Having issues with suspicious pop ups

[willowe06]

Keep getting messages that I have some kind of virus

[willowe06]

I am having issues with my HP laptop. I get messages such as I have a trojan virus or some kind of system problem.

I had this problem once before and you took care of it for me

[Raj_05]

Hi @willowe06,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP Notebook - 15 is being targeted by misleading pop-ups that are attempting to trick you into thinking your system is infected with a virus or trojan. These pop-ups are often caused by adware, malicious extensions, or potentially unwanted programs (PUPs). Here's how to address the issue.

Steps to Remove Suspicious Pop-ups and Potential Malware:

Run a Full Antivirus Scan:

• Ensure that your antivirus is up to date.
• Run a full system scan with Windows Defender or a third-party antivirus solution to detect and remove any threats.

Check for Suspicious Programs:

• Go to Settings > Apps > Apps & Features.
• Look for any programs that you don’t recognize or haven’t intentionally installed. If found, uninstall them.

Remove Malicious Browser Extensions:

• Open your browser (Chrome, Edge, Firefox, etc.).
• Go to the settings and review the installed extensions/add-ons.
• Remove any that are unfamiliar or seem suspicious.

Clear Browser Cache and Reset Settings:

• Clear your browser’s cache and cookies to remove any lingering data related to these pop-ups.
• Consider resetting your browser to its default settings to eliminate any misconfigurations:
  • In Chrome: Settings > Reset settings > Restore settings to their original defaults.
  • In Edge: Settings > Reset settings > Restore settings to default values.

Update Your Operating System and Software:

• Ensure your Windows OS and all software are up to date, which helps to patch vulnerabilities that may be exploited.

Install and Run Malwarebytes (Optional but highly recommended):

• Download Malwarebytes (free version).
• Run a scan to detect and remove any malware or adware that might have been missed by your antivirus.

If these steps don't fully resolve the issue or if the pop-ups continue after cleaning, the problem might be more embedded, and I can guide you through more advanced troubleshooting, such as:

• Booting into Safe Mode and running another scan.
• Checking your startup programs for anything suspicious.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support