Defender for Endpoint not being able to remove detected malware.

Jan De Smet 66 Reputation points

We have all our devices enrolled in MEM, and are using Defender for endpoint. On 2 devices we see reoccurring malware files. Security Center shows the files as blocked / prevented. But Defender does not seem to be able to quarantine the files. Nor remove them;
A full system scan does not clean up the files either.
How can we clean these files, without manually deleting them from the pc?

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Windows 10: A Microsoft operating system that runs on personal computers and tablets.Security: The precautions taken to guard against crime, attack, sabotage, espionage, or another threat.
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A Microsoft cloud-based management solution that offers mobile device management, mobile application management, and PC management capabilities.
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  1. Andrew Blumhardt 8,261 Reputation points Microsoft Employee

    You may consider walking the user through an offline scan:

    Many organizations also reimage systems with persistent issues.

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