Troubleshooting Changed in this version
A file stays in scanning or quarantine
What to do when an uploaded file does not leave the Scanning status or shows as Quarantined or Failed, and why this happens.
Every uploaded file goes through a virus scan and is not served to anyone before the scan finishes. The scan status appears in the file library and on the record's Files tab. For a banner image, a news cover image, the site logo and the article template, the field itself shows the status. If the file does not pass the scan, the field also says what to do.
The file stays in Scanning
The Scanning status shows that the scan is running. The page refreshes by itself, and when the scan finishes the status becomes Available.
If the virus scanner cannot be reached, the scan job is tried again for about an hour. If the scanner is not back by then, the scan is queued again by itself within 15 minutes. The file is scanned once the scanner works again. If the status still does not change for a long time after that, ask the system administrator to look at the background jobs on the System health screen. The details are in Monitoring System Health.
The file is Quarantined
A file with the Quarantined status did not pass the security scan and is not served anywhere. There are two reasons:
- The scan found malware in the file.
- The content of the file does not match its extension. For example, its name ends in .pdf but the file is not a PDF.
The Scan detail line in the file details window gives the reason. Upload a clean copy of the file again. A quarantined file cannot be added to a record.
The file shows Failed
A file with the Failed status could not be scanned and is not served anywhere. The scan is not tried again. There are two reasons:
- The file is larger than the virus scanner accepts. The Scan detail line says
too large for the virus scanner. - The file is missing from the file store. This happens when a database is restored without its files or when a file
is deleted from the store by hand. The Scan detail line says
object missing from the file store.
Upload a smaller copy of a file that is too large, or ask the system administrator to raise the scanner's size limit. Upload a missing file again. The fields of a banner image, a news cover image, the site logo and the article template tell these two cases apart too.