Deleting files in Quarantine

AVG Protection
9

For your info, just in case that you are unaware, you can post the screenshot (https://support.apple.com/en-us/HT201361) here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru

11

Thank you for waiting, Laura.

We have sent you an email requesting the diagnostic information to analyze the issue and provide you with a resolution. Please check your inbox and spam box as well and send the requested data to assist you further.

8

Hello Laura,

It would be helpful if you could provide the screenshot of the threat detection file to assist further.

Please double click on the file name and provide the complete screenshot of the threat path file location.

10

Here is a screen shot of the two quarantined files that cannot be deleted.

quarantined files that won't delete

1

I am using Mac OS X  10.12.6 on a MacBook Air

I did a scan and found five files in quarantine.  I tried to delete them all but only three of them were successfully deleted.

Two remain and I can't delete them.  I am afraid to restore them.  They just came in today when I tried to download a "doc to pdf" conversion program from the internet.  

What should I do?

Thanks,
Laura Mills

7

It is not possible to double click that file.  Nothing happens when I try to click on it.  

I have tried selecting them and pressing "delete" again.  As before, it asks me if I want to permanently delete the files, action cannot be undone, etc.  When I click "delete", it says that it may take some time…the circle goes around…and then nothing:  back to the quarantine screen with the two files still there.

Thanks for trying.  I don't know why it is so difficult.

Laura

2

Thank you for the screenshot.
Can you check the path where it shows the threat and try deleting it manually?

4

Laura, you can the find the path by double-clicking on the threat detection file MACOS: Genieo- DL [Adw].

5

For your info, just in case that you are unaware, you can post the screenshot (https://support.apple.com/en-us/HT201361) here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru

3

Hello Laura,

It would be helpful if you could provide the screenshot of the threat detection file to assist further.

Please double click on the file name and provide the complete screenshot of the threat path file location.

6

Here is a screen shot of the two quarantined files that cannot be deleted.

quarantined files that won't delete