Endpoint Protection - File reported as infected - TeamViewer Support
<main> <article class="userContent"> <h2 data-id="symptoms">Symptoms</h2><p>There are certain situations when a detected file is deemed as infected and automated remediation procedures failed. Usually, the procedure is Quarantine first and ask question later. </p><h2 data-id="diagnosis">Diagnosis</h2><p>There could be several reasons why the Malware engine reported a file as <em>Infected </em></p><ul><li>The detected file is in an old quarantine folder of the previous Security solution.</li><li>The detected file is in a cloud sync folder( Dropbox, Box, OneDrive etc..) and the engine does not have permission to extract the file from there.</li><li>The detected file is in a protected archive from an application. </li></ul><h2 data-id="solution">Solution</h2><p>For this situation, the best course of action is to exclude the folders where the infected file was detected. </p><ul><li>The path of the detected file is written in the expanded threat dialogue in the Management Console or from the e-mail report.</li></ul><p>If you know that the detected file is not needed anymore (because it is an old quarantine folder) you can delete it manually. </p><p> </p><p>In case you have questions or the steps above did not help, please get in touch with us by creating a ticket for <a href="https://support.teamviewer.com/" rel="nofollow noreferrer ugc">Support</a>. </p> </article> </main>
