JWN Posted November 7, 2019 ID:1343635 Share Posted November 7, 2019 The malware/virus SearchMine, that takes over search engines was not detected on my Mac. Need help, I’ve tried everything! Link to post Share on other sites More sharing options...
Staff adas Posted November 7, 2019 Staff ID:1343684 Share Posted November 7, 2019 Hi @JWN, Please check our pin post > https://forums.malwarebytes.com/topic/236261-how-to-remove-weknow-malware-and-others/ By any chance if above doesn't help, may I ask you to log a ticket with our support team. We might require additional information as troubleshooting logs, for that, provide us a system report created with the help of below article (please don't post the zip file here) https://support.malwarebytes.com/docs/DOC-3235 Instead, log a support ticket with help of below link and attach the file with the email https://support.malwarebytes.com/community/contactsupport/pages/home-support If you are having difficulty in creating ticket from our web form, simply write an email to support@malwarebytes.com Link to post Share on other sites More sharing options...
JWN Posted November 8, 2019 Author ID:1343961 Share Posted November 8, 2019 I created a ticket. I tried the above pin post but to no avail. Link to post Share on other sites More sharing options...
Staff adas Posted November 11, 2019 Staff ID:1344459 Share Posted November 11, 2019 Hi @JWN, We see there is a reply from our support representative requesting for additional information on Friday. May I ask you to check email if you have received a reply to the support ticket. Link to post Share on other sites More sharing options...
JWN Posted November 20, 2019 Author ID:1346258 Share Posted November 20, 2019 I received an email this morning again asking me to download a chrome removal zip file. After entering the URL to retrieve the file, I received alerts saying that this was not advisable because it was likely a malicious site trying to get financial information from me, as a result I aborted the attempt and am trying to get additional information from Malwarebytes Staff. To date I still have SearchMine running my Chrome SE. Still awaiting results and losing faith this can be done by your company. Link to post Share on other sites More sharing options...
alvarnell Posted November 21, 2019 ID:1346381 Share Posted November 21, 2019 (edited) I understood you created a ticket, but did you also submit the information requested in Post #2 above and did you receive an email on Friday? I'm not aware of a chrome removal zip file. Was it supposedly from Malwarebytes or some other entity? Edited November 21, 2019 by alvarnell Link to post Share on other sites More sharing options...
Staff adas Posted November 21, 2019 Staff ID:1346428 Share Posted November 21, 2019 Hi @JWN, The pop-up for the file download from website or cloud link is Generic. Read more > https://support.apple.com/en-us/HT201940 I see you have been provided with box link to download an apple script which removes the chrome app and its preferences. The script was created on basis of your troubleshooting logs provided. Since it is provided via support email and download URL is associated with Malwarebytes, I would not worry to download them and run it. Also, a response to support email is appreciated so that our representative would know the concern or updates you have with the script provided. Thank you. Link to post Share on other sites More sharing options...
JWN Posted November 21, 2019 Author ID:1346524 Share Posted November 21, 2019 I just tried to open the box but got message “this shared file or folder link has been removed. Please advise Link to post Share on other sites More sharing options...
Bommel Posted November 23, 2019 ID:1346909 Share Posted November 23, 2019 I have the same problem. Tried everything to get rid of searchmine, including removing chrome. Didn't help. Followed the recommendations given above, still there. I'll Make a ticket as instructed above. Link to post Share on other sites More sharing options...
JWN Posted November 23, 2019 Author ID:1346935 Share Posted November 23, 2019 I just tried to open the box but got message “this shared file or folder link has been removed. Please advise Link to post Share on other sites More sharing options...
Staff adas Posted November 25, 2019 Staff ID:1347198 Share Posted November 25, 2019 Hi @JWN, Is there outstanding issues that we need to help with. As per your support ticket, on Friday, the case was updated as resolved. Link to post Share on other sites More sharing options...
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