Author Topic: Premium Security 24.3.6108 Unable to restore quarantine file.  (Read 3066 times)

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Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #15 on: April 12, 2024, 07:02:16 AM »
Anyone know which log would be written when the restore from quarantine fails?

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #16 on: April 14, 2024, 05:18:26 AM »
Found issue,

Dual boot system you cannot assign a drive letter using a partitioning tool or the disk management to the NON Avast OS partition.

I have verified this by switching the assigned letter to another letter and then none on the NON Avast OS and the issue follows the addition of the assigned letter.





« Last Edit: April 14, 2024, 06:50:34 AM by tmod700 »

Offline DavidR

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #17 on: April 14, 2024, 12:41:49 PM »
Thanks for the confirmation, that was something that I wasn't aware of.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.5.6116 (build 24.5.9153.762) UI 1.0.808/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #18 on: April 14, 2024, 05:07:22 PM »
Assuming Avast Support reads these posts it would be nice if you would address this issue, Windows has no issues with windows when drive letter is assigned and competitors of yours have no issue with a assigned drive letter.

When you told me you could not offer any assistance and the issue is the process restoring the quarantined file by your software was a cop out as it your software but now that I found the issue for you maybe you could address it now. 

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #19 on: April 15, 2024, 12:40:36 AM »
Just as a note if anyone runs into this issue as I did.

The work around although not ideal is mount the non Avast drive using volume ID as opposed to drive letter.

I just verified that I had access to the non Avast drive through a folder and restore still worked fine on the Avast program.

You can use diskmgmt.msc to add it to the mount list but as stated it is a little hokey that one would need to do this in the first place.

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #20 on: April 25, 2024, 09:00:45 PM »
Update to workaround,

Have not heard much back from Avast on this one but the latest update to a workaround is tolerable if you desire a drive letter.

What one needs to do is mount the drive as a volume instead of a letter then in the registry port that folder to a letter.

(1) Create empty folder, Suggest using drive label.
(2) In diskmgmt.msc select drive you want to mount to a folder, Select "Change driver letter and paths for "Label_Name",  "Add", "Mount in the following empty NTFS folder", Select path and click OK. That will show the drive as a folder.
(3) Now to show as a drive you need to go into the registry and create a new string value with the letter of the drive you want that folder to be, In my case D:
Now the value in my case is "\\??\\E:\\Win" and on reboot  you will see a D: drive and Avast quarantine restore works perfect with this addition.

.reg file looks like this for my case.

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\DOS Devices]
"D:"="\\??\\E:\\Win"


Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #21 on: April 27, 2024, 08:02:29 AM »
Avast Personal,

Since I don't hear much of anything from you regarding this issue here is the proof it is Avast with the issue.

I finally located a earlier version of Avast Premium and loaded it up and ran the same test and it restored the file without any issues.

I then allowed the update to the current release and immediately after update it failed to restore the file. I did not reboot just allowed the update to come through.


Offline mchain

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #22 on: April 27, 2024, 04:30:57 PM »
Yep but did you follow the fall-down with a repair of the update? 
Windows 10 Home 64-bit 22H2 Microsoft Windows Defender - Windows 11 Home 23H2 - Windows 11 Pro 23H2 Avast Premier Security version 24.4.6112 (build 24.4.9067.762) UI version 1.0.803

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #23 on: April 27, 2024, 05:10:30 PM »
Quote
Yep but did you follow the fall-down with a repair of the update?

Huh? I have no idea what you are asking or suggesting.

Offline mchain

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #24 on: April 27, 2024, 05:14:23 PM »
Here you go:  https://support.avast.com/en-ww/article/Repair-Antivirus#pc

This is suggested as an older version works but newer version does not.
Windows 10 Home 64-bit 22H2 Microsoft Windows Defender - Windows 11 Home 23H2 - Windows 11 Pro 23H2 Avast Premier Security version 24.4.6112 (build 24.4.9067.762) UI version 1.0.803

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #25 on: April 27, 2024, 05:26:34 PM »
Oh I have tried that several times, You can repair the program and reinstall all you want but if the program itself has issues due to file(s) repairing and re-installing will never accomplish anything.

Offline igor

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #26 on: May 10, 2024, 10:12:06 AM »
Can you submit the logs (as descibed here), generated after the unsuccessful restore has been reproduced?
(Or, if you sent them to support already, can you share the package ID here?)

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #27 on: May 10, 2024, 05:40:48 PM »
Can you submit the logs (as descibed here), generated after the unsuccessful restore has been reproduced?
(Or, if you sent them to support already, can you share the package ID here?)
This should be the number for this case #20950856, Yes tech has had this case for about 5 weeks now.

Miro has been the main point of contact as I have sent him videos, screenshots, comparisons and of course the log files were sent the first time around.

Something I did not post on this forum is I also tried the latest version of AVG Internet Security and it has no issues restoring the file with the other OS drive letter shown. Not sure what is different between AVG and Avast both identical versions that one won't restore and the other will.
« Last Edit: May 10, 2024, 07:26:12 PM by tmod700 »

Offline igor

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #28 on: May 13, 2024, 11:18:10 AM »
Did you submit the support package there? Can you post the ID of that package, not of the support case?

Offline tmod700

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Re: Premium Security 24.3.6108 Unable to restore quarantine file.
« Reply #29 on: May 13, 2024, 11:30:04 PM »
Did you submit the support package there? Can you post the ID of that package, not of the support case?
Hey Igor, EX16N is the file ID. Just uploaded a new one.