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Running malware in quarantine or cleanup failure

When clients show "bad" status and all services are running but the status shows

"Running malware in quarantine or cleanup failure" what's the solution please?

There is no option in the client or the console to view/clean quarantine.

 


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  • Hello Paul,

    Please follow these steps:

    Check the Central alert and look for file and path listed in it
    Navigate to that path on your endpoint, delete the affected file (if unable to delete it, you may need to perform the steps in safemode so that the file is released and you can modify it).
    In Sophos Central, navigate to the Alert and acknowledge it
    Reboot the endpoint
    Perform a system scan and confirm the alert has not re-appeared.

    If the issues persist, I would suggest to have a look at PeterM's response in this thread, and please reply to him with the required info so that we can further investigate the issue.

    Thank you,

    Barb@Sophos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

     

Reply
  • Hello Paul,

    Please follow these steps:

    Check the Central alert and look for file and path listed in it
    Navigate to that path on your endpoint, delete the affected file (if unable to delete it, you may need to perform the steps in safemode so that the file is released and you can modify it).
    In Sophos Central, navigate to the Alert and acknowledge it
    Reboot the endpoint
    Perform a system scan and confirm the alert has not re-appeared.

    If the issues persist, I would suggest to have a look at PeterM's response in this thread, and please reply to him with the required info so that we can further investigate the issue.

    Thank you,

    Barb@Sophos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

     

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