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Richard
Richard, Mac Genius
Category: Mac
Satisfied Customers: 38519
Experience:  Apple Computers Specialist
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My Apple desktop is unable to get online, but the laptop is

Resolved Question:

My Apple desktop is unable to get online, but the laptop is Ok. Please can you help?
Kit
Submitted: 3 years ago.
Category: Mac
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

What is the error you receive when you try to get online with the Desktop?

Please let me know

Thank you
Customer: replied 3 years ago.

This webpage is not available.


 


Error code: ERR_ACCESS_DENIED

Expert:  Richard replied 3 years ago.
Is this for any website you try to access Kit?

And which internet browser are you using?
Customer: replied 3 years ago.

EVERY SINGLE WEBPAGE HAS THE SAME RESPONSE.


I'M USING CHROME, AND TRIED SAFARI TOO BUT NO JOY.

Expert:  Richard replied 3 years ago.
Thank you

In Chrome, click on the 3 bars in the top right and click Settings.

Go down to the bottom of that page and click Show Advance Settings.

Click under Privacy, Clear Browser Data, and set it to the Beginning of Time.

Clear the data, then restart the computer and tell me if you can now connect to the internet please.

Customer: replied 3 years ago.

SORRY, IT DIDN'T WORK.

Expert:  Richard replied 3 years ago.
Thats ok.

Is the Desktop connected via a Network cable or wireless to the internet?

Customer: replied 3 years ago.

WIRELESS, BT HOMEHUB

Expert:  Richard replied 3 years ago.
Thank you

Remove the power from the BT Hub and wait 5 minutes.

While waiting, turn off the computer.

Power on the BT Hub, turn on the computer and tell me if it can now connect to the internet please.

Customer: replied 3 years ago.

NO JOY, I'M AFRAID.


 

Expert:  Richard replied 3 years ago.
ok, on the back of the BT hub is a small reset button.

Push this in for 10 seconds, then release.

then restart the computer and tell me please if it now has internet.

Let me know the results please

Customer: replied 3 years ago.

ALL LIGHTS BLUE ON HOMEHUB, BUT NO INTERNET ON DESKTOP

Expert:  Richard replied 3 years ago.
Can you connect it to the BT Hub via a network cable and tell me if it gets internet this way please.
Customer: replied 3 years ago.

I'M SORRY BUT YOU'LL HAVE TO HELP ME WITH THAT!


 


WHAT SORT OF CABLE?


 


(THIS LAPTOP IS OK WITH THE WIFI ROM THE HOMEHUB)

Expert:  Richard replied 3 years ago.
A network cable.

It will plug into one of the ports on the back of the Hub, and into the computer.

this is the cable.

http://honorcomp.com/images/u10_12568901346.png

It may be a different color. I want to ensure the wireless adapter on the computer has not failed.

Customer: replied 3 years ago.

YOU ARE SO HELPFUL...THANKS FOR THE PICTURE!


 


SORRY THOUGH IT DIDN'T WORK

Expert:  Richard replied 3 years ago.
Ok, did you turn off Airport when connecting the network cable?

Can you please

Customer: replied 3 years ago.

AIRPORT OFF,


INTERNET NOT AVAILABLE


SORRY

Expert:  Richard replied 3 years ago.
ok, From the Apple menu, choose System Preferences, click Network, click Assist Me at the bottom of the resulting window, and then click Diagnostics to start.

Tell me the results please.
Customer: replied 3 years ago.

NETWORK DIAGNOSTICS CANNOT FIX THE CURRENT WORKING PROBLEMS.


CHECK WITH YOUR INTERNET SERVICE PROVIDER OR NETWORK ADMIN AND MAKE SURE YOU ARE SUNING THE CORRECT NETWORK SETTINGS.


 


Surely the settings should be fine since it was working well before this ? I already rang BT who were not familiar enough with the Mac to be of use.

Expert:  Richard replied 3 years ago.
When did it stop working?
Customer: replied 3 years ago.

When I turned in on Yesterday morning,...no internet for the first time.

Expert:  Richard replied 3 years ago.
Can you give me the exact model of the Mac please

Customer: replied 3 years ago.

Mac OS x


version 10.6.8


 


3.2GHz Intel core i3

Expert:  Richard replied 3 years ago.
Thanks

From the Apple Menu, choose system Preferences and then click Networks to display network preferences

tell me what the status says there please

Customer: replied 3 years ago.

connected


(by ethernet)

Expert:  Richard replied 3 years ago.
Is it Green?
Customer: replied 3 years ago.

yes

Expert:  Richard replied 3 years ago.
ok, download ClamXav from my below link on a working computer

http://www.clamxav.com/

And copy it over the the problem Mac.

Run it and do a complete scan and remove any infections it finds.

when done, restart the computer and tell me if internet now works please.

Customer: replied 3 years ago.

Sorry to be dim, but how do I copy it to the problem Mac?

Expert:  Richard replied 3 years ago.
Its no problem!

Use a USB Memory stick to copy the file from the working computer to the problem computer.

Or a USB Drive.

Like this

Click me to view

Let me know the results please
Customer: replied 3 years ago.

My laptop seems to have a problem noticing I have inserted a USB memory stick. It works on the imac.


So I tried another external memory but it's just not coming up in the finder window for me to copy the Clamxav file onto.


 


I have neighbour with a PC, would that work if I downloaded the file onto my stick from a PC, (not a Mac?) to run on my imac?

Expert:  Richard replied 3 years ago.
Yes, that should be ok Kit, if the windows computer can ready your memory stick.

Let me know the results please
Customer: replied 3 years ago.

The scan result:


 


38 infected files, all the same sort


31925.emlx Heuristics.Phishi....


 


One or more infected files were found, but were left where they are. You can either deal with them yourself, or scan again with the preferences set to move them into a different folder.


 


Are these files bad news? What should I do?


Are we any further forward with the problem?

Expert:  Richard replied 3 years ago.
These are bad and you need to remove them as they are causing your problem.

scan again with the preferences set to move them into a different folder.

Customer: replied 3 years ago.

Sorry not entirely sure how to do that. Have opened a file called Quarantine, but not sure set preferences to move them.

Expert:  Richard replied 3 years ago.
Click the "Set Quarantine Folder…" button and navigate to a folder on your hard drive where you want infected files put.

You can then enable by clicking the checkbox to the left of the button.

Once a folder has been set, you will see it listed beneath the checkbox.

Then run the scan again, and when it has completed, go to that folder and delete the files please.

Customer: replied 3 years ago.

Hi Richard,


 


I have scanned again and the message is that the infected files have been moved into my quarantine folder, but when I open the folder, there is nothing inside. agghhhh!


 


kit

Expert:  Richard replied 3 years ago.
Are you sure you specified the correct folder Kit?

It really appears a different folder is specified then the one your checking.

Customer: replied 3 years ago.

I went to Quarantine preferences


Set quarantine folder


 


in documents I opened a new file and called it quarantine


 


going back to the quarantine pref box, there's a tick for Quarantine infected files to /users/strathairn/Documents/Quarantine


 


but when i open that file there is nothing there.


 


where else can i check?

Expert:  Richard replied 3 years ago.
Nothing, we need to do a reinstallation, it is the only way to get rid of the infection.

Do you have the Apple Disk that came with the computer, with you?

Customer: replied 3 years ago.

yes I do.


Will the disks take me back to the original Snow Leopard? I had a new


hard drive due to recall and moved on to the next one...was it Lion?

Expert:  Richard replied 3 years ago.
The disk will take you back to the original Snow Leopard.

First, backup any data from the computer, as this will remove all data.

Then do the following please

Turn on the computer.

Insert the Mac OS X Install DVD into the optical drive

Restart the computer.

Press and hold the "C" key while the computer starts up. The computer will start up using the Install media. Alternatively, press and hold the Option key at startup to select the volume containing the installer.

If your are using a wireless mouse, a mouse icon should appear asking you to turn the mouse on so that the computer can discover it.

Select a language, then press the right arrow key.

Click the Utilities menu, the choose Disk Utility.

Select a volume to erase (usually called Macintosh HD).

Click the Erase tab.

Click Erase... Important: This step will completely erase your hard drive. If you have installed Microsoft Windows using Boot Camp, or have multiple partitions, this procedure will erase the partition you select.

A dialog box appears asking if you want to erase the partition: click Erase.

After the partition is erased, choose Quit Disk Utility from the Disk Utility menu.


Part Two: Installing the operating system

When the Mac OS X Snow Leopard Installer screen appears, click Continue.

When the license agreement appears, click Agree.

Select the disk you erased. It should now be highlighted with a green arrow.

Click Install. A status bar appears on the bottom of the screen while Mac OS X installs.

An Additional Information screen appears, advising you that you operating system has been installed. Click Continue.

An Install Succeeded screen appears. Click Restart.
Part Three: Completing the Mac OS X Setup Assistant

When the restart has completed, a welcome video plays, then country/region selection screen appears.

Select your country or region and click Continue.

Select a keyboard layout and click Continue.

A migration screen appears. If you wish to migrate your data from another Macintosh, see Migration tips and tricks. If you do not wish to migrate, or want to migrate later, select "Do not transfer my information now" and click Continue.

A Wireless Service screen appears if you have wireless services available within range of your computer. Select "On" and click Continue.

If the network is password XXXXX you be asked for a password XXXXX you select it. Type the password XXXXX click Continue.

An Apple ID screen appears. This is used to purchase content from the iTunes store. You can use MobileMe or .Mac usernames here as well. When complete, click Continue.

If you do not have an Apple ID or MobileMe account, click Continue to move to the next screen.

A Registration Information screen appears. You are not required to fill this out, but it is helpful if you do. When complete, click Continue and your product registration will be sent immediately.

If Mac OS X servers are available on your network, you'll be asked if you'd like to log on to them. If not, click Continue.

A Create Your Account screen appears. This will be used to create a User Account with Login ID and Password XXXXX you computer. You should remember this password. You'll be asked for it when you install new software or perform other administrative tasks on your computer. When complete, click Continue and your account will be created immediately.

A screen to select your user picture appears. Take a snapshot with the built-in camera or select a picture from your Library. When complete, click Continue.

A MobileMe screen appears. Select an option and click Continue.

A Thank You screen appears. Click Go to complete the Mac OS X Setup Assistant.

Eject the Mac OS X Install DVD by dragging its icon to the Trash.

You are then complete and internet will be working again on the computer.

Let me know the results please

Thank you
Customer: replied 3 years ago.

Internet working now thank you. I'm installing the Applications Disc at present.


 


What happens to the quarantined files?....aren't they backed up with everything else?

Expert:  Richard replied 3 years ago.
Hi Kit,

The quarantined files are gone, they cannot be backed up, they are part of the system files. You will be ok now (else you would not have internet.

If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
Customer: replied 3 years ago.

Good morning Richard,


Thank you very much for your help.


Please can you advise me how to protect against this happening again,


and what actually happened?


 


 


My husband's Gmail is full of stuff he has never seen before...(in all mail). Should he start a new email address?


 


I think I need Lion since i can't open anything like itunes, iphoto etc even tho I have downloaded all software updates.


 


 


 

Customer: replied 3 years ago.
Relist: Incomplete answer.
Having reinstalled Snow Leopard from disc, nothing works since I had Lion previously after a hard disc replacement.
How should I proceed?
Expert:  Richard replied 3 years ago.
Hi

I see you relisted the question. After spending so much time to work with you and solve this, I ask please you do not relist it.

When you say Nothing works, what do you actual mean?
Customer: replied 3 years ago.

I relisted only when nobody was answering me and I was stuck.


 


My computer is fine now and when I said "nothing works" I meant none of the applications. However since then I have downloaded Mavericks and filled in a feedback form so all is well.


 


Thank you so much for all your help.

Expert:  Richard replied 3 years ago.
Your welcome Kit,

I was not on then sorry. Good that we got this resolved, and likely the programs you had, required Maverick.

If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
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