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

Issue

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

  

• Check for updates after each step
• Troubleshooting checklist

Solution

Related solution: Android users

Check for updates after each step

After performing each step in the section below, check if you can already update the modules.

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

2. Click Update → Check for updates.

   

3. If the update fails, proceed to the next step until you can update the modules.

Troubleshooting checklist

After each of the following steps, check for updates.

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, skip this step.

7. If you do not use the 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 Management 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 Updates, expand Profiles → Updates.

      

   4. Expand 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. Click the search bar, type cmd, right-click Command Prompt and click Run as administrator.

      

   2. Type ping update.eset.com into the Command Prompt and press the Enter key.

      

   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 your computer of a virus or malware.

Need further assistance? Contact ESET Technical Support.