Spam quarantine items are blank or missing after upgrade to 21.8

Incident Report for GFI Software

Resolved

Dear Customers,

We have now resolved the reported issues observed after upgrading to version 21.8. Below you will find the resolutions for both of the main problems reported:

1. Failed [VSE] errors after upgrading to 21.8
This issue has been resolved by manually updating the BitDefender definitions. Please review the steps outlined in the following article:
- How to manually update BitDefender definitions (https://gfi-mailessentials-supportdesk.kayako.com/article/117747-how-to-manually-update-bitdefender-definitions)
Following these instructions has successfully resolved the issue in every reported case.

2. Spam quarantine items blank or missing after upgrade to 21.8
Thank you for your patience while our Engineering team worked to resolve this issue. A patch has been released to restore full access to both old and new spam quarantine items.
Please follow these steps to apply the patch:
- Download the ZIP file from the following link: https://drive.google.com/file/d/11DwRmJwXnNXS8hTHkkIChv8hpT3yPbZR/view
- Click the download arrow in the upper right corner.
- Extract the contents to a preferred location.
- Right-click on GFIPatchExecuter.exe and choose "Run as Administrator".
- In the patch tool, click "Patch" to apply the update.
- Once complete, verify that spam quarantine items are now visible and accessible for both admins and end users.

We sincerely appreciate your understanding and cooperation. If you continue to experience any issues, please don’t hesitate to reach out to our support team.

Kind regards,
GFI Support Team

Posted May 02, 2025 - 20:14 UTC

Investigating

We have been made aware that spam quarantine items are blank or missing after upgrade to 21.8. The issue is currently under investigation with the development team

Posted May 02, 2025 - 07:07 UTC

This incident affected: GFI MailEssentials (Spam features).