The message may occur because of either the following conditions:

• The Apex One client/agent cannot successfully upload the infected file to the server.
• The quarantine folder on the Apex One server is full, and does not automatically purge the quarantine directory.
• The Apex One client cannot send a large quarantined file to the Apex One server even if its quarantine folder is not full.

Depending on the condition, follow the steps below:

The Apex One client cannot successfully upload the infected file to the server

To resolve the issue, confirm the communication between the Apex One server and its client:

1. Log on to the Apex One web console.
2. Go to Administration > Settings > Quarantine Manager:

   This should have a local path, such as:

   C:\Program Files\Trend Micro\Apex One\PCCSRV\Virus

3. Go to Agents > Agent Management.
4. Select root or domain > Settings > select a Scan Settings, then go to the Action tab > Quarantine directory. This should have an http path, such as:

   http://servername.domain.com/
   http://servername/

The Apex One server quarantine folder is full and the quarantine directory is not automatically purged

To resolve this issue:

1. Log on to the Apex One web console.
2. Go to Administration > Settings > Quarantine Manager.
3. Click the Delete All Quarantined Files button.
4. Click OK to confirm. Detections should now be found in the Temporary Internet directory.

The Apex One client cannot send a large quarantined file to the server

This issue happens because:

• There is a file size upload limit in IIS/Apache.
• There is a limit for uploading quarantined files to the server. If the file is larger than the defined threshold, it will not be sent.

To resolve this issue, change the maximum size value (in MB) for a single file in the Quarantine Manager. You can also check MaxUploadSize in ..\PCCSRV\ofcscan.ini.