To resolve the issue, do either of the following:

Aside from Trend Micro Security's built in scanner, you may also use our Free Malware Removal tools:

 

• HouseCall - This is the tool that you need to use first. HouseCall scans your PC for a wide range of Internet security threats including viruses, worms, Trojans, and spyware.
  For instructions, refer to this Knowledge Base article: Scanning your computer using Trend Micro HouseCall (For Home Users).

   

• RootkitBuster - If you suspect there is a malicious component preventing HouseCall from executing, or that is trying to hide from the system, you may run the RootkitBuster. This tool is a rootkit scanner that can check through hidden files, registry entries, processes, drivers, and hooked system services. It can also clean out hidden files and registry entries that were created by malicious software.
  For instructions, refer to this Knowledge Base article: Using the Trend Micro Rootkit Buster for Home Users.

   

• FakeAV Remover - This tool allows you to clean rogue antivirus, also known as Fake Antivirus (FakeAV). FakeAV threats have been rampant in the past few years. Various FakeAV variants have infected millions of PCs and are continuously spreading worldwide. If you find out that you have this malicious software, use this to clean your computer.
  For instructions, refer to this Knowledge Base article: Fake Antivirus (FakeAV) Removal Tool for Home Users.

   

• Anti-Threat Toolkit (ATTK) - The ATTK scanner can be used for offline and online computers. Download the correct package for your system: if your computer is connected to the Internet (online) or not (offline).
  For instructions, refer to this Knowledge Base article: Using the Trend Micro Anti-Threat Toolkit to analyze malware issues and clean infections - For Home and Home Office users.

   

• Ransomware Screen Unlocker Tool - The AntiRansomware Tool is able to execute successfully on an infected environment and stop a ransomware process. However, for digitally signed ransomware processes, the tool will not be able to stop the process completely but it can minimize it.
  For instructions, refer to this Knowledge Base article: Downloading and using Trend Micro™ Ransomware Screen Unlocker Tool.

   

• Ransomware File Decryptor​ - a tool that attempts to decrypt files encrypted by certain ransomware families.
  For instructions, refer to this Knowledge Base article: Downloading and Using the Trend Micro Ransomware File Decryptor.

   

• Rescue Disk - allows you to use a CD, DVD, or USB drive to examine your computer without launching Microsoft Windows. It finds and removes persistent or difficult-to-clean security threats that can lurk deep within your operating system.
  For instructions, refer to this Knowledge Base article: Using Trend Micro Rescue Disk.

   

• HijackThis (HJT) - generates an in-depth report of registry and file settings from your computer, allowing you to selectively remove items from your machine. This is very helpful in removing unwanted ads caused by unnecessary program installed on your computer.
  For instructions, refer to this Knowledge Base article: Generating Trend Micro HijackThis logs for malware analysis.

 

Note for Windows XP Users:
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. While our internet security products can be installed on Windows XP, 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.