Solved: Internet Explorer 11 Cache File is Quarantined

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brockma

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My Internet Explorer 11 stopped working shortly after I registered for a Twitter account for a college course that I am a part of. It appears my Norton antivirus quarantined and deleted my cache file. Norton will not let me download and re install Internet Explorer 11. How can I fix this?
 
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Dec 16, 2013
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I sounds like Nortons may have mistakened your cache file for a virus & is blocking your attempts to redownload it. You'll get a better response in the General Security section of TSG so i'll have the thread moved there for you.
 

Cookiegal

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First it would be important to know exactly what file(s) Norton quarantined. Please check the quarantine log and report back that information, including the entire path to the file(s). It may be easier to just release them from quarantine to restore IE to the way it was provided they are indeed false detections.

It would also be useful to know what operating system you're running.
 
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Please download the TSG System Information Utility & copy the information it displays to your next post. You can download it from here http://static.techguy.org/download/SysInfo.exe

Also if possible copy the scan log from nortons into your next post so we can see exactly what file was quarantined. It you can't post the scan log please provide the information Cookiegal already asked for.
 

brockma

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The Norton risk was: WS.Reputation.1
Status: Infected
I was unable to do a pint screen.....
 

brockma

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Jan 13, 2015
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It wont load...I can see the gear, but my Explorer does says "not responding" then shuts off.
 

brockma

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Jan 13, 2015
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I tried to uninstall, but it is not listed. Is this because it came with my computer?
 

brockma

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Tech Support Guy System Info Utility version 1.0.0.2
OS Version: Microsoft Windows 8.1, 64 bit
Processor: Intel(R) Core(TM) i5-4200U CPU @ 1.60GHz, Intel64 Family 6 Model 69 Stepping 1
Processor Count: 4
RAM: 8090 Mb
Graphics Card: Intel(R) HD Graphics Family, -2016 Mb
Hard Drives: C: Total - 700797 MB, Free - 621493 MB;
Motherboard: Dell Inc., 02F6GW
Antivirus: Windows Defender, Disabled
 

Cookiegal

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It's not the name of the detection we need but the name of the file that was detected. How do you know it was the IE cache?
 

brockma

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Jan 13, 2015
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When I click on the reputation file in Norton it says "internet browser temporary file cache" "deleted"
 
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Since you couldn't put the scan log on here can you bring up the quarantined item in nortons & hit the print screen button on your keyboard which will take a picture of what's on your screen. Paste it into paint (Located in Start>All Programs>Accessories) & save it as a image file that you can post on here so we can see all the information nortons has about the quarantined file.
 

Cookiegal

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Cookiegal shouldn't it say nortons instead of windows defender?
I think that's a bug in the TSG SysInfo utility on Windows 8 machines, it only see Windows Defender.
 
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