Microsoft KB Archive/943771

= Windows Live OneCare cannot clean or quarantine a file =

Article ID: 943771

Article Last Modified on 10/27/2007

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APPLIES TO


 * Windows Live OneCare

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SYMPTOMS
When Windows Live OneCare tries to clean file, you may receive a message that states that OneCare was unable to clean an infected file. Or, you receive a message that states that the quarantine for a file failed.



CAUSE
This issue occurs when OneCare does not have sufficient permissions to modify the file. This issue typically occurs when the infected file is an archived backup file or a read-only file.



RESOLUTION
To resolve this issue, manually delete the file. To do this, use the following methods in the order that they appear in.

View the properties and the location of the infected software

 * 1) In the OneCare scan report, under Software, click the name of the file that OneCare cannot clean or quarantine.
 * 2) Make a record of the infected file's name, location, and the date that the file was created.

If the infected file is an executable file from an installed program and OneCare cannot clean it, remove the program, and then reinstall it from the original installation disk. Or, you can restore the file from a backup copy.

For more information about how to restore files from a backup copy, visit the following Web site:

http://help.live.com/Help.aspx?market=en-US&project=onecarev2&querytype=topic&query=OneCare_PROC_restore_files.htm

If you know when the file was infected, you can use the System Restore feature in Windows XP or in Windows Vista to restore the computer to a point before the file was infected.

If the infected file is a data file, such as a .doc or an .xls file, locate the file, right-click the file, and then click Scan for viruses. If you cannot manually clean a file, try to restore the file from a backup copy.

If the infected file is a Microsoft Outlook .pst file, delete the file. To do this, follow these steps:
 * 1) Open Outlook.
 * 2) On the File menu, point to Open, and then click Open Data File.
 * 3) Click the appropriate .pst file, and then click OK.
 * 4) In the left navigation bar, click the folder where the infected file is located.
 * 5) Find the e-mail message that contains the infected file.
 * 6) Right-click the message, and then click Delete.
 * 7) Right-click the Deleted Items folder, and then click Empty &quot;Deleted Items&quot; Folder.
 * 8) On the desktop, right-click Recycle Bin, and then click Empty Recycle Bin.

Perform a virus scan

 * 1) Open OneCare.
 * 2) In the OneCare main window, in the Protection Plus area, click Scan for viruses and spyware.
 * 3) In the Choose a scan window, click Custom Scan.
 * 4) Under Choose what to scan, select the check boxes for the files, folders, or disk drives that you want to scan.
 * 5) Click Scan.

If the file becomes infected again, make sure that your browser's home page is set to a known, reputable Web site.

Additionally, you can manually update the antivirus signatures. To do this, follow these steps:
 * 1) Open OneCare.
 * 2) In the main OneCare window, under Protection Plus, click Check for updates.
 * 3) Restart the computer.

Verify your Windows Live OneCare virus and spyware scanning settings

 * 1) Open OneCare.
 * 2) Under Quick links, click Change settings.
 * 3) On the Viruses and Spyware tab, under Virus and spyware monitoring, make sure that the Also look for virus-like behavior check box is selected.
 * 4) Under Advanced settings, make sure that the Take automatic actions against software rated Moderate also check box is selected.
 * 5) Under Advanced settings, click Exclusions. Make sure that the file is not excluded from a scan.

Run a complete virus and spyware scan on the computer

 * 1) Open OneCare.
 * 2) In the main OneCare window, under Protection Plus, click Scan for viruses and spyware.
 * 3) In the Choose a scan window, click Complete Scan.

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