Hi, my name is Britton. Are you available?
Are you available?
So, there's an ugly face on your Mac that will not go away? Is this only during boot time or is it actually there when using your Mac (web browsing, email, etc...)?
It's there all the time. Right now my screen to you is overlaying the face, but eh drawing is still there.
The lines run up over the toolbars, menu bars, and lower screen where application icons are...
hmm, let's take a picture of the screen so I can see what you see...
OK. This is actually my Mom's computer. Can you walk me through it?
press command+shift+3 simultaneously, then release the keys
there should be an image on your desktop that you can post into this chat session
post it to this chat session, there should be a paper clip icon that you can click to upload the picture
it's not actually uploading...go to this website, upload the image. It will give you a website (URL) that can be used to download the image, post the URL here so I can grab .http://wikisend.com/
it should have given you a web address after uploading the image, copy and paste it here...
http://wikisend.com/download/330148/Screen shot 2011-08-21 at 10.26.40 AM.png
one second -- trying to view the image
Should I send again?
I see, it looks like it's just changed your desktop, correct?
nope, sorry for the delay, had some issues downloading it..
I've tried to put a new picture on display, but face still overlays it.
Okay, and have you already run the Mac Defender removal tool?
I didn't run a tool. I looked for MacDefender in various places on computer. Maybe I misunderstood.
which version of Mac OS X do you have?
click the apple logo (top left) and select about this mac
Max OS X
yes, I need the specific version ex. 10.6.4...
okay, you probably don't have any issues with Mac Defender then...before we go further, have you looked in your Applications folder for any traces of Mac Defender
yes - Can't identify anything there.
have you installed any software recently?
Looks like she might have installed a few things in July. Can I tell by file date?
not really, it's difficult to tell by date alone on a Unix system. Have you spoken with her about installed software? This is very important, it might be the only way to remove the wall paper
I will ask. Hang on a second.
No new software. I installed notes for her (word like product) a couple months ago.
I mean "pages"
okay -- there is an icon on the dock with a smiley face (between powerpoint and pages), what is it?
That's a third party electronic card service that you can personalize with own pictures. It's call Smilebox. I've used it for years on my Mac with no trouble. But, should I remove it?
I'm not sure, but I'm starting to wonder. Would you mind removing it to see? It might be causing the problem. You should be able to re-install it afterward if you want it back
thanks, XXXXX XXXXX know how to remove applications on a mac (drap the application from the Applications folder to the trash...)
OK I put it in the trash. I'll check applications to see if still there. Ok. Put the app in the trash as well.
Face still there. Do I need to reboot
click System Preferences->Desktop & Screen Saver
then select a new background
Screensaver, not background? I did that and face is still there.
I got it. It was in the "desktop". j
did it get rid of the face?
Yes - We are good to go here. Keep the $48 and thanks for your help. Any last tip?
Sounds good thank you, XXXXX XXXXX all set? If so and you're happy with the information I have given you, can you please click "Accept"? If you're not satisfied, we can continue troubleshooting until you're satisfied
OSXpert - Please let me know how much you will charge and if we are done here. Thanks.
OK thanks. Bye