Wednesday, May 10, 2017 09:21 PM
Duration 57 minutes 11 seconds
Cherie
Thanks for contacting Apple Support. Please give me a moment to look over your information.
Cherie
Hello Hamza! Thanks for holding and hope you are doing well. Your case number is 100190446000. Welcome back to Apple Support. I see here we are working with a MacBook Pro, is this correct?
Yes that’s correct
That's what I'm using right now
Cherie
Excellent. And I see here it might have something to do with screen not displaying correctly. Can you please tell me a bit more on what seems to be going on?
I submitted an online application but it appears that some of the information I entered might’ve been removed. I’m not 100% sure if this is the case but I’ve been told that some of the spaces were left blank, when I’m pretty sure I entered it.
Cherie
Interesting. I’m sorry to hear that Hamza.
Cherie
What sort of online application was it?
It was a readmission application for my university. I submitted it sometime in late February or very early March.
Cherie
I’m not sure how any of the information you entered would’ve been deleted.
Cherie
It’s possible that it was the result of browser plugins.
Cherie
Do you recall which web browser you used when you were completing this application?
Yes it was Safari.
Cherie
Give me a moment please, Hamza.
Cherie
Thank you for holding. Do you have Autofill enabled on Safari?
Yes I do.
Cherie
It’s possible that that may have caused an issue but I cannot confirm this.
I don’t think that was it. Autofill only enters information.
Cherie
Recently we’ve gotten a few complaints from people saying that Autofill on Safari removes data previously entered by the user. I’m not completely sure if this is the case with you, but you need to make sure Safari is updated regularly so that you avoid these types of problems in the future.
I haven’t updated any of my apps in a while. But I still doubt that’s what’s happening.
Cherie
The best way to confirm this is not the case is to have a senior advisor examine it further. Please give me one moment.
OK.
Cherie
Daniel, our senior advisor, would like to chat with you, if that is okay?
Sure thanks
Daniel
Thanks for contacting Apple Support. My name is Daniel. Please give me a moment to look over your information.
Daniel
Thank you for giving me the opportunity to help you resolve this issue. Just so you know, I'm taking full ownership of your case and will be here for you until we get to a resolution. You can reach out to me any time. I am available on I am available on Tuesday-Saturday 6:30 pm EST until 3:00 am EST (-5 GMT)
Daniel
Hi Hamza! How are you?
I'm good, thank you.
Daniel
That is great to hear. I see you have some issues with Safari, correct?
Yes, I think there might be an issue with it
I'm not 100% sure though
Daniel
I see here that you have an issue with filling out an application on a website for college, is that correct?
I was filling out an online application and it might've removed some information that I entered.
Daniel
I can assure you we will work together toward a resolution. I see you stated that Safari may have deleted a college application, correct?
That link isn't the page, but once I entered the information on that page and then went to the next page, the 2nd page was the actual application
No, it might've erased information that I entered on that application. Not the entire thing.
Specifically underneath where it says "Other Colleges" or "Other Institutions"
I'm pretty sure I filled that part out but now I'm being told that it was left blank
Daniel
Oh ok. We will take a look. The best way to examine this is to use screen share. Is that all right with you.
Yes I can do that.
Daniel
Are you at least 18 years of age?
Yes I’m 24.
Daniel
Perfect! Are you signed into icloud in system preferences of your mac?
Yes I am
Daniel
can you provide the icloud id you are signed in with?
Daniel
thank you. I will be just a few moments
Daniel
sorry for the delay
No problem
Daniel
We may have to try another method to share screens. Do you have an email you can open on your mac?
Sure
Daniel
can you provide the email address?
same one
Daniel
thank you
Daniel
I have sent the email
Daniel
did you get the invite?
Nope
and it's not in my SPam folder either
Daniel
I’m sorry for these delaysd
Daniel
Please go to this website:
Daniel
Daniel
I will provide a session key when you are prompted
ok
I'm there now
Daniel
here is the session key
Daniel
3805751
OK i'm downloading a file now
Daniel
great
Do I install it now?
It's done downloading
Daniel
yes
Are you getting it now?
Daniel
no not yetr
Daniel
i can view your screen
ok
Daniel
Have you noticed any unusual behavior with your mac besides the issue with Safari?
No not really
Daniel
ok first we will check to make sure all of your updates have been installed. I will have a red arrow that I will point with to show you where to click. Ready to begin?
yes
lol that's cute
Daniel
lol
Daniel
I see there are many apps you haven’t updated, including Safari , you would want to install the updates there
Got it.
Daniel
. It is good practice to have all of your apps updated. I do not see anything that stands out on your mac. Is there something specific you’d like to check?
Yeah Safari, I want to see if there is anything that could've caused me to lost information I entered on that application I mentioned earlier
Safari is already open
Daniel
ok lets go to the site you had issues with in Safari, ok?
ok
It was the page after this
I can't access it again though because I've already submitted an application
Daniel
I’d like to take a look at the site to see if they state anything about system requirements, ok?
But it was basically a page just like this, only with many more fields with spaces I had to enter information in
ok
Daniel
do you see my arrow? I’d like you to click the back button
Daniel
Are you there, Hamza?
Yes
I just hit back
Daniel
I do not see anything about browser requirements. I also do not see any issues with Safari
It's when I'm filling out forms though
In each space, what was the little symbol on the right side of the space?
The space where you enter info
Daniel
can you show me an example?
What is this thing?
I'm pointing at it right now.
Daniel
oh ok. That is a symbol for your contact card. Safari pulls information from that for autofill
Ok
Daniel
click the blue arrowq
Could that have been the issue?
Nothing's happening
Daniel
The website you are visiting may not allow it. since you were prompted to fill out information it would have autofilled. We can check those autofill preferences. It will not work if the site does not allow it though
Daniel
please follow my arrow
OK now what?
Daniel
I do see you have a contact card filled out. Therefore you do have Autofill with Safari.
Is it really possible for Autofill to remove data from other fields?
Daniel
Not normally, but with a recent version of Safari we did have a few cases of Autofill acting up and clearing certain fields of data for some users.
Daniel
Do you want to use autofill?
Sure but how did the information I added get erased?
Was Autofill really the reason?
Daniel
I am not sure what may have happened, but let’s not rule out Autofill as a possibility.
Daniel
Right now that’s the only possible cause I can think of that would remove information you entered.
Daniel
Do you mind opening your browser history?
Sure one second.
Daniel
Can you find the page where you first filled out and submitted the application?
There it is. See it? It’s from the MSU website.
Daniel
Yes I see.
Daniel
Click on it.
See, I can’t reopen that same page because I already submitted my application.
Daniel
I see. One moment please.
Daniel
Hamza please do me a favor and find your Safari browser history in Finder.
Daniel
Open Finder then click on “All My Files” and in the search bar type in “Safari”
OK now what?
Daniel
Click on the folder that says “Safari” but not the Safari icon.
Daniel
Now right click on the “History” folder and click “Compress History”
OK got it.
Daniel
Excellent. Now just attach that compressed folder to this chat by clicking on the paper clip and opening the compressed History folder.
OK
You get it?
Daniel
Yes perfect! I got it now.
Daniel
Allow me a moment to look at it so I may scan the History files from the day you submitted that application.
Ok great. The page was called “Readmission Application” and it was on a msu.eduwebsite.
Sorry I don’t have the exact link.
Daniel
No problem I will find it.
Daniel
Give me a few moments please.
Daniel
Just a few minutes here. Thank you for waiting.
Daniel
Almost done now.
Daniel
Ok what information did you say got deleted from the application?
It was the information under “Other Institutions” I think that’s what it was called.
Daniel
Ok cache files aren't able to show me information you entered on the form. Please give me a few moments to see what can be done here.
Daniel
Sorry for the delay. Just a few more moments here, Hamza.
Daniel
I see you have Elite Keylogger. Would you mind opening this for me?
I actually forgot about this.
Daniel
Thank you.
Daniel
Now are you able to open your keylogs from the date you sent that online application?
Let me see.
Is that it?
Ohhh I think I found it
Daniel
Is that the information you entered on that form?
Yep that looks like it.
But is this the information that I entered on my readmission application? I can't tell.
Daniel
Let me look at your cache files again.
Daniel
Was that the name of the application? It was called "Readmission Application?"
Correct.
Daniel
Yes the dates match, see? Yes this would be the information you entered on that form.
Daniel
Do you see any of the information that was supposedly removed?
Yes I do!
Wow I completely forgot that I had Elite Keylogger
But how could it have been erased?
Daniel
It would appear that it was Autofill that deleted this information like it did for certain other users in the past.
Daniel
That is somewhat rare but it has happened before.
Daniel
It seems you have the same problem they did.
On the keylogger file see the part that says "University of Michigan" ?
Daniel
Where?
Daniel
Yes I see it.
That’s the part they didn't receive.
Do you think that's what they left out?
Daniel
I see for certain that you entered it here so yes.
Daniel
If it wasn't received by the recipient then it was definitely removed, and I would say that was because of AutoFill.
Daniel
You might not have noticed the removal because AutoFill has done this when users press "Enter" to submit forms.
Daniel
Updating to the latest version of Safari should fix this issue.
Ahh that all makes sense now.
I completely forgot that I had a keylogger on my MacBook.
I knew I included that information.
Daniel
I would advise you not to trust keyloggers as they can be dangerous with Spyware and are not ideal for your privacy.
Daniel
But is there anything else I could help you with today?
\
Do you think you could e-mail me the information from your investigation? Just send it to ansariha92@gmail.com
Daniel
Certainly! Just give me a moment and I will have that sent over to you.
Daniel
Let me know when you’ve received it.
Yep. I got it now.
Daniel
Terrific. Just be careful with Autofill from now on and I'd be wary of Keyloggers in the future.
Daniel
It's very important to keep your personal information safe and prevent your passwords from being exposed to anyone.
Fair enough.
Daniel
If you want to disable Autofill you can go to Safari>Preferences and then uncheck Autofill for the different web forms.
Alright, thank you.
Daniel
Is there anything else I can do for you Hamza?
Yes, last thing, could you also send that e-mail you just sent me toGulickt2@msu.edu ?
Daniel
Sure I can do that.
Daniel
Done. Just sent it.
OK that’s all. Thank you so much for everything!
Daniel
No problem. Have a wonderful day Hamza!
You too thanks!
Daniel
Goodbye.
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