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  1. #1
    Question Shocked to see my post / request for help on Mac OS cancelled / deleted???
    Just under 1 week ago I posted here "The ultimate source for your Mac" for help with Mac OS thinking that this was the place to come for help and assistance. I was shocked to see my thread deleted and a message from an Administrator saying it was a “User Issue” with no offer or help. Well okay if it is a user issue then is this not the place to come for help and support?

    Just to confirm I have been having unusual behavior on my Mac and I even have in writing (Copy of email) from an Apple Senior Support Adviser it is unexpected behavior and all this is after twice now the system has been wiped clean and fresh Mac OS installed, once by myself and once by the Apple Store who also removed the Drive Partitions before wiping the drive.

    About myself – I work offshore as an Electro Technical Officer and take care of all the Electronics which include the IT equipment and once wrote a full Database package in C++ for a Video Rental Store, so I do know my IT reasonably well however none of my Work has involved Apple Mac OS and so this is why I came here for some help.

    If anyone would be kind enough to help me then I have now uploaded my clips to youtube in hope someone can help and I would be more that grateful for their assistance because at this stage even Apple are struggling with how to fix the issues I’m having.


    Thanks in Advance
    Phil

  2. #2
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    chscag's Avatar
    Member Since
    Jan 23, 2008
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    Welcome to our forums.

    According to our data base, this is your first post. We have no record of any deletion or removal of your post.

    If you would explain your problem for us in detail while providing information about your Mac and which version of OS X it's running we will try to help if possible.

  3. #3
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    Slydude's Avatar
    Member Since
    Nov 16, 2009
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    North Louisiana, USA
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    @Charlie,

    I think the thread he is referring to is one that came up a few days ago in the moderator area. I'll send you a PM with the link.
    “Hard work beats talent when talent fails to work hard.”
    Kevin Durant

  4. #4
    Hi Chscag,

    Many thanks for your reply.

    I'm having quite a few issues and would like to point you towards some screen recordings I have made now on YouTube so you can see for your own eyes however I'm not sure if I can do that here as my last post was deleted.

    Can I please confirm I am pro-Apple and have had iPhones 3,4,5,6 & 7, iPad 2 and iPad Air 2 and Mini and MacAir and never had any problems up until a couple of months ago.

    I would just like some Apple Expert help to resolve my issues. As I say Apple have confirmed in writing its unusual behaviour but so far have failed to resolve or even give a reason what is causing them or why I have the issues.

    My concern is that as no Virus, Malware or Adware has ever been found plus I only reinstalled Apps only from the App Store, didn't restore my Mac from any Backups then what can be causing it?

    If and I say if a hacker has found a way in to my system then surely it would be in Apple and ever Mac users interest to have the doorway the hacker is using shut?

    I would be happy to post a link to my videos providing this doesn't get me deleted and ignored. If it is a user issue then fine, please can someone tell me what I'm doing wrong so I can rectify things my end?

    A quick example of 3 things I have that according to Apple are incorrect is

    1: I get a padlock showing if I go to Settings > Network. Apparently there shouldn't be a padlock showing

    2: I can change all permissions on the main Mackintosh HD drive without undoing the padlock

    3: I get refused permission to save a file to the Desktop even though when I click get info on the Desktop it shows I have full read / write access.

    I have screen recordings of all the above and more. Please maybe someone can actually view my screen recordings first of what is going on before just dismissing my thread.

    I Would be most grateful if someone can help me. All I want is my system back to normal

    Thanks again in Advance

  5. #5
    By the way I should also say I am the only user and guest user is switched off.

    Thanks

  6. #6
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    harryb2448's Avatar
    Member Since
    Nov 28, 2007
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    Nambucca Heads Australia
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    A padlock shows the machine, or a partition or some files, hav e been encrypted via File Vault at some stage and you need the password, not admin password, to it. There are adware and malware for Mac OS X, and recommend using Malwarebytes for Mac, link below.

    Not knowing what model Mac you are discussing, nor the operating system, makes it doubly difficult. Does anyone have access to your whatever Mac and by chance was it a used machine when you purchasedc it? I am reluctant to ask personal details as these things can happen with relationship breakdowns.


    https://www.malwarebytes.com/mac/
    Using OS X.7 or later make a bootable USB thumb drive before running Installer!

  7. #7
    Hiya Harryb,

    Many thanks for your reply.

    My MacAir was new when purchased in Sept 2014

    It's a 13inch I5 with 256gb SSD and 4gb Ram and running macOS Sierra 10.12.4 which is the latest as far as I'm aware. It's also still covered under AppleCare but as it's passed all hardware diagnostics every time then it would appear to be a Software / OS issue rather than hardware issue.

    Full Virus and Malware scans were done with Bitmedic which is a paid antivirus app from Apple's App Store and Malwarebytes was downloaded and ran whilst screen sharing with an Apple Tech and neither found any Virus or Malware. I also then downloaded a paid version of AVG Zen which I use on my Windows machines which also found no Virusses etc.

    Since the wipe clean and fresh install only Apps from the App Store were downloaded with the exception of Google Chrome which Apple agreed was safe to download.

    Because of the strange behaviour returning immediately after the wipe clean and fresh MacOS install I am currently at a loss as to why it is acting strangely. I had been hoping the fresh install would of fixed my issues.

    Filefault is not switched on by the way.

    Any ideas?

    Thanks & Regards
    Phil

  8. #8
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    harryb2448's Avatar
    Member Since
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    There can't ber any viruses because there aren't any so suggest uninstallling and as far as the App Store goes selling it ~ are you aware of that old Ancient Rome business philosophy 'a buck is a buck is a buck'. That also applies to the App Store>

    Malwarebytes for Mac is great. The padlockis tell its own story. Have a read of this link and is this the padlock you are seeing?


    https://support.apple.com/en-us/HT204455
    Using OS X.7 or later make a bootable USB thumb drive before running Installer!

  9. #9
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    IWT's Avatar
    Member Since
    Jan 23, 2009
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    @Phil

    I think that just about the only thing I don't see mentioned in your struggle, is to create a new User account with Admin privileges.

    Then see if the odd behaviour is reproduced or not.

    If it is not, try that out for a while and, when you are sure that all your apps are working and your files are accessible and so on, then use that new account to remove the current dodgy one.

    Would others see this as a reasonable idea?

    Ian
    Ian

  10. #10
    Hi Harryb,

    Thanks again for your reply, it is very much appreciated.

    The padlock is not as you would suggest in your link. Malwarebytes also still doesn't find any problems and I would agree that there are no virusses which is why I'm struggling to find why this is happening.

    One reason why I have felt my system is being hacked rather than any Malware or Virus is because the problems I have all seem to be focussed on messing me around and then stopping me reaching out for help, almost as if someone can see my screen as I'm using my Mac which is a scary thought indeed.

    Even when signing up to this forum I had the email asking me to confirm my email address by clicking the link which I did but it only took me back to my inbox and when I clicked on it then when logging back in to the forum it said I hadn't confirmed my email address and I have a screen recording of that happening if that would be okay to share here?

    The only way I managed to confirm my email address was to copy the text of the link and paste it in to the browser.

    As I've mentioned before my screen recordings are MP4 and okay when done but later corrupt for no reason unless I manage to save the clip to my Google Drive where it then stays safe and playable. Also when using QuickTime to trim the clip / screen recording to the part that is of interest it has stopped me saving the clip to the Desktop saying I don't have access even though I'm the only user and get info shows I have full read write access. QuickTime as we know is part of the Mac OS and not even a downloaded app! Again the issue here seems too focused on stopping me reach out for help and I have all these problems screen recorded for proof if someone just wouldn't mind having a quick look rather than just dismiss what I am saying?

    What really threw me the other day was when trying to upload one of my screen recordings to my Google Drive from my Mac it kept coming up with network error even though there were no network errors reported by my network monitor app or router. So next I airdropped the clip from my Mac to my iPhone 7 which airdropped okay but when I selected that video clip and then the rectangle box with arrow for my options of what to do with the clip then normally I get 9 different options and Google Drive is one of the options however this time all my options had disappeared except 1 option of YouTube. Again I have screenshots of that. Then later when I had finally managed to upload the clip from my Mac to Google Drive then when I selected it on my iPhone suddenly all my 9 options including google drive were back and I have the screenshots again to show this.

    It all seems to coincidental to me to just be coincidence and like I say I'm just asking for help and would ask some experts to view some of the screen recordings of what has been going on before being too judgemental and if it is something I am doing wrong then please tell me / help me?

    It's got to the point now with Apple Senior Advisors whilst they admit in an email it is unexpected behaviour they just want to keep wiping the system clean and fresh install of Mac OS even though that has been done twice with no improvements and of course every time that is done it takes several hours rebuilding iTunes etc.

    Thanks again for your time and help
    Regards
    Phil

  11. #11
    Shocked to see my post / request for help on Mac OS cancelled / deleted???

    Member Since
    Jul 26, 2012
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    Honolulu, HI, USA
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    Sorry, I'm confused. You keep mentioning "having issues" but instead of listing all you have done, may I please have a refresher on the issues you are experiencing and as much detail as possible? Which apps, which conditions, etc.

  12. #12
    Shocked to see my post / request for help on Mac OS cancelled / deleted???
    IWT's Avatar
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    @Phil

    Have you tried my suggestion in post #9?

    Ian
    Ian

  13. #13
    Hiya,

    Thanks for your interest. The main problems I’m having is with the Mac OS it’self. A few examples are below however this is not a complete list. I do have screen recordings / screenshots of all of this which can be viewed on my Youtube Channel. I’m slightly reluctant to paste a link here because my first post here with a link was immediately removed without any help / advice being offered to me. If a Administrator or Moderator can confirm if it’s okay to post links to my screen recordings on Youtube then I would be happy to do so.

    I would like to confirm also that until a few months ago I have been using Apple products for many years and never had any issues or problems, however now it’s acting strangely and even after wipe clean and fresh Mac OS installs the strangeness comes back. In no particular order

    1: When I restart MAC the screen flashes funny and I am told the Mac needed to restart to install updates but when I click show updates then none were actually installed.

    2: Permissions can be changed without undoing the Padlock even on the main Drive
    3: A Padlock shows up where it shouldn’t if I go to Settings > Network

    4: When using Quicktime to trim a screen recording clip it then refuses me permission to save to the desktop saying I don’t have permission even though I am the only user with guest user switched off and when I click Get Info on the Desktop it shows I have full read write access. I even give “Everyone” full read write access and still get tole I do not have permission.

    5: After downloading Google Chrome and running for the first time I click on it in the dock and say Keep in dock. Then a short while later when I exit Chrome it disappears from the dock

    6: iPhone 7 connected to Mac by USB and Hotspot switched on. Mac can see the iPhone as it shows up on iTunes but failes to connect to the internet.

    7: Mac completely shut off even with 38% battery power showing and failed to restart until I attached power cable

    8: No move to trash option when right clicking on a file

    9: When right clicking and get info then clicking to “Change All” for the default player then the system only changes the file I have clicked on even though I have clicked change all.

    10: After startup the wifi joined the network number 7 in my order of preference even though my home network was available. Network number 7 was a network I then needed to enter my username and password for which I done correctly but kept being told it was incorrect. I even opened pages to type my password and copy and paste it and it still said it was incorrect. BT my broadband provider could confirm my username and password were entered correctly.

    11: After selecting router to join on one occasion it requested my password which I enter correctly then I get a message saying I was too far away from the router. I was about 2m from the router in the same room. Next I place the Mac right next to the router and I get the same message even though I show in the video clip that my iPhone 7 and IPad mini were connected to that router with no problems.

    12: Problem when clicking link in email from this forum to confirm my email. The link only took me back to my inbox and when logging back in to this forum it said I hadn’t confirmed my email address

    13: After downloading Bitmedic Antivirus from the App Store and switching it on and doing a full scan to find nothing then the Virus Protection automatically switched it’self off.

    14: Security warning from internet HTTPS due to incorrect time even though this was set to automatically update from Apple. On more than one occasion I have had this and I need to go in to this and un tick the automatically set and re tick the box for it to start working correctly again.

    15: After signing out of Chrome and removing all user accounts as confirmed by Chrome, when opening Chrome back up my username and password were still there making it impossible to sign out of chrome.

    16: On several occasions when starting my Mac it would ask me as usual for my Password and as I say I’m the only user with Guest Browser switched off. Then a few seconds later it would go back to the log in screen and ask again for my password.

    17: When scrolling say down the page for no reason the page would shoot straight back to the top of the page.

    I have more instances, however these are just to give you an example. As you can see most of these are within the main Mac OS. Unfortunately I’m now getting some issues on my iPhone but only where it concerns using my iPhone to help record evidence of my Mac not working as it should so this is why I can help feel it’s a targeted attack rather than just a piece of Malware etc.

    Everyones time and help is very much appreciated to getting these issues resolved.

    Thanks & Regards
    Phil

  14. #14
    Hi Ian,

    Thanks for the suggestion. I did try this before but it made no difference.

    Thanks for your time and suggestion.

    Regards
    Phil

  15. #15
    Hiya Everyone,

    Thanks for everyone who has contributed and offered advice.

    I'm guessing by the lack of suggestions so far that everyone on here is just as confused / surprised as I have been ad the Apple Senior Advisers have been?

    Does anyone else please have any suggestions?

    Thanks
    Phil

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