where did BD put my files?

RiverRyan101

BD put some files in quarantine, I ask BD to restore and add exception, now I can not find the files and BD wants to restart to complete disinfection. I don't want any disinfection to happen I want them back. The files are no longer in quarantine, the files are not in their folders so where are they and how do I put them back where they belong.

Scott

Hi @RiverRyan101

From the below post:

 If it cannot restore to the original path, it asks you where you want to put the file. In the event that the file is not in the desired location, this should be investigated further by the anti-malware teams.

You can get in touch with the Support teams to request more insight on the processes involved, or further assistance if needed. You can contact the Bitdefender engineers by choosing one of the contact channels available here:

https://community.bitdefender.com/en/discussion/comment/329929#Comment_329929

I'm sorry, that's the only thing I have to offer. As @Alexandru_BD mentioned, I would start with Chat, they can head you in the right direction more quickly. Also, if you use Chat, I would copy your above post to paste into the Chat issue, description of the issue, as you put it very succinctly.

Kind regards.

edit: quicker access to the support link, other than it being in the above quoted post.

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

Flexx

Bitdefender stores the quarantine files in the system itself, but the thing is that even with the correct location on the PC, you will not be able to open those files because Bitdefender changes the extensions of those files to .gzquar (which may or may not have changed as of now). Since the extensions are changed to prevent the detected files from causing any malicious behavior, the only way to restore them is through the Bitdefender product itself.

If you are unable to restore the files via the inbuilt feature in the Bitdefender product, then as @Scott said, you will have to contact support for further investigation.

Regards