ESET Knowledgebase

Solution

Try to update your ESET product after each step (click Update Update virus signature database). If the update fails, proceed to the next step until you are able to update. 

1. Re-enter your ESET-issued Username and Password 
   
   
   • How do I enter my Username and Password into the system?
      
2. Verify that your license has not expired.
    
3. Clear the update cache.
    
4. Remove any previously installed antivirus software: Common antivirus software removal tools
    
5. Exclude ESET from detection on your third-party firewall (such as Norton Personal Firewall, ZoneAlarm, or others). If you are using the ESET Personal firewall, disregard this step.
    
6. Configure your update settings properly:
   
   
   1. Open the main program window and press F5 to access the Advanced setup window.
       
   2. Expand Update and then click Update Setup.

Figure 1-1
Click the image to view larger in new window
 

• 5.x and earlier users: Make sure that the Update server drop-down menu is set to Choose automatically (view a screenshot).
   

3. Click the HTTP Proxy tab. If you are not using a proxy (using a proxy server is not common), make sure that Do not use proxy server is selected. Click OK.  

Figure 1-3

7. Test communications with the ESET update server:
   
   
   1. Press the Windows key + R on your keyboard, type cmd into the text field and press ENTER.
       
   2. Type ping update.eset.com into the command prompt and press ENTER (see figure 1-4).
   
   
   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.

Figure 1-4

8. Uninstall and reinstall your ESET product.
    
9. Clean an infected computer:
   
   
   • I think my computer is infected - what should I do?
      
10.  If you are still unable to receive virus signature database updates, contact ESET Customer Care.