Threats wont delete

[ucvijan 4]

Hi, 

 

For some reason, in depth scan wont delete and remove threats found on clients PC, and in reports and status of the threats are all different, will put pictures. 

First, in the main page, it says that client has 12 warning threats, but when go to details of the clients, there are 12 warning and 12 alert. Plus, it is all the same virus (please check the report for active threats, it reports the same file multiple times) Is there any way to remove this threats, how can I know if they are handled but the count is still present? How can i know if these threats are handled? It doesn't say removed by cleaning, or deleted or any other message.

 

First image shows threat count of 12 warnings:

 

 

Second image, shows all the threats for the same user,when i go to details of the user and go to threats:

 

 

Third image, multiple alerts for the same file, as you can see first, third, fifth, - same file, second,forth, sixth, - same file, the list goes own down, but you get the point:

 

 

In other topic will ask several other things, as that is stragne behavior with ERA6, maybe I am wrong..

 

 

[Marcos 4,704]

If you look at the file names, they are all related to hacking. My assumption is that the user visited the website, web pages were cached and after installing ESET they started to be detected. Try running a scan task from ERA (using the In-depth scan profile) which should clear the number of active threats.

[ucvijan 4]

Should i do indepth scan with cleaning? In other topic i opened you will see that in-depth scan was done for this user. I mean i did left click and scan,in description of the task it says that profile is in-depth,it does says without cleaning, will turn on with cleaning tonight and see if that will change something.

And that still doesnot explain the confusion in number of threats, 12 warnings, but there are a lot more, and the same files showing multiple times? Is that something to be ignored or...?

Edited March 29, 2015 by ucvijan

[Marcos 4,704]

The red ones are active threats, ie. threats that weren't cleaned properly for some reason. Please check the Detected threats log directly on the client and copy & paste the complete threat records here as it might contain more information than what is visible in ERA. I've inquired our ERA engineers to clarify where to find the additional info in ERA.

[ucvijan 4]

Hi Maros, 

 

This is the same user as above. On the client itself there is 3 scans that were completed, on 21st, 28th, (those are by scheduler) and one by me from ERAS two nights ago. 

You can see that it says that there are 12 threats, but when i go to the logs, and detected threats, there arent any. Also this clients shows in ERAS that scan was never done

 

 

 

 

And in this picture you can see that ERAS report that scan was never done. I restarted the agent on the client as well, client is talking to ERAS with no problems every minute. 

 

[Peter Randziak 947]

Hello,

 

sorry for the confusion, we would need details from the Computer scan log (not the Detected threats log - there are only entries for real-time protections, but not for the On-demand scans).

 

Can you please confirm, that In-depth scan profile with cleaning was selected?

 

P.R.