Safari won't let me sign in to BBC account

Question

Level 1

10 points

Safari won't let me sign in to BBC account

I want to sign in to my BBC account, but when I click on Sign in, the first error page says 'Safari can't open the page, the operation could not be completed, 'KCFErrorDomainCFNetworkError 303'.

When I reload this page the error message changes to 'Safari can't open Safari-resource:/Errorpage html because MacOS doesn't recognise internet address starting with safari-resource'.

I have been in touch with BBC and they suggested clearing history, cache and ensuring cookies are correct, all of which I have done. I have just reinstalled High Sierra and the updates, to resolve my issue, but this has not worked. After all this I still cannot access my BBC account sign in, but I can from my Windows tablet and phone. So where is the conflict with Safari? This has only been a problem since installing High Sierra... I think.

iMac, OS X Yosemite (10.10.5)

Posted on Jan 14, 2018 7:04 AM

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Answer 1

Jan 16, 2018 5:53 AM in response to Janiegel

Uninstall CleanMyMac3 and Kaspersky Anti-Virus according to their instructions. Two of the worst programs you could have installed.

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Answer 2

John Galt

Level 10

155,300 points

Jan 14, 2018 7:33 AM in response to Janiegel

'Safari can't open Safari-resource:/Errorpage html because MacOS doesn't recognise internet address starting with safari-resource'.

That means the link you are using to sign in to your BBC account is not formatted properly. A webpage link has to start with http:// or https://

If you are accessing that link by just clicking on it on a webpage then please provide that page's URL. Copy and paste it from Safari's "unified" URL field... the one that probably shows "Apple Inc" in it right now.

You should also review any Safari Extensions. Safari menu > Preferences > Extensions. If you see any Extensions you are not familiar with or don't want, click the Uninstall button and they will be gone. No Extensions are required for normal operation.

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Answer 3

John Galt

Level 10

155,300 points

Jan 15, 2018 6:33 AM in response to Janiegel

Something appears to be causing Safari to redirect to a URL that isn't a URL. "Safari-resource:/Errorpage html" is not a URL and makes no sense to Safari.

If you are so inclined here are some troubleshooting steps to follow, in no particular order:

If Safari doesn't load a page or webpage items are missing - Apple Support
If Safari is slow, stops responding, quits unexpectedly, or has other issues - Apple Support
How to use Internet plug-ins in Safari for Mac - Apple Support
"Safe Mode": Use safe mode to isolate issues with your Mac - Apple Support
Determine if the problems exist in Safe Mode. Then, restart normally.

If you don't get anywhere, you can use the following procedure to determine if the problem is internal or external to your Mac. Causes may involve your router, your ISP, the DNS Server(s) it uses, or certain user-configurable options.

Shut down your Mac.
Load macOS Recovery by holding ⌘ and r (two fingers) while you start your Mac with a third finger.
At the macOS Utilities screen, release those two fingers.
Choose Get Help Online.
Safari will launch, but it will lack your bookmarks, favorites, history and other preferences.

Determine if the problem persists while using Safari in that mode. After that, restart your Mac normally, and reply with your observations.

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Answer 4

Janiegel Author

Level 1

10 points

Jan 16, 2018 5:56 AM in response to John Galt

Hi John

I have had Kaspersky on my Mac for a couple years with no problem, but this latest version has caused the problem. All uninstalled, I have searched my Mac for anything further related and removed. The BBC sign in is now WORKING!

Thank you very much for your help, lesson is learnt. I didn't know that anti virus was considered junk for Macs, but I do now.

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Answer 5

John Galt

Level 10

155,300 points

Jan 14, 2018 2:59 PM in response to Janiegel

It's working OK on my Mac. Try signing in with this URL: https://account.bbc.com/signin

Does that work?

I have checked the extensions and the only thing it shows is my Internet security package which I have had for a couple years.

Try uninstalling it. Those things are worthless anyway, and will just prevent your Mac from working properly.

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Answer 6

John Galt

Level 10

155,300 points

Jan 15, 2018 11:06 AM in response to Janiegel

Correct. I can think of a few possible causes. The easiest way to find out what they may be is to download and run EtreCheck, here: https://etrecheck.com/.

Read about it, download it, run the program, copy its results, and paste them here.

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Answer 7

Jan 14, 2018 7:18 AM in response to Janiegel

To see if Safari is the problem you could try Google Chrome or Firefox.

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Answer 8

Janiegel Author

Level 1

10 points

Jan 16, 2018 2:52 AM in response to John Galt

EtreCheck version: 3.4.6 (460)

Report generated 2018-01-16 10:48:32

Download EtreCheck from https://etrecheck.com

Runtime: 4:03

Performance: Good

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

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

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

Problem: Other problem

Description:

Safari can’t open a page to allow me to sign in to a website. Cannot find the specified address.

Hardware Information: ⓘ

iMac (21.5-inch, Late 2013)

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

iMac - model: iMac14,1

1 2.7 GHz Intel Core i5 (i5-4570R) CPU: 4-core

8 GB RAM Upgradeable - [Instructions]

BANK 0/DIMM0

4 GB DDR3 1600 MHz ok

BANK 1/DIMM0

4 GB DDR3 1600 MHz ok

Handoff/Airdrop2: supported

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

Video Information: ⓘ

Intel Iris Pro - VRAM: 1536 MB

iMac 1920 x 1080

Disk Information: ⓘ

APPLE HDD HTS541010A9E662 disk0: (1 TB) (Rotational)

[Show SMART report]

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

(disk0s2) <not mounted> [CoreStorage Container]: 999.35 GB

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

USB Information: ⓘ

USB30Bus

Apple Inc. BRCM20702 Hub

Apple Inc. Bluetooth USB Host Controller

Apple Inc. FaceTime HD Camera (Built-in)

Thunderbolt Information: ⓘ

Apple Inc. thunderbolt_bus

Virtual disks: ⓘ

Macintosh HD (disk1 - Journaled HFS+) / [Startup]: 999.01 GB (909.20 GB free)

Physical disk: disk0s2 999.35 GB Online

System Software: ⓘ

macOS High Sierra 10.13.2 (17C205) - Time since boot: about 16 hours

Gatekeeper: ⓘ

Mac App Store and identified developers

Clean up: ⓘ

/Library/LaunchDaemons/com.wdc.WDPrivilegedHelper.plist

/Library/PrivilegedHelperTools/com.wdc.WDPrivilegedHelper

Executable not found!

One orphan file found. [Clean up]

Kernel Extensions: ⓘ

/Library/Extensions

[loaded] com.kaspersky.kext.kimul (46) [Lookup]

[loaded] com.kaspersky.kext.klif (3.5.2a8) [Lookup]

[loaded] com.kaspersky.kext.mark.1.0.6 (1.0.6 - SDK 10.9) [Lookup]

[loaded] com.kaspersky.nke (2.1.0) [Lookup]

System Launch Agents: ⓘ

[not loaded] 8 Apple tasks

[loaded] 172 Apple tasks

[running] 110 Apple tasks

System Launch Daemons: ⓘ

[not loaded] 36 Apple tasks

[loaded] 178 Apple tasks

[running] 117 Apple tasks

Launch Agents: ⓘ

[not loaded] com.adobe.AAM.Updater-1.0.plist (? ffb65062 17b9373f - installed 2015-08-06) [Lookup]

[loaded] com.adobe.CS5ServiceManager.plist (? 40cdc1ff 21868ea0 - installed 2016-03-15) [Lookup]

[running] com.kaspersky.kav.gui.plist (Kaspersky Lab UK Limited - installed 2017-12-09) [Lookup]

Launch Daemons: ⓘ

[loaded] com.adobe.fpsaud.plist (Adobe Systems, Inc. - installed 2017-12-14) [Lookup]

[loaded] com.apple.installer.osmessagetracing.plist (Apple, Inc. - installed 2017-12-01)

[running] com.kaspersky.kav.plist (Kaspersky Lab UK Limited - installed 2017-11-19) [Lookup]

[loaded] com.macpaw.CleanMyMac3.Agent.plist (MacPaw Inc. - installed 2018-01-14) [Lookup]

[loaded] com.wdc.WDPrivilegedHelper.plist (? 9f7f4405 0 - installed 2017-01-16) [Lookup] - /Library/PrivilegedHelperTools/com.wdc.WDPrivilegedHelper: Executable not found!

User Launch Agents: ⓘ

[loaded] com.adobe.AAM.Updater-1.0.plist (? 6a3cceca 17b9373f - installed 2015-08-07) [Lookup]

[loaded] com.macpaw.CleanMyMac3.Scheduler.plist (MacPaw Inc. - installed 2018-01-14) [Lookup]

[loaded] com.skype.skype.shareagent.plist (Skype Communications S.a.r.l - installed 2017-08-22) [Lookup]

Internet Plug-ins: ⓘ

FlashPlayer-10.6: 28.0.0.137 (installed 2018-01-09) [Lookup]

QuickTime Plugin: 7.7.3 (installed 2017-12-01)

Flash Player: 28.0.0.137 (installed 2018-01-09) [Lookup]

JavaAppletPlugin: 15.0.1 (installed 2015-08-06) Check version

PepperFlashPlayer: 28.0.0.137 (installed 2018-01-09) [Lookup]

Safari Extensions: ⓘ

None

3rd Party Preference Panes: ⓘ

Flash Player (installed 2017-12-14) [Lookup]

Time Machine: ⓘ

Skip System Files: NO

Mobile backups: OFF

Auto backup: NO - Auto backup turned off

Volumes being backed up:

Macintosh HD: Disk size: 999.01 GB Disk used: 89.81 GB

Destinations:

My Passport for Mac [Local]

Total size: 999.83 GB

Total number of backups: 25

Oldest backup: 09/11/2017, 17:36

Last backup: 10/01/2018, 17:51

Size of backup disk: Adequate

Backup size 999.83 GB > (Disk used 89.81 GB X 3)

Top Processes by CPU: ⓘ

6% WindowServer

2% kernel_task

0% fontd

0% AddressBookSourceSync

0% kav

Top Processes by Memory: ⓘ

787 MB kernel_task

340 MB kav

192 MB Opera

157 MB loginwindow

145 MB Dock

Top Processes by Network Use: ⓘ

Input Output Process name

2 MB 1007 KB mDNSResponder

135 KB 53 KB netbiosd

32 KB 17 KB kav

4 KB 3 KB apsd

0 B 408 B SystemUIServer

Top Processes by Energy Use: ⓘ

5.44 WindowServer

1.88 kav

0.90 trustd

0.30 launchservicesd

Virtual Memory Information: ⓘ

3.36 GB Available RAM

69 MB Free RAM

4.64 GB Used RAM

3.29 GB Cached files

0 B Swap Used

Software installs (last 30 days): ⓘ

Adobe Flash Player: (installed 2018-01-09)

Adobe Pepper Flash Player: (installed 2018-01-09)

Install information may not be complete.

Diagnostics Events (last 3 days for minor events): ⓘ

2018-01-15 10:44:00 Kaspersky Anti-Virus Agent.app Crash [Open]

Cause: *** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'Failed to load product bundle: /Applications/Kaspersky Anti-Virus For Mac.app'

terminating with uncaught exception of type NSException

abort() called

2018-01-13 15:18:19 Kaspersky Anti-Virus For Mac.app Crash [Open]

Cause: terminating with uncaught exception of type eka::CheckResultFailedException: CheckResultFailedException

abort() called

Hi John, here is the Etrecheck report. Hope it tells you something useful!

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Answer 9

John Galt

Level 10

155,300 points

Jan 16, 2018 4:42 AM in response to Janiegel

Yes. Both "CleanMyMac" and "Kaspersky" will prevent your Mac from working.

I thought you said you were not using any "anti-virus" junk, but I realize you never said that. My mistake for not being more insistent. It would have saved us both a lot of time.

Remove both of those garbage products in strict accordance with their respective instructions. Be prepared for the need to completely erase your Mac and rebuild it from the ground up, contingent upon the potential for damage inflicted by using such things.

Rule 1 of Macs is don't install junk.

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Answer 10

tygb

Level 9

65,010 points

Jan 14, 2018 7:29 AM in response to Janiegel

See these articles If you’re asked to trust or update a plug-in in Safari on Mac - Apple Support

Avoid fraud by using encrypted websites in Safari on Mac - Apple Support

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Answer 11

Janiegel Author

Level 1

10 points

Jan 15, 2018 3:30 AM in response to John Galt

Just an update - I have now installed Opera, and this works fine for accessing BBC sign in. Will have to use this in future. 😕

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Answer 12

Janiegel Author

Level 1

10 points

Jan 14, 2018 2:54 PM in response to John Galt

John, thank you for your response. The URL is http://www.bbc.co.uk/news Once on that page I click on sign and get the error messages above. I have checked the extensions and the only thing it shows is my Internet security package which I have had for a couple years.

Reply

Answer 13

Janiegel Author

Level 1

10 points

Jan 15, 2018 2:48 AM in response to John Galt

No success with either option, I had tried that url before, and I have now uninstalled the internet security, there are no extensions, and restarted the PC. Still the same. So frustrating. Thank you for your help!

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Answer 14

Janiegel Author

Level 1

10 points

Jan 15, 2018 9:53 AM in response to John Galt

I read through the other information you supplied about safe mode and the implications if something works in safe mode but doesn't when restarting normally. This suggested incompatible login items. I have been in to Users and groups and removed all login items, restarted and the problem persists. So it's not to do with them?

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Answer 15

Janiegel Author

Level 1

10 points

Jan 15, 2018 9:29 AM in response to John Galt

Hi John, It worked perfectly going through MacOS Utilities. But now in normal mode it doesn't. What does that show?

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