Safari does not render Gmail correctly

Question

Level 1

10 points

Safari does not render Gmail correctly

I am the tech support for a university and this one has me stumped.

Only in Safari, when this specific user logins, it does not render Gmail correctly. Only Gmail. Only in Safari.

Using other Google Apps or using other browsers it works fine. If I login to Gmail, on Safari, while his account is logged in, it works fine.

OS-X 10.12.6

Things tried:

1. Clear cache/cookies

2. Disabling cache using Developer Mode in Safari

3. Updated operating system (he was on 10.12.2)

4. Switch to IE11 rendering engine in Safari, using Developer Mode

5. Confirmed it does work in other browsers.

6. Removed theme picture. It is now a blank white page, with the same error.

MacBook Air, macOS Sierra (10.12.6)

Posted on Aug 2, 2017 7:34 AM

Reply

Answer 1

Eric Root

Level 10

684,597 points

Aug 2, 2017 7:41 AM in response to giveen

Safari can’t open a website

Safari – slow page loads

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

Web Content not responding

Try running this program in your normal account, 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 Report” and then paste into a reply. This will show what is running on your computer. No personal information is shown.

Etrecheck – System Information

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Answer 2

giveen Author

Level 1

10 points

Aug 2, 2017 8:27 AM in response to Eric Root

Web Content not responding

This one appears about the only possible thing I have not done, a full wipe of Safari.

Plugins are turned off, and even if they were on, it wouldnt explain why it works for me, but not for the user.

I'll have him run your tool and post the information back here when he has done it.

Reply

Answer 3

nako

Level 1

4 points

Aug 2, 2017 9:07 AM in response to giveen

I am experiencing the same problem. It first started with one of my Gmail accounts about a month ago, but spread to another account today. I only have two data points, but both of those (and this post) concern Google Apps (or G Suite) accounts, and not public Gmail.

I've cleared website data, restarted, updated Safari, etc. I've confirmed that the problem exists for the same Gmail account after logging in to another local user on this machine.

This account worked in Safari on this machine a few hours ago, and I have not made any updates since then. I'm guessing this may be a Google change that Safari isn't handling well, but that's just a theory.

I'm using a MacBook Pro (mid-2015) using macOS Sierra 10.12.6.

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Answer 4

giveen Author

Level 1

10 points

Aug 2, 2017 9:52 AM in response to nako

Yeah, this happened all of a sudden for my user. Another person, outside my support area, has the same problem and I told their IT person that I would let them know once I have a fix then they can apply it as well.

What doesn't make sense is why it works for one person but not another, in the same browser, same computer, same user logged into the OS, just not into Gmail.

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Answer 5

katieHC

Level 1

9 points

Aug 2, 2017 12:46 PM in response to giveen

I am also experiencing this problem, but only with my work email that is hosted by Gmail (which does not have an @gmail address). When I log in on Safari with my personal @gmail account, it displays fine.

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Answer 6

nako

Level 1

4 points

Aug 2, 2017 12:00 PM in response to giveen

This really makes it sound like there's an update being rolled out to Gmail users gradually. (As I understand, changes to Gmail are not released to everyone at once, but staged out over days/weeks.)

That said, the same accounts that are broken in Safari work fine in Firefox and Chrome, so Apple will probably need to fix this.

Reply

Answer 7

giveen Author

Level 1

10 points

Aug 2, 2017 12:46 PM in response to Eric Root

EtreCheck version: 3.4.2 (436)

Report generated 2017-08-02 11:51:02

Download EtreCheck from https://etrecheck.com

Runtime: 2:00

Performance: Excellent

Click the [Lookup] links for more information from Apple Support Communities.

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

Click the [Remove/Report] links to remove adware or update the whitelist of legitimate software.

Click the [Clean up] link to delete unused files.

Problem: Apps are crashing

Description:

Gmail does not work in G Suites

Hardware Information: ⓘ

MacBook (Retina, 12-inch, Early 2016)

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

MacBook - model: MacBook9,1

1 1.1 GHz Intel Core m3 (m3-6Y30) CPU: 2-core

8 GB RAM Not upgradeable

BANK 0/DIMM0

4 GB LPDDR3 1867 MHz ok

BANK 1/DIMM0

4 GB LPDDR3 1867 MHz ok

Bluetooth: Good - Handoff/Airdrop2 supported

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

Battery: Health = Normal - Cycle count = 98

iCloud Quota: 3.92 GB available

Video Information: ⓘ

Intel HD Graphics 515 - VRAM: 1536 MB

Color LCD 2560 x 1600

Disk Information: ⓘ

APPLE SSD AP0256J disk0: (251 GB) (Solid State - TRIM: Yes)

(disk0s1) <not mounted> [EFI]: 315 MB

(disk0s2) <not mounted> [CoreStorage Container]: 250.04 GB

Recovery HD (disk0s3 - Journaled HFS+) <not mounted> [Recovery]: 650 MB

USB Information: ⓘ

USB30Bus

Virtual disks: ⓘ

Macintosh HD (disk1 - Journaled HFS+) / [Startup]: 249.68 GB (202.13 GB free)

Physical disk: disk0s2 250.04 GB Online

System Software: ⓘ

macOS Sierra 10.12.6 (16G29) - Time since boot: less than an hour

Gatekeeper: ⓘ

Mac App Store and identified developers

Possible adware: ⓘ

Unknown file: ~/Library/LaunchAgents/com.Mughthesec.plist

~/Library/Application Support/com.Mughthesec/Mughthesec r

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

Adware: ~/Library/LaunchAgents/com.player.navigate.update.plist

3 possible adware files found. [Remove/Report]

Clean up: ⓘ

/Library/LaunchAgents/com.cisco.anyconnect.gui.plist

open --wait-apps /Applications/Cisco/Cisco AnyConnect Secure Mobility Client.app

Executable not found!

~/Library/LaunchAgents/com.CoreUpdates.agent.plist

/Applications/CoreUpdates/CoreUpdates -guid 68655422757454744 -source sup-1723

Executable not found!

~/Library/LaunchAgents/com.OptiBuy.agent.plist

/Applications/OptiBuy/OptiBuy -guid 68655422757454744 -source sup-1723 -brand OptiBuy -dt 1497133591 -home ~ -tracking_url http:/events.optibuymac.com

Executable not found!

~/Library/LaunchAgents/com.player.navigate.update.plist

~/Library/Application Support/player/player.app/Contents/MacOS/Installer -evnt agnt -oprID 80861039|00351|1000023|1|0|1|0|71cedf1e1|29052017|06994242|MTI1|U2FmZUZpbmRlck1 hYw==|VVM=|VW5pdGVkIFN0YXRlcw==|R29vZ2xl -dBrowser Safari

Executable not found!

4 orphan files found. [Clean up]

Kernel Extensions: ⓘ

/Library/Application Support/Symantec/AntiVirus

[loaded] com.symantec.kext.SymAPComm (100.1f1 - SDK 10.8) [Lookup]

/Library/Extensions

[loaded] com.symantec.kext.internetSecurity (5.2.2 - SDK 10.11) [Lookup]

[loaded] com.symantec.kext.ips (3.5.1 - SDK 10.8) [Lookup]

[loaded] com.symantec.kext.ndcengine (1.0 - SDK 10.8) [Lookup]

System Launch Agents: ⓘ

[not loaded] 6 Apple tasks

[loaded] 183 Apple tasks

[running] 93 Apple tasks

System Launch Daemons: ⓘ

[not loaded] 39 Apple tasks

[loaded] 178 Apple tasks

[running] 100 Apple tasks

Launch Agents: ⓘ

[loaded] com.cisco.anyconnect.gui.plist (? 40bd3462 0 - installed 2013-12-12) [Lookup] - --wait-apps: Executable not found!

[loaded] com.google.keystone.agent.plist (Google, Inc. - installed 2017-07-10) [Lookup]

[running] com.jamfsoftware.jamf.agent.plist (JAMF Software - installed 2017-07-28) [Lookup]

[loaded] com.oracle.java.Java-Updater.plist (? baf3b6f0 be93c7fb - installed 2017-05-11) [Lookup]

[running] com.symantec.uiagent.application.plist (? b32da46a 36a0c8c8 - installed 2016-10-14) [Lookup]

Launch Daemons: ⓘ

[loaded] com.adobe.fpsaud.plist (? 2afb3af7 18a4fa69 - installed 2017-06-23) [Lookup]

[running] com.cisco.anyconnect.vpnagentd.plist (? a7cbca7 670a29ce - installed 2013-12-12) [Lookup]

[loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2017-07-27) [Lookup]

[running] com.jamfsoftware.jamf.daemon.plist (JAMF Software - installed 2017-07-28) [Lookup]

[not loaded] com.jamfsoftware.startupItem.plist (Shell Script 44b5eabd - installed 2017-07-28) [Lookup]

[loaded] com.jamfsoftware.task.1.plist (JAMF Software - installed 2017-07-28) [Lookup]

[loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2017-07-11) [Lookup]

[loaded] com.microsoft.office.licensingV2.helper.plist (? 689758eb 56e8a673 - installed 2015-07-01) [Lookup]

[loaded] com.oracle.java.Helper-Tool.plist (Shell Script e3fefdd2 - installed 2017-03-15) [Lookup]

[loaded] com.symantec.liveupdate.daemon.ondemand.plist (? bc39b4cd b6498469 - installed 2016-09-09) [Lookup]

[loaded] com.symantec.liveupdate.daemon.plist (Symantec - installed 2016-09-09) [Lookup]

[running] com.symantec.sharedsettings.plist (Symantec - installed 2016-09-09) [Lookup]

[running] com.symantec.symdaemon.plist (? a68b52a6 6b065d28 - installed 2016-09-09) [Lookup]

User Launch Agents: ⓘ

[failed] com.CoreUpdates.agent.plist (? 1a3488b5 0 - installed 2017-06-10) [Lookup] - /Applications/CoreUpdates/CoreUpdates: Executable not found!

[loaded] com.Mughthesec.plist (? d650479f 6d67fd99 - installed 2017-07-25) [Lookup]

[failed] com.OptiBuy.agent.plist (? fc94b438 0 - installed 2017-06-10) [Lookup] - /Applications/OptiBuy/OptiBuy: Executable not found!

[running] com.pcv.hlpramcn.plist (? 5f60ba0c 579077d5 - installed 2017-07-25) Adware! [Remove/Report]

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

[failed] com.player.navigate.update.plist (? 804dfbec 0 - installed 2017-06-10) Adware! [Remove/Report]

User Login Items: ⓘ

iTunesHelper Application (Apple, Inc. - installed 2017-05-11)

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

Internet Plug-ins: ⓘ

FlashPlayer-10.6: 26.0.0.137 (installed 2017-07-25) [Lookup]

QuickTime Plugin: 7.7.3 (installed 2017-07-28)

AdobePDFViewerNPAPI: 11.0.10 (installed 2016-10-06) [Lookup]

AdobePDFViewer: 11.0.10 (installed 2016-10-06) [Lookup]

Flash Player: 26.0.0.137 (installed 2017-07-25) [Lookup]

o1dbrowserplugin: 5.41.3.0 (installed 2015-12-11) [Lookup]

googletalkbrowserplugin: 5.41.3.0 (installed 2015-12-11) [Lookup]

JavaAppletPlugin: Java 8 Update 131 build 11 (installed 2017-05-11) Check version

3rd Party Preference Panes: ⓘ

Flash Player (installed 2017-06-23) [Lookup]

Java (installed 2017-05-11) [Lookup]

Symantec QuickMenu (installed 2016-10-14) [Lookup]

Time Machine: ⓘ

Time Machine not configured!

Top Processes by CPU: ⓘ

17% mds

12% mdworker

11% mdworker

5% WindowServer

3% kernel_task

Top Processes by Memory: ⓘ

645 MB kernel_task

444 MB Google Chrome Helper

349 MB SymDaemon

149 MB Google Chrome

109 MB mds_stores

Top Processes by Network Use: ⓘ

Input Output Process name

71 KB 48 KB mDNSResponder

23 KB 5 KB com.apple.WebKit.Networking

11 KB 12 KB apsd

4 KB 3 KB assistantd

4 KB 1 KB netbiosd

Top Processes by Energy Use: ⓘ

7.16 WindowServer

0.54 SymDaemon

0.32 Google Chrome Helper

0.20 thermald

Virtual Memory Information: ⓘ

4.26 GB Available RAM

1.98 GB Free RAM

3.74 GB Used RAM

2.28 GB Cached files

0 B Swap Used

Software installs: ⓘ

Microsoft AutoUpdate: (installed 2017-07-11)

Microsoft Excel for Mac: (installed 2017-07-11)

Adobe Flash Player: (installed 2017-07-11)

Microsoft Word for Mac: (installed 2017-07-11)

Microsoft PowerPoint for Mac: (installed 2017-07-11)

Adobe Flash Player: (installed 2017-07-25)

Install information may not be complete.

Diagnostics Information: ⓘ

2017-08-01 12:20:40 Firefox.app High CPU use [Open] [Details]

Reply

Answer 8

Eric Root

Level 10

684,597 points

Aug 2, 2017 4:32 PM in response to giveen

Possible adware: ⓘ

Unknown file: ~/Library/LaunchAgents/com.Mughthesec.plist

~/Library/Application Support/com.Mughthesec/Mughthesec r

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

Adware: ~/Library/LaunchAgents/com.player.navigate.update.plist

3 possible adware files found. [Remove/Report]

Clean up: ⓘ

/Library/LaunchAgents/com.cisco.anyconnect.gui.plist

open --wait-apps /Applications/Cisco/Cisco AnyConnect Secure Mobility Client.app

Executable not found!

~/Library/LaunchAgents/com.CoreUpdates.agent.plist

/Applications/CoreUpdates/CoreUpdates -guid 68655422757454744 -source sup-1723

Executable not found!

~/Library/LaunchAgents/com.OptiBuy.agent.plist

/Applications/OptiBuy/OptiBuy -guid 68655422757454744 -source sup-1723 -brand OptiBuy -dt 1497133591 -home ~ -tracking_url http:/events.optibuymac.com

Executable not found!

~/Library/LaunchAgents/com.player.navigate.update.plist

~/Library/Application Support/player/player.app/Contents/MacOS/Installer -evnt agnt -oprID 80861039|00351|1000023|1|0|1|0|71cedf1e1|29052017|06994242|MTI1|U2FmZUZpbmRlck1 hYw==|VVM=|VW5pdGVkIFN0YXRlcw==|R29vZ2xl -dBrowser Safari

Executable not found!

4 orphan files found. [Clean up]

Run the report again and click [Remove/Report] and [Clean up].

I would uninstall Symantec. It tends to interfere with the computer's operation while providing minimal to no benefit unless you work with Windows files.

Symantec Uninstaller

Reply

Answer 9

Eric Root

Level 10

684,597 points

Aug 3, 2017 6:35 AM in response to giveen

Two more adware.

[running] com.pcv.hlpramcn.plist (? 5f60ba0c 579077d5 - installed 2017-07-25) Adware! [Remove/Report]

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

[failed] com.player.navigate.update.plist (? 804dfbec 0 - installed 2017-06-10) Adware! [Remove/Report]

Reply

Answer 10

giveen Author

Level 1

10 points

Aug 3, 2017 8:27 AM in response to giveen

Thank you for contacting G Suite Support. My name is Jose and I'll be assisting you with this consult.

I understand that you are getting issues with Gmail not rendering as expected in Safari.

The issue you reported was reviewed by our Product Engineers and its priority was confirmed as high.

The issue is currently pending action from the Product Engineering Team and it will be worked based on its priority. We will provide you with updates as soon as we receive further information..

This support ticket was already added to the updates list. You will receive any update about this issue as soon as it's available.

I apologize for any inconvenience that this may have caused and appreciate your patience in this matter.

Please reply back to this message if you have any question or if you need additional assistance.

I look forward to hear from you.

Sincerely,

Jose

Google Cloud Support

Reply

Answer 11

Aug 7, 2017 5:14 AM in response to giveen

It's not just you. Three of our users so far are experiencing this issue. I'm on a chat with Google right now about it. I believe it's an issue with Safari 10 and only with specific users. Logging in an affected user to any computer running Safari 10 will yield the same result. However, if you log in that same user to a computer running Safari 9, then there's no issue.

I believe it's on Google's end until proven otherwise.

Reply

Answer 12

Aug 7, 2017 5:40 AM in response to ctksteve

That's strange. I've contacted GSuite support about this issue twice and they refuse to help me. They claim that they are unable to support, or even report, issues regarding Safari. Did you go through the GSuite admin support?

Reply

Answer 13

nako

Level 1

4 points

Aug 7, 2017 5:57 AM in response to giveen

Just to confirm that Google is aware of and working on this issue, this resolved for me without any software updates or reboots on my side. I had two Gmail accounts affected by this problem, and both now work as intended.

Hopefully Google will push this update to others soon.

Reply

Answer 14

adam875

Level 1

4 points

Sep 11, 2017 4:26 AM in response to giveen

Similar issue here, though it looks a little different and affects all my Gmail accounts (both business and personal) on two different Macs. But it's intermittent. Sometimes it loads fine and usually I can refresh the page (sometimes it takes a few tries) to get it to render properly. Once it's there, it's there, and I can click around internally and it's fine until I close it. So it's not the end of the world but it sure is annoying!

Just this second it occurred to me to turn my Flash-blocker off and that MAY have fixed it? Does anyone else have one of those?

Reply

Answer 15

ctksteve

Level 1

4 points

Aug 2, 2017 3:09 PM in response to giveen

I have this issue too. I contacted GSuite support and they know about the issue with no ETA on a resolution.

I'd recommend anyone with the issue to contact Google support team.

Reply