Hello Rob,
Thank you for providing the screenshot. I can understand how difficult this is for you. This is a bug and our developers are working on it. The displayed information is confusing as the message says "We've safely locked this file in your quarantine." however no file is later available in the quarantine. The issue is with the message and not with the detection itself as downloaded file is detected and blocked before it is saved to the computer - this is the reason for not showing in the quarantine.
The detected file is the threat but the message shown as moved to quarantine is incorrect.
I have sent you an email instruction to collect the diagnostic information from your computer. Please follow the email steps, It will help us to identify the root cause and provide you with the resolution.
Hi
I am just letting you know that I have been helped and that the issue has been resolved!
I can't wait till an update fixes the error caused.
Thank you so much!
Hi
I recently did a clean install on my PC with Windows 7, because I got an SSD. I also made the switch from Incredimail to Outlook 2013. After a few days, I constantly get these "thread secured" messages that pop up immediately after I press the "close" button. This is VERY annoying and I can't use my PC at all until I press the close button and temporarily disable AVG. The message also states that the thread has been moved to quarantine, but when I look there, there's only an emptiness. I tried almost everything I can think of to resolve this issue. The problem seems to be something with my emails. I have done the following:
- Restarted my PC
- Did a "Computer scan" and a "Deep scan"
- I added MS outlook as an exception to AVG
Here are screenshots of the "threads" that were "secured"
https://drive.google.com/drive/folders/0B9IDNucAoxaMeWRyTWZWV1BwM1k?usp=sharing
I would greatly appreciate any help as this is a business computer and productivity is being affected because of this matter.
Thank you
Thank you for letting us know, Rob. You're most welcome.
Hello Rob,
Thank you for providing the screenshot. I can understand how difficult this is for you. This is a bug and our developers are working on it. The displayed information is confusing as the message says "We've safely locked this file in your quarantine." however no file is later available in the quarantine. The issue is with the message and not with the detection itself as downloaded file is detected and blocked before it is saved to the computer - this is the reason for not showing in the quarantine.
The detected file is the threat but the message shown as moved to quarantine is incorrect.
I have sent you an email instruction to collect the diagnostic information from your computer. Please follow the email steps, It will help us to identify the root cause and provide you with the resolution.
Hi
I am just letting you know that I have been helped and that the issue has been resolved!
I can't wait till an update fixes the error caused.
Thank you so much!