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Detections not being deleted, listed as "Retained"


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We have had a multitude of detections that are listed as "Unresolved" and shown as "retained". Our understanding is that running a "Scan with cleaning" should delete the files or quarantine them. However, after the scan, the files are still present and repeatedly detected. How can we get ESET to delete all detections, instead of "retaining" over 50% of detections (including trickbot malware embedded doc files)?

The organization is using ESET security management center as the interface to control endpoints.

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"Retained" is logged if you run a scan in scan-only mode, ie. without cleaning.

Please scan such file directly on a client, e.g. from the right-click menu and see if the malware has been cleaned. Then collect logs with ESET Log Collector and make sure to include on-demand scanner logs.

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Yes, as stated in the post, we have ran "scan with cleaning" on multiple occasions and the detection is not removed.

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Is there any way I can securely transfer ESET the zip output of ESET log collector, to avoid leaking information on a public forum?

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23 minutes ago, user209 said:

Is there any way I can securely transfer ESET the zip output of ESET log collector, to avoid leaking information on a public forum?

Anything you upload here can only be viewed by ESET personnel.

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