How to Stop Scam Pop-Ups in Mozilla Firefox

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will help you get rid of scam pop-ups you may be getting in Mozilla Firefox. These steps can also optimize your computer's performance, improve its privacy and prevent it from getting infected with malware.

Tools You'll Need:

• No extra tools are needed.

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Supplies You'll Need:

• No extra supplies are needed.

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Before You Begin:

No extra instructions.

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What are "scam" pop-ups?

Browser-based tech support scam "warnings" are becoming increasingly more common. They are designed to look official, pretending to be from Microsoft, Google, your internet provider, or another legitimate company.

These messages will claim that your computer is infected, that your data is at risk, or that your computer has been "blocked" because it has been hacked. At the end of their scary warning, they will provide a telephone number and urge you to contact them for support.

There is most likely nothing wrong with your computer.

These are false messages designed specifically to frighten you into contacting the provided fraudulent "support" line, where an individual will attempt to sell you unnecessary support services or software, and will ask to remotely control your computer. By no means should you ever call one of these numbers or let them remotely control your computer.

In the vast majority of cases, there is absolutely nothing wrong with your computer. Unfortunately, the way these browser-based tech support scams are displayed, they can be very difficult and sometimes impossible to close via traditional means.

The following steps will walk you through terminating your browser to clear such messages, and help resolve other problems with pop-ups you may encounter.

2. Forcefully Close the Browser

When you're unable to close your internet browser the normal way or when it's not safe to close it the normal way, you can forcefully close it.

On a Windows PC

The following steps can be used to terminate any browser, but the examples below will demonstrate using Internet Explorer.

1. Open the Windows Task Manager.
2. Using the Taskbar
3. Using your right mouse button, right-click on your Taskbar. Then select Task Manager from the menu.
   

2. Using a Keyboard Shortcut
3. On your keyboard use Ctrl+Shift+Esc.
   

2. Using the Lock Screen
3. You can do Ctrl+Alt+Del on your keyboard, then click on Task Manager.
   

1. Select your browser, then select End Task.
2. Basic View

1. Advanced View

When you next open your browser, if you are asked to restore a session / pages, select No, or close the message.

On a Mac Computer

The following steps can be used to terminate any browser, but the examples below will demonstrate using Safari.

1. Select the (1) Apple menu, then (2) Force Quit.
   

1. Select the (1) browser you want to close from the list, and select (2) Force Quit.
   

1. You'll be prompted if you're sure, select Force Quit.
   

When you next open your browser, if you are asked to restore a session / pages, select No, or close the message.

3. Clear the Browser Cache

1. Open Mozilla Firefox.
   

1. Select the Menu button located in the top right corner of the window.
   

1. Select Library.
   

1. Select History.
   

1. Select Clear Recent History.
   

1. For Time range to clear, select Everything. Then select Clear Now.
   

4. Test the Website for Pop-ups

1. Open your browser, and visit the website you had problems with at the start.
   

1. Make sure the page loads properly, and try following a few of the links from the page.
   
2. If you are seeing pop-ups on one webpage, but not on others it means that the website you're using has advertising built-into it on purpose.
3. You can choose to continue to use the web site, understanding that this is their advertising method.
4. You can contact the website administrator to ask them to change their advertising method.
5. You can stop using the page.

5. Disable Browser Extensions

Extensions provide extra features to Firefox. Sometimes, these Extensions are not coded well, break after a Firefox update, or because they change the way Firefox works in a malicious way to show you advertisements.

Disabling or removing unneeded or unwanted Extensions can help resolve these problems.

It is recommended to delete all unwanted Extensions, then disable all other Extensions, then test the browser, then enable your wanted extensions one by one, testing each time to find the extension that's causing problems.

1. Open Mozilla Firefox.
   

1. Select the Menu button located in the top right corner of the window.
   

1. Select Add-ons.
   

1. Select Extensions on the left.
   

1. Here you'll see a list of extensions installed.
   

Disable An Extension

Disabling an Extension will leave it installed, but entirely deactivated making it do nothing, but easy to re-enable later should you need it. This is best if you're not entirely sure what the extension is for.

1. Select the Disable button to turn the extension off.
   

1. The extension will show as (disabled).
   

Remove An Extension

It is best to remove any Extensions you see that relate to advertising, or that you know you do not use.

1. Select the Remove button for an Extension you don't want.
   

6. Guided Path not helpful.

7. Escalate to PTE

If you are a PST, follow the Escalation Process to PTE.

8. Still Getting Pop-ups?

Unfortunately, your pop-up issue cannot be resolved via basic troubleshooting steps. Your machine will require hands-on service to determine the root cause of your pop-up issues.

9. It Can't Happen Here

It Can't Happen Here