not restored from quarantine

Hello.

I would recommend contacting the malware researchers at Bitdefender Labs.

Just follow the next steps:

First, take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

and

create a log file on your Windows device using BDsysLog, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1922/

Next, contact Bitdefender Consumer Support by e-mail:

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

(Select: Prevention & Threat Removal)

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

You can also provide the ticket number here, so @Alexandru_BD or @Mike_BD can take a look at the ticket's status. Or you can PM them the ticket number.

Regards.

Hello @OakSafe,

I confirm that the refund was successfully issued from our side. I am truly sorry to hear about your unsatisfactory experience with Bitdefender and I would like to thank you for taking the time to share your thoughts with the community.

Bitdefender isolates suspicious or infected files that cannot be disinfected in a secure area named Quarantine. When a threat is in quarantine, it cannot do any harm because it cannot be executed or read. Uninstalling Bitdefender won’t restore the quarantined items back to their original location. They remain isolated unless you choose to manually restore them.

If you suspect that Bitdefender mistakenly flagged a legitimate file as a threat (a false positive alert) you can send the file that you think is not infected to Bitdefender labs for analysis. Once confirmed, false positives are corrected within hours via automatic update.

You can also restore a file from quarantine if you think it’s legitimate and not a real infection.

When it comes to adding exceptions, only .EXE file types can be added to the exception list for the Advanced Threat Defense module. The extension .exe stands for “executable”, the file that opens an app. Other file types or folders cannot be excluded, as Advanced Threat Defense only monitors running .EXE processes. Advanced Threat Defense may block a process or application if it performs threat-like actions.

Should you reconsider our cybersecurity solution in the future, please do not hesitate to contact us for advice, as we are happy to provide further guidance for choosing the solution best suited for your needs.

Thank you for being with us this far and have a wonderful time ahead.

Regards

Sorry to hear that.

The antivirus uses a huge malware directory and machine learning to detect both known and emerging malware and most of the malware scanning takes place in the cloud. This means that, the detection and quarantine is based on threat signature and app/file behavior.

Imagine having a basket of rotten apples and good apples. You need to put the rotten apples in a separate basket without looking at them. You know how a rotten apple looks like, so based on that image, you will be able to make the selection simply by feeling the apples in your hand, looking for a specific pattern.

No one is insulting you. I just wished you a good time ahead.

Hello.

Why don't you try cleaning the Windows registry and delete junk files on your device with program like CCleaner, Glary Utilities etc.?

You could give it a try.

Regards.