A user is complaining they are getting frequent pop-up windows while browsing the web. You have already verified there is an anti-virus software installed and that no viruses were found. How should you proceed?
Reformat the PC
Rerun the anti-virus software in safe mode
Check installed browser extensions and plugins for the cause of the popups
The two most common ways to inject pop-up windows into a web browsing session is by using a malicious application which will most likely be found by the anti-virus software, or by installing a plugin or extension to the browser that creates the pop-ups. Some free applications downloadable from the internet will install these plugins as a way to create ad revenue.
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What are browser extensions and how do they work?
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How can I check and manage browser extensions?
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What should I do if I suspect an extension is causing pop-ups?