Removing unwanted pop-up messages

You encounter random pop-up messages or advertisement due to malware infection or unwanted programs.

We recommend that you print out this document or bookmark this page before proceeding because you will be asked to restart your computer during the procedure.

 


STEP 1: Restart your computer in Safe Mode with Networking
To enable Safe Mode with Networking, select your Windows version from the tabs below:

 


To enable Safe Mode with Networking, do the following:
  1. Click the Windows Start Menu button, then click Power.
    Power button

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  2. On your keyboard, press and hold the SHIFT key, then click Restart.
    Power button
  3. Click Troubleshoot.
    Choose an option
  4. Click Advanced Options.
    Advanced Options
  5. Click Windows Startup Settings.
    Windows Startup Setting
  6. Click Restart.
    Restart
  7. On your keyboard, Press the 5/F5 key to enable Safe Mode with Networking.
    Startup Settings screen on Windows 8
  8. Log on to Windows using an account with administrator privileges.

To enable Safe Mode with Networking, do the following:
  1. On your keyboard, press the Windows Windows Key + I keys to open the Settings window.
  2. Click Power.
    Power option in Windows 8

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  3. On your keyboard, press and hold the SHIFT key, then click Restart.
  4. Click Troubleshoot.
    Choose an option
  5. Click Advanced Options.
    Advanced Options
  6. Click Windows Startup Settings.
    Windows Startup Setting
  7. Click Restart.
    Restart
  8. On your keyboard, Press the 5/F5 key to enable Safe Mode with Networking.
    Startup Settings screen on Windows 8
  9. Log on to Windows using an account with administrator privileges.

To enable Safe Mode with Networking, do the following:
  1. Restart your computer.
  2. On your keyboard, press the F8 key repeatedly while your computer is starting until the Advanced Boot Options screen appears.
    Advanced Boot Options

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  3. On your keyboard, press the arrow down key. Select Safe Mode with Networking, then press ENTER.
  4. Log on to Windows using an account with administrator privileges.


On April 8th, 2014, Microsoft formally announced the Windows XP end of support. Because Microsoft no longer fixes issues on Windows XP, it has become increasingly difficult for Trend Micro to keep users safe on this operating system. We encourage all of our users to upgrade their PCs to a more modern operating system which will provide greater stability and security. You can refer to this article for more information.

STEP 2: Remove Potentially Unwanted Programs (PUP)
Double-check the programs that you are trying to remove because some of the programs listed are needed by your computer.

 

To remove unwanted programs, do the following:
  1. On your keyboard, press the Windows Windows Key + R keys. This will open the Run window.
  2. In the Open field, type "appwiz.cpl", then press ENTER. The Control Panel will appear.
  3. Uninstall the following software from your computer:
    • All Music Toolbars
    • All Movies Toolbar
    • Unwanted/unfamiliar programs or toolbars

STEP 3: Remove unnecessary and unwanted toolbars
Some toolbars are considered adware and may cause some problems to the usability of the browser. If unwanted toolbars are installed on the computer, unwanted pop-up messages and advertisements may be experienced.
For instructions on how to remove unwanted toolbars, refer to this Knowledge Base article: Removing unnecessary and unwanted toolbars in your web browsers.

STEP 4: Check for malware infection
Your computer may be infected by viruses that causes the pop-ups to appear. Scan your computer using the Trend Micro Anti-Threat Toolkit to check for malware.
For instructions on how to use the Trend Micro Anti-Threat Toolkiit, refer to this Knowledge Base article: Using the Trend Micro Anti-Threat Toolkit to remove malware infection.
After completing the steps above, restart your computer to normal mode to check if the pop-ups will still appear.
Video Tutorial

Applies To: Antivirus+ Security - 2015;Antivirus+ Security - 2016;Antivirus+ Security - 2017;Internet Security - 2015;Internet Security - 2016;Internet Security - 2017;Maximum Security - 2015;Maximum Security - 2016;Maximum Security - 2017;Premium Security - 2015;Premium Security - 2016, Premium Security - 2017;Titanium AntiVirus + - All;Titanium Internet Security - All;Titanium Maximum Security - All;Titanium Premium Security - All;

Last Updated: Jan. 13, 2017 5:51 AM (PST)
Solution ID: 1104508