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"Unable to send the quarantined file to the designated quarantine folder…" appears in the OfficeScan (OSCE) virus logs

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 2003 Enterprise Server
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Standard
Summary

The following message appears in the OSCE virus logs:

Unable to send the quarantined file to the designated quarantine folder. Refer to the online help for solutions.

Details
Public

The message may occur because of either the following conditions:

  • The OSCE client/agent cannot successfully upload the infected file to the server.
  • The quarantine folder on the OSCE server is full, and OSCE does not automatically purge the quarantine directory.
  • The OSCE client cannot send a large quarantined file to the OSCE server even if its quarantine folder is not full.
 
There is a maximum size for a single quarantined file. By default, it is set to 5 MB. If the file size goes beyond the limit, the OSCE agent will not be able to move the file to the Virus folder. Thus, it will return “Unable to send the quarantined file to the designated quarantine folder”.

Depending on the condition, follow the steps below:

The OSCE client cannot successfully upload the infected file to the server

To resolve the issue, confirm the communication between the OSCE sever and its client:

  1. Log on to the OSCE management console.
  2. Do one of the following:
    • For OSCE 11.0/XG, go to Administration > Settings > Quarantine Manager.
    • For OSCE 10.6 and below, go to Administration > Quarantine Manager.

    This should have a local path, such as:

    c:\Program Files\Trend Micro\OfficeScan\PCCSRV\Virus

  3. Also on the OSCE management console, do one of the following:
    • For OSCE 11.0/XG, go to Agents > Agent Management.
    • For OSCE 10.6 and below, go to Networked Computers > Client Management.
  4. Select Scan Settings and then go to the Action tab > Quarantine directory. This should have an http path, such as:

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

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

To resolve this issue:

  1. Log on to the OSCE management console.
  2. Do one of the following:
    • For OSCE 11.0/XG, go to Administration > Settings > Quarantine Manager.
    • For OSCE 10.6 and below, go to Administration > 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 OSCE 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 for a single file in the Quarantine Manager. You can also check MaxUploadSize in \pccsrv\ofcscan.ini.

Premium
Internal
Rating:
Category:
Configure; Troubleshoot
Solution Id:
1056091
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