Malware Support

Clear Cache & Cookies

• Open Microsoft Edge.

• Click the three dots (⋯) in the top-right corner of the browser.

• Select Settings from the dropdown menu.

• In the left-hand menu, click Privacy, Search, and Services.

• Scroll down to the Clear Browsing Data section.

• Click Choose What to Clear/

• Set the Time range to All time to remove everything.

  • Make sure Cookies and other site data and Cached images and files are checked.

• Click the Clear now button.

• Wait a few moments while Microsoft Edge deletes the files.

• Close Microsoft Edge completely and reopen it to ensure the changes take effect.

Remove Malicious Browser Extensions

• Open Microsoft Edge.

• Click the three dots (⋯) in the top-right corner of Microsoft Edge.

• Hover over Extensions, then click Manage extensions.

• Look through the list of installed extensions.

  • Malicious or unwanted extensions may have strange names, or show unusual behavior (pop-ups, redirects, ads).

• Click Remove on the extension you want to delete.

• Confirm by clicking Remove again in the pop-up.

• Close Microsoft Edge completely and reopen it to make sure the changes take effect.

Uninstall Suspicious Programs

• Click the Start button (Windows icon) in the bottom-left corner.

• Select Settings (the gear icon).

• In the Settings window, click Apps.

• Then select Installed Apps or Apps & Features (depending on your Windows version).

• Scroll through the list of installed programs.

  • Look out for anything you don’t recognize, didn’t install, or looks unusual (random names, toolbars, “PC cleaners” you didn’t download, recently installed without your knowledge).

• Click on the malicious/unwanted app.

• Select Uninstall.

• Confirm again if Windows asks you.

• Follow any on-screen steps to complete the removal.

• Restart your PC (Recommended).

Once the app is removed, restart your computer to ensure all components are fully deleted.

Reset Browser Settings

• Open Microsoft Edge.

• Click the three dots (⋯) in the top-right corner.

• Select Settings from the menu.

• In the left-hand menu, click Reset settings.

• Click Restore settings to their default values.

• Confirm the Reset. A pop-up will appear explaining what will change.

• Click Reset to confirm.

• Close and reopen Microsoft Edge to make sure everything has been fully refreshed.

Scan for Malware

Use TotalAV to scan and help remove any malware that is currently infecting your device.

TIP | For further guidance on using TotalAV to scan your device, see our here.

Clear Cache & Cookies

• Open Microsoft Edge.

• On the Apple Menu Bar at the top of your screen, click on Edge.

• Click Delete Browsing Data.

• A new window will pop up, choose What to Clear.

• Set the Time range to All Time to remove everything.

• Make sure Cookies and other site data and Cached images and files are checked.

• Click the Clear Now button.

• Wait a few moments while Edge deletes the files.

• Exit Edge completely and reopen it to ensure the changes take effect.

Remove Malicious Browser Extensions

• Open Microsoft Edge.

• Click the three dots (...) in the top-right corner of the browser.

• Click on Extensions.

• Look through the list of installed extensions.

  • Extensions you don’t recognize.

  • Extensions installed around the time the issue began.

  • Suspicious names or generic descriptions.

• Click Remove on each extension you want to delete.

• Confirm by clicking Remove again in the pop-up.

• Close Edge completely and reopen it to make sure the changes take effect.

Uninstall Suspicious Programs

• Open Finder.

• Click Applications.

• Look for malicious/unwanted apps. These may look like counterfeit versions of apps you already have, or apps you did not authorize to be installed.

• Right-click the malicious/unwanted application.

• Select Move to Trash.

• Empty the Trash.

• If prompted for your Mac password, enter it to confirm removal.

Reset Browser Settings

• Open Microsoft Edge.

• Click the three dots (⋮) in the top-right corner.

• Select Settings from the menu.

• Go to the left-hand navigation menu, and click on Reset Settings.

• Click Restore settings to their default values.

• Confirm the Reset. A pop-up will appear explaining what will change.

• Click Reset Settings to confirm.

• Exit and reopen Edge to relaunch the browser.

Scan for Malware

Use TotalAV to scan and help remove any malware that may still be present on your device.

Clear Cache & Cookies

• Open Microsoft Edge.

• Tap the ☰ in the top-right corner of the browser.

• Tap on Delete Browsing Data.

• Tap on Last 15 Minutes.

• Change the time scale to All Time.

• Make sure Cookies and other site data, and Cached images and files are checked.

  • It is up to you, if you wish to remove more than what we suggest to delete.

• Click the Delete Data button.

• Wait a few moments while Edge deletes the files.

• Your Edge browser has now been cleared.

Reset via App Settings (Full Reset)

• Go to Settings.

• Tap Apps.

• Select Edge.

• Tap Storage & cache.

• Tap Clear cache.

• Then Clear storage (or Clear data).

• Re-open Edge, and see if the notifications continue.

Uninstall Suspicious Apps

• Open Settings on your Android device.

• Tap Apps (or Apps & notifications).

• Tap See all apps.

  • On some Android devices, you may need to tap the three dots (⋮) in the top right-hand corner to view this step.

• Look for:

  • Apps you don’t recognize.

  • Recently installed apps (especially around when the issue started).

  • Apps with names that include the following terms:

    • Flash Player

    • Browser

    • Search Tool

    • Cleaner

    • Launcher

• Tap the malicious/unwanted app.

• Select Uninstall.

• Confirm removal.

• If the Uninstall button is greyed out:

  • Go to Settings > Security > Device admin apps.

  • Disable admin access for the malicious/unwanted app.

  • Then try uninstalling again.

• Restart your device after removal.

Scan for Malware

Use TotalAV to perform a Smart Scan and help remove any further potential threats on your Android device.

Clear Browsing Data

• Open Edge.

• Tap on ☰, to bring up the options menu.

• Find, and tap on Delete Data.

• Tap on Time Range, select All Time.

• Tap on Browsing Data.

• Select Cookies, site data and Cached Images and files.

  • It is up to you, if you wish to remove more than what we suggest to delete.

• Tap Confirm.

• Tap Delete Data.

• You have now cleared your Edge's cache.

Uninstall Suspicious Apps

• Press and hold the app icon on your Home Screen.

• Tap Remove App.

• Tap Delete App.

• Confirm Delete.

• Restart your device after uninstalling.

Smart Scan

Use TotalAV to perform a Smart Scan and help remove any further potential threats on your iOS device.