[KB3504] Error downloading update file in ESET Endpoint Security or ESET Endpoint Antivirus (6.x)

Issue

  • You are completing the Update Mirror Troubleshooting Checklist
  • You receive the error message "error downloading update file" when attempting to update the detection engine and update modules
  • Modules updates hang at 0%
  • The "Update now" button is unresponsive
  • Error DB10161

Solution

ESET business product no longer supported

This article applies to an ESET product version that is currently in End of Life status and is no longer supported. The content in this article is no longer updated. 

For a complete list of supported products and support level definitions, review the ESET End of Life policy for business products.

Upgrade ESET business products.

 ESET Remote Administrator (ERA) users: Perform these steps in ERA

I. Clear the update cache

  1. Verify that your internet connection is active by visiting the ESET home page.
     
  2. Open the main program window of your ESET endpoint Windows product.
     
  3. Press the F5 key to access Advanced setup.
     
  4. Expand Update, click Clear next to Clear update cache and click OK.

Figure 1-1

  1. Click Update Check for updates.

Figure 1-2

  1. If the issue is still not resolved, continue to part II.
     

II. Delete update files

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

  2. Press the F5 key to access Advanced setup.
     
  3. Expand Antivirus and select HIPS.
     
  4. Deselect the check boxes next to Enable HIPS and Enable Self-defense. Your ESET product will notify you that a computer restart is required, click OK  OK.

    Figure 2-1

  1. Restart your computer. Click to bookmark this page for reference after restarting your computer.
  1. Confirm that you can see hidden files, folders and drives:
    • Windows XP/ Windows 7 users: Click Start → Control Panel → Folder Options → View and select Show hidden files, folders and drives.
       
    • Windows Vista users: Click Start → Control Panel → Appearance and Personalizations → Show hidden files and folders under Folder Options and select Show hidden files, folders and drives.

Figure 2-2

  1. Delete the contents of the Updfiles folder and the Charon folder.
    • Windows XP:
      1. Click Start My Computer and navigate to C:\Documents and Settings\All Users\ProgramData\ESET\ESET Security\Updfiles\ or ESET Endpoint Antivirus\Updfiles\ and delete the contents.
         
      2. Navigate to C:\Documents and Settings\All Users\Program  Data\ESET\ESET Endpoint Security\Charon\ or ESET Endpoint AntivirusCharon and delete the contents.
         
    • Windows Vista and Windows 7:
      1. Click Start Computer and navigate to C:\ProgramData\ESET\ESET Endpoint Security\Updfiles\ or ESET Endpoint Antivirus\Updfiles\ and delete the contents.
         
      2. Navigate to C:\ProgramData\ESET\ESET Endpoint Security\ or ESET Endpoint Antivirus\Charon\ and delete the contents.
         
  2. Navigate to C:\Program Files\ESET\ESET Security\Modules\ or C:\Program Files\ESET\ESET Endpoint Antivirus\Modules\ and delete the em0** folders (some folders may not delete). Restart your computer.



Figure 2-3

  1. Re-enable HIPS and HIPS Self-Defense (see steps 1-4) and restart your computer.
     
  2. Open the main program window of your ESET endpoint Windows product
     
  3. Click UpdateCheck for updates (see Figure 1-2).
     
  4.  If you still receive the "error downloading update file" message, uninstall and reinstall your ESET product.

If you are still unable to resolve your issue, contact ESET Technical Support.