Safari white box with blue question mark

Question

Level 1

14 points

Safari white box with blue question mark

I got a MacBook with latest Sierra 10.12.1 and all off a sudden all I see is a white box with blue question mark on https://www.theguardian.com/uk site instead of pictures using Safari. Pictures are showing ok on Firefox, under a different login-in on the same Mac and for other news sites whilst using Safari so the issue must be with my Safari settings with the theguardian site.

I've removed all plug-ins and extensions (none were theguardian specific anyway), emptied the cache and disabled extensions in the develop dropdown. Any advise on what to try next?

I'm prepared to do a factory default reset to clear this but even this is not available. Thanks

MacBook Pro (Retina, 13-inch, Mid 2014), iOS 10.1

Posted on Oct 29, 2016 12:57 AM

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Answer 1

dominic23

Level 10

83,916 points

Oct 29, 2016 1:34 AM in response to abjorkie

Go step by step and test.

1. Startup in Safe Mode and restart normally using the “Restart” button at the bottom.

https://support.apple.com/kb/PH25617?locale=en_US&viewlocale=en_US

2. Safari > Preference > Advanced

Checkmark the box beside "Show Develop menu in menu bar".

Develop menu will appear in the Safari menu bar.

Click “Develop” to show the dropdown.

Click "Empty Caches" from the dropdown and test.

Make sure that “Disable Images” is not selected.

If you see a checkmark beside “Disable Images”, click on it to remove it and test.

3. Remove Cookies and test.

Safari > Preferences > Privacy > Cookies and other website data:

Click the “Manage Website Data” button.

Remove all cookies except ones from Apple, your internet service provider and banks.

4. Disable Extensions and test.

Safari > Preferences > Extensions

Select and disable all extensions and test.

Enable Extensions one by one and test.

To uninstall any extension, select it and click the “Uninstall” button.

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Answer 2

abjorkie Author

Level 1

14 points

Oct 29, 2016 2:57 AM in response to dominic23

Hi Dominic, thanks for the info. I went through all the steps but the issue still exists.

Additionally I noticed something weird as part of step 3 'Manage Website Data'. When I removed any one or multiple websites they reappeared on the list after refresh. I then drastically removed all and got the confirmation box 'do I really want to do this', clicked yes and all the websites still stayed there.

Also as part of step 4 'Extensions' - I have no left to remove or add back in.

Anything else you can suggest I try. Thank you

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Answer 3

dominic23

Level 10

83,916 points

Oct 30, 2016 1:26 AM in response to abjorkie

Please run EtreCheck and post the report here.

http://etresoft.com/etrecheck

Download it, open Downloads folder, click on it to open, and then select ”Open”.

Click on the bouncing EtreCheck icon in the Dock.

“Choose a problem” from the popup menu box, and then “Start EtreCheck” in the dialog.

Click “Share Report” button in the toolbar, select “Copy to Clipboard” .

Paste it here when you reply.

Use Firefox to download EtreCheck.

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Answer 4

Eric Root

Level 10

684,045 points

Oct 29, 2016 6:19 AM in response to abjorkie

Safari - Unsupported third-party add-ons may cause Safari to unexpectedly quit or have performance issues

Safari doesn't load a page or webpage items are missing

Safari/other browsers – Website not loading

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Answer 5

abjorkie Author

Level 1

14 points

Oct 29, 2016 8:48 AM in response to dominic23

Here's the Etrecheck report, fyi - I've removed the adware file

EtreCheck version: 3.0.6 (315)

Report generated 2016-10-29 16:43:39

Download EtreCheck from https://etrecheck.com

Runtime 1:36

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: Other problem

Hardware Information: ⓘ

MacBook Pro (Retina, 13-inch, Mid 2014)

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

MacBook Pro - model: MacBookPro11,1

1 2.8 GHz Intel Core i5 CPU: 2-core

16 GB RAM Not upgradeable

BANK 0/DIMM0

8 GB DDR3 1600 MHz ok

BANK 1/DIMM0

8 GB DDR3 1600 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

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

Battery: Health = Normal - Cycle count = 284

Video Information: ⓘ

Intel Iris

Color LCD 2560 x 1600

System Software: ⓘ

macOS Sierra 10.12.1 (16B2555) - Time since boot: less than an hour

Disk Information: ⓘ

APPLE SSD SM0512F 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) / [Startup]: 499.10 GB (169.07 GB free)

Core Storage: disk0s2 499.42 GB Online

USB Information: ⓘ

Apple Inc. Apple Internal Keyboard / Trackpad

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Thunderbolt Information: ⓘ

Apple Inc. thunderbolt_bus

Gatekeeper: ⓘ

Mac App Store and identified developers

Adware: ⓘ

~/Library/LaunchAgents/gUpdater.plist

One adware file found. [Remove]

Kernel Extensions: ⓘ

/Library/Application Support/Citrix Receiver

[not loaded] com.citrix.kext.gusb (12.2.0 - SDK 10.9 - 2016-10-27) [Support]

/System/Library/Extensions

[not loaded] com.leapfrog.codeless.kext (2.0 - 2016-10-29) [Support]

[not loaded] com.leapfrog.driver.LfConnectDriver (1.10.5 - SDK 10.8 - 2016-10-29) [Support]

System Launch Agents: ⓘ

[not loaded] 8 Apple tasks

[loaded] 175 Apple tasks

[running] 88 Apple tasks

System Launch Daemons: ⓘ

[not loaded] 40 Apple tasks

[loaded] 160 Apple tasks

[running] 103 Apple tasks

Launch Agents: ⓘ

[failed] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (2016-10-14) [Support]

[loaded] com.citrix.AuthManager_Mac.plist (2016-07-20) [Support]

[running] com.citrix.ReceiverHelper.plist (2016-07-20) [Support]

[running] com.citrix.ServiceRecords.plist (2016-07-20) [Support]

[loaded] com.coupons.coupond.plist (2014-03-20) [Support]

[loaded] com.trusteer.rapport.rapportd.plist (2010-06-14) [Support]

Launch Daemons: ⓘ

[loaded] com.adobe.ARMDC.Communicator.plist (2016-10-14) [Support]

[loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (2016-10-14) [Support]

[loaded] com.adobe.fpsaud.plist (2016-10-23) [Support]

[loaded] com.citrix.ctxusbd.plist (2016-07-20) [Support]

[running] com.fitbit.galileod.plist (2015-10-30) [Support]

[loaded] com.leapfrog.connect.authdaemon.plist (2014-11-13) [Support]

[loaded] com.macpaw.CleanMyMac2.Agent.plist (2014-07-30) [Support]

[running] com.trusteer.rooks.rooksd.plist (2010-06-14) [Support]

User Launch Agents: ⓘ

[loaded] com.citrixonline.GoToMeeting.G2MUpdate.plist (2015-09-23) [Support]

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

[running] com.leapfrog.connect.monitor.plist (2014-11-13) [Support]

[loaded] gUpdater.plist (2015-12-16) Adware! [Remove]

/Applications/Zip Devil.app/Contents/Resources/appUpdater

User Login Items: ⓘ

Dropbox Application Hidden (/Applications/Dropbox.app)

Fitbit Connect Menubar Helper Application (/Applications/Fitbit Connect.app/Contents/MacOS/Fitbit Connect Menubar Helper.app)

Garmin Express Service Application (/Applications/Garmin Express.app/Contents/Library/LoginItems/Garmin Express Service.app)

BT Cloud Application (~/.Trash/BT Cloud.app)

Internet Plug-ins: ⓘ

WebVideoPlugin: 3.0.3.3 - SDK 10.6 (2013-08-19) [Support]

Google Earth Web Plug-in: 7.1 (2013-10-07) [Support]

AdobePDFViewerNPAPI: 15.007.20033 - SDK 10.8 (2015-03-17) [Support]

FlashPlayer-10.6: 23.0.0.205 - SDK 10.9 (2016-10-29) [Support]

Silverlight: 5.1.50901.0 - SDK 10.6 (2016-10-29) [Support]

QuickTime Plugin: 7.7.3 (2016-10-25)

Flash Player: 23.0.0.205 - SDK 10.9 (2016-10-29) [Support]

CitrixICAClientPlugIn: 12.2.0 - SDK 10.10 (2016-10-27) [Support]

iPhotoPhotocast: 7.0 (2010-06-30)

AdobePDFViewer: 15.007.20033 - SDK 10.8 (2015-03-17) [Support]

CouponPrinter-FireFox_v2: 5.0.4 - SDK 10.6 (2014-03-20) [Support]

GarminGpsControl: 4.1.0.0 Release - SDK 10.7 (2013-10-09) [Support]

User internet Plug-ins: ⓘ

CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-26) [Support]

BrowserPlus_2.9.2: 2.9.2 (2010-07-23) [Support]

3rd Party Preference Panes: ⓘ

BrowserPlus (2010-07-23) [Support]

Flash Player (2016-10-23) [Support]

Rapport (2010-06-18) [Support]

Time Machine: ⓘ

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 499.10 GB Disk used: 330.03 GB

Destinations:

Iomega HDD [Local]

Total size: 2.00 TB

Total number of backups: 13

Oldest backup: 02/07/2015, 13:09

Last backup: 24/10/2016, 08:14

Size of backup disk: Excellent

Backup size 2.00 TB > (Disk size 499.10 GB X 3)

Top Processes by CPU: ⓘ

4% WindowServer

3% fontd

1% kernel_task

1% com.apple.AmbientDisplayAgent

0% logd

Top Processes by Memory: ⓘ

879 MB kernel_task

819 MB com.apple.WebKit.WebContent(4)

475 MB firefox

180 MB Safari

164 MB Dropbox

Virtual Memory Information: ⓘ

9.00 GB Free RAM

7.00 GB Used RAM (1.84 GB Cached)

0 B Swap Used

Diagnostics Information: ⓘ

Oct 29, 2016, 04:36:37 PM ~/Library/Logs/DiagnosticReports/Fitbit Connect Menubar Helper_2016-10-29-163637_[redacted].crash

com.fitbit.GalileoMenubar - /Applications/Fitbit Connect.app/Contents/MacOS/Fitbit Connect Menubar Helper.app/Contents/MacOS/Fitbit Connect Menubar Helper

Oct 29, 2016, 04:36:10 PM Self test - passed

Oct 29, 2016, 10:48:26 AM ~/Library/Logs/DiagnosticReports/Fitbit Connect Menubar Helper_2016-10-29-104826_[redacted].crash

Oct 29, 2016, 10:38:43 AM ~/Library/Logs/DiagnosticReports/rapportd_2016-10-29-103843_[redacted].crash

/Library/Rapport/*/rapportd

Oct 29, 2016, 10:38:42 AM ~/Library/Logs/DiagnosticReports/Fitbit Connect Menubar Helper_2016-10-29-103842_[redacted].crash

Oct 29, 2016, 08:04:04 AM ~/Library/Logs/DiagnosticReports/Fitbit Connect Menubar Helper_2016-10-29-080404_[redacted].crash

Oct 28, 2016, 04:48:57 PM /Library/Logs/DiagnosticReports/galileod_2016-10-28-164857_[redacted].crash

/Library/Application Support/Fitbit Connect/galileod

Oct 28, 2016, 01:38:25 PM ~/Library/Logs/DiagnosticReports/appUpdater_2016-10-28-133825_[redacted].crash

/Applications/Zip Devil.app/Contents/Resources/appUpdater

Oct 27, 2016, 08:53:45 PM ~/Library/Logs/DiagnosticReports/rapportd_2016-10-27-205345_[redacted].crash

Oct 27, 2016, 08:53:45 PM ~/Library/Logs/DiagnosticReports/appUpdater_2016-10-27-205345_[redacted].crash

Oct 27, 2016, 08:53:43 PM ~/Library/Logs/DiagnosticReports/Fitbit Connect Menubar Helper_2016-10-27-205343_[redacted].crash

Oct 27, 2016, 12:28:00 PM ~/Library/Logs/DiagnosticReports/appUpdater_2016-10-27-122800_[redacted].crash

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Answer 6

abjorkie Author

Level 1

14 points

Oct 29, 2016 9:09 AM in response to Eric Root

Thanks Eric. I've tried all the different things in the first 2 links but still the issue exists. The last link refers to older versions of OS and couldn't complete all the sections in the steps 2 & 3. Do you know if there's a newer version of these steps?

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Answer 7

Eric Root

Level 10

684,045 points

Oct 30, 2016 1:26 AM in response to abjorkie

You are welcome. That is the newest version I've been able to find.

Fitbit is crashing. Either uninstall it or uninstall/reinstall.

Most people advise not to use cleaning programs. They can destroy your computer operation as they may already have done.

CleanMyMac2 Un-install

After un-installing, use this program to make sure you got all the pieces.

EasyFind – Spotlight Replacement

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

Trusteer Rapport Uninstall

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Answer 8

abjorkie Author

Level 1

14 points

Oct 29, 2016 11:09 AM in response to Eric Root

Thanks. I'm loving EasyFind!

Have uninstalled all (Fitbit, Cleanmymac and Trusteer) and restarted but it has not solved the issue in Safari... :-(

Anything else I could try?

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Answer 9

abjorkie Author

Level 1

14 points

Oct 30, 2016 1:29 AM in response to abjorkie

Just realised that whatever the issue is impacting Safari under my log in is also preventing me using BBC iPlayer. Same as with the guardian news site BBC Iplayer works fine in Firefox and Safari under different log in on the same mac.

Any other tips as to what to try before I have to take it a genius bar? thanks in advance

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Answer 10

Eric Root

Level 10

684,045 points

Oct 30, 2016 6:14 AM in response to abjorkie

You are welcome. Have you tried this?

Go to Finder and select your user/home folder. With that Finder window as the front window, either select Finder/View/Show View options or go command - J. When the View options opens, check ’Show Library Folder’. That should make your user library folder visible in your user/home folder. Select Library/Caches/com.apple.Safari/Cache.db and move it to the trash.

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Answer 11

abjorkie Author

Level 1

14 points

Oct 30, 2016 6:36 AM in response to Eric Root

Yes, tried yesterday and again today. In fact, I deleted all of Cashes, Cookies and Logs to no avail :-(

Is there a way to just reinstall Safari or format only that application to factory settings? I fully appreciate that I will loose a lot if info as part of this process but could for instance move over all my bookmarks etc. firefox for the time being...?

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Answer 12

Eric Root

Level 10

684,045 points

Oct 30, 2016 7:43 AM in response to abjorkie

You have to reinstall the OS to reinstall Safari. To reset Safari, you can use the below steps, some of which you've already tried.

Safari/Preferences/Advanced - enable the Develop menu, then go there and Empty Caches. Quit/reopen Safari and test. Then try Safari/History/Show History and delete all history items. Quit/reopen Safari and test. You can also try try Safari/Clear History…. The down side is it clears all cookies. Doing this may cause some sites to no longer recognize your computer as one that has visited the web site. Go to Finder and select your user/home folder. With that Finder window as the front window, either select Finder/View/Show View options or go command - J. When the View options opens, check ’Show Library Folder’. That should make your user library folder visible in your user/home folder. Select Library/Caches/com.apple.Safari/Cache.db and move it to the trash.

Go to Safari Preferences/Extensions and turn all extensions off. Test. If okay, turn the extensions on one by one until you figure out what extension is causing the problem.

Safari Corruption See post by Linc Davis

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Answer 13

abjorkie Author

Level 1

14 points

Nov 1, 2016 9:47 AM in response to Eric Root

Thanks Eric. I'll try these again at the weekend as don't want to interfere with work during the week. I'll let you know how i get on.

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Answer 14

Eric Root

Level 10

684,045 points

Nov 1, 2016 10:50 AM in response to abjorkie

You are welcome. It may be the website is having problems because you aren't the only one who is having problems with that website.

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Answer 15

RoyD1975

Level 1

4 points

Nov 2, 2016 11:16 AM in response to Eric Root

Hi All

Have had exactly the same issue re images on the Guardian website, some images on the BBC and inability to play video on the BBC. Arose in the last week or so.

i tried the empty cache/turn off extensions/clear cookies etc all to no avail. Have uninstalled and re-installed flash too and it made no difference.

I set up new user account on the mac and both websites work work perfectly well on that account.

Any help would be really appreciated.

Machine is mid 2011 iMac, 20 GB RAM, 3.1GHz i5.

Regards

RoyD1975

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