[KB2400] Upgrade fails after "New update available" message in ESET home and small office products for Windows

Issue

• You receive an error after the "New update available" desktop notification prompts you to upgrade your installed product to the latest version of your ESET home or small office products for Windows
• When trying to upgrade, you receive an error "ESET product could not be updated automatically"

Solution

1. Remove any previously installed antivirus software.

2. Exclude ESET from detection on your third-party firewall. If you are using the ESET firewall and have no other firewall software installed, disregard this step.

3. If you do not use an HTTP proxy for downloading updates, verify update settings properly:

   1. Open the main program window of your ESET 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 to save the changes and exit Advanced setup.

      

4. Test communications with the ESET repository:

   1. Press the Windows key + R, type cmd into the text field and press the Enter key.

   2. Type ping repository.eset.com into the command prompt and press the Enter key.

   3. If you are able to 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.

      

5. Uninstall your existing ESET product and perform a new installation of the latest version.