Apple: There's no malware on your Mac

[Bateluer]

http://www.dailytech.com/article.aspx?newsid=21693

Apple Internal Use Only - Issue/Investigation in Progress - Confidential Information - Do Not Disclose Externally

Symptoms

Customers may call AppleCare to report and issue with malware (trojan) software known as Mac Defender or Mac Security, or because they are concerned that their Mac could become infected. The name may vary as new variants are released onto the internet. This malware is installed from malicious websites.

Products Affected

Mac OS X 10.6, Mac OS X 10.5, Mac OS X 10.4

A second memo adds:

Important

o Do not confirm or deny that any such software has been installed.
o Do not attempt to remove or uninstall any malware software.
o Do not send escalations or contact Tier 2 for support about removing the software or provide impact data.
o Do not refer customers to the Apple Retail Store. The ARS does not provide any additional support for malware.

Leaked internal memos can be so embarrassing.

 

[zerocool84]

People still think their Mac can't get a virus or malware even though we know that's not true but no harm in letting them think that.

Andy says that in the past about 0.2 percent of service Macs were suffering from some kind of malware -- "most always DNS trojans." Now that number soared to around 5.8 percent, mostly thanks to MacDefender -- a trojan that DailyTech previously reported on.

The employee states, "There's been a very real uptick in the number of malware instances we've seen."

"With regard to how the company is dealing with it, the answer is not very well," he adds. "As you know, OS X requires an admin user to authenticate and OK the install for pretty much anything that's not drag and drop. The response has been a case of 'they installed it, so it's not our problem.' Until something that makes use of a zero-day exploit hits, I really doubt that we're going to do anything, technology wise, to address this."

But is the OS X security model really superior to Windows 7?

Famed Mac security expert Charlie Miller, who won multiple years for the fast Mac hack at Pwn2Own, comments, "Mac OS X is no more secure than any other operating system. It has vulnerabilities, and it will let you download and run malware. The difference is that there simply isn't that much malware written for it. The bad guys have focused all their energies at Windows, which makes up the vast majority of the computers out there. However, as market share for Macs continues to inch up, that equation is going to change and bad guys will begin to focus in on Macs, if that hasn't already started to happen. And as I mentioned above, Macs are no more inherently secure than Windows, so when the bad guys decide to go after them with gusto, it'll get ugly fast."

Other hackers have also commented that OS X 10.6 ("Snow Leopard") has inferior security to Windows 7. To boot, Apple doesn't provide users with free antimalware software like Microsoft Corp. (MSFT) does.

Oh and wrong forum.

 

[Bateluer]

People still think their Mac can't get a virus or malware even though we know that's not true but no harm in letting them think that.



Oh and wrong forum.

Oops, my bad. Mods can move to Apple forum.

 

[Aikouka]

You really ought to read my comment on it... actually, I'll post it:

Jason, I think your article may be looking at this in the wrong light. It is a somewhat logical conclusion that based on the article, Apple wants its technicians to feign ignorance, but there's another (and in my opinion, far better) conclusion. Apple isn't simply ignoring malware; they're refusing to take support calls through AppleCare where a customer believes they're infected with malware.

I'd have to read over the AppleCare clause for a Mac (I don't own a Mac) to see if there's anything in there about AppleCare not covering non-OS related software issues. I mean... technically, a user getting malware isn't Apple or Microsoft's fault nor problem. I think the second memo actually solidifies my conclusion. The first bullet point says you should not even attempt to diagnose a malware issue over the phone. The second says you should not attempt to treat a malware issue over the phone. The third says you should not attempt to push a malware issue up the tech support chain (i.e. lower level -> higher level support). The fourth says that the Apple Store's support (Genius Bar) will not help with these issues either, so do not recommend it.

As one other commenter jokingly posted (but it seems he was actually correct), "You're reading it wrong."

 

[Suspicious-Teach8788]

Yeah where does Apple DENY the possibility of malware in this memo?

It seems to me they will not confirm or deny yet. This seems like standard practice. If you have a potential problem, you investigate it. No one's going to admit to a bunch of faults immediately. Just like Samsung's GPS issues. The company didn't come out day 1 and say yup we fvcked up. We'll fix it. They said they'll look into it, did and then said they'll have a software fix.

Here is a similar issue. Apple doesn't have a solid set of steps to resolve these issues as a CORPORATE policy. As the poster above said this is simply Apple saying that they will not treat the problem. No where did they say "Your Mac is fine," or "What is this malware you speak of?" Maybe if this problem is severe enough Apple will look into some treatment options. I mean after all, after how many viruses, adware, etc. and problems with IE6 did Microsoft finally step in and say "Ok, let's start promoting security?"

BTW, what does Microsoft say when you call them about spyware issues?

 

[TheStu]

I am moving this to All Things Apple, not entirely sure why you thought it belonged here.

Moderator TheStu

 

[Dulanic]

Yeah where does Apple DENY the possibility of malware in this memo?

It seems to me they will not confirm or deny yet. This seems like standard practice. If you have a potential problem, you investigate it. No one's going to admit to a bunch of faults immediately. Just like Samsung's GPS issues. The company didn't come out day 1 and say yup we fvcked up. We'll fix it. They said they'll look into it, did and then said they'll have a software fix.

Here is a similar issue. Apple doesn't have a solid set of steps to resolve these issues as a CORPORATE policy. As the poster above said this is simply Apple saying that they will not treat the problem. No where did they say "Your Mac is fine," or "What is this malware you speak of?" Maybe if this problem is severe enough Apple will look into some treatment options. I mean after all, after how many viruses, adware, etc. and problems with IE6 did Microsoft finally step in and say "Ok, let's start promoting security?"

BTW, what does Microsoft say when you call them about spyware issues?

To download Microsoft security essentials and malware bytes. What they don't do is say no problems move on.

Also Microsoft doesn't make the pc so it's not Apple's to Apple's comparison. Any PC manufacturer will at least point you in the right direction towards some anti virus not pretend thereis no problem.

 

[Pliablemoose]

Apple could solve the malware problem, but people would be seriously pissed...

Only allow users to install software from Apple, just like apps on the iOS devices...

 

[Sephire]

Bad PR for Apple.

The malwares is a genius because Apple users are most often rich Cx and won't notice the charges. So for now easy pickings. All those credit card numbers Yikes!

 

[charrison]

Yeah where does Apple DENY the possibility of malware in this memo?

It seems to me they will not confirm or deny yet. This seems like standard practice. If you have a potential problem, you investigate it. No one's going to admit to a bunch of faults immediately. Just like Samsung's GPS issues. The company didn't come out day 1 and say yup we fvcked up. We'll fix it. They said they'll look into it, did and then said they'll have a software fix.

Here is a similar issue. Apple doesn't have a solid set of steps to resolve these issues as a CORPORATE policy. As the poster above said this is simply Apple saying that they will not treat the problem. No where did they say "Your Mac is fine," or "What is this malware you speak of?" Maybe if this problem is severe enough Apple will look into some treatment options. I mean after all, after how many viruses, adware, etc. and problems with IE6 did Microsoft finally step in and say "Ok, let's start promoting security?"

BTW, what does Microsoft say when you call them about spyware issues?

They actually have a 1800 number you can call to help resolve these issues. I was quite surprised when I learned about this number.

 

[airdata]

LOL...

Silly Apple.

Do not confirm or deny existence of said malware... we wouldn't want all of the people running around claiming their computer can't get a virus to realize they've been misinformed all along.

I honestly can't wait for more malware to get written for mac os just to shut people up about their claims that you can't get a virus. That happens when you have under 10% of market share.

 

[runawayprisoner]

When internal memos have bad grammar (or spelling), one has to wonder...

 

[Sephire]

It pops up full screen. For your non-techy friends and family. Game over.

 

[Sephire]

 

[Sephire]

Mac Defender discussion at Apple forum

Thread started April 30.

Yikes!

 

[VinylxScratches]

Keep in mind that this asks for your password before installing. So it's not like auto installs like what usually happens in windows land.

 

[Sephire]

Unfortunately "Normal" users are going in to that trap just the same.

Complete with their Credit card info

 

[airdata]

OSX is probably a gold mine.. probably all sorts of idiots who would fork over a credit card number if they got a pop up saying they're infected.

 

[Sephire]

At least some Windows users now are "trained" to ignore this or AV catching it but Apple users geeeeeeaaaaaahhhh.

It is a Gold Mine.

 

[mugs]

LOL...

Silly Apple.

Do not confirm or deny existence of said malware... we wouldn't want all of the people running around claiming their computer can't get a virus to realize they've been misinformed all along.

I honestly can't wait for more malware to get written for mac os just to shut people up about their claims that you can't get a virus. That happens when you have under 10% of market share.

Only a fool would claim that Macs can't get viruses. You may be confused by people who claim that Macs don't get viruses, which is different from claiming that they can't get viruses.

 

[wantedSpidy]

I love how everyone assumes mac users are dumber than pc users. Bottom line is you can be stupid or smart and use either one.

Stuff like this will become more prevalent on Macs as they keep gaining market share. But I doubt they will ever become a big enough part of the market for malware to target them at the same level that they target PC users.

 

[Pliablemoose]

LOL...

Silly Apple.

Do not confirm or deny existence of said malware... we wouldn't want all of the people running around claiming their computer can't get a virus to realize they've been misinformed all along.

I honestly can't wait for more malware to get written for mac os just to shut people up about their claims that you can't get a virus. That happens when you have under 10% of market share.

Some people don't even seem to know the difference between malware and viruses.... Shocking, isn't it?

 

[charrison]

Keep in mind that this asks for your password before installing. So it's not like auto installs like what usually happens in windows land.

Funny that annoying, do you want to allow this app to run, has been around since vista. Trojans work the same on all platforms.

 

[bustbang]

$$$

 

[Kmax82]

This is one of the plusses for the AppStore. If you only install things through the AppStore, you run next to no risk in installing a virus or malware.

On a side note, as rampant as viruses and other things are, why in the world do people still fall for these things?