Perform the following tasks in this order until the issue is resolved:
- Refresh the view of the quarantine
- Check and correct the path to the quarantine directory in the registry if needed
- Identify and remove corrupted files from the quarantine directory
To Refresh the view of the quarantine
- Open the SMSMSE console.
- Select Monitors > Quarantine.
- Press the F5 key to refresh to quarantine view
To check the path to the quarantine directory in registry
- Open the registry editor (Start > Run > regedit)
- Navigate to the Quarantine registry key
- HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\SMSMSE\<version>\Server\Components\Quarantine
- Check the QuarantineDirectoryStr on the right side, it should be the location of the Quarantine directory
- C:\Program Files\Symantec\SMSMSE\<version>\Server\Quarantine
- Correct the registry key if needed (Restart Symantec Mail Security for Microsoft Exchange service if registry key is changed)
- Close the registry editor
Note: The above path will be different in cases where the product has been installed to a non-default path.
To identify and remove corrupted files from the quarantine directory
- Navigate to the local quarantine folder (default locations are listed below):
- C:\Program Files\Symantec\SMSMSE\<version>\Server\Quarantine
- Create a new folder called OldQuarantine.
- Move all the items to the OldQuarantine folder.
- Restart the Symantec Mail Security for Microsoft Exchange service.
- In the SMSMSE console refresh the Monitors > Quarantine view by pressing the F5 key to verify the local quarantine is empty.
- Move one items from the OldQuarantine folder into the Quarantine folder.
- In the SMSMSE console refresh the Monitors > Quarantine view by pressing the F5 key to verify the local quarantine displays one item.
- Continue moving items from the OldQuarantine folder into the Quarantine folder a few at a time and refreshing the view until you can no longer display the items.
- If the new items do not display one or more of the items you just moved into the Quarantine folder is corrupt.
- Move the items just moved back into the OldQuarantine folder and refresh the view.
- Delete the corrupt item.
- Continue the process of moving items repeating steps 6 - 11 as needed.