[KB7269] Error downloading update file in ESET Endpoint Security or ESET Endpoint Antivirus

Issue

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

Solution

Related solutions: ESET PROTECT On-Prem users

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 website.

2. Open the main program window of your ESET endpoint Windows application.

3. Press the F5 key to open the Advanced Setup window.

4. Click Updates and expand the Updates section. Next to Clear update cache, click Clear → OK.

   

5. In the main application window, click Update → Check for updates.

   

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

II. Delete the update files

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

2. Press the F5 key to open Advanced setup.

3. Click Protections → HIPS, and in the Host Intrusion Prevention System section, turn off the toggle next to Enable HIPS. Click OK.
   

   

4. Bookmark this web page for reference after restarting your computer. Restart your computer.

5. Click Start → Settings → System → For developers, and under File Explorer, turn on Show hidden and system files. 

6. Delete the contents of the Updfiles, Charon and em0** folders:

   • Navigate to C:/ProgramData/ESET/ESET Security/Updfiles or C:/ProgramData/ESET/ESET Endpoint Antivirus/Updfiles and delete the contents.

   • Navigate to C:/ProgramData/ESET/ESET Security/Charon or C:/ProgramData/ESET/ESET Endpoint Antivirus/Charon and delete the contents.

   • 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 be deleted).

7. Restart your computer.

8. Click Protections → HIPS, and in the Host Intrusion Prevention System section, turn on the toggle next to Enable HIPS. Click OK. 

   

9. Restart your computer.

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

11. In the main application window, click Update → Check for updates.

    

12. If you still receive the "error downloading update file" message, uninstall and reinstall your ESET application or contact ESET Technical Support for further assistance.