Recover files from quarantine

Asked by:
HubFans / n/a Points
2015-10-02 12:15 pm EST
Website Troubleshooting
My site was recently diagnosed to contain harmful files. All the files in public_html were moved to the quarantine folder. I downloaded this folder, cleaned up the infected files and moved them back to the public_html folder. Unfortunately, many files were not successfully moved to the quarantine folder and when I re-uploaded the remaining files, found out that my website was not working. I was able to rebuild many of the existing files from a clean install of WordPress and from files recovered from the quarantine folder, but many files are still missing, mostly graphics. Since graphics are not affected by viruses, I wondered if it was possible that you might have the contents of the wp-content/uploads directory from where most of the files went missing. Even if the files are recovered without the folder structure, that would be great. It's critical that I get these back. Thanks for your help.

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12,339 Points
2015-10-02 12:43 pm EST

Thank you for contacting us about recovering quarantined files. It seems you are using WordPress, here is a helpful link to our guide on Reinstalling WordPress after a hack. Since this is just our public forums, we cannot provide account specific information.

I recommend replying to the email you received from our System Administration team, with this question. This will open the ticket with them directly, and allow them to provide you with account specific information in a secure setting. You can also submit a ticket to Live Support via AMP.

Let us know if you have any further questions.

Thank you,

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