Mac

Ask Mac Questions and Get Answers from Experts ASAP

Ask a Computer Expert,
Get an Answer ASAP!

Mac

My macbook has an ugly drawing of a face that overlays every

Customer Question
screen. I can't find...
My macbook has an ugly drawing of a face that overlays every screen. I can't find any programs call MacDefender, MacProtector or MacGuard, so I don't know how to get rid of this. Can you help?
Submitted: 6 years ago.Category: Mac
Show More
Show Less
Ask Your Own Mac Question
Answered in 5 minutes by:
8/21/2011
Mac Support Specialist: OSXpert, Mac Software Engineer replied 6 years ago
OSXpert
OSXpert, Mac Software Engineer
Category: Mac
Satisfied Customers: 226
Experience: 2 years as a geek squad computer technician, 5 years as a software engineer and unix systems admin
Verified

OSXpert :

Hi, my name is Britton. Are you available?

Customer:

yes

Customer:

Are you available?

Customer:

Hello

OSXpert :

yes

OSXpert :

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...)?

Customer:

It's there all the time. Right now my screen to you is overlaying the face, but eh drawing is still there.

Customer:

The lines run up over the toolbars, menu bars, and lower screen where application icons are...

OSXpert :

hmm, let's take a picture of the screen so I can see what you see...

Customer:

OK. This is actually my Mom's computer. Can you walk me through it?

OSXpert :

press command+shift+3 simultaneously, then release the keys

OSXpert :

there should be an image on your desktop that you can post into this chat session

Customer:

ok done

OSXpert :

post it to this chat session, there should be a paper clip icon that you can click to upload the picture

Customer:

Full Size Image
Did you get it?

Customer:


file://localhost/Users/MacBook/Desktop/Screen%20shot%202011-08-21%20at%2010.26.40%20AM.png

OSXpert :

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/

Customer:

Done

OSXpert :

it should have given you a web address after uploading the image, copy and paste it here...

Customer:

http://wikisend.com/download/330148/Screen shot 2011-08-21 at 10.26.40 AM.png

OSXpert :

one second -- trying to view the image

Customer:

Should I send again?

OSXpert :

I see, it looks like it's just changed your desktop, correct?

Customer:

Yes

OSXpert :

nope, sorry for the delay, had some issues downloading it..

Customer:

I've tried to put a new picture on display, but face still overlays it.

OSXpert :

Okay, and have you already run the Mac Defender removal tool?

Customer:

I didn't run a tool. I looked for MacDefender in various places on computer. Maybe I misunderstood.

OSXpert :

which version of Mac OS X do you have?

OSXpert :

click the apple logo (top left) and select about this mac

Customer:

Max OS X

OSXpert :

yes, I need the specific version ex. 10.6.4...

Customer:

10.6.8

OSXpert :

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

Customer:

yes - Can't identify anything there.

OSXpert :

okay good...

OSXpert :

have you installed any software recently?

Customer:

Looks like she might have installed a few things in July. Can I tell by file date?

OSXpert :

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

Customer:

I will ask. Hang on a second.

Customer:

No new software. I installed notes for her (word like product) a couple months ago.

Customer:

I mean "pages"

OSXpert :

okay -- there is an icon on the dock with a smiley face (between powerpoint and pages), what is it?

Customer:

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?

OSXpert :

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

Customer:

ok

OSXpert :

thanks, XXXXX XXXXX know how to remove applications on a mac (drap the application from the Applications folder to the trash...)

Customer:

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.

Customer:

Face still there. Do I need to reboot

OSXpert :

not yet

OSXpert :

click System Preferences->Desktop & Screen Saver

OSXpert :

then select a new background

Customer:

Screensaver, not background? I did that and face is still there.

Customer:

I got it. It was in the "desktop". j

OSXpert :

exactly

OSXpert :

did it get rid of the face?

Customer:

Yes - We are good to go here. Keep the $48 and thanks for your help. Any last tip?

OSXpert :

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

Customer:

OSXpert - Please let me know how much you will charge and if we are done here. Thanks.

Customer:

OK thanks. Bye

OSXpert
OSXpert, Mac Software Engineer
Category: Mac
Satisfied Customers: 226
Experience: 2 years as a geek squad computer technician, 5 years as a software engineer and unix systems admin
Verified
OSXpert and 87 other Mac Specialists are ready to help you
Ask your own question now
Ask OSXpert Your Own Question
OSXpert
OSXpert
OSXpert, Mac Software Engineer
Category: Mac
Satisfied Customers: 226
226 Satisfied Customers
Experience: 2 years as a geek squad computer technician, 5 years as a software engineer and unix systems admin

OSXpert is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

I couldn't be more satisfied! This is the site I will always come to when I need a second opinion.

JustinKernersville, NC

< Previous | Next >

Meet the Experts:

Mike

Mike

Mac Medic

8,552 satisfied customers

Over 20 years IT experience with Apple computers in publishing, marketing and design.

Daniel

Daniel

Mac Genius

4,711 satisfied customers

Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.

Vinod Menon

Vinod Menon

Support Specialist

2,370 satisfied customers

worked as a Tech support Associate for Apple products

John T. F.

John T. F.

Mac Druid

1,979 satisfied customers

20+ years in the computer/Mac industry

David

David

Mac Support Specialist

1,468 satisfied customers

BSc H.Dip Apple Certified Professional

Claws224

Claws224

IEEE Datacommunication Engineer

965 satisfied customers

IEEE, Microsoft

Mac Tech

Mac Tech

Apple Specialist

888 satisfied customers

7 + Years Supporting Apple Products

< Previous | Next >

Related Mac Questions
I installed macOS high sierra version 10.13,1 and know
i installed macOS high sierra version 10.13,1 and know evertime i close lid on MacBook pro 15" early 2011 i have to reboot it to get screen bock on … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I turned off my iPad right after I bought an audio book. I
I turned off my iPad right after I bought an audio book. I lost it. Can I find it? … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I replaced my cracked screen at Staples and cannot restart
I replaced my cracked screen at Staples and cannot restart my phone … read more
Jon
Jon
Bachelors Degree
394 satisfied customers
Myn mini iPad 4 opens with the apps in a large size thanks.
Myn mini iPad 4 opens with the apps in a large size thanks … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
It is hung up, I changed my network and the ApplTV is no
it is hung up, I changed my network and the ApplTV is no longer connected to the network. When I turn on ApplTV two Icons are displayed ... Computer (I looks like it is selected) and settings. I can't… read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I am trying 2 activate a replacement phone, it is asking for
I am trying 2 activate a replacement phone, it is asking for my Goggle password ***** I can't remember it HELP! … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
Is there a problem between SlingBox and Mac OS High Sierra
Hello Is there a problem between SlingBox and Mac OS High Sierra 10.13.1 … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I can't play any games because I need to have updates to 6.0
I can't play any games because I need to have updates to 6.0 or more … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
I deleted my mailbox trash. When I went back to my email, I
I deleted my mailbox trash. When I went back to my email, I found that the iCloud box had disappeared. It was the primary address for almost all of my personal mail. I tried a few things but nothing b… read more
Jon
Jon
Bachelors Degree
394 satisfied customers
Can I get a new sim card to change from teltra 3-00 to apple
can I get a new sim card to change from teltra 3-00 to apple 5 ipad from your store cost please. … read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
My ipad screen has gone black and will not respond or open
my ipad screen has gone black and will not respond or open up. Does this mean the ipad is out of date or is the battery done? … read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
952 satisfied customers
Cannot connect to epson ET_4550 Printer. 10.13.1. Tried to
Printer says it is hooked up with wi-fi but shows not connected… read more
Justin Johnson
Justin Johnson
Training and Development Contractor
502 satisfied customers
My mac went down from a power outage, upon restarting it has
my mac went down from a power outage, upon restarting it has no sound. I am using an Apollo 8 duo. Under preferences (sound) it says "the selected device has no input/output controls" … read more
Damian Costa
Damian Costa
Owner
Computer Network System Engineer
40 satisfied customers
Have recently purchased an i-Mac,I had Aperture on my
Have recently purchased an i-Mac,I had Aperture on my Mac-Mini and now I cant update my Aperture 2 on an i-Mac what is wrong ? … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,109 satisfied customers
I installed Sierra. The MacBook was supposed to restart. The
I installed Sierra. The MacBook was supposed to restart. The screen is grey there is a circle With a diagonal line in the middle of the screen. Intermittently the apple logo flashes ver quickly in the… read more
RandyNetwork Tech
RandyNetwork Tech
1,746 satisfied customers
How do I find my security key? My Computer is a Mac mini,
My Computer is a Mac mini, about 2 years old I am running Mac OS High Sierra … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
My iPad Air is locked. My 4 digit password won't register
My iPad Air is locked. My 4 digit password *****'t register and when I try to shut it down, I can't do so. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
We are trying to open cell phone that is diabled. it says to
we are trying to open cell phone that is diabled. it says to connect to itunes … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,212 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x