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Error downloading update file in ESET Endpoint Security or ESET Endpoint Antivirus

Issue

  • You are completing the Update Mirror Troubleshooting Checklist
  • You receive the error message "error downloading update file" when attempting to update the virus signature database
  • Virus signature database updates hang at 0%
  • The "Update now" button is unresponsive
  • Error DB10161

Solution

If you use ESET Remote Administrator to manage your network

Perform these steps in ESET Remote Administrator.

 

I. Clear the update cache

  1. Verify that your internet connection is active by visiting the ESET home page.
     
  2. Open ESET Endpoint Security or ESET Endpoint Antivirus. Open my ESET product.
     
  3. Press the F5 key to access Advanced setup.
     
  4. Expand Update General, click Clear next to Clear update cache and then 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 ESET Endpoint Security or ESET Endpoint Antivirus. Open my ESET 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, then click OK agan to exit Advanced setup.

    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 Endpoint 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 Antivirus\Charon 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 Endpoint Security or C:\Program Files\ESET \ESET Endpoint Antivirus and delete all em0**_32.dat files. Restart your computer.



Figure 2-3

  1. Re-enable HIPS and HIPS Self-Defense (see steps 1-4) and restart your computer.
     
  2. Open ESET Endpoint Security or ESET Endpoint Antivirus. Open my ESET product.
     
  3. Click UpdateUpdate virus signature database (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, please email ESET Technical Support.