Can't delete infected files in quarantine

Viruses & Threats
14

Always logged in as administrator,

5

Thank you for the information Mina,
I've escalated your case to our senior team. We will contact you once we receive a reply.
Regards,
Alok.

15

See attacUser-added imagehed screen shot

13

Hello, Mina.
Quarantine in AVG AntiVirus Free is a safe place for storing potentially harmful files. Quarantine isolates such files from the rest of your operating system, and prevents the files from being accessed or run by any outside process, software applications, or viruses. Though these files does not have any impact on your device, you must be able to delete them. Please provide a screenshot (https://support.apple.com/en-us/HT201361) of the error message that you receive when trying to delete the files.
Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.

Thanks.

1

I am running AVG on a Macbook Pro with High Sierra.   I have 14 or so files in the infected quarantine but when I click delete I get a message "some files can't be restored" but they aren't deleted either.
Thanks!

4

Thank you for the information.
Have you logged in as administrator on Mac?

3

Always logged in as administrator,

7

Thank you for the confirmation Mina,
Please go to the location /Library/Application Support/AVGAntivirus/config/chest-data and check what permission does it require.
You can refer this article https://support.apple.com/kb/ph25287?locale=en_US to check the permission.
Regards,
Alok.

6

I am listed as having read and write permission.    The delete always worked in the past.

2

See attacUser-added imagehed screen shot

8

Thank you for providing the screenshot Mina,
I have sent you an email, please follow the email instruction to help us with the log files. This information will allow us to analyze the situation and provide you with a solution.
Regards,
Alok.

10

Screen shot after I click 'delete'

11

Hi Avinash

When I click on the exclamation mark for any of the files it says:
   "Sorry we are unable to delete this file.  Check that you have permission to delete and try again"

I don't know how to get the full path of the files.

Thanks

Mina

12

Thank you for providing the screenshot, Mina.
Unfortunately, the full path of the file in question is not clear. Could you let us know the complete path of the detected file and also click on exclamation mark icon and find out what message will pop up?

9

Hello, Mina.
Quarantine in AVG AntiVirus Free is a safe place for storing potentially harmful files. Quarantine isolates such files from the rest of your operating system, and prevents the files from being accessed or run by any outside process, software applications, or viruses. Though these files does not have any impact on your device, you must be able to delete them. Please provide a screenshot (https://support.apple.com/en-us/HT201361) of the error message that you receive when trying to delete the files.
Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.

Thanks.