            BANK 0/DIMM0

                2 GB DDR3 1067 MHz ok

            BANK 1/DIMM0

                2 GB DDR3 1067 MHz ok

        Bluetooth: Old - Handoff/Airdrop2 not supported

        Wireless:  en1: 802.11 a/b/g/n

        Battery: Health = Normal - Cycle count = 170

     

    Video Information:

        NVIDIA GeForce 320M - VRAM: 256 MB

            Color LCD 1280 x 800

            spdisplays_display_connector

     

    System Software:

        OS X Snow Leopard 10.6.8 (10K549) - Time since boot: about one day

     

    Disk Information:

        ST9250315ASG disk0 : (232.89 GB) (Rotational)

            - (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 249.72 GB (178.89 GB free)

     

        MATSHITADVD-R   UJ-898   ()

     

    USB Information:

        Apple Inc. Built-in iSight

        Apple Internal Memory Card Reader

        Apple Inc. BRCM2046 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Computer, Inc. IR Receiver

        Apple Inc. Apple Internal Keyboard / Trackpad

     

    Kernel Extensions:

            /System/Library/Extensions

        [not loaded]    com.tomtom.driver.UsbEthernetGadget (1.0.0d1 - 2016-07-16) [Support]

     

    System Launch Agents:

        [loaded]    com.apple.servernotifyd.plist (2010-05-08) [Support]

        [not loaded]    3 Apple tasks

        [loaded]    64 Apple tasks

        [running]    7 Apple tasks

     

    System Launch Daemons:

        [not loaded]    48 Apple tasks

        [loaded]    87 Apple tasks

        [running]    30 Apple tasks

     

    Launch Agents:

        [loaded]    com.epson.Epusp.plist (2009-07-06) [Support]

        [running]    com.epson.epw.agent.plist (2009-09-30) [Support]

        [running]    com.trusteer.rapport.rapportd.plist (2014-10-27) [Support]

     

    Launch Daemons:

        [loaded]    com.adobe.fpsaud.plist (2016-08-30) [Support]

        [failed]    com.apple.third_party_32b_kext_logger.plist (2011-02-18)

        [running]    com.trusteer.rooks.rooksd.plist (2014-10-27) [Support]

     

    User Launch Agents:

        [loaded]    com.adobe.ARM.[...].plist (2011-01-16) [Support]

        [running]    com.amazon.music.plist (2014-12-07) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-07-12) [Support]

     

    User Login Items:

        Garmin Lifetime Map Updater    Application  (/Applications/Garmin Lifetime Map Updater.app)

        EEventManager    Application Hidden (/Applications/Epson Software/Event Manager.app/Contents/Resources/Assistants/Event Manager/EEventManager.app)

        Safari    Application  (/Applications/Safari.app)

        AdobeResourceSynchronizer    Application Hidden (/Applications/Adobe Reader.app/Contents/Support/AdobeResourceSynchronizer.app)

        TomTomMyDriveConnectHelper    Application  (/Applications/TomTom MyDrive Connect.app/Contents/MacOS/TomTomMyDriveConnectHelper.app)

        EEventManager    Application  (/Applications/Epson Software/Event Manager.app/Contents/Resources/Assistants/Event Manager/EEventManager.app)

     

    Internet Plug-ins:

        JavaAppletPlugin: 13.9.8 - SDK 10.6 (2012-06-23) Check version

        QuickTime Plugin: 7.6.6 (2013-11-17)

        AdobePDFViewerNPAPI: 10.1.14 (2015-07-19) [Support]

        AdobePDFViewer: 10.1.14 (2015-07-19) [Support]

        GarminGpsControl: 4.0.2.6 Beta - SDK 10.6 (2012-09-02) [Support]

        Silverlight: 4.0.60531.0 (2011-06-28) [Support]

        iPhotoPhotocast: 7.0 (2010-10-17)

     

    Audio Plug-ins:

        iSightAudio: 7.6.6 (2013-11-17)

     

    3rd Party Preference Panes:

        Flash Player (2016-08-30) [Support]

        Trusteer Endpoint Protection (2014-11-23) [Support]

     

    Time Machine:

        Time Machine information requires OS X 10.8 "Mountain Lion" or later.

     

    Top Processes by CPU:

             7%    WindowServer

             1%    WebProcess

             1%    Safari

             0%    fontd

             0%    DirectoryService

     

    Top Processes by Memory:

        459 MB    WebProcess

        94 MB    Safari

        66 MB    mds

        41 MB    WindowServer

        16 MB    mdworker(2)

     

    Virtual Memory Information:

        2.40 GB    Free RAM

        1.60 GB    Used RAM

        424 MB    Swap Used

     

    Diagnostics Information:

        Sep 21, 2016, 03:04:19 PM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-21-150419_[redacted].crash

            ~/Library/Google/GoogleSoftwareUpdate/GoogleSoftwareUpdate.bundle/Contents/MacO S/ksfetch

        Sep 21, 2016, 03:03:50 PM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-21-150350_[redacted].crash

        Sep 21, 2016, 02:59:58 PM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-21-145958_[redacted].crash

        Sep 21, 2016, 02:59:57 PM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-21-145957_[redacted].crash

        Sep 20, 2016, 12:18:02 PM    Self test - passed

        Sep 20, 2016, 10:00:27 AM    /Library/Logs/CrashReporter/mds_2016-09-20-100027_[redacted].crash

            /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Metadat a.framework/Versions/A/Support/mds

        Sep 20, 2016, 10:00:27 AM    /Library/Logs/DiagnosticReports/mds_2016-09-20-100027_[redacted].crash

        Sep 20, 2016, 08:57:59 AM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-20-085759_[redacted].crash

        Sep 20, 2016, 08:57:54 AM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-20-085754_[redacted].crash

        Sep 19, 2016, 11:20:15 AM    ~/Library/Logs/DiagnosticReports/helpd_2016-09-19-112015_[redacted].crash

            /System/Library/PrivateFrameworks/HelpData.framework/Versions/A/Resources/helpd

        Sep 19, 2016, 08:56:01 AM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-19-085601_[redacted].crash

        Sep 19, 2016, 08:56:00 AM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-19-085600_[redacted].crash

        Sep 19, 2016, 08:55:58 AM    ~/Library/Logs/DiagnosticReports/ksfetch_2016-09-19-085558_[redacted].crash

  • by Eric Root,

    Eric Root Eric Root Sep 21, 2016 8:10 AM in response to Ol' Greg
    Level 9 (71,693 points)
    iTunes
    Sep 21, 2016 8:10 AM in response to Ol' Greg

    ksfetch_2016-09-19-085558_[redacted].crash

    Try uninstalling the above using the developer's uninstall instructions. It is crashing.

     

    Get rid of Trusteer. It doesn’t work well under Mac OS.

     

    Trusteer Rapport Uninstall



  • by Ol' Greg,

    Ol' Greg Ol' Greg Sep 21, 2016 8:24 AM in response to Eric Root
    Level 1 (4 points)
    Safari
    Sep 21, 2016 8:24 AM in response to Eric Root

    Hi Eric,

     

    ksfetch appears to be a Google updater, it appears to consume bandwidth but I haven't sen anything suggesting it is responsible for breaking Safari in these circumstances. Also, Firefox 9for example) is unaffected and works fine (I am inclined to tell her to just use Firefox).

     

    Ditto, trusteer EP protection has been on this machine for more than two years, but this issue only arose in the last few weeks.

     

    The version of Safari is pretty old, I am wondering if the simplest remedy might be to advise her to upgrade her OS. Seems to cost (it will cost her a few £, but may be better in the long run). I'd welcome your thoughts.

     

    cheers, OG