Unable to clear "Unresolved Security Risks"

[Migration User]

Hello,

 

One of my users had an "unresolved security risk" a few days ago. I tried to fix it remotely using the fix button on the Symantec.Cloud portal, but it failed.

So I manually deleted the infected file on the computer yesterday, but it still shows in the "Unresolved Security Risks" list on the web portal - "Fix pending".

How can I clear this list ?

Thanks,

JP

[ℬrίαη]

Have you tried running a scan to ensure it comes up clean?

[Migration User]

Thanks for your answer. Yes I have already tried that.

The "unresolved security risks" list on the local computer is empty but the "pending fix risk" is still showing on the Symantec.cloud portal.

[Rafeeq]

Run a full scan again, when it comes up clean the status will be cleared. You cannot clear the status manually in SEP 12.1 X versions

[ℬrίαη]

Has the client reported in to say it's been resolved?

[Migration User]

Thanks for your answer. Already tried that, it's clean on the computer, still showing on the Symantec.cloud portal.

[Migration User]

I went on the computer, launched a full scan. It found nothing. I went to the unresolved risks list (still on the client) - it was empty.

[Rafeeq]

check the scan logs time, just to make sure the clients logs reached the manager ( cloud)

[kahml]

I am not certain from the thread whether you tried this series of steps:

Access the affected computer either directly or via a remote control product.

Launch the portal and manage that client's computer.

Now, run the fix on the affected computer.

For some reason known only to Symantec, FIX doesn't work remotely all the time - and I'm guessing here - no one has ever contacted Support to log the issue so that it can be investigated.

If you followed the above steps and it still doesn't work, please call 866-807-6047, option 1, option 4, option 1 and get them to take a look.

Hope that helps!