Summary
When you query quarantined mails from the ISVW web console, nothing is shown. However, there are mails in the quarantine folder of ISVW 7.0.
Details
The issue occurs when the index file, index.qrt, in the quarantine folder is broken as result of power loss or system hang. When the file header and some old mail log entries in the index are messed up, the ISVW WebUI module cannot read them so the console cannot show the quarantined mail.
To resolve the issue:
- Stop the InterScan VirusWall service.
- Back up the SMTP quarantine folder. This is C:\Program Files\Trend Micro\InterScan VirusWall\quarantine\SMTP\ by default. Verify from the web console if you have changed the quarantine path.
- Empty the SMTP quarantine folder.
- Start the InterScan VirusWall service.
The index.qrt file will be generated once the SMTP module quarantines an email. You will now be able to query new quarantined mail information, but you will not recover old quarantined mails. If retrieval is necessary, contact Trend Micro Technical Support.
