Cleaning program not working

Hello,

Maybe possible to re-check next Knowledgebase article (this is about F-Secure Online Scanner, but I will explain why I added this suggestion):

https://community.f-secure.com/t5/Other-Home/Known-issues-and-limitations-for/ta-p/42639

Recent direct F-Secure solutions (IS/SAFE) removed this feature (Cleanup Tool); Maybe your stuck based on such meanings (?!);

Before this -> there was such topic:

https://community.f-secure.com/t5/Other-Home/F-Secure-Online-Scanner-isn-t/td-p/94617

where not visible any 'solutions';

With your situation (third?! and latest try) --> launch-file (?!) is downloaded - but indeed did not work; Maybe you're able to try direct F-Secure Online Scanner (Cleanup Tool partly about related meanings and partly - not):

https://www.f-secure.com/nl_NL/web/home_nl/online-scanner

If F-Secure Online Scanner do work -> maybe you have to ask your ISP about trouble with branded cleanup tool; OR if F-Secure Online Scanner also do not work (and Knowledgebase article is not helpful) --> maybe possible to ask your ISP to investigate this situation more (if this is common trouble);

Thanks! 

---

@jggoossie83 wrote:

Hi there,

 

I'm asking our ISP. Because the online version, works.

But they say that i must ask you.

What i've done is:

All the anti virus software removed.

Then reinstall the de software.

This wont work.

He will not start the cleaning programm.

---

Hello,

Sorry for my reply. Just as clarification: I'm also only F-Secure user (their Home Solutions);

So -> maybe some official F-Secure staff will answer later (with work days), but also possible to try contact direct F-Secure Support Channels (with quote from your ISP):

https://www.f-secure.com/en/web/home_global/contact-support

I able to think that potentially there can be some logs and investigation based on this - which some of Supports (your ISP or F-Secure) should provide. Because quite many potential troubles can be (also... when not possible to re-check with Cleanup Tool by stable F-Secure solution; But also when Online Scanner is work);

If contact Support will be not useful: maybe possible to trigger "cleanup tool" and re-check system "Temp"-folder (most likely it should try to download/unpack/start files from there; and if any of folders/files are created; maybe it also contain some logs - where can be visible... which step break the tool); Or maybe possible re-check just "Temp"-folders for such temp-files (if there is stuck and folder is not removed from filesystem);

Thanks!