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wennettbilliams

Malware and/or Virus Preventing Internet Connection for All Applications

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I recently bought a MacBook Pro 2017 and was using it fine for a while until I ran into a major problem that I can only guess is caused by malware. No matter whether I am connected via WiFi or Ethernet I am always met with a “You are not connected to the internet” error on every app. Even though it says I’m connected to my home network. Normally I would be able to troubleshoot this myself using malwarebytes or antivirus but with absolutely zero access to the internet, I am at a loss as to what I can do besides wipe my hard drive and reinstall MacOS. I really don’t want to do that as I have a few expensive applications on this computer that I need to keep and I don’t know how to keep them if I were to wipe the Mac. All programs that don’t require internet access to function are working 100% fine. I have not fiddled with any network settings and this smells an awful lot like malware or a virus to me. 

I have already grabbed files I want to save and copied to external hard drive but I really need to figure out how to backup my Final Cut Pro X and Logic Pro X.

Sorry if I haven’t given a lot of useful info, I am normally a PC user so I don’t know a lot about this computer yet.

Please help!

Thanks

Edited by wennettbilliams

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Certainly doesn't sound like any Mac malware that I know of. It's possible your router has been hacked though. See Troubleshoot an infected or hacked router in https://support.malwarebytes.com/docs/DOC-1296

Just because you are connected by WiFi or Ethernet to your Router does not mean you can connect to the Internet. Could be a bad modem, or your connectivity to your ISP network or some problem that the ISP is having.

With WiFI turned on, hold the Option-key (sometimes called "Alt") down while you click on the WiFi menubar icon and select "Open Wireless Diagnostics...". That may give you some clues as to what's gone wrong.

Take a look at your modem and see if the lights indicate any problem.

Sometimes is as easy to fix as unplugging your modem for 30 seconds or so, plug it back in and wait for the lights to signal your connected.

You may need to contact your ISP.

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On 7/10/2018 at 5:30 PM, alvarnell said:

Certainly doesn't sound like any Mac malware that I know of. It's possible your router has been hacked though. See Troubleshoot an infected or hacked router in https://support.malwarebytes.com/docs/DOC-1296

Just because you are connected by WiFi or Ethernet to your Router does not mean you can connect to the Internet. Could be a bad modem, or your connectivity to your ISP network or some problem that the ISP is having.

With WiFI turned on, hold the Option-key (sometimes called "Alt") down while you click on the WiFi menubar icon and select "Open Wireless Diagnostics...". That may give you some clues as to what's gone wrong.

Take a look at your modem and see if the lights indicate any problem.

Sometimes is as easy to fix as unplugging your modem for 30 seconds or so, plug it back in and wait for the lights to signal your connected.

You may need to contact your ISP.

I don’t believe it’s a problem with my modem or network due to the fact that this problem is happening solely on my computer and has affected no other devices for the extent of the time I have has this problem. Unless it’s possible that a problem with my modem could only be affecting this one device?

I have attached the diagnostics report that "Wireless Diagnostics" created, just in case that is of any help.

My router does not show any signs of not working properly from a physical side (no difference in lights on router from what I can tell) and my computer lets me "connect" to the network just fine on every device, it’s like something is somehow blocking my connection to the network locally.

I also would like to know if there is a way to install malwarebytes without having an internet connection as I have tried to do so before and was not able to.

Edited by treed
remove wireless diagnostics, for privacy reasons

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31 minutes ago, wennettbilliams said:

I also would like to know if there is a way to install malwarebytes without having an internet connection as I have tried to do so before and was not able to.

I know it's not possible to update the database without Internet connectivity and I can see from examining the installer that it comes with an empty database, so there is no way to detect anything.

The Diagnostic should have given you some clues on what to check. Since other devices on your local network are working fine, then it must be something on your computer.

Did you check to see if your DNS settings have been changed? Look at "Troubleshoot Internet connectivity" in this document https://support.malwarebytes.com/docs/DOC-1065.

Edited by alvarnell

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I removed the diagnostics file from your post, since it may reveal personal information you don't want shared.

I see some signs in your diagnostics file that your computer was able to connect to an Apple server successfully, so it doesn't look like it's a universal issue. Is this only affecting a particular app?

What happens if you boot in safe mode?

http://support.apple.com/kb/HT1455

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2 minutes ago, treed said:

I removed the diagnostics file from your post, since it may reveal personal information you don't want shared.

I see some signs in your diagnostics file that your computer was able to connect to an Apple server successfully, so it doesn't look like it's a universal issue. Is this only affecting a particular app?

What happens if you boot in safe mode?

http://support.apple.com/kb/HT1455

Well I have tried to open every app that I could and none of them think they have internet access. I have tried booting in safe mode several times, same problem. 

On 7/10/2018 at 6:26 PM, alvarnell said:

I know it's not possible to update the database without Internet connectivity and I can see from examining the installer that it comes with an empty database, so there is no way to detect anything.

The Diagnostic should have given you some clues on what to check. Since other devices on your local network are working fine, then it must be something on your computer.

Did you check to see if your DNS settings have been changed? Look at "Troubleshoot Internet connectivity" in this document https://support.malwarebytes.com/docs/DOC-1065.

I also tried the Network Diagnostics reccomendations aswell (resetting proxy settings and restarting router)and tried what the linked page reccomended, with no results.

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If you're having the same problem in safe mode, then whatever the cause of the problem is, it's not third-party software, including malware. It's a configuration issue somewhere, probably on your Mac, but I'm not sure what that might be.

Since the network connections done in the diagnostics were to raw IP addresses, that could mean that the problem is with your DNS settings, and the problem isn't with the network connection itself, but rather is with the ability to look up IP addresses for domain names. See:

https://support.apple.com/en-us/ht203244

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Okay, thank you. I’m assuming since this problem has been determined not malware that I should seek help elsewhere if the problem persists after I do what you reccomended? Or will you or other still be able to help troubleshoot the problem on this board even though it’s not a malware issue?

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There has been malware that has been known to change network settings. It's not particularly common, but it has happened. So I'm definitely interested in continuing to follow what's going on, and we can still give advice regardless.

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