[KB2850] Troubleshooting for "Modules update failed" message (Windows)

Issue

• You receive the error message "Module update failed" in your ESET Windows product

  

• Verify updates after each step
• Troubleshooting checklist

Solution

macOS users: Clear the update cache in ESET Cyber Security for macOS

Android users: ESET Mobile Security for Android displays ’’Please check your internet connectivity and try again’’

Verify updates after each step

Before continuing to each of the following steps in the section below, check the update process.

1. Ensure you are using the latest version of your ESET product.

2. Confirm the hard drive partition (for example, C:\) where your ESET product is installed, has enough free disk space (minimum of 1 GB).

3. Verify that your subscription has not expired.

4. Clear the update cache.

5. Remove any previously installed antivirus software.

6. Exclude ESET from detection on your third-party firewall. If you use the ESET firewall and have no other firewall software installed, disregard this step.

7. If you do not use ESET Bridge proxy for downloading updates:

   Business users only

   If your ESET Bridge settings are locked (read-only), this ESET Bridge policy was forced by ESET PROTECT or ESET PROTECT On-Prem.

   You can disable ESET Bridge when the modules update fails from the ESET PROTECT Web Console.

   If there is no access to the ESET PROTECT Server (for example, ESET PROTECT Server no longer exists), uninstall the ESET PROTECT Agent and then uninstall and reinstall ESET endpoint products using ESET PROTECT On-Prem.

   1. Open the main program window of your ESET Windows product.

   2. Press the F5 key to open Advanced setup.

   3. Click Update, expand Profiles → Updates → Connection Options, and select Do not use proxy server from the Proxy mode drop-down menu. Click OK.

      

8. Test communications with the ESET update server:

   1. Type run into the Search bar (Windows 11) or click Start and type run (Windows 10). Type cmd into the Open field and press the Enter key.

   2. Type ping update.eset.com into the Command Prompt and press the Enter key (see Figure 2-2 below).

   3. If you can connect to the update server, you will see a Reply from message followed by the IP address of the server you are trying to reach.

      

9. Uninstall and reinstall your ESET product.

10. Clean the infected computer.

Need further assistance? Contact ESET Technical Support.