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?
Rerun the anti-virus software in safe mode
Reset the user's profile in Active Directory
Reformat the PC
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 plugins?
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How can I check for malicious extensions in my browser?
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What steps can I take if I find a malicious extension?