1. your router needs a reset . turn off both router and macbook. turn on router first.

This can be caused by endless different problems, from malware on the computer that she got by clicking on something untrustworthy trying to redirect her somewhere hinky, to previous data in a cache blocking her from accessing specific sites, to a glitch in the OS, to the device using an unreliable DNS for browsing (often linked to malware also). But, it’s all going to be software, not hardware, related.

Before even thinking of buying a new machine, which could be such an expensive waste of money especially if she sometimes clicks on things she shouldn’t do it’s likely to happen again, take it to a REPUTABLE Mac repair center. That means Best Buy is right out. You want to either make an appointment with a nearby Apple Store, or an independent Mac repair shop. They can start by checking for malware, and go on through clearing caches, updating the OS, or whatever else needs to be done. This is a situation where a person like me could fix it in minutes to a couple hours, but we’d have to have hands on the machine to diagnose the problem that could be caused by many things, when you get that specific message.

A reputable shop can make sure the Mac is configured correctly and the jet pack is right. This is most probably an easy fix but hard to walk you through what to do. I need to put hands on the computer and clear the cache, reset the network settings and test it out


It most probably is in the computer, but might be something with the jet pack

A few questions for you --

1) Have you shut down and restarted your Mac? A reboot clears up a lot of issues. Given that you can
connect to your wifi+Internet with your other devices means that your local wifi+internet are probably fine
(e.g. the JetPack is likely working ok).

If no, then try again after a shutdown and restart. Might as well power off and on your Jetpak too.

If yes, then ...

2) Can Safari connect to other sites?

If yes, then this a problem with Safari and that particular site (server). Something like resetting Safari
or triple-checking the site address might help. Make sure you have the https://TheSiteName.com typed
in correctly (or http://TheSiteName.com if it's an older site that doesn't do "https" yet). Clearing the
Safari cache might help.

If no, then ask:

3) Are the other services on your Mac that need Internet working? E.g. the app store and software update?

If yes, then there's a problem with Safari. Hopefully clearing the cache will be enough, it's possible that
it's got some kind of broken ad-blocker or other plugin causing problems.

If no then your mac+wifi+internet are broken. Make sure you're connected to your WiFi correctly. A review
of the network preferences panel (in the System Preferences application) is needed ... you might need
some help to interpret / reset this.

Good luck

but her Macbook will not connect and neither will her I phone. I tried it with my jetpak and the Macbook came right up after I refreshed the page.

Thanks a bunch, DU friends, for the tech support.

Last edited Sat Oct 8, 2022, 04:32 PM - Edit history (1)

"Oh, did you hit the re-set button?" Of course I didn't know it had a re-set button. Problem solved.

Thanks to all for your helpful suggestions. I am bookmarking this thread for the future.

ETA: Incidentally, the re-set button was inside the case.