/chromebook/community?hl=en
/chromebook/community?hl=en
8/27/15
Original Poster
Eva G

Do NOT install Tunnelbear but if you do here is what to do..

I had a misconception about Virtual Private Networks, I thought from an article I read extolling the benefits of it, that it protects your data from others when you are using public wifi, what happened to me was that it put a malicious extension on my chromebook, when I signed in under my own name (perhaps because I installed that as a browser) I could not connect to the internet, although I could as a guest.

Not only did it stop my computer from connecting  with the browser in my home, it also did my friend's comp., (I managed to convince a friend who had a brand new chromebook with no usage to come over only to see if it was my wifi or my computer-did NOT have her download the app ) and when I went over to my tenant's place to use their wifi (my car wouldn't start to go elsewhere and my cell didn't work, NOT a good day) my computer wouldn't connect with theirs either and for awhile neither did my friend's, although it finally did over there, although mine would not, but when I went back to my house,  I was able to use my computer ONLY when I signed in as a guest. Well these are all the problems that it caused, because what it was a malicious extension.  

When I installed it, something strange happened, a box popped up, with a woman's name and IP address and asked for gmail address and new password created for their site (NOT the one they emphasized to your account-when you sign up you do need to let them have access to your info, something I normally wouldn't do so I don't like to sign up with Facebook accounts)  but since it was for  computer "security" I did.  I entered the password twice, when it didn't seem to work I closed the box, when I went to my email Tunnelbear had sent me an email to verify and was surprised because I wondered how I got the pop ups when I didn't verify. There is nothing on the internet about Tunnelbear hacking into people's account et al, but it could be that THEY were hacked and people are installing malicious extensions.  They only have an email option and despite my emails telling them to please contact me right away and it being very urgent,  over four hours later they haven't probably because I was not a paid subscriber or maybe not even on their roster, cause I wasn't sure if I had verified but thankfully we have live help on Google Chromebook help desk, so now what is following is what to do, when you install it and you can't do anything on your computer. It did say something on the bottom about installing extension for Tunnelbear, but that had gone on for two hours, but it helped the tech agent.

First you need to do a hard reset, which is pressing the power key and the round circle arrow key.  Computer goes on and off and after it stop doing that,  you need to go to the settings in the upper right hand corner with the three lines, in the drop down menu, go to more tools and in the drop down from that, go to extensions, Tunnelbear shows up as an extension and you just trash that (don't forget to hit delete in the pop up box).  Once you do that, I think, you hit the hard reset again, where computer goes on and off, and then it works like normal again.  (I know it seems simplistic to go into such detail but this helps to remind people what to do, believe me I have friends who need to write EVERY step.)

Well, I hope this helps someone,  was so distraught at what I thought was my stupidity that I ruined my computer, that I didn't think of going to the forums which given the circumstances (since I couldn't call from the my sign in browser on my computer but the guest sign in where they couldn't see the problem, afraid they couldn't help) made sense but when I went on here to post something that would hopefully help someone in the future ,when I put in Tunnelbear in this help search engine, nothing like this was on there.
Community content may not be verified or up-to-date. Learn more.
All Replies (9)
Tickmc
8/27/15
Tickmc
Eva,

I respectfully disagree - I have used Tunnelbear on a number of Chromebooks successfully for many months. As have a number of people here.

In any event, all extensions can be immediately disabled by using Reset Settings (not Hard Reset) just once.

- Mike  
Frank Tedesco
8/27/15
Frank Tedesco
None of what you report is my experience with TunnelBear.  I have been a Beta tester for the Chromebook side of it and I use it on my Android as well.

I am sorry those things happened to you, but they have nothing to do with TunnelBear. I find this a malignment that is undue.  You do not tell of of all your other extensions, what sites you visited beforehand, and so on. We have no way of duplicating your Browser experiences unless you tell us.

TunnelBear ain't the problem.
8/27/15
Original Poster
Eva G
My browser experience happened IMMEDIATELY after my experience with installing the app. other extensions on there had been there a long time. Neither of you mentioned if what happened to me happened to you, which is a box popped up with a female name and IP address that wanted to know my gmail username and the new password that I created for the app and this was before I saw the email to verify my account.  As I said may be it was hacked and NOT their fault.  If other people want to risk it, it is their decision to make, my purpose was NOT to malign them but to tell others WHAT happened if and if they had the same results to have their computers restored to normal.  I thought I made a second reply but don't see it on the forum, so if it's repeated below, that's why but as for the comment that you don't have to do hard  reset, that's fine if it's easier, just repeating verbatim what I was told to do and it worked. 
I tho
8/27/15
Original Poster
Eva G
You are probably right about reset but I just repeated what the google tech person told me, so if it works, why criticize it but if your purpose was to show there was another way to do it, that's fine, the more the better.
Google user
8/27/15
Google user
Another possibility is that you installed a rogue extension that was masquerading as TunnelBear.  There are extensions/apps in the Google Play store that appear to be almost exact copies of legitimate apps when looking at the list of apps, but are knockoffs created intentionally to mislead and harm unsuspecting users.  I know Chromebooks use the Chrome Web Store instead of Google Play but it is possible that the same type of scheme could be occurring in the Chrome Web Store.

Unlikely?  Maybe.  Impossible?  No.  Google, Apple, Microsoft, etc. attempt to prevent malicious apps and extensions from appearing in their stores. But the bad guys are smart too. There are many talented but misguided individuals engaged in an 'arms race' with Google and other vendors. The good news is that the Chromebook is designed to mitigate the risks inherent in online computing so you were able to recover.
Jim Dantin
8/27/15
Jim Dantin
Excellent point Jim-theOriginal.

Whenever an issue like this surfaces we need careful documentation such as the actual URL of the app/extension that was installed - that helps us identify if it was a copycat.

I've been researching the issue this morning and can't find any other similar report for the real Tunnelbear.

Eva - please provide the URL link to whatever you installed. If you searched for it in Web Store, you should be able to find it again.
Tickmc
8/27/15
Tickmc
It might be also worth pointing out a foible in TunnelBear whereby a popup password box might appear requesting a username & password. This box is to be disregarded and is sure to be ironed out as part of their beta testing.

- Mike
Jim Dantin
8/27/15
Jim Dantin
Screenshot from ANYONE would be useful.
Frank Tedesco
8/27/15
Frank Tedesco
verbatim is one thing; documentation is another
Were these replies helpful?
How can we improve them?
 
This question is locked and replying has been disabled. Still have questions? Ask the Help Community.

Badges

Some community members might have badges that indicate their identity or level of participation in a community.

 
Google Employee — Google product team members and community managers
 
Community Specialist — Google partners who help ensure the quality of community content
 
Platinum Product Expert — Community members with advanced product knowledge who help other Google users and Product Experts
 
Gold Product Expert — Community members with in-depth product knowledge who help other Google users by answering questions
 
Silver Product Expert — Community members with intermediate product knowledge who help other Google users by answering questions
 
Product Expert Alumni — Former Product Experts who are no longer members of the program
Community content may not be verified or up-to-date. Learn more.

Levels

Member levels indicate a user's level of participation in a forum. The greater the participation, the higher the level. Everyone starts at level 1 and can rise to level 10. These activities can increase your level in a forum:

  • Post an answer.
  • Having your answer selected as the best answer.
  • Having your post rated as helpful.
  • Vote up a post.
  • Correctly mark a topic or post as abuse.

Having a post marked and removed as abuse will slow a user's advance in levels.

View profile in forum?

To view this member's profile, you need to leave the current Help page.

Report abuse in forum?

This comment originated in the Google Product Forum. To report abuse, you need to leave the current Help page.

Reply in forum?

This comment originated in the Google Product Forum. To reply, you need to leave the current Help page.