The following scan results display in the virus/malware logs:
Result |
Description |
---|---|
Deleted |
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Quarantined |
|
Cleaned |
An infected file was cleaned. |
Renamed |
|
Access denied |
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Passed |
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Passed a potential security risk |
This scan result only displays when OfficeScan detects "probable virus/malware" during Manual Scan, Scheduled Scan, and Scan Now. Refer to the following page on the Trend Micro online Virus Encyclopedia for information about probable virus/malware and how to submit suspicious files to Trend Micro for analysis. http://www.trendmicro.com/vinfo/virusencyclo/default5.asp?VName=POSSIBLE_VIRUS&VSect=Sn |
Unable to clean or quarantine the file |
"Clean" is the first action. "Quarantine" is the second action, and both actions were unsuccessful. Solution: See Unable to quarantine the file/Unable to rename the file. |
Unable to clean or delete the file |
"Clean" is the first action. "Delete" is the second action, and both actions were unsuccessful. Solution: See Unable to delete the file. |
Unable to clean or rename the file |
"Clean" is the first action. "Rename" is the second action, and both actions were unsuccessful. Solution: See Unable to quarantine the file/Unable to rename the file. |
Unable to quarantine the file/Unable to rename the file |
Explanation 1 The infected file may be locked by another application, is executing, or is on a CD. OfficeScan will quarantine/rename the file after the application releases the file or after it has been executed. Solution For infected files on a CD, consider not using the CD as the virus may infect other endpoints on the network. |
Explanation 2 The infected file is in the Temporary Internet Files folder of the agent endpoint. Since the endpoint downloads files while you are browsing, the web browser may have locked the infected file. When the web browser releases the file, OfficeScan will quarantine/rename the file. Solution: None |
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Unable to delete the file |
Explanation 1 The infected file may be contained in a compressed file and the Clean/Delete infected files within compressed files setting in Agents > Global Agent Settings on the Security Settings tab is disabled. Solution Enable the Clean/Delete infected files within compressed files option. When enabled, OfficeScan decompresses a compressed file, cleans/deletes infected files within the compressed file, and then re-compresses the file. Note:
Enabling this setting may increase endpoint resource usage during scanning and scanning may take longer to complete. |
Explanation 2 The infected file may be locked by another application, is executing, or is on a CD. OfficeScan will delete the file after the application releases the file or after it has been executed. Solution For infected files on a CD, consider not using the CD as the virus may infect other endpoints on the network. |
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Explanation 3 The infected file is in the Temporary Internet Files folder of the OfficeScan agent endpoint. Since the endpoint downloads files while you are browsing, the web browser may have locked the infected file. When the web browser releases the file, OfficeScan will delete the file. Solution: None |
|
Unable to send the quarantined file to the designated quarantine folder |
Although OfficeScan successfully quarantined a file in the \Suspect folder of the OfficeScan agent endpoint, it cannot send the file to the designated quarantine directory. Solution Determine which scan type (Manual Scan, Real-time Scan, Scheduled Scan, or Scan Now) detected the virus/malware and then check the quarantine directory specified in Agents > Agent Management > Settings > {Scan Type} > Action tab. If the quarantine directory is on the OfficeScan server computer or is on another OfficeScan server computer:
If the quarantine directory is on another endpoint on the network (You can only use UNC path for this scenario):
If the quarantine directory is on a different directory on the OfficeScan agent endpoint (you can only use absolute path for this scenario), check if the quarantine directory folder exists. |
Unable to clean the file |
Explanation 1 The infected file may be contained in a compressed file and the "Clean/Delete" infected files within compressed files setting in Agents > Global Agent Settings on the Security Settings tab is disabled. Solution Enable the Clean/Delete infected files within compressed files option. When enabled, OfficeScan decompresses a compressed file, cleans/deletes infected files within the compressed file, and then re-compresses the file. Note:
Enabling this setting may increase endpoint resource usage during scanning and scanning may take longer to complete. |
Explanation 2 The infected file is in the Temporary Internet Files folder of the OfficeScan agent endpoint. Since the endpoint downloads files while you are browsing, the web browser may have locked the infected file. When the web browser releases the file, OfficeScan will clean the file. Solution: None |
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Explanation 3 The file may be uncleanable. For details and solutions, see Uncleanable Files. |
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Action required |
OfficeScan is unable to complete the configured action on the infected file without user intervention. Hover over the Action required column to see the following details.
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