Running malware in quarantine or cleanup failure

Question

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.

Barb@Sophos · Answer

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 · Answer

Hello Deb Harmon , 
 If you have followed the above listed steps, the next thing to try is the response from PeterM's . If the issues persist after that, please file a case with support s o that they can further investigate. 
 Here's the response 
 Also, within that same thread, there is a workaround (however, it is recommended that you follow the previous steps and sbumit a case as needed). 
 Regards