[KB7269] Error downloading update file in ESET Endpoint Security or ESET Endpoint Antivirus (7.3 – 9.x)

Issue

  • You receive the error message "error downloading update file" when attempting to update the detection engine and the modules
  • Modules updates hang at 0%
  • The Check for updates button is unresponsive
  • You receive "Error DB10161"

Solution

ESET PROTECT users: Perform these steps in ESET PROTECT

  1. Clear the update cache
  2. Delete the update files

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 open Advanced Setup.

  4. Click Update and expand Basic. Click Clear next to Clear update cache and click OK.

    Figure 1-1
  5. Click Update Check for updates.

    Figure 1-2
  6. If the issue is still not resolved, continue to part II.


II. Delete the update files

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

  2. Press the F5 key to open Advanced setup.

  3. Click Detection Engine HIPS and expand Basic.

    Figure 2-1
  4. Click the slider bar next to Enable HIPS to disable it and click OK to exit Advanced setup.

    Figure 2-2
  5. Bookmark this page (for example, press CTRL + D or click the star icon next to the address bar in your web browser) for reference after restarting your computer. Restart your computer.

  6. Confirm that you can see hidden files, folders and drives:

    • Windows 7 users: Click Start → Control Panel → Folder Options → View and select Show hidden files, folders and drives.
    • Windows 10 users: Click Start → Control Panel → Appearance and Personalizations → Show hidden files and folders under File Explorer Options and select Show hidden files, folders and drives. Click Apply.
    • 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. Click Apply.
    Figure 2-3
  7. Delete the contents of the Updfiles folder and the Charon folder.

    • 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.
    • Windows 10:
      1. Click Start Computer and navigate to C:/ProgramData/ESET/ESET Security/Updfiles or ESET Endpoint Antivirus/Updfiles and delete the contents.
      2. Navigate to C:/ProgramData/ESET/ESET Security or ESET Endpoint Antivirus/Charon and delete the contents.
  8. Navigate to C:/Program Files/ESET/ESET Security/Modules or C:/ProgramFiles/ESET/ESET Endpoint Antivirus/Modules and delete the em0** folders (some folders may not delete). Restart your computer.

    Figure 2-4
  9. Re-enable HIPS and HIPS Self-Defense (see steps 1-4) and restart your computer.

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

  11. Click UpdateCheck for updates (see step 5).

  12. If you still receive the "error downloading update file" message, uninstall and reinstall your ESET product.

Contact ESET Technical Support.