J
Neophyte

Neophyte

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5 Messages

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62 Points

Thursday, May 14th, 2020 10:40 AM

Closed

"unable to quarantine"

What do you do when your scan results from the backup of your Apple Mac say you have a threat that Trend Macro Antivirus is unable to quarantine?? Has happened in the last 2 backups today.

Trend Security Expert

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753 Messages

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13.4K Points

4 years ago

Hi

jilladyson1,

 

Welcome to the Trend Micro Home Users Community! 

 

To further check this, may we ask for the following information below? 

 

1. Exact detection or threat type if any

2. Exact File Path of the detection

a. On the Logs screen, select a specific log type - Scan Results

b. Click Export.

c. Select a location you want to save the logs file, then click Save. The file will be saved as .CSV file.

d. Open the log file and copy the full file location of the detection.

3. Screenshots of the problem if possible.

 

How to take a screenshot to send to Trend Micro Technical Support

 

Awaiting for your response

 

- Rochelle

Neophyte

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5 Messages

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62 Points

Threat

HTML_PHISH.AB

14/05/2020, 19:10:08 /Volumes/JD Backup iMac 1/Backups.backupdb/Jill’s iMac/2020-05-14-174408.inProgress/5D4C0852-D232-43E4-98EE-02AAC5DF6B71/Macintosh HD — Data/Users/jilldyson/Library/Group Containers/UBF8T346G9.Office/Outlook/Outlook 15 Profiles/Main Profile/Data/Message Attachments/239/EF92B1B5-B33B-469E-B461-20722C3B1AFD.olk15MsgAttachment (NONAMEFL)

Neophyte

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5 Messages

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62 Points

4 years ago

Hi Rochelle,

I have done what you asked below. When I scanned today manually it didn't happen but yesterday it happened twice.

Cheers

Brand User

 Superstar

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650 Messages

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8.5K Points

4 years ago

Thank you, jilladyson1! 

 

To further check, may we know where did you save the backup of this file?

Can you please try to run a scan again? If it detects the same email attachment file, is it okay for you to delete it? 

 

Awaiting for your response
- Ann
 

Neophyte

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5 Messages

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62 Points

I saved the csv file on my desktop Mac in my documents. I did run another scan this afternoon and everything was fine.

Brand User

Legend

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739 Messages

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10.2K Points

4 years ago

Hi jilladyson1,

 

Upon verification, the detected file is in a temporary location. It was detected while you were doing a back up of your drive that's why it was unable to quarantine it.

 

Try to run a scan if it's detected again.

 

- Reine

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