J
Neophyte

Neophyte

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12 Messages

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320 Points

Sun, Nov 7, 2021 8:15 PM

Mobile Security warning on iOS

Recently started getting a popup from Mobile Security when browsing on safari on my iPhone. Seems to occur mostly when browsing Walmart.com. The popup indicates “website blocked: unwanted page: https://loadus.exelator.com:443”

Seemingly no harm but what is causing this? Reading about this issue it seems to be adware but since this is iOS, I don’t understand how my browser could be infected….I seem to get the same thing if I try Firefox or another browser. 

Is this something (adware/malware) on Walmart.com that is causing this popup from mobile security? 

 Superstar

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421 Messages

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6.7K Points

20 d ago

Hi, jadigeorgio

 

Welcome to the Trend Micro Home Users Community! 

 

This happens when the website you are trying to visit may be potentially harmful or dangerous. Since Trend Micro already blocked the website from potential threats, just close the page. Please try to clear your browser cache as well. If you think the website is safe, tap Still want to open this page despite the risky (not recommended) or you may add the website as approved website. Here's how:

  1. Open Trend Micro Mobile Security 
  2. Go to Web Guard 
  3. Tap Approved Websites 
  4. Tap Add Website 

Hope this helps. Let us know if you need further assistance.

-TM_Rochelle

Neophyte

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12 Messages

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320 Points

20 d ago

Thanks. It actually let’s me browse the site  just fine. I just get the pop up warning every few minutes as I’m browsing as if the web page is trying to open that site and mobile security is blocking it. That is why I was thinking the Walmart site is trying to load ads linked to that site which is flagged as unsafe.  Could this be “legitimate” and Walmart knows this or is this some sort of malware infecting the Walmart site? 

 Superstar

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421 Messages

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6.7K Points

20 d ago

Thank you for your response, jadigeorgio

 

Please try to clear the browser cache. Here's how: 

  • To clear your history and cookies, go to Settings > Safari, and tap Clear History and Website Data. Clearing your history, cookies, and browsing data from Safari won't change your AutoFill information.
  • To clear your cookies and keep your history, go to Settings > Safari > Advanced > Website Data, then tap Remove All Website Data.

Please monitor if the message will still appear after deleting the browser cache. 

 

Let us know if this resolves the issue by replying to this thread. 

 

- TM_Rochelle

Neophyte

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12 Messages

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320 Points

20 d ago

Oh I did that immediately - removed all website data. Cleared cache. That made no difference. The message still appears. Restarted the iPhone several times too. Also rebooted the router. 

Brand User
tm_kim

 Superstar

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520 Messages

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6.9K Points

Let us further check on this, jadigeorgio.

May I know the following details, please?

1. Trend Micro Mobile Security
2. iOS version
3. iPhone model

 

Also, have you installed any application/program recently? Please check and uninstall it if it's one of the Potentially Unwanted Applications.

- TM_Kim

Neophyte

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12 Messages

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320 Points

Only two recent apps were loaded - one is for Sports Clips and the other is Mazda Connect. I immediately uninstalled both to see if that would stop the messages but it made no difference. Both came from the App Store. 

iOS version is 15.1 but it just updated last night to that version - previously was last most recent version of iOS as I keep it updated - maybe 15.02 if I recall correctly

iPhone is XS - phone is stock 

mobile security version is 9.5.1086

I have a lot of apps but almost always update them quickly to keep them current and safe. Thanks 

Neophyte

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12 Messages

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320 Points

More info - I just put an adblocker in the safari extensions area and then tried the Walmart site again and no popup warning. Took the extension out and the popup came back.

Does that mean this popup is being caused by adware from Walmart.com? 

Brand User
tm_cathy

 Superstar

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520 Messages

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8.2K Points

Hi, jadigeorgio!

 

It's possible that there is a paid pop-up ad or adware from walmart.com which causes the security warning.  

 

- TM_Cathy

Neophyte

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12 Messages

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320 Points

Ok that would make me feel a lot better! Everything I read about loadus.exelator.com was very concerning and made it sound like an infection or browser hijacker was at play. If this isn’t actually something malicious loaded to my phone or phone software I would feel a lot better about it. I’ve just never seen adware cause this sort of popup warning from TrendMicro. 

Neophyte

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6 Messages

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170 Points

20 d ago

We have been seeing the same on two iPads when visting bestbuy.com starting Saturday (in both Safari and Firefox). Don't know what triggered it, but perhaps what really is required is a Mobile Security and/or iOS software update.

(edited)

 Superstar

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421 Messages

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6.7K Points

Hi, patrick plant, rcchewdogg and jadigeorgio

 

Please make sure that the Trend Micro Mobile Security is up-to-date to get the latest security updates and new features.

 

How to get the latest version of Mobile Security for iOS

 

Once done updating the app, please run a scan.

 

Let us know if you need further assistance.

- TM_Rochelle

Neophyte

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6 Messages

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170 Points

I did as you suggested and I'm still getting the pop up. I'm running a newer version than your link: 9.5.1086. Also, when I ran the scan on the bestbuy.com website the popup came up both during and after it completed. The scan did say however the the website is safe to use.

Neophyte

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4 Messages

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130 Points

@tm_rochelle

I'm running 9.5.1086 is the latest version updated 2 weeks ago and still have the problem. 

Neophyte

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12 Messages

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320 Points

20 d ago

I just got this same popup when I opened the Best Buy app just now (same phone) and came back here to post this info because it had been exclusively Walmart for me until now - and saw your post about Best Buy! Seems like something needs updating - I agree! 

 Superstar

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421 Messages

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6.7K Points

Thank you for your response, patrick plant and rcchewdogg.

 

Please try adding the Best Buy website as approved website and check if the pop-up will still appear. Here's how:

  1. Open Trend Micro Mobile Security 
  2. Go to Web Guard 
  3. Tap Approved Websites 
  4. Tap Add Website 

Please send a screenshot of the pop-up message here as well so we can further investigate. Thank you.

 

Awaiting for your response.

- TM_Rochelle

Neophyte

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4 Messages

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130 Points

It still happens

Neophyte

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12 Messages

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320 Points

And I am already on the latest version of mobile security:

mobile security version is 9.5.1086

Neophyte

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6 Messages

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170 Points

19 d ago

Same outcome. Adding the www.bestbuy.com website to the approved list does not stop it and here is a screenshot from my iPad.

Neophyte

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12 Messages

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320 Points

19 d ago

Just to clarify what I am seeing - the Best Buy app on iPhone also throws this popup …for what that’s worth. 

Brand User
tm_kath

 Superstar

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589 Messages

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8.2K Points

Hi @jadigeorgio, @rcchewdogg, & @patrickplant,

We will be needing to further investigate the issue. May we ask you to answer the following?

1. Is the notification continuous and persistent?
2. Can you list all the websites where the notification appears?

- TM_Kath

Neophyte

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12 Messages

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320 Points

1. Notification will clear and then come back moments later as you continue to browse when browsing the affected sites.

2. Walmart.com, Bestbuy.com and the BeatBuy app are the two places I have sent this occur.

If you use a browser extension such as MalwareBytes to do AD blocking then the notifications will stop - in my case I did this in Safari on my iPhone and the notifications stopped in the browser.  But the notifications continue in the BestBuy app this morning even with the Safari extension - because the app has no ad blocking like the browser does - presumably. 

(edited)

Neophyte

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6 Messages

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170 Points

Another website we are seeing it occur on is www.allrecipes.com.

Neophyte

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4 Messages

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130 Points

@tm_kath 

I also get it on hobbylobby.com website.  The blocked url is slightly different than the best buy one.

Neophyte

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6 Messages

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170 Points

Hmm...this is starting to be a bit of a disturbing trend...

Brand User
tm_angelo

 Superstar

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335 Messages

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6.4K Points

18 d ago

Hi jadigeorgio, patrickplant and rcchewdogg,

 

I have sent an email where we can continue the troubleshooting, please confirm if you have received it.

 

- TM_Angelo

 

 

Neophyte

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12 Messages

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320 Points

18 d ago

Yes I received it and replying now. 

Brand User
tm_kath

 Superstar

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589 Messages

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8.2K Points

Hi @jadigeorgio@rcchewdogg, & @patrickplant,

Thank you for actively responding. 

We have just confirmed that the domain of the site has been detected as safe such as accessing legitimate sites that you have mentioned prior to this case. We have informed our developers and to reclassify the site by marking it as safe.

Thank you for raising this concern. May we kindly request your patience for this case but we will be sure to update you guys on this page once the issue has been implemented in the future updates.

You may disregard the email sent by @tm_angelo.

- TM_Kath

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