Virus signature database update failed in ESET Smart Security and ESET NOD32 Antivirus Business Edition

KB Solution ID: SOLN2206|Last Revised: April 14, 2014

Issue

Upgrade to version 5

This article applies to client workstations running ESET endpoint products version 4.x and earlier. To upgrade to version 5 of ESET endpoint products, see the following ESET Knowledgebase article:

 

 

Solution


Check the update status of your ESET product after each step by opening the main program window and clicking Update Update virus signature database. If the update works, you do not need to proceed with further steps:

  1. Re-enter your Username and Password
  2. Verify that your license has not expired

  3. A previous update may have been corrupted which can cause new updates to not download: Clear the update cache then delete update files.
     
  4. If you had a previous antivirus program installed on your computer (such as AVG, Kaspersky, McAfee, Norton or others), ensure that they are completely removed using our common antivirus software removal tools article.
     
  5. If you are using a third-party firewall (such as Norton Personal Firewall, ZoneAlarm, Outpost, Kerio, or others), ensure that these are allowing your ESET product to connect to the Internet to receive updates. If you are using the built-in ESET Smart Security firewall, disregard this step.
     
  6. Configure your Proxy settings:

    1. From the main program window, press F5 to display the Advanced setup window, click Update and then click Advanced Update setup.  



      Figure 1-1
       

    2. Click the HTTP Proxy tab. If you are not using a proxy (using a proxy server is not common) select the Do not use proxy server option. Click OK to confirm settings.  



      Figure 1-2
       

  7. Select the correct update server: From the main program window, press F5 to display the Advanced setup window. From the Advanced setup tree, click Update and make sure that Choose Automatically is selected from the Update Server drop-down menu.
     
  8. Test communications with our update server by following steps a through e:

    • From your desktop, click Start Run. The Run window appears.
       
    • Type cmd in the text field and click OK.
       
    • Enter the following text at the prompt: "ping update.eset.com".
       
    • Press ENTER.



    • Figure 1-3
       

    • If you are able to connect to the update server, you will see Reply from... message followed by the IP address of the server you are trying to reach.
       
    If you still do not receive replies, it is likely that a firewall is preventing communication with ESET servers, or your Internet connection is not active. Open your browser and check your connectivity. If you are able to browse websites, either there is software on your computer blocking the virus signature updates or your service provider is using a firewall on the connection, which could also block the update process.

  9. If the steps above do not resolve the “Virus signature database update failed” message, please Uninstall and reinstall your ESET security product.
     
  10. Malware can cause updates to fail or not download. My computer has a virus—what should I do?
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