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- This article applies to version : 10.0 11.0 9.0
- This article applies to the following OS : Windows 7, Windows Vista, Windows XP
My Outlook.pst file is being detected as infected and is placed in quarantine. What should I do?

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Problem:  TELUS security services Anti-virus is quarantining the Outlook.pst file, removing access to stored emails.

Cause:  The TELUS security services Antivirus detects a virus in the Outlook.pst file, but it cannot disinfect it. It therefore quarantines the whole file. The virus is most likely attached to one of the emails in the Outlook folders.

Resolution: Restore the Outlook.pst file and then find the infected email and/or attachment, and delete it.

To restore the Outlook.pst file:

  1. Open your TELUS security services and then click Anti-Virus, then Quarantine.
  2. Place a check in front of the Outlook.pst file, and click the Restore button.
  3. After a couple of minutes, a message will appear informing you that the file could not be disinfected and ask if you want to cancel the restore operation. Click NO to continue the restore operation.
  4. Please wait until the restore operation is completed. Please note that depending on the size of your outlook.pst file, this may take several minutes.
  5. Click the Back button to return the Anti-Virus main page.
  6. Once the file is restored, Disable the real-time protection by removing the checkmark in front of Enable Real-time protection (failure to do so will cause the anti-virus to quarantine the file again).

Once your outlook.pst file is restored, you may need to import it back into Outlook for it to be recognized.

Warning: Deleting the outlook.pst file from the quarantine will permanently delete all of the Outlook emails.

To import your Outlook.pst file:

  1. Open Outlook.
  2. Click on File, then click on Import and Export.
  3. Select Import from another program or file and click Next.
  4. Scroll down and select Personal Folder File (.pst).
  5. Click on Browse and select your outlook.pst file, then click Next.
  6. The default location of pst files is the following ("username" stands for the name of your Windows profile):

Windows XP : C:\Documents And Settings\username\Local Settings\Application Data\Microsoft\Outlook\outlook.pst

Windows Vista and Windows 7 : C:\users\username\appdata\local\microsoft\outlook\outlook.pst

Please note that depending on the size of your outlook.pst file, the import operation may take several minutes.

To find the infected email:

  1. Open your Outlook. 
  2. The infected email is most likely a recent one. Go through each email, delete any attachments. Alternatively, you can save the attachments elsewhere on the hard drive, and scan them individually later. Be sure to delete the email after the attachment has been saved.
  3. Be sure to check all folders, including Sent Items, Deleted Items, Junk Mail, and any custom folders.
  4. Make sure the Deleted Items folder is emptied.
  5. Close Outlook.
  6. Enable the real-time virus protection by placing a checkmark the box in front of Enable real-time virus protection.
  7. Generally, if the Outlook.pst file is still infected, the real-time Anti-Virus should pick it up and quarantine it again after a few minutes.
  8. If, after a few minutes, the Outlook.pst file is not detected, Open Outlook.
  9. If the Outlook.pst file is still being quarantined, the infected email has not been found or deleted properly. Restart the procedure.
  10. If the Outlook.pst file is no longer being quarantined, then the infected email has been found and deleted.

If you've saved attachments elsewhere on the hard drive, be sure to scan those files individually to make sure they are not infected. Delete any attachments that are, then empty the Recycle Bin as well.

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