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Unable to restore iTunes files from Quarantine

Created: 25 Jan 2013 • Updated: 25 Jan 2013
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I have a user who attempted to backup his iPad on a Windows 7 computer. The iTunes software said to upgrade OS on iPad. After the user upgraded OS on iPad, his SEP 11 client (11.0.5002.333) quarantined four files. When he attempts to restore these files, he gets an error.

I went into SEP Management Console (SEP 12 RU2), and searched for these quarantined files.

View Inline Image

 

 

I then selected both entries and choose all actions, i.e. add risk, add file, add folder, add extension to Exceptions policy. Plus I also selected Trust Web domain.

None of this is working. When I try to restore, I still get error.

 

The user is really really really anxious to restore these files, please advise.

Quick Look Solution

I've seen this when the file

I've seen this when the file was actually deleted or the location couldn't be accessed for some reasonm usually because of rights. Can you give it full access and try again?

 

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Comments

_Brian
Trusted Advisor
Certified
25
Jan
2013

What does the error say?

What does the error say? Something to the effect of file not found?

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

pete_4u2002
Symantec Employee
Accredited
25
Jan
2013

can you poat the error

can you poat the error picture?

25
Jan
2013

First, I get prompt, "Are you

First, I get prompt, "Are you sure you want to restore the selected files?" I click Yes.

Then, I get error, "Attempt to Restore Item from Quarantine Failed." I click OK.

Then, I get another error, "An error occurred while restoring an item." I click OK.

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

25
Jan
2013

Pictures of error    

Pictures of error

 

 

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

25
Jan
2013

And the directory to restore

And the directory to restore the files is

C:\Users\[USERNAME]\AppData\Roaming\Apple Computer\MobileSync\Backup

 

I noticed the AppData folder was faded, so I right-clicked it, selected Properties, and cleared "Hidden" and "Read-Only", but I am still unable to restore the quarantined files!!!

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

_Brian
Trusted Advisor
Certified
25
Jan
2013
SOLUTION

I've seen this when the file

I've seen this when the file was actually deleted or the location couldn't be accessed for some reasonm usually because of rights. Can you give it full access and try again?

 

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

25
Jan
2013

Oh Dear, I hope the file has

Oh Dear, I hope the file has not been deleted!

 

But where can I find these quarantined files, because they obviously are not where they are supposed to be, i.e.

C:\Users\[USERNAME]\AppData\Roaming\Apple Computer\MobileSync\Backup

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

25
Jan
2013

Brian, it seems the files

Brian, it seems the files were deleted, the user will try something else then.

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

jim shock
Symantec Employee
Accredited
06
Feb
2013

I think that restore from

I think that restore from Quarantine will fail if it cannot recreate the original folder name. There is code to create the folders in the original path - but it is rudimentary and is not used in all cases.

In Quarantine - look at the full path of the detected file - this is where it should be restored. You might try creating the original folderpath before attempting the Restore.