![]() They are then to direct the customer to the “What is Malware?” Help document using Finder. If the software is already installed, support personnel are instructed to make sure all security updates have been installed using Software Update. You should not confirm or deny whether the customer’s Mac is infected or not. There are two different resolution paths, depending on whether the customer says Mac Defender / Mac Security has or has not been installed.Īccording to this document, if the caller says he or she has not installed the software, the support rep should “suggest they quit the installer and delete the software immediately.” That is followed by this disclaimer:ĪppleCare does not provide support for removal of the malware. ![]() ![]() The document (shown below) provides specific instructions for support personnel to follow when dealing with a customer who has called AppleCare to request help with this specific attack. An internal document with a Last Modified date of Monday, notes that this is an “Issue/Investigation In Progress.” Apple is actively conducting an internal investigation into the Mac Defender malware attack I wrote about yesterday ( here and here).
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