Issue
- You receive the error message "error downloading update file" when attempting to update the detection engine and the modules
- Modules updates hang at 0%
- The Check for updates button is unresponsive
- You receive "Error DB10161"
Solution
ESET PROTECT On-Prem users: Perform these steps in ESET PROTECT On-Prem
I. Clear the update cache
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Verify that your internet connection is active by visiting the ESET website.
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Open the main program window of your ESET endpoint Windows product.
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Press the F5 key to open Advanced Setup.
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Click Update and expand Update. Click Clear next to Clear update cache and click OK.
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If the issue is still not resolved, continue to part II.
II. Delete the update files
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Open the main program window of your ESET endpoint Windows product.
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Press the F5 key to open Advanced setup.
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Click Detection Engine → HIPS and expand Host Intrusion Prevention System.
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Click the toggle next to Enable HIPS to disable it and click OK to exit Advanced setup.
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Bookmark this page (for example, press CTRL + D or click the star icon next to the address bar in your web browser) for reference after restarting your computer. Restart your computer.
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Confirm that you can see hidden files, folders and drives:
- Windows 10 users: Click Start → Control Panel → Appearance and Personalizations → Show hidden files and folders under File Explorer Options and select Show hidden files, folders and drives. Click Apply.
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Delete the contents of the Updfiles folder and the Charon folder.
- Windows 10:
- Click Start → Computer and navigate to
C:/ProgramData/ESET/ESET Security/Updfiles
orESET Endpoint Antivirus/Updfiles
and delete the contents. - Navigate to
C:/ProgramData/ESET/ESET Security
orESET Endpoint Antivirus/Charon
and delete the contents.
- Click Start → Computer and navigate to
- Windows 10:
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Navigate to
C:/Program Files/ESET/ESET Security/Modules
orC:/ProgramFiles/ESET/ESET Endpoint Antivirus/Modules
and delete the em0** folders (some folders may not delete). Restart your computer. -
Re-enable HIPS and HIPS Self-Defense (see steps 1-4) and restart your computer.
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Open the main program window of your ESET endpoint Windows product.
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Click Update → Check for updates (see step 5).
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If you still receive the "error downloading update file" message, uninstall and reinstall your ESET product.
Need further assistance? Contact ESET Technical Support.