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Unable to restore iTunes files from Quarantine

Created: 25 Jan 2013 • Updated: 25 Jan 2013 | 9 comments
This issue has been solved. See solution.

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.

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.

Comments 9 CommentsJump to latest comment

.Brian's picture

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

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RSASKA's picture

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.

RSASKA's picture

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.

RSASKA's picture

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's picture

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.

SOLUTION
RSASKA's picture

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.

RSASKA's picture

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's picture

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.