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"Unable to clean or quarantine a file" appears when scanning for malware

    • Updated:
    • 21 Apr 2016
    • Product/Version:
    • OfficeScan 10.6
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Server Core
    • Windows 2008 Standard
    • Windows 2012 Enterprise
    • Windows 2012 Web Server Edition
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

In OfficeScan (OSCE) 10.6 and below, the following message might appear when doing a scan:

Details
Public

OfficeScan creates two logs when cleaning a malware. One is either for Realtime, Manual or Scheduled Scan and the other for the Damage Cleanup Service (DCS).

DCS works along the different scans to stop active Trojan-related processes and Trojans that remain in memory. This is why a "Cleaned" scan result appears after a "failed" notification.

It's recommended to check the virus log for failed results then check for any corresponding DCS cleaned results after a few seconds/minutes to make sure that the system is clean. Both scans should have the same files and detection names.

 
If a DCS cleaned notification doesn't appear, check if the detected file still exist and send it to Trend Micro Technical Support for verification.

In OfficeScan 11.0, the result for both the scan and the DCS are combined.

Logs

Premium
Internal
Rating:
Category:
Troubleshoot; Remove a Malware / Virus
Solution Id:
1102050
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