[KB2955] Common ESET installation and uninstallation error messages (Windows)

Issue

Solution

 Android users

Installation error messages

Error message Issue description and troubleshooting
Error communicating with kernel

  1. Click Start. Type run and press the Enter key. Type services.msc and click Ok.

  2. Right-click the ESET Service (ekrn.exe) and select Properties from the context menu.

  3. Verify Startup type is set to Automatic and that the Service Status shows Started. Click Apply → OK. If the Service Status has not started, click Start. 

  4. Restart the computer and install your ESET product. 

  5. If this does not resolve the issue, manually uninstall the ESET product and reinstall it.
Installation ended prematurely
Error 2878: Warning: Other security products were found OR Installation Error. Please try again or download and install offline installer
Error 1603
Installation has been interrupted, Error Code: WIN.1620 Install your ESET Windows home product using an offline installer. You can use the same ESET subscription after a successful installation.
SC Error Code 11 If you are installing on a server, ensure that you are logged into the administrator account while performing the installation.
Uninstallation of the previous version failed. Please uninstall it manually and run the installer again. Perform a manual installation.
This product version is not intended for server operating systems.

For additional information about the system requirements for non-server ESET products, visit the appropriate Knowledgebase article:
This product version is not compatible with the installed version. It is therefore not possible to run the reinstallation. Please uninstall current product version and restart the installation.
Ensure that you are installing the latest version of the same ESET product that you currently have installed.
The header is corrupt This error occurs when a user tries to decompress (unRar) the .exe installation file instead of allowing the installer to extract the files automatically. If you have downloaded an ESET product installation file from ESET's website, double-click the file to initiate installation. The install files will automatically extract and the wizard will guide you through the installation process.
This installation package is intended for 32-bit operating systems. Please use an installation package for 64-bit operating systems.
This error occurs if you try to install an ESET product with the wrong bitness for your operating system. For example, a 32-bit product on a 64-bit system.
A network error occurred while attempting to read from the file: .msi or a record in Application Event log Product: ESET -- Error 1316
This error message appears when the .msi installer has been renamed. Use the ESET .msi installer package with its original filename.
  • Change the filename back to its original name.
  • If you do not know the original name re-download the .msi installer package.
Installation has been interrupted (Install error 1618)

This error typically occurs when another Windows installation is trying to install or update your computer.

  • Wait for the Windows installation to finish, then retry the ESET installer. 

  • Manually end the installer task using End Task in Task Manager, then retry the ESET installer:

    1. Open the Task Manager by pressing Ctrl + Alt + Delete keys and click Task Manager.

    2. In the Processes tab, find all entries for "Windows installer," click each entry to select it and then click End Task.

    3. Restart your ESET installation.
The installation was not completed successfully (Error Code: MSI.1406, MSI.1303)

The error codes MSI.1406 and MSI.1303 indicate a conflict with your system permissions and the ESET installation.

  1. Right-click the ESET installer file, click Run as Administrator, and then follow the Installation Wizard. If you still receive the error, create the following three folders directly on the C: Drive:
    • ESET Security
    • ESET Modules
    • ESET Data
  1. Run the ESET installer and follow the instructions based on your method below to change the default installation file path:
    • Live installer or offline installer: When prompted to Enable LiveGrid and Detection of PUAs, click Change installation folder. Change the installation paths to the folders you created above and click Continue.
    • Install from MSI: When prompted to Enable Detection of PUAs, click Advanced Settings. Change the installation paths to the folders you created above and click Continue.
Connection error
ESET Live Installer requires a working internet connection to download the files necessary for installation. Ensure you have a working internet connection. If you still cannot run the installer after ensuring that you have a working internet connection, download the offline installer for your ESET product.
"ekrn service could not be stopped" during installation Uninstall and reinstall your ESET product.
Error 1920: ESET Service (ekrn) failed to start

This error might appear during the installation of product module updates.

Disable Microsoft Windows Defender and then update your ESET product again.
The page you are looking for cannot be found

ESET PROTECT Virtual Appliance users on version 11.0 and earlier who upgrade using the Components Upgrade task in the Web Console may experience a configuration issue. We recommend you choose one of the following solutions: 

  • Manually remove /era from the URL https://10.1.1.1/era/webconsole/ so that it shows https://10.1.1.1/webconsole/ 
  • Upgrade ESET PROTECT Virtual Appliance to version 11.1 using the recommended Migration and upgrade process
  • Remove the /var/lib/tomcat/webapps/era.war file and restart the Tomcat service

Installation return codes

Return message Return code Return code troubleshooting
Installation cancelled by user 5002, 5012 The installation was canceled by the user. Restart the Installation Wizard.
Application already exists 5020, 5021, 5022 An existing ESET product is already installed on your system. If needed, uninstall the existing ESET product and upgrade to the latest version.
Installation already in progress 1008 The Installation Wizard is currently running.
Disk space is full 5014 Check the current disk space.
Reboot required 1, 2 Reboot the machine.
Network failure 5003, 5004, 5005, 5009, 5010 Check the network settings and that you are connected to the internet.
Package rejected during installation 5013, 5018, 5019 Download the installer file again.
Installation successful 0 Your ESET product has been installed successfully.

Uninstall error messages

Error message Issue description and troubleshooting
Enter a valid Password to continue uninstallation.
  • Your ESET product has been protected by a settings password. Press the F5 key to access Advanced setup, expand Access setup → User interface → Password protect settings and type the valid Password to continue uninstallation.
  • If you do not know your user-defined password, use the ESET Unlock Utility to remove the password and restore access to the configuration settings. There is no way to recover a password that has been lost or forgotten.
"ekrn service could not be stopped" during uninstallation

  1. Start your computer in Safe Mode.

  2. Click Start → All, type ESET and click your ESET product. Click Uninstall.

  3. Follow the on-screen instructions to uninstall your ESET product, then restart your computer.

Need further assistance? Contact ESET Technical Support.
 
Last Updated: Jul 7, 2025

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