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Virus Quarantine tab in Spool empty, but viruses exist in the WIndows folder
Problem reported by Andrew Hiltz - 10/17/2018 at 3:26 AM
Submitted
Version 16.3.6855.  Upgraded to this version last weekend from the previous most recent version.  Before updating, any viruses that were detected were shown on the Virus Quarantine tab, but now nothing.  I deleted 3 days worth of viruses manually from the Smartermail\Virus folder yesterday and then stop/started the service.  Now there is another 150+ viruses from the 2 days in the Windows folder, but still nothing in tab.  Any suggestions?

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Ryan Wittenauer Replied
12/11/2018 at 7:24 AM
We are experiencing this on the most recent version of 16 and 17, any update on this?
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Larry Duran Replied
12/11/2018 at 7:46 AM
Employee Post
Hey all, I checked our SmarterTools email server running the latest SmarterMail build (what most refer to as 17) and I can see we have viruses listed in our quarantine tab.  If you're using a browser like Chrome can you open up the developer tools inspector (F12, or Ctrl+Shirt+I), refresh the browser, and see if there are any errors reported in the console or network tabs.

If everything looks fine I'd suggest opening up a support so we can troubleshoot the issue further.  Thanks.
Larry Duran Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Andrew Hiltz Replied
12/11/2018 at 8:40 AM
I do not see any issues listed on the Console nor the Network tabs.  How do I go about opening a support ticket?
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Larry Duran Replied
12/11/2018 at 9:10 AM
Employee Post
Hello Andrew, here's how you submit a support ticket.

Technical support is available, free of charge, for any license that has active Maintenance and Support. When submitting an incident to our support team, you will first need to select the license for the product having the issues you need assistance with. You can then add in any details needed so our support agents can begin looking into your issue. Here is how to start a ticket with SmarterTools Support:
  1. First, you will need to log in to your account via the technical support page of the SmarterTools website.
  2. Once you are logged in, you'll be on the Technical Support page for your account. If you have submitted tickets and/or RSAAs with us in the past, those will be listed. Otherwise, this page may be blank. 
  3. To start a ticket, click the New Ticket button.
  4. A modal window opens. Here, you will select your license from the drop-down menu. Then fill in the Subject of the ticket and any details you want to provide regarding your issue.
  5. Click the Submit button to send the ticket to the Support Department.
The support agent assigned to your ticket may need remote access to your web interface and/or server. Once you have submitted your ticket, repeat the steps above, but use the Submit RSAA button. Read over the RSAA Terms and Conditions and, once accepted, select the ticket you just submitted from the drop-down menu and provide administrator credentials to the web interface of your installation and, if needed, remote access as well.  
Larry Duran Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
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