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 below:
For Windows 10
For Windows 8/8.1
For Windows 7

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.
Applies To: Antivirus+ Security - 2015;2016;2017;2018;Internet Security - 2015;Internet Security - 2016;Internet Security - 2017;Internet Security - 2018;Maximum Security - 2015;Maximum Security - 2016;Maximum Security - 2017;Maximum Security - 2018;Premium Security - 2015;Premium Security - 2016, Premium Security - 2017;Premium Security - 2018;

Last Updated: Sep. 15, 2017 5:43 PM (PST)
Solution ID: 1104508