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e se s 

AVG AV Free - Cannot restore quarantined files

AVG AV Free: Version 17.3.3011

Three items have been quarantined, I wish to recover them. From the quarantine menu, I attempt to select the three items, then proceed to restore them but they will not remained selected. If i attempt to use the "Select All Viruses" they will not remain selected either. 

Is the recover/extract features ones that I cannot use until I have purchased your application? Or can you provide a solution for extracting these files. 
Best Answer chosen by e s
Paul WebsterPaul Webster
Same issue here - the first responder has missed the problem.
The quarentine menu appears - but selected items automtically unselect after a few seconds - too quick to perform the action (such as Report because I know it is a FP).
Win 10 (1703)

All Answers

Pandi RajanPandi Rajan (AVG Technologies)
Hello,

You can recover the Quarantined files by following the instructions given below:

1. Open the AVG Antivirus free program from the Zen window.
2. Click on the "Menu" which is at the top right in the AVG Antivirus free window and select "Quarantine."
3. You will find an option to recover the files by clicking on the icon at the bottom right on the window.

Thank you.
Paul WebsterPaul Webster
Same issue here - the first responder has missed the problem.
The quarentine menu appears - but selected items automtically unselect after a few seconds - too quick to perform the action (such as Report because I know it is a FP).
Win 10 (1703)
This was selected as the best answer
Gunaseelan GurusamyGunaseelan Gurusamy (AVG Technologies)
Hello E S,
We regret to hear about the inconvenience caused, could you please share us a screenshot of the AVG Quarantine interface, so that we can check and help you. Please click on the link to show how to create a screenshot : http://avgread.me/1aZxsAV
Thank you.
Alan BinchAlan Binch
E, For your info, just in case that you are unaware, you can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru
Paul WebsterPaul Webster
Here is a screenshot. However, it does not show more than I described.
I hit "Select All" and they were selected but then within 3 seconds they were automatically unselected but, as you can see, the "Select All" item is still selected.
I found the same report from someone else
https://support.avg.com/answers?id=906b0000000DiinAAC

User-added image
Paul WebsterPaul Webster
Screenshot attached - but it does not show more than I explained.
You will see the "Select All" at the bottom is selected - but the 2 files have become deselected.
They were selected initially but became automatically deselected about 3 seconds later.

See also https://support.avg.com/answers?id=906b0000000DiinAAC for another report of the same thing.

User-added image
Márta JakabMárta Jakab
Here. I encountered the same issue today. After selecting the file, it unticks it instantly within the next couple seconds, no time to perform any action.
http://imgur.com/a/ZpnSG
Akash ChandaAkash Chanda (AVG Technologies)
Hi,

We apologize for the inconvenience caused and thank you for providing us the screenshots, we request you to repair http://avgread.me/1BVxDSY your AVG and check once. If issue persists, please get back to us and we will look into it.

Thank you!
Paul WebsterPaul Webster
I ran the repair process for "AVG" and "AVG Protection" and rebooted as requested and it did not resolve the problem.
I see that someone else has now reported the same issue in this thread.
Akash ChandaAkash Chanda (AVG Technologies)
Hi,

We apologize for inconvenience caused and the delay in resolving your issue. We would like to inform that the case has been moved to our developers. We request you to wait for some time, so that our developers can fix the issue. We will notify you once the issue is fixed.
Thank you for your patience and cooperation.

Thank you!
Mark CarrollMark Carroll

I have this issue as well.

 

One of my programmes is no longer working as one of the files has been put into quarantine.

But I cannot restore the file. Selecting it and pressing restore does NOTHING.

This is a serious issues, as I cannot use the programme!

Pandi RajanPandi Rajan (AVG Technologies)
Hello,

We apologize for the inconvenience caused. From what we have learned about your issue, we would like to offer you a free remote assistance service as a best way of resolving it.

A skilled AVG technician can remotely connect to your computer via a secure connection and fix the issue quickly and effectively.
Please follow the email instructions from the email to get connected with our remote technician.

Thank you.
Murray RussellMurray Russell
I have the same issue with 259 jQuery and jqGrid files, the quarantining of which is causing errors in my programmes. Why are these all of a sudden withthe latest version of AVG considered viruses when they have been fine for the past 4 years? How do I restore them and ensure this does not happen again without having to type our 259 full path/file details into exceptions?
 
Sarath RajagopalSarath Rajagopal (AVG Technologies)
Hi ES,
We apologize for the issue and I  am sorry to inform you that this is the ongoing issue in AVG now, We have escalated the issue to our developer team and the new release will be updated as soon as possible, We appreciate your patience.
Thank you.
Martin BrownMartin Brown
You need to deal with this pronto as i can't use my crypto currency wallets!. The version i have is the free 1 months trial, so it had better be fixed soon !.
Gunaseelan GurusamyGunaseelan Gurusamy (AVG Technologies)
Hello Martin,
We regret to hear about the inconvenience caused, could you please share us a screenshot of the AVG interface from where you are facing issues, so that we can check and help you. Please click on the link to show how to create a screenshot : http://avgread.me/1aZxsAV
Also, please tell us the version of AVG you are using in your computer. Thank you.
Gert van der MerweGert van der Merwe
AVG AV Free: Version 17.3.3011 was also already posted above.
Gert van der MerweGert van der Merwe
Guaseelan Gurusamy
If you scroll up this page you will see the screen shots posted already regarding this problem and if you read the comments as well you will notice that there is a bug in your software preventing files to be restored from quarantine.  The problem is not about files that was incorrectly quarantined but it is also not possible to restore them.  The files also does not appear in the folder C:\ProgramData\AVG\Antivirus\Chest\    Only Index.xml appears in this folder and not the actual quarantined files.  Please investigate before posting a reply.
Gunaseelan GurusamyGunaseelan Gurusamy (AVG Technologies)
Hello Gert,
We are sorry for the confusion, we requested the screenshot because each and every customer doesn't have the same files quarantined, so we need to check what are the files that are quarantined, so that we can analyze and fix it. However you can try an option by adding the file location to exceptions and restore the file from Quarantine. Please click on the link to show how to add exceptions : http://support.avg.com/SupportArticleView?urlname=How-to-make-exclusions-from-all-scans-and-shields
Once you add the file path to exception, please Restore the file from Quarantine. Hope this helps.
Please, feel free to let us know if you require any further assistance. Thank you.
Nat TardisNat Tardis
Same problem here.
The file is a .exe which was residing on a 4TB storage hdd which has numbers in its name and is linked as D:
Idk if it helps but it's the only thing I can think about that could be different in my case from the dozens of others.
Using v17.1.3006 (yes, I believe it's not the latest, but I also just found out that avg stopped updating and that it refuses to do so when I try to tell it to, so ... one problem at a time).
Nat TardisNat Tardis
Oh and judging from what Gert van der Merwe said (and everyone else, for that matter), we all have exactly the same problem, and you can stop trying to tell us to restore the file from quarantine, because that's exactly what we've been trying to do, and can't, because of a bug in avg's interface.
It seems it's been close to a month that this problem has appeared, so I reckon some people have been unable to restore their quarantined files for a month, which I very much find unacceptable and unprofessional from your team.
As a last note, I also tried adding the folder which contained the quarantined file as an exception, but it did not change anything to the fact that I can't tick the file's checkbox.
Akash ChandaAkash Chanda (AVG Technologies)
Hi,
We apologize for inconvenience caused due to the Quarantine folder. We would like to inform that the case has been moved to our developers. We request you to wait for some time, so that our developers can fix the issue. We will notify you once the issue is fixed.
Thank you for your patience and cooperation.
Thank you!
Paul WebsterPaul Webster
The recent update to version 17.4.3014 has changed things.
Now the checkmarks remain when the items are selected in the quarantine BUT
the action (at least Restore and Scan) have no effect.
Sarath RajagopalSarath Rajagopal (AVG Technologies)
Hi ES,
We apologize for the inconvenience caused. We appreciate your efforts in getting this issue fixed. The issue that you are experiencing has been already reported to our developers and they are working on it to fix the issue. The new release will be updated soon. Your patience is much appreciated.
Thank you.
g cg c
Hi,

I am having the exact same issue described by previous posters. It is now June 29, 2017 and I am running version 17.5.3021. I have files that got quarantied and when I attempt to restore them nothing happens. Have there been any developments in this open issue? Is there a workaround or a new version to allow us to restore the files and continue working or do we need to move away from AVG to accomplish this?
Thank you.
AvinashAvinash (AVG Technologies) 
Hi GC,
I am sorry for the inconvenience this may have caused to you. I would like to inform you that, if the files you are trying to restore are detected by Identity protection component of AVG, it may not work. You will see "IDP" in the prefix of the threat name if it is detected by identity component. This is a known issue and our developers are working on a fix. It should be available in upcoming program updates and I request your patience in this matter.
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