If you've just uploaded a file to your hosting account, whether via FTP or via a PHP upload script, and seconds later the file has mysteriously disappeared / disappears / has gone missing then most likely our security software has removed and/or quarantined it to protect users and servers alike. Don't worry, all is not lost and there are solutions! Read on...
This is a very rare occurrence, but if you just uploaded a file and it is suddenly gone then the chances are either:
A) You tried to upload an "executable" file (like a file with the .exe extension). Executable files are a common delivery method for viruses and are commonly uploaded by infected computers, therefore it is for the protection of everyone on our network that our security software will remove executable files right after they're uploaded.
B) You uploaded / installed a "theme" or "plugin" package for your PHP script and one (or more) of the files have some specially encrypted code in them, and that chunk of obfuscated code uses the same methods commonly used in malicious code by hackers (and therefore the server security software quarantines the file with the obfuscated code). Normally it's just the theme designer (or plugin designer) trying to prevent you from removing their copyright credits (such as in a footer.php file), but on rare occasions it is actual malicious code that someone included in their "free theme/plugin" for you. In either case, such "obfuscated" or "encrypted" files will sometimes be quarantined, giving you the impression that they're disappearing for no reason right after you upload them.
For .exe and other executable files - simply zip the file before you upload it. Since a .exe file serves no purpose as part of a web page and it's just a program file that you want someone to be able to download, zipping it before you upload it is an easy solution and then you can simply offer the .zip file link to your users. Any good modern operating system will let the user easily click to open the zip file after they've downloaded it and they can then easily run your executable.
For theme/plugin file encryption snags - First, try contacting your theme designer and politely ask them if you can have a copy of the file without the obfuscated code in it (you'd be surprised how many are happy to give you one). If that is not an option, most script developers have a way for you do decrypt the code in your theme file (actually it's considered "obfuscated" rather than encrypted) and there several are web sites out there that will decrypt files for you and give you the plain html code. Just be careful which such service you use!
IN SOME RARE CASES (not all) WE WILL CONSIDER WHITELISTING A FEW SPECIFIC FILES FOR YOU SO THAT THEY ARE IMMUNE TO THE SCAN, BUT THAT CAN BE A HUGE RISK - IF A PLUGIN FILE OR THEME FILE IS ALLOWED CONTROL ACCESS TO YOUR SCRIPT AND ALSO ALLOWED EXTERNAL ACCESS CALLS YOU CAN EASILY BE SETTING YOURSELF UP FOR PROBLEMS. SUBMIT A TICKET WITH A REQUEST TO WHITELIST THE FILES AND TELL US THEIR EXACT LOCATION RELATIVE TO YOUR public_html FOLDER AND WE WILL CONTACT YOU TO MAKE A DECISION.