Malware issuee

My mother in law is having an issue with her laptop. When she is browsing the internet, various sites, google, kohls, target, amazon, whatever it happens to be, she will see a popup message (enclosed attachment), along with the popup there is audio telling her to call a number, and it's saying that her computer is infected with malware. I have run several A/V scans and malware scans and I have found NOTHING! What is causing this?
Andrew CarterSystems and Storage SpecialistAsked:
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serialbandConnect With a Mentor Commented:
It's likely in the browser as previously stated by @Thomas Zucker-Scharff.

It's also possible that one of the sites' ad channels is serving up malware.  In that case install an adblocker and see if it goes away.
David FavorLinux/LXD/WordPress/Hosting SavantCommented:
This is a likely indication of...

1) You're running Windows (shudder).

2) You're machine has been infected with Ad Ware.

3) If you follow provided instructions, your machine will likely be infected with Malware.

Search for the the message + how to remove it.

Also, if this machine is only used to run a browser, you might consider just installing Ubuntu + Chrome to reduce time required to deal with this type of nonsense.
Andrew CarterSystems and Storage SpecialistAuthor Commented:
Yes it's running Windows, my  mother in law knows NOTHING about technology and there is NO WAY that she would understand Ubuntu, so that's not an option. I use Malwarebytes on her pc but it's constantly not finding anything, is there a better tool that I should be using?
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CESNetwork AdministratorCommented:
you could try TDSS Killer to look for rootkits, as well as roguekiller.  You could also cycle through some free anti-viruses and run a full scan, uninstall and try another (avast, AVG Free)
Thomas Zucker-ScharffSystems AnalystCommented:
It sounds like a BHO (Browser Helper Object). Have you run SpyBHORemover from

Or spydllremover
RaminTechnical AdvisorCommented:
I think the PC is Infected.

On a clean computer go to this address and create a rescue disk.

Set the infected PC to boot from USB first, do it from BIOS.

Insert your USB, save and exit BIOS.

Scan the PC,

when you finished, remove the USB,  restart the PC,   go to BIOS settings and return the BIOS settings to what it was. save and exit.

After restart, let Windows to boot normally.
JohnBusiness Consultant (Owner)Commented:
See if you can upgrade to Windows 10.  The newest version (1709) using Windows Defender has App and Browser control with Exploit Protection that used to come with EMET.  This all works very well and I do not see any pop ups like this on my own machine or our home desktop machine.

Clean up from viruses first as suggested above.
JohnBusiness Consultant (Owner)Commented:
Per your PM, this is a Windows 10 machine, so clean up the viruses as per above and then do a non-destructive Windows 10 Repair Install (Keep Everything) to clean up the machine. Make sure it is the most recent version of Windows and consider using Windows Defender as your main antivirus going forward.

Go to the Media Creation Link

Windows 10 is running, so click on the Download button (not Upgrade Button, select Open (Run) but NOT Save. Allow the program to run. Allow drivers to update. Then select Keep Everything.
use norton power eraser
mcafee stinger
Andrew CarterSystems and Storage SpecialistAuthor Commented:
Instead of having her use Microsoft Internet Explorer, I set up Microsoft Edge for her, showed her where her favorites are and how to get to the print menu. I figure that the security is better in Edge and I installed an extension for Edge (Adblocker). So far no annoying ads...Thanks for the help!
Thomas Zucker-ScharffSystems AnalystCommented:

Just wondering why you closed the question in the manner you did?
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