[NEWS6077] ESET Customer Advisory: Virus signature database update problems - “Error downloading file from update server”

News

ESET Customer Advisory 2016-0007
June 7, 2016
Severity: Medium

Summary

In the past weeks, some ESET users could notice issues with virus signature database updates with the error message “Error downloading file from update server”. ESET identified the causes of these issues and prepared fixed module updates, while recommending an upgrade to fixed product versions.

Details

Some users running ESET security products could notice issues with virus signature database updates in the past few weeks, accompanied with the error message “Error downloading file from update server”. ESET identified two separate causes of these issues. An issue with premature x64 module update files deletion was already fixed in a previous product release (ESET Endpoint Security/Antivirus 5.0.2248 and ESET Smart Security/NOD32 Antivirus 8.0.301); ESET will also prepare a fixed Antivirus and antispyware scanner module update (version 1488) for the users not yet on the fixed product versions. The second issue is related to memory allocation and can be fixed by rebooting the operating system, a permanent fix will also be provided by means of an Internet protection module update (version 1256) soon.

Solution to the update files deletion issue

  • If you run standalone ESET security product, upgrade to the latest available version, downloaded from www.eset.com/download
  • If your ESET business security product is managed by ESET Remote Administrator 6, upgrade to the latest available version
  • If your ESET business security product is managed by ESET Remote Administrator 5, upgrade to ESET Endpoint Security/Antivirus version 5.0.2254 (there is an issue which makes it not possible to install version 5.0.2260 via ESET Remote Administrator 5, an update to ESET Remote Administrator to mitigate this issue is in the works)
  • Once ESET releases the Antivirus and antispyware scanner module version 1488, the issue will be resolved as well (the module will be downloaded automatically alongside virus signature database updates)

Solution to the memory allocation issue

  • A reboot of the operating system resolves the issue
  • ESET prepared the Internet protection module version 1256 which prevents the issue from reoccurring and will release it soon (the module will be downloaded automatically alongside virus signature database updates)
  • You can also ask your local ESET support office for the module and replace it manually in the meantime

Affected programs and versions

  • Update files deletion issue:
    • ESET Endpoint Security/Antivirus 5.0.2237 and below with Antivirus and antispyware scanner module version 1487 and below
    • ESET Smart Security/NOD32 Antivirus 7.0.325 and below with Antivirus and antispyware scanner module version 1487 and below
  • Memory allocation issue:
    • ESET products with Internet protection module version 1255 and below

Feedback & Support

If you have feedback or questions about this issue, please contact us using the ESET Security Forum, or via local ESET Support.

Version log

Version 1.0 (June 7, 2016): Initial version of this document