Need help (or at least explanation) of quarantined file restore failure

javic

BitDefender incorrectly identified a file as a threat and quarantined it. When I try to restore the file BD says "Failed to find the specified path" and tells me to "Choose another path". The quarantine record is a combination of Registry and file system paths that I don't understand, but I've verified that both the Registry and file system locations do exist, so I don't know which one BD's complaining about. A capture of the message box is included below. FWIW The Registry path is screwy. The part "HKEY_USERS\…\PERSISTED" names an existing Registry key, the part "F:\…\Setup.exe" names an existing value under that key, and the part after "=>" names an existing file system location. I'm baffled by the path and the message, and have no idea how to correct or work around the problem. Any help appreciated.

Gjoksi

Hello.
You should contact Bitdefender Consumer Support by chat, telephone or e-mail:
https://www.bitdefender.com/consumer/support/help/
Chat is the fastest way to get in touch with Bitdefender Consumer Support.

Select: How to's & Troubleshooting Bitdefender products -> Troubleshooting -> select your product, for example Bitdefender Total Security, click on Contact Support in the black box and then click on Chat 24/7.
NOTE: Bitdefender telephone support is not toll-free!
Regards.

Alexandru_BD

Hello @javic,

Unfortunately, I don't think we'll be able to solve this on the forum.. Kindly click on the link below to get in touch with Bitdefender Support, because more information might be required to troubleshoot this:

https://www.bitdefender.com/consumer/support/help/

State your contact reason / choose request category, then choose from the available contact channels, chat, phone and email/ticket. Chat would be the fastest way to reach them.

Let us know how it goes.

Regards,

Alex

Gjoksi

@Alexandru_BD

Hey, buddy.

Basically, that is what i already suggested in my comment.

You are late… Again.

😁

Alexandru_BD

Lol. Check the time. We posted at the same time, literally. So, "technically", I wasn't late. 😄😃

I was asked by one of our Support leads to redirect the user to them, so I did just that, but at the time of my reply your comment was not yet visible. 😎

Cheers! 🤜🤛

javic

Thank you both for your identical simultaneous suggestions. 😊 I'll see what tech support has to say.

javic

Before contacting tech support, I looked at the location where the file was supposed to be restored. Surprisingly, the file is there. So either it was never actually quarantined, or BD restored it but generated the error message anyway. Either way, problem "solved".

Alexandru_BD

Hi @javic,

I'm glad to hear this and thank you for following up. Much appreciated. 👍️

Regards