norton antivirus users

have a customer that is running nav2004.
does anyone have knowledge as to why nav would put an item into c:\program files\nav\quarentine\incoming folder?
yet when you look at view reports through nav's report\quarentined items in its normal window it does not show the file.
file in question is the pst folder for outlook that she has been using for a couple years now.
as of last night nav seems to have pulled her entire pst folder from outlook (all messages and contacts are now empty, yet she can still send and receive so it seems like just all the data and not the set up) are being held ransom.
norton tech support not available till monday so can't turn to them yet.
tanks in advance.