"Virus signature database update failed" in your ESET endpoint product (ESET Remote Administrator 5.x)

Issue

  • Virus signature database update failed: "An error occurred while downloading update files"

Solution

Perform these steps on individual client workstations.

ESET Remote Administrator

End of support for version 5.2 and 5.3 of ESET Remote Administrator

This article applies to version 5.x of Remote Administrator. ESET Remote Administrator version 5.3 is currently in limited support status and will soon be in Basic support status.

ESET Remote Administrator version 5.2 is currently in Basic support status and will soon reach End of Life status. End of life status for both of these versions is expected to occur in December 2019. After this date, the products will no longer receive detection updates to protect against malware.

I. Send a Clear Client's Update Cache configuration task

  1. Open the ESET Remote Administrator Console (ERAC) by double-clicking the ESET Remote Administrator Console icon on your Desktop, or by clicking Start → All Programs → ESETESET Remote Administrator ConsoleESET Remote Administrator Console.

  2. In the Clients tab, right-click a client workstation and click New TaskClear Client's Update Cache.

Figure 1-1
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  1. The Run Clear Client’s Update Cache Task window will appear. Click Next.

    Figure 1-2

  2. Select the client workstation(s) you want to send the Clear Update Cache task to in the All items pane, click >> and then click Next.

    Figure 1-3

  3. Verify the details of the task in the Task Report window and then click Finish. Proceed to part II.
     

II. Send an Update Now configuration task

  1. Open the ESET Remote Administrator console (ERAC) by double-clicking the ESET Remote Administrator Console icon on your Desktop, or by clicking Start → All Programs → ESETESET Remote Administrator Console ESET Remote Administrator Console.

  2. In the Clients tab, right-click a client workstation and then click New Task Update Now.

    Figure 2-1
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  3. The Update Now window will appear. Click Next.

    Figure 2-2

  4. Select the client workstation(s) you want to send the Update Now task to in the All items pane, click >> and then click Next.

    Figure 2-3

  5. Verify the details of the task in the Task Report window and then click Finish.
     

Individual client workstations

Upgrade to the latest version - End of Life notice

This article applies to version 5.x of ESET Endpoint Antivirus and ESET Endpoint Security. These products are currently in Basic Support status and are expected to reach End of Life status in December 2020. After this date, ESET Endpoint Antivirus and ESET Endpoint Security will no longer receive detection engine updates to protect against malware.

  1. Open ESET Endpoint Security or ESET Endpoint Antivirus. How do I open my ESET product?

  2. Press F5 to access Advanced setup.

  3. Expand Update General and re-enter your ESET-issued Username and Password. I do not have my Username and/or password.

  4. Click Clear.

Figure 3-1
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  1. If your client connects to the internet using a proxy server, click Setup, select the HTTP Proxy tab and verify with your system administrator that you are using the correct settings. Click OK once you are done making changes to proxy settings.

  2. Click OK and then click OK again to exit Advanced setup.

Figure 3-2
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  1. Click UpdateUpdate virus signature database.

Figure 3-3
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  1. If you are still unable to receive virus signature database updates, restart your computer.
     
  2. If after restarting your computer you are still not able to receive virus signature database updates, uninstall and reinstall your ESET product.

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