Huge quarantine file needs removing

[annewilson]

I have a 126 GB klq file in C:\ProgramData\Kaspersky Lab\AVP21.3\QB.  From the main A=KAV interface there is no listed quarantine backup file.  File Manager sees the file, but resists all my efforts to delete it.  I am an administrator on the laptop, but am told I do not have the relevant permissions.  How can I get rid of this file?  It takes up half of my drive space.

[Flood and Flood's wife]

Hello @annewilson, 

Welcome!

1. On the Windows taskbar or hidden icons, rightclick the Kaspersky icon, select Pause protection, select Exit, delete the file or, run the system in SafeMode & delete the file. 
2. After deleting the file, shutdown the machine, using Shutdown, not Restart, power on, login, make sure KAV is started & protection is re-enabled. 

Any problems or questions, please post back?

Thank you🙏

Flood🐳+🐋

Additional resource:

Read before you create a new topic!

[annewilson]

Hmm - Pause enabled until next re-start, but I’m still getting the same permissions message - attached.

 

Thanks for answering

[Flood and Flood's wife]

Hello @annewilson, 

Thank you for posting back!

1. Is the screen shot taken after you’ve paused KAV protection, exited KAV, run the system in Safe Mode & tried to delete the file, while Windows is in Safe mode? 

Please let us know?

Thank you🙏

Flood🐳+🐋

[annewilson]

Despite all Google’s attempt to help, I’m still not managing to enter Safe Mode.  After the Troubleshooting selection it lists a number of tasks, saying that to do those I must press Restart.  When I do I seem to get a normal restart.  The only difference I can see is that I’ve slightly more free space on C: than I had, which may mean drivers not loading?  I’m struggling.

Whatever - I still get the same permissions message.

The laptop is an Acer Aspire 7.

[Flood and Flood's wife]

Hello @annewilson, 

To enter Windows Safe Mode follow the images & these instructions:

• Image 1 → in Windows Search🔎 type     msconfig   → select the System configuration app, select Run as administrator. 
• Image 2 → in the System configuration application, select the Boot tab, tick Safe boot, select Apply, select OK.
• Image 3, in the System configuration restart prompt, select Restart.
• The machine will start in Safe mode.
• Delete the file. 
• Check the storage to make sure the 126 GB file has been deleted. 

To revert Safe mode to normal mode:

• Image 1 → in Windows Search🔎 type     msconfig   → select the System configuration app, select Run as administrator. 
• Image 4 → in the System configuration application, select the General tab, tick Select startup, Load system services, Load startup items,  select Apply, select OK.
• Image 3 → in the System configuration restart prompt, select Restart → machine will boot back to Windows normal mode. 

 

Any problems or questions, please post back?

Thank you🙏

Flood🐳+🐋

[Berny]

@annewilson Also worth to try :

→ Exit Kaspersky
→ Run CMD as ADMIN
→ Execute command  “rd /s /q C:\ProgramData\Kaspersky Lab\AVP21.3\QB” (without quotes)

[annewilson]

@Flood and Flood's wife 

Unfortunately, that gave me the same perms error.  I suddenly realized I have a (rather old) Knoppix disk.  The problem is that my DVD player is USB.   I managed to get to the boot menu eventually, but Windows boot is the only option, and it doesn’t seem possible from there to disable UEFI. <screams in frustration>

 

@Berny 

C:\WINDOWS\system32>rd /s /q C:\ProgramData\Kaspersky Lab\AVP21.3\QB
The system cannot find the file specified.
The system cannot find the path specified.

 

Any more ideas?  I really don’t want to have to re-install Windows.

[Flood and Flood's wife]

Hello @annewilson, 

Thank you for updating us!

Contact support, on the Support page, scroll to the lower portion of the page, select Product help, select CHAT

 

Please let us know the outcome? 

Thank you🙏

Flood🐳+🐋

[Berny]

@annewilson

C:\WINDOWS\system32>rd /s /q C:\ProgramData\Kaspersky Lab\AVP21.3\QB
The system cannot find the file specified.
The system cannot find the path specified.

 

Please unhide hidden folders, can’t you as ADMIN locate path below ?

 

You could also try this as ADMIN or under Safe Mode :
rd /s /q "C:\ProgramData\Kaspersky Lab\AVP21.3\QB" (with quotes)

[annewilson]

@Flood and Flood's wife 

I ended up with a remote session, with a Kaspersky expert.  It turned out that the self-defence mechanism was seeing the file as a necessary one, not to be tampered with.  Turning off Self Defence, deleting the file, then turning Self Defence back on has solved the problem.

 

Grateful thanks to all who have tried to help me.  I hope this solution will help someone else.

 

Anne

[Flood and Flood's wife]

Hello @annewilson, 

You’re most welcome☺ !

Thank you for taking the time to update us, well done on your determined efforts👏

We’re delighted the issue is resolved!

Thank you🙏

Flood🐳+🐋