No items appear in the Antigen Quarantine and no entries are logged in the Incidents panel when you run Antigen 9.0

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Article ID: 933675 - View products that this article applies to.
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SYMPTOMS

When you run Microsoft Antigen 9.0 for Exchange or when you run Microsoft Antigen 9.0 for SMTP Gateways, you experience the following symptoms:
  • Antigen 9.0 detects viruses and other unwanted content as expected. However, no items are added to the Antigen Quarantine. Additionally, no entries appear in the Incidents panel.

    Note You experience this problem even if you select the Quarantine files option in the scan job.

    To view the Incidents panel, click REPORT in the Antigen Administrator Shuttle Navigator, and then click Incidents.
  • The following entry appears in the drive:\Microsoft Antigen for Exchange\Programlog.txt file:
    ERROR: Unable to read quarantine database header
  • The following entries appear in the drive:\Microsoft Antigen for Exchange\AntigenHRLog.txt file:
    0x80040e4d 0x80040e21
  • When you click REPORT in the Antigen Administrator Shuttle Navigator and then click Quarantine, you experience the following symptoms:
    • The Quarantine panel is blank.
    • The Antigen Administrator program stops responding (hangs).

CAUSE

This problem occurs if the following Antigen 9.0 databases become locked:
  • Incidents.mdb
  • Quarantine.mdb

RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

There are no prerequisites for installing this hotfix.

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.
Antigen 9.0 for Exchange
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Antigenclient.exe9.0.1055.561,086,46405-Jan-200700:01x86
Antigenservice.exe9.0.1055.561,300,99205-Jan-200700:01x86
Sfxcab.exe9.0.1055.5639,42404-Jan-200723:56x86
Custom.dllNot applicable58,77619-Mar-200723:15x86
Antigen 9.0 for SMTP Gateways
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Antigenclient.exe9.0.1055.561,086,46405-Jan-200700:08x86
Antigenservice.exe9.0.1055.561,300,99205-Jan-200700:08x86
Sfxcab.exe9.0.1055.5639,42405-Jan-200700:02x86
Custom.dllNot applicable58,77619-Mar-200723:16x86

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information about how hotfix packages are named, click the following article number to view the article in the Microsoft Knowledge Base:
816915 New file naming schema for Microsoft Windows software update packages
For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Properties

Article ID: 933675 - Last Review: September 23, 2011 - Revision: 4.0
APPLIES TO
  • Microsoft Antigen 9.0 for Exchange
  • Microsoft Antigen for SMTP Gateways
Keywords: 
kbautohotfix kbHotfixServer kbqfe kbtshoot kbbug kbfix KB933675

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