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Items in quarantine

We have a number of computers stating there are "Malware or potentially unwanted applications in quarantine", but when we check the quarantine on the computers it is empty. Even more baffling, after checking the quarantine, the status clears in the Cloud Console. Anyone know of a way to confirm if these are alerts are genuine? I have a case open with support, but so far their response was:

"The alerts can be historical and Sophos may have cleaned it up already. Can you re-enable Remote Assistance for the Cloud dashboard."

For point of reference, the Remote Assistance was already enabled.

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0 MOFS over 8 years ago

Hi Keith,

Would you be able to re-enabled Remote Assistance in the Cloud Dashboard, please? Unfortunately this is only enabled for 72 hours, which expired by now. I would like to assist you with this.

Please go to cloud.sophos.com, log in to your account; go to Account/Administration/ Change Sophos Support Settings/ Enable Remote Assistance.

Also it will be very helpful to capture some SDU logs with malware switch from one of the affected machine, as instructed below:

www.sophos.com/.../116537.aspx

Please provide them within the case no. you received from Sophos.

Thank you!
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0 K_M over 8 years ago in reply to MOFS

If this is Sophos support, why am I getting a faster response on the forums than I am through the support email? If this is not support, why are you telling me to enable remote assistance?
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