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Thread: Quarantined files has disappeared from quarantine list

  1. #1
    wuhtzu Guest

    Default Quarantined files has disappeared from quarantine list

    Hi

    I have a problem with quarantined files and would like some advice.

    Files which were quarantined by the anti-virus/anti-spyware used to show up in [Anti-virus/Anti-spyware] -> [Quarantine] but since I restored _one_ file 20min ago all the other quarantined files (10 or so) have disappeared from the list. Okay, maybe ZA restored the whole list, but when I checked folders I knew contained a quarantined file the file had not come back. So I'm missing these 10 files or so which was previously quarantined but now has disappeared from the quarantined list and not been restored.

    I am using ZoneAlarm Internet Security Suite v. 9.1.008.000 wich includes Anti-virus/Anti-spyware engine version 8.0.2.42, DAT file version 1009092896.

    What should I do?

    The log file supports my story. 10 or so files quarantined but only 1 file restored 4 times (took me a few tries to turn off auto treatment and add it to exception list so it was re-quarantined a few times).


    Best regards
    Wuhtzu

  2. #2
    Join Date
    Dec 2002
    Location
    San Carlos, California
    Posts
    1,636

    Default Re: Quarantined files has disappeared from quarantine list

    Hello,

    What kind of files were quarantined that you wanted to take out?

    If its a common type of file thats not a possible threat we would like to try and reproduce this issue. Its the only way it could ever be possibly fixed in a future release if its not just a one off issue with your PC only.

    Issue needs to be reproducible for us to possibly address the problem at ZoneAlarm

    Forum Moderator
    Ron
    Click here for ZA Support
    Monday-Saturday__ 6am to 10pm Central time
    Closed Sundays and Holidays

  3. #3
    wuhtzu Guest

    Default Re: Quarantined files has disappeared from quarantine list

    Hi again

    What do you mean by "type of file that's not possible to treat"? Like false positives or certain file types like .jpg, .exe, .zip/.rar or?

    Best regards
    Wuhtzu

  4. #4
    Join Date
    Dec 2002
    Location
    San Carlos, California
    Posts
    1,636

    Default Re: Quarantined files has disappeared from quarantine list

    Hello,

    Well I need to know the kind of file it is. Such as jpg, exe and so on.

    I suspect its not a common file.

    Was it a file from a program?


    What was the reason to take it out of quarantine?

    Basically we need enough info to re-create the problem. If we cant recreate the issue it cant be fixed in a later release.

    We (support) wont be able to recover the files you did loose. We are only able to fix it from happening again in a later release.


    Forum Moderator
    Click here for ZA Support
    Monday-Saturday__ 6am to 10pm Central time
    Closed Sundays and Holidays

  5. #5
    wuhtzu Guest

    Default Re: Quarantined files has disappeared from quarantine list

    Sorry I misunderstood / red something you didn't write I thought you said "common type of file thats not a possible treat" but you said "common type of file thats not a possible threat" - so never mind my question in my reply.

    Here is some of the files quarantined by ZA which has now disappeared from the list:

    Quarantined:

    # Norton Ghost backup image
    Filename: Norton_Ghost_v90.iso
    Virus name: RarePacker.Multi.Generic

    # Steam:
    Filename: friendsUI.dll
    Virus name: RarePacker.Multi.Generic

    # Windows Media Player 11 setup:
    Filename: wmp-x86-setup.exe
    Virus name: Trojan-Dropper.Win32.Pincher.ag

    # TMPGEnc DVD Author 3:
    Filename: TMPGEncDVDAuthor3.exe
    Virus name: Trojan.Win32.Agent.ddqj


    # Thunderbird inbox backup
    Filename: \Thunderbird\randomstring.default\Mail\mail.mydoma in.dk\Inbox
    Virus name: Trojan.Win32.Agent.cjlh


    All these files have at some point in time been harmless. For example a freshly created backup image of a CD. Of course the files could have been infected over the course of time, I don't know. ZA at least seem to think so since it quarantined them.

    My plan with the restoring was to check all the files with http://www.virustotal.com/ and if they found the same infection as ZA simply delete the files for good. So I restored one .exe file. Then as I pointed at the file in virustotal.com's file browser window it got auto quarantined again (on access scanner). So I went back into the quarantine list and found it empty with exception of this one .exe file which has just been auto quarantined again.

    - - - - - - - - - - -

    Another question.

    Doesn't ZA just rename the files when quarantining? If so, they files could still be there with another name and maybe another location?

    Of course if ZA applied the 'delete' option to all quarantined items by fault then they are gone...


    Thanks, Wuhtzu

  6. #6
    taheke Guest

    Default Re: Quarantined files has disappeared from quarantine list

    I'm having the same problem - except that the files that have disappeared are my 'Sent' and 'Inbox' .dbx files from Outlook Express.

    Tried to 'restore' them - got a message saying it was working on it - then the files disappeared from the quarantine list, but never reappeared.

    I'm also having a problem with the logs. They aren't. Nothing at all.

    System specs: XP SP2 + extra patches. ZASS 9.1.008.000
    Antivirus 8.0.2.42.

    This is rather urgent, as there were some medical emails regarding my sons loss of vision - and they are now gone - along with any record of who they were from - and I can't even look in the 'Sent' folder to see who I replied to. I've tried emailing the support from the web link, but it keeps 'timing out' every time I hit the send button.

    Can anyone please help?

  7. #7
    Join Date
    Nov 2004
    Location
    localhost
    Posts
    17,291

    Default Re: Quarantined files has disappeared from quarantine list

    Please contact ZA technical support directly, it is free for registered users.
    Link in my signature. Note that they are closed on weekends.

    Thanks,
    Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  8. #8
    taheke Guest

    Default Re: Quarantined files has disappeared from quarantine list

    Quote Originally Posted by fax View Post
    Please contact ZA technical support directly, it is free for registered users.
    Link in my signature. Note that they are closed on weekends.

    Thanks,
    Fax
    Some frenzied typing - and I managed to get it to submit...

  9. #9
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,467

    Smile Re: Quarantined files has disappeared from quarantine list

    Quote Originally Posted by taheke View Post
    Some frenzied typing - and I managed to get it to submit...
    Thank you for your Feedback..

    you said "This is rather urgent, "

    I suggest that your Contact Tech Support LIVE CHAT for a Live on the SPOT solution when they are "ON-Line"

    Click the Support link in my Signature..
    (West Coast California Day-lite savings time)
    GeorgeV
    ZoneAlarm® Extreme Security


    Click here for ZA Support
    Monday-Saturday__ 6am to 10pm Central time
    Closed Sundays and Holidays

  10. #10
    kkristof Guest

    Default Re: Quarantined files has disappeared from quarantine list

    Hello All,

    I have a very similar problem to taheke's. To sum it up:
    - ZA has quarantined my inbox (along with other folders, but they don't matter)
    - At the next start Thunderbird found no inbox, naturally created a new one
    - I was clever enough to move the messages already in the 'new inbox' to another folder to not overwrite them when I restore the quarantined inbox, but I was not clever enough to delete the new inbox...
    - I hit restore. ZA seemed to restore the old inbox (file disappeared from q list) but it never reappeared.

    ?Perhaps because ZA, upon restore, does not overwrite an existing file with the same name?
    Or something went wrong?

    Anyway, now I lost a LOT of important mails.

    Is there any chance to restore the original file? Perhaps with undelete? Say something encouraging.

    Taheke? Any solution to your problem?

    Thanks a lot,

    Kristof

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