Unable to remove malware, program stuck

[Michal_TO]

My Kaspersky Premium seems to stuck on removing some malware from my PC. It found 80 issues and I clicked to fix them. I did it few hours ago and the program is still "working". It looks like it stuck. I already restarted the system and nothing changed.

Also, the program shows constantly: "Removing these objects requires your decision". It did ask me to make some decisions, which were limited to ignoring some of the issues it found. I did so hoping that maybe I will be able to remove it later by myself.

 

 

 

 

[harlan4096]

Welcome to Kaspersky Community.

 

Please attach a capture of some detections and their location.

[Michal_TO]

[harlan4096]

Ok, it seems those files are inside messages as attachments, that's why Kaspersky does not remove them, to avoid delete the message or the full inbox file.

 

You should check those emails and delete.

[Guilhermesene4096]

@Michal_TO Welcome

Kaspersky manages emails carefully to preserve the integrity of the inbox like @harlan4096 said to you. To avoid problems, emails with default settings are not automatically deleted or moved to quarantine.

Please try the following procedure:

1. Back up your Thunderbird data: C:\Users\UserName\AppData\Roaming\Thunderbird or Thunderbird → Tools → Export
2. Compress folders: Thunderbird → File → Compress Folders
3. Repair the trash folder: Thunderbird → "Recycle Bin" → Right-click → Properties → Repair folder
4. Clear Thunderbird cache and history on the system: CCleaner → Clear Internet Cache & Cookies
5. See this Thunderbird support article: https://support.mozilla.org/en-US/kb/compacting-folders#w_why-is-compact-required

[Michal_TO]

I'm terribly sorry Guilhermesene4096 but where to find the "Recycle Bin"-thing? In the settings?

I sincerely apologize for this dumb question 😁 I truely can't find it anywhere. 

[Guilhermesene4096]

@Michal_TO

Don't worry, there is no dumb question, we are all here to learn from each other 🙂 

Please see the image that @Bernymade available in another post here in the community.

Spoiler

But, you shouldn't search for "Recycle Bin" in the settings.

What you should do is right-click on the folder where the emails are located → Properties → Repair folder

Edited September 16 by Guilhermesene4096