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?
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 plugins and extensions?
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How do malicious browser extensions cause pop-ups?
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How can users identify and remove harmful browser extensions?