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Question:

Question: Lost internet after virus infection

I acquired and, with the help of Webroot and Malwarebyte, eliminated the virus masquerading as FlashPlayer. Since then, however, my Mac, which runs the OS just prior to the current one, has not been able to go onto the Internet. It detects the wireless signal and the signal via Ethernet cable, and I can connect other computers to the internet. My browsers, however, think there is no Internet connection available. I'm guessing that some crucial files or settings were deleted along with the virus files. The trash has been emptied, so I can't get the files back, and I have re-installed the OS, to no avail.


I don't want to totally reformat the hard and install the OS as if a new machine because I have Parallels on the Mac and the MS office suite, which I will not be able to obtain again without paying for it.


Has anyone else had a similar experience and know what to do about it? Right now I'm on a PC laptop, but I love my Mac and want it back up and running.


It's a 2011 Mac
Sierra versions 10.12.6

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Nov 17, 2017 11:00 AM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

Fred-Norfolk, VA wrote:


I don't want to totally reformat the hard and install the OS as if a new machine because I have Parallels on the Mac and the MS office suite, which I will not be able to obtain again without paying for it.

You're not going to get much sympathy here over the fact that you're going to lose access to your illegally obtained software. I have no doubt that bootlegging software is how you ended up with malware to begin with.


Reformat the drive and reinstall macOS. And stop stealing software.

Nov 17, 2017 11:00 AM

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Nov 17, 2017 11:59 AM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

Since you purchased your software, you can certainly reinstall it after reinstalling macOS 🙂 you can contact the relevant vendors prior to doing so to confirm how that would work.


Have you tried setting a new network location? How to use network locations on your Mac - Apple Support

Nov 17, 2017 11:59 AM

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Nov 17, 2017 12:13 PM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

Fred-Norfolk, VA wrote:


****
There is not a piece of software on my computer that I either didn't pay for or that wasn't available for free.

<Edited by Host>

Then please explain why you would not be able to re-install Parallels or MS Office without paying for them? If you have legally obtained them, you can re-install them without issues.

Nov 17, 2017 12:13 PM

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Nov 17, 2017 5:47 PM in response to minacrime In response to minacrime

The problem is the Microsoft Office for Windows. I obtained that through a special, one time, very-low-price offer made directly from Microsoft to all of an employer's employees. It allowed installation on two computers. The Windows on my Mac was one and a PC laptop was the other one I installed it on. It was not an annual subscription kind of installation but rather a free-standing installation for which I have no CD. I also have no way of contacting the folks at Microsoft who managed the offer, so my chances of getting that installation back seem bleak at best. And that, plus the enormous investment of time it will take to reinstall the softwares and do all the reconfiguring and customizing will take days. I do not cherish the prospect. And THAT's why I don't want to have to reformat and re-install the hard disk all over again. Oh, and there's one more issue: the newest version of Apple's OS is not fully compatible with the 2016 version of MS Office, and I'm not sure how I would re-install their next-to-the-oldest version.

Nov 17, 2017 5:47 PM

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Nov 17, 2017 5:56 PM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

Fred-Norfolk, VA wrote:


The problem is the Microsoft Office for Windows. I obtained that through a special, one time, very-low-price offer made directly from Microsoft to all of an employer's employees. It allowed installation on two computers. The Windows on my Mac was one and a PC laptop was the other one I installed it on. It was not an annual subscription kind of installation but rather a free-standing installation for which I have no CD. I also have no way of contacting the folks at Microsoft who managed the offer, so my chances of getting that installation back seem bleak at best.

If you'd kept the information you were given when you got it, including the installation keys, it wouldn't be a problem.

the newest version of Apple's OS is not fully compatible with the 2016 version of MS Office, and I'm not sure how I would re-install their next-to-the-oldest version.

That is absolute bunk. It's the older versions that tend to have issues with High Sierra, not Office 2016. Office 2011 and earlier are no longer supported by Microsoft at all.

And that, plus the enormous investment of time it will take to reinstall the softwares and do all the reconfiguring and customizing will take days.

What, you don't make backups? If you had a Time machine backup, getting it back to a working state is relatively simple.

Nov 17, 2017 5:56 PM

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Nov 17, 2017 6:31 PM in response to KiltedTim In response to KiltedTim

****

With regard to MS 2016 Office, you are dead wrong. MS put out the word expressly stating that it did not certify compatibility with the most recent version of Apple's OS.


And I do have a Time Machine backup, but since I just got rid of a virus how do I know it did not infect that hard drive? And since Webroot could not delete some of the files it identified and mentioned unplugging external drives, I did not plug the external drive back in.

****
<Edited by Host>

Nov 17, 2017 6:31 PM

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Nov 17, 2017 7:44 PM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

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

Nov 17, 2017 7:44 PM

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Nov 17, 2017 7:57 PM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

Fred-Norfolk, VA wrote:


With regard to MS 2016 Office, you are dead wrong. MS put out the word expressly stating that it did not certify compatibility with the most recent version of Apple's OS.

Sorry. You don't know what you're talking about.

Microsoft Office support for macOS 10.13 High Sierra - Office Support

"As of September 25, 2017, macOS 10.13 High Sierra is publically available for all Mac users to install. Office 2016 for Mac is fully supported on High Sierra. For the best experience, we recommend you update Office to version 15.38 or later."


And I do have a Time Machine backup, but since I just got rid of a virus how do I know it did not infect that hard drive? And since Webroot could not delete some of the files it identified and mentioned unplugging external drives, I did not plug the external drive back in.

You restore from a point prior to when you managed to install the malware...

Nov 17, 2017 7:57 PM

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Nov 17, 2017 11:13 PM in response to Fred-Norfolk, VA In response to Fred-Norfolk, VA

See some articles macOS Sierra: Combine Ethernet ports into one virtual Ethernet port

Non-responsive DNS server or invalid DNS configuration can cause long delay before webpages load - Apple Support

Make sure uncheck the boxes of proxies , correct DNS google settings are 8.8.8.8 and 8.8.4.4 or the correct DNS settings provided by the service provider , your ISP router must be set to automatic .

In your video while performing network diagnostics - DHCP ( dynamic host control protocol ) will change and will provide the user a different external IP address from the pool of IP addresses .

As for broadband connections when ever the user switch off the router and again restart it , a new IP address is allocated .

You are switching from ethernet port > to wifi thats the reason the wifi or ISP failed is shown ( having red dots in front of them ) .

Nov 17, 2017 11:13 PM

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Nov 18, 2017 5:52 AM in response to KiltedTim In response to KiltedTim

I did in fact misspeak regarding MS Office. I have 2016 Windows version installed through Parallels. Office 2011 is the Mac version of the software, and it is the 2011 version that MS said they would not certify as compatible with Apple’s most recent OS.

Nov 18, 2017 5:52 AM

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Nov 18, 2017 5:54 AM in response to Eric Root In response to Eric Root

EtreCheck version: 3.4.6 (460)

Report generated 2017-11-18 08:39:03

Download EtreCheck from https://etrecheck.com

Runtime: 8:24

Performance: Below Average


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

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


Problem: Other problem

Description:

No internet access even though computer detects signal


Hardware Information:

27" iMac (Early 2011)

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

iMac - model: iMac12,2

1 3.1 GHz Intel Core i5 (i5-2400) CPU: 4-core

16 GB RAM Upgradeable - [Instructions]

BANK 0/DIMM0

4 GB DDR3 1333 MHz ok

BANK 1/DIMM0

4 GB DDR3 1333 MHz ok

BANK 0/DIMM1

4 GB DDR3 1333 MHz ok

BANK 1/DIMM1

4 GB DDR3 1333 MHz ok

Handoff/Airdrop2: not supported

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


Video Information:

AMD Radeon HD 6970M - VRAM: 1024 MB

iMac 1920 x 1080


Disk Information:

Samsung SSD 850 EVO 1TB disk0: (1 TB) (Solid State - TRIM: No)

[Show SMART report]

EFI (disk0s1 - MS-DOS FAT32) <not mounted> [EFI]: 210 MB

Macintosh HD (disk0s2 - Journaled HFS+) / [Startup]: 999.35 GB (658.70 GB free)

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


OPTIARC DVD RW AD-5680H ()


USB Information:

USB20Bus

Apple Inc. FaceTime HD Camera (Built-in)

hub_device

Logitech USB Receiver

Apple Inc. BRCM2046 Hub

Apple Inc. Bluetooth USB Host Controller

USB20Bus

hub_device

SanDisk Cruzer Fit

Cruzer Fit disk1: (16.01 GB)

THUMBDRIVE (disk1s1 - MS-DOS FAT32) /Volumes/THUMBDRIVE : 16.01 GB (12.99 GB free)

Apple Computer, Inc. IR Receiver

Apple Card Reader


Thunderbolt Information:

Apple Inc. thunderbolt_bus


System Software:

macOS Sierra 10.12.6 (16G29) - Time since boot: about 11 hours


Gatekeeper:

Mac App Store and identified developers


Kernel Extensions:

/Applications/Parallels Desktop.app

[not loaded] com.parallels.kext.hypervisor (11.2.3 32663 - SDK 10.9) [Lookup]

[not loaded] com.parallels.kext.netbridge (11.2.3 32663 - SDK 10.9) [Lookup]

[not loaded] com.parallels.kext.usbconnect (11.2.3 32663 - SDK 10.9) [Lookup]

[not loaded] com.parallels.kext.vnic (11.2.3 32663 - SDK 10.9) [Lookup]


/Applications/Smart Switch/SmartSwitch.app

[not loaded] com.devguru.driver.SamsungACMControl (1.4.42 - SDK 10.6) [Lookup]

[not loaded] com.devguru.driver.SamsungACMData (1.4.42 - SDK 10.6) [Lookup]

[not loaded] com.devguru.driver.SamsungComposite (1.4.42 - SDK 10.6) [Lookup]

[not loaded] com.devguru.driver.SamsungMTP (1.4.42 - SDK 10.5) [Lookup]

[not loaded] com.devguru.driver.SamsungSerial (1.4.42 - SDK 10.6) [Lookup]


/Applications/Webroot SecureAnywhere.app

[loaded] com.webroot.driver.WebrootSecureAnywhere (8.0.4 - SDK 10.7) [Lookup]


/Applications/Wireless Auto Import.app

[not loaded] com.sony.driver.dsccamFirmwareUpdaterType00 (1.2.00.11201 - SDK 10.5) [Lookup]


/Library/Extensions

[loaded] com.malwarebytes.mbam.rtprotection (3.1 - SDK 10.12) [Lookup]

[loaded] com.paragon-software.filesystems.ntfs (15.1.26 - SDK 10.10) [Lookup]

[loaded] com.techsmith.TACC (1.0.3 - SDK 10.10) [Lookup]


/System/Library/Extensions

[loaded] com.Cycling74.driver.Soundflower (1.6.6 - SDK 10.6) [Lookup]

[not loaded] com.elgato.driver.DontMatchAfaTech (1.1) [Lookup]

[not loaded] com.elgato.driver.DontMatchCinergy450 (1.1) [Lookup]

[not loaded] com.elgato.driver.DontMatchCinergyXS (1.1) [Lookup]

[not loaded] com.elgato.driver.DontMatchEmpia (1.1) [Lookup]

[not loaded] com.elgato.driver.DontMatchVoyager (1.1) [Lookup]

[not loaded] com.logmein.driver.LogMeInSoundDriver (1.0.3 - SDK 10.5) [Lookup]


System Launch Agents:

[not loaded] 7 Apple tasks

[loaded] 178 Apple tasks

[running] 97 Apple tasks


System Launch Daemons:

[not loaded] 40 Apple tasks

[loaded] 171 Apple tasks

[running] 106 Apple tasks


Launch Agents:

[not loaded] com.adobe.AAM.Updater-1.0.plist (Adobe Systems, Inc. - installed 2017-08-02) [Lookup]

[failed] com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (Adobe Systems, Inc. - installed 2017-01-12) [Lookup]

[loaded] com.divx.dms.agent.plist (? bf9bdaf7 a2fbc8ba - installed 2016-07-22) [Lookup]

[loaded] com.divx.update.agent.plist (DivX, LLC - installed 2016-07-22) [Lookup]

[failed] com.google.keystone.agent.plist (Google, Inc. - installed 2017-09-27) [Lookup]

[running] com.malwarebytes.mbam.frontend.agent.plist (Malwarebytes Corporation - installed 2017-11-16) [Lookup]

[loaded] com.oracle.java.Java-Updater.plist (? 8247015e 72ac4dde - installed 2017-10-19) [Lookup]

[loaded] com.paragon-software.facebook.agent.plist (? 95fb0bd4 e9648c48 - installed 2016-12-01) [Lookup]

[running] com.paragon-software.ntfs.notification-agent.plist (Paragon Software GmbH - installed 2017-11-10) [Lookup]

[loaded] com.paragon.updater.plist (Paragon Software GmbH - installed 2016-12-01) [Lookup]

[running] com.rosettastone.rosettastonedaemon.plist (Rosetta Stone Ltd. - installed 2014-12-19) [Lookup]

[running] com.sony.WirelessAutoImportLauncher.agent.plist (? c33fba7e 5d9a4df8 - installed 2012-11-20) [Lookup]

[not loaded] com.webroot.WRMacApp.plist (? 7330a2e1 8a07dadc - installed 2017-11-02) [Lookup]

[loaded] org.macosforge.xquartz.startx.plist (Apple Inc. - XQuartz - installed 2013-11-10) [Lookup]


Launch Daemons:

[running] com.aaa.windscribe.OVPNHelper.plist (Windscribe Limited - installed 2017-08-16) [Lookup]

[loaded] com.aaa.windscribe.firewall_on.plist (Shell Script 743441e9 - installed 2017-11-15)

[loaded] com.adobe.ARMDC.Communicator.plist (Adobe Systems, Inc. - installed 2017-01-12) [Lookup]

[loaded] com.adobe.ARMDC.SMJobBlessHelper.plist (Adobe Systems, Inc. - installed 2017-01-12) [Lookup]

[running] com.adobe.agsservice.plist (Adobe Systems, Inc. - installed 2017-09-26) [Lookup]

[loaded] com.adobe.fpsaud.plist (? 2afb3af7 a56d5fc2 - installed 2017-10-25) [Lookup]

[loaded] com.google.keystone.daemon.plist (Google, Inc. - installed 2017-10-12) [Lookup]

[loaded] com.malwarebytes.MBAMHelperTool.plist (Malwarebytes Corporation - installed 2016-01-24) [Lookup]

[running] com.malwarebytes.mbam.rtprotection.daemon.plist (Malwarebytes Corporation - installed 2017-11-16) [Lookup]

[running] com.malwarebytes.mbam.settings.daemon.plist (Malwarebytes Corporation - installed 2017-11-16) [Lookup]

[loaded] com.microsoft.autoupdate.helper.plist (Microsoft Corporation - installed 2017-10-11) [Lookup]

[loaded] com.microsoft.office.licensing.helper.plist (? 6d8cb30e afb3bef0 - installed 2010-08-25) [Lookup]

[loaded] com.oracle.java.Helper-Tool.plist (Shell Script e3fefdd2 - installed 2017-09-05) [Lookup]

[running] com.paragon-software.installer.plist (Paragon Software GmbH - installed 2017-11-10) [Lookup]

[loaded] com.paragon-software.ntfs.loader.plist (Apple, Inc. - installed 2017-10-30)

[running] com.paragon-software.ntfsd.plist (Paragon Software GmbH - installed 2017-10-30) [Lookup]

[running] com.webroot.security.mac.plist (? e491c976 aad69cb4 - installed 2017-11-02) [Lookup]

[running] com.webroot.webfilter.mac.plist (Webroot Software, Inc. - installed 2017-11-16) [Lookup]

[loaded] org.macosforge.xquartz.privileged_startx.plist (Apple Inc. - XQuartz - installed 2013-11-10) [Lookup]


User Launch Agents:

[loaded] com.adobe.AAM.Updater-1.0.plist (Adobe Systems, Inc. - installed 2017-07-30) [Lookup]

[loaded] com.adobe.ARM.[...].plist (? 560d19c8 ac8ed034 - installed 2017-08-25) [Lookup]

[loaded] com.dropbox.DropboxMacUpdate.agent.plist (Dropbox, Inc. - installed 2017-08-10) [Lookup]

[running] com.dtv.vgconnect.plist (Shell Script aaab42d2 - installed 2017-07-15)

[loaded] com.dtv.vgconnect.uninstall.plist (Shell Script 293deee - installed 2017-07-15)

[running] com.hp.devicemonitor.plist (HP Inc. - installed 2017-11-17) [Lookup]

[running] com.microsoft.LaunchAgent.SyncServicesAgent.plist (? 5fe0fad6 844ec710 - installed 2017-11-17) [Lookup]

[loaded] com.skype.skype.shareagent.plist (Skype Communications S.a.r.l - installed 2017-10-24) [Lookup]

[failed] com.wondershare.mobilegodaemon.plist (? 217baec2 0 - installed 2015-09-25) [Lookup]


User Login Items:

Scenario Application - Hidden

(/Applications/Scenario.app)

iTunesHelper Application (Apple, Inc. - installed 2017-10-31)

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

Dropbox Application

(/Applications/Dropbox.app)

Rogue Amoeba Schedule Helper Application

(/Library/Application Support/Audio Hijack Pro/Rogue Amoeba Schedule Helper.app)

Google Chrome Application

(/Applications/Google Chrome.app)

smcFanControl Application

(/Applications/smcFanControl.app)

InfiniteHD Application

(~/Library/Octoshape/InfiniteHD.app)

EyeTV Helper Application

(/Library/Application Support/EyeTV/EyeTV Helper.app)

ElementsAutoAnalyzer Application

(/Applications/Adobe Elements 12 Organizer.app/Contents/ElementsAutoAnalyzer.app)

maxfanadjustment Application - Hidden

(/Applications/maxfanadjustment.app)

Canon IJ Network Scanner Selector EX Application - Hidden

(/Applications/Canon Utilities/IJ Network Scanner Selector EX/Canon IJ Network Scanner Selector EX.app)

Android File Transfer Agent Application

(~/Library/Application Support/Google/Android File Transfer/Android File Transfer Agent.app)

Google Photos Backup Application

(/Applications/Google Photos Backup.app)

Verizon Wireless Software Utility Application for Android Application - Hidden

(~/Verizon Software Update/Verizon Wireless Software Utility Application for Android.app)


Internet Plug-ins:

o1dbrowserplugin: 5.41.3.0 (installed 2015-12-17) [Lookup]

OVSHelper: 1.1 (installed 2016-07-22) [Lookup]

Flip4Mac WMV Plugin: 3.2.0.16 (installed 2014-03-19) [Lookup]

AdobeAAMDetect: AdobeAAMDetect 1.0.0.0 (installed 2017-07-30) [Lookup]

FlashPlayer-10.6: 27.0.0.187 (installed 2017-11-14) [Lookup]

AdobePDFViewerNPAPI: 15.010.20060 (installed 2016-03-08) [Lookup]

DivX Web Player: 3.6.0.9 (installed 2016-06-28) [Lookup]

QuickTime Plugin: 7.7.3 (installed 2017-07-15)

Flash Player: 27.0.0.187 (installed 2017-11-14) Cannot contact Adobe

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

iPhotoPhotocast: 7.0 (installed 2013-04-21)

AdobePDFViewer: 15.010.20060 (installed 2016-03-08) [Lookup]

PepperFlashPlayer: 27.0.0.187 (installed 2017-11-14) [Lookup]

npDDRia: 0.0.14.5 (installed 2016-08-18) [Lookup]

SharePointBrowserPlugin: 14.7.7 (installed 2017-09-14) [Lookup]

Silverlight: 5.1.41212.0 (installed 2016-02-04) [Lookup]

JavaAppletPlugin: Java 8 Update 151 build 12 (installed 2017-10-19) Check version


User internet Plug-ins:

OctoshapeWeb: 1.0 (installed 2015-11-17) [Lookup]

Picasa: 1.0 (installed 2015-09-25) [Lookup]

ZoomUsPlugIn: 3.5.7731.0123 (installed 2015-01-29) [Lookup]


Safari Extensions:

[enabled] racksearch - me (installed 2017-11-15)

[enabled] 1Password - AgileBits - https://agilebits.com/onepassword (installed 2017-11-08)

[not loaded] Open in Internet Explorer - Parallels - http://www.parallels.com (installed 2017-04-17)


3rd Party Preference Panes:

RCDefaultApp (installed 2009-09-19) [Lookup]

Flash Player (installed 2017-10-25) [Lookup]

Flip4Mac WMV (installed 2013-03-29) [Lookup]

Java (installed 2017-10-19) [Lookup]

MusicManager (installed 2015-11-17) [Lookup]

NTFS (installed 2017-10-30) [Lookup]


Time Machine:

Skip System Files: NO

Mobile backups: OFF

Auto backup: YES

Volumes being backed up:

Macintosh HD: Disk size: 999.35 GB Disk used: 340.65 GB

Destinations:

Backup [Local]

Total size: 650.13 GB

Total number of backups: 23

Oldest backup: 8/21/17, 5:02 PM

Last backup: 11/17/17, 8:00 AM

Size of backup disk: Too small

Backup size 650.13 GB < (Disk used 340.65 GB X 3)


Top Processes by CPU:

11% com.apple.preference.network.remoteservice

8% WindowServer

5% System Preferences

5% kernel_task

2% hidd


Top Processes by Memory:

1.14 GB kernel_task

365 MB mds_stores

211 MB Google Chrome

145 MB Dropbox

135 MB Finder


Top Processes by Network Use:

Input Output Process name

378 KB 205 KB mDNSResponder

31 KB 59 KB CNSSelectorAgent

43 KB 8 KB netbiosd

5 KB 0 B PCShowServerPMWrapper

0 B 496 B SystemUIServer


Top Processes by Energy Use:

5.96 WindowServer

0.90 com.apple.preference.network.remoteservice

0.56 Google Photos Backup

0.48 hidd


Virtual Memory Information:

11.68 GB Available RAM

4.71 GB Free RAM

4.32 GB Used RAM

6.97 GB Cached files

0 B Swap Used


Software installs (last 30 days):

Adobe Flash Player: (installed 2017-10-25)

Adobe Pepper Flash Player: (installed 2017-10-26)

product: (installed 2017-11-10)

Adobe Flash Player: (installed 2017-11-14)

Adobe Pepper Flash Player: (installed 2017-11-14)

MegaBackup: (installed 2017-11-15)

MegaBackup: (installed 2017-11-15)

Malwarebytes for Mac: (installed 2017-11-16)


Install information may not be complete.


Diagnostics Events (last 3 days for minor events):

2017-11-18 08:28:25 WSDaemon High CPU use [Open] [Details]

2017-11-17 20:50:13 InfiniteHD.app Crash [Open]

2017-11-17 20:50:01 Last shutdown cause: 0 - Power loss

2017-11-17 08:55:52 EtreCheck.app Crash [Open]

Cause: *** Terminating app due to uncaught exception 'NSInvalidArgumentException', reason: '*** -[__NSArrayM insertObject:atIndex:]: object cannot be nil'

terminating with uncaught exception of type NSException

abort() called

2017-11-17 08:09:44 Webroot SecureAnywhere.app Crash [Open]

2017-11-15 16:10:28 iCloudPref.prefPane Crash [Open]

Cause: Crashing on exception: host first responder change already in progress

Nov 18, 2017 5:54 AM

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User profile for user: Fred-Norfolk, VA

Question: Lost internet after virus infection