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Unable to clean, quarantine or delete files in Virus Scan Result of Worry Free Business Security (WFBS)

    • Updated:
    • 30 Mar 2021
    • Product/Version:
    • Worry-Free Business Security Advanced 10.0
    • Worry-Free Business Security Services 6.7
    • Worry-Free Business Security Standard 10.0
    • Platform:
Summary

This article shows the steps that you can take when scan actions of the WFBS Agent are unsuccessful.

Details
Public

To resolve the issue, refer to the information below:

Scenario: The detected file may be locked or used by another process.

Solution: Restart the machine to clear the memory. This should release the detected file from the process which may have locked it. Afterwards, run a full scan and verify if the malicious file has been cleaned, deleted, or quarantined.

Scenario: The infected file may be contained in a compressed file (e.g. *.7zip, *Zip, *.RAR, etc.)

Solution: To view the steps, click the product that you are using below:

  1. Log in to to the WFBS console.
  2. Go to Administration > Global Settings > Desktop/Server.
  3. Under Virus Scan Settings, put a check on Clean compressed files.
  4. Click the Save button.
  5. Perform another manual scan to verify if the compressed file has been successfully cleaned or deleted.
  1. Log in to the WFBS-SVC console.
  2. Go to Policies > Global Security Agent Settings.
  3. Under Virus Scan, put a check on Clean compressed files.
  4. Click the Save button.
  5. Perform another manual scan to verify if the compressed file has been successfully cleaned or deleted.

If the problem persists, do the following:

Submit the Anti-Threat Toolkit output together with the Virus/Malware logs to Trend Micro Technical Support for analysis.
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Rating:
Category:
Troubleshoot
Solution Id:
000286055
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