Avira cannot restore quarantined files
I've been using Avira for many years without problems.
However yesterday Avira quarantined a whole folder as a malicious folder but I think it was a wrong detection.
The folder contained files concerning the program which was executed on a daily basis, and I used the program an hour or two hours before Avira quarantined the whole folder.
Anyway I tried to restore the quarantined folder on Avira, but Avira couldn't restore files and said "items could not be restored".
Why can't Avira restore quarantined files?
I attached a screenshot.
Thank you in advance.
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... same here: Avira free security wiped a complete directory under "C:\Program Files (x86)" . Now I cannot restore 500+ files from quarantine...
After manually creating one of the wiped directories, I was able to restore from the quarantine.
Seems that avira wiped the application tree, but needs it to restore the files...
I'm not aware that Avira is supposed to delete directories... :-(
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Hello, I have the same problem. I have 9650 programms in quarantaine from directory C:\program files and i can't restaure them.
Hox did you do to restaure them ? I checked but files' directory are not deleted
Could you help me because it is a big big problem for me, i losted all my software for my work.
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Hello Juliette,
You are writing here in the community, a publicly accessible forum, we don't have access to your installation, your OS and your chosen settings for the scan.
Have you made any settings there:
Did you follow these instructions:
Restore or delete quarantined files – Official Avira Support | Knowledgebase & Customer Support | AviraUnfortunately, you did not tell us which Avira version you have installed.
Premium customers with a valid license can contact the support team directly from their customer account under "SUPPORT". From there you have access to your customer account, which is unfortunately not available to us here in a public forum.Many greetings and have a nice Sunday
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Thank you for your answer.
I have the last version of Avira, the free version. I didn’t know I had Avira on lui computer until I realize yesterday that it blocked all my files. I didn’t change the settings. I tried to restaure them but it told it is impossible.I need to pay to have the premium version to have support to solve my problem ? What are the opening hours of the support ?
Thank tou for your help
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Juliette B.,
here is how I got my files back (unfortunately cumbersome):
1. In quarantine display of Avira check which directories are impacted
2. place an exclusion into Avira for these directories (maybe temporary on a top level) (so that the files are not placed into quarantine immediatly again after restore). Use the little gear wheel top right in the Avira screen -> under security -> protection options -> Real-time protection (on the right then) exclude folders.
3. go into quarantine: For test : Select only the first file in the list and check if the full path for the file exists. -If not create it manually. Then select the dropdown to restore. This should work then.
4. The problem with the Avira restore is: If you pick ALL of the files and try to restore it likely will fail as Avira will not restore any of the files if only 1 of the file path is missing!
5. What I did was pick like 10 or 20 at a time try to restore, and when this failes:Checking if one of the file directories from those are missing. Create manually and then try again and so on.
I think there might be an Avira internal SQLite database somewhere that has all the file path information, but I didn't research further on it. Unfortunately the quarantine list cannot be copied or downloaded (as far that I could see) so that one can use it for a path creation script.
hope that helps a bit
regards Donald
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PS: I think this is a real bug in the new version. It should NOT delete the directory structure with the quarantine OR it should -at least- recreate the needed directories with the Restore!
@pascha45: Even if you only have the free version of Avira, Avira should pay attention if it wipes half of your PC. Free software here doesn't mean no responsibility!
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PPS: In the new "Avira Free security suite" there seems NOT to be the option anymore to set the :
Scan → Action on detection
So, not the chance to get an inquiry from Avira on what to do with the files if a positive detection.
This is annoying especially with PUA and heuristic detection (if wrong)
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Hello Donald,
You write:
@pascha45: Even if you only have the free version of Avira, Avira should pay attention if it wipes half of your PC. Free software here doesn't mean no responsibility!
From the community there is no access to the customer account, there is no info here about the installed version nor the installed operating system. Therefore, here are the community guidelines, see : "How to create a post?".
Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Between the Free Version and the Pay Version, there are sometimes different possibilities for testing and additional settings.
Therefore, we ask for the settings, also for Windows with exact version information or with the different Apple settings. Equally important is the installed Avira version, with exact version information and whether all current updates (!) are installed. If we had correct information, additional licence information would not be necessary
Again: Unfortunately, we do not have access to support here in the public forum. The community is a public user2user forum.
Customers with a valid license can contact the support team directly, from there all this information about the installation can be seen, and they can work directly with the instructions for your installation. This support is also explicitly referred to when choosing the version of the Avira license.If we are not provided any information about the installation, we will draw your attention to this.
This has no influence on the responsibility for scanning the Avira software. Thank you for your understanding.Kind regards
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Thank for your answers.
I just had support from my software (that i use for my work - i am a doctor - i am using crossway from cegedim / clm). They told me that the only solution was to reinstall the software. After unastaliing avira. That is what they are doing...
I tryed to contact the support team directly with the chat. But now, i don't have avira anymore on my computer. So....
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@pascha45: I agree and that's totally fine. I appreciate that Avirs is providing a space for users to exchange experience and things.
I'm just saying: Even if the free version does not have the official support, Avira should pay attention if there is a serious bug that harm peoples PC.
@Julliette
sorry to hear that. After the uninstall of Avira likely the quarantined files are gone. That leaves you no options.
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I am having this exact same problem and frankly it is ridiculous that Avira is not providing any fixes for this huge issue.
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