How do I run the ESET Online Scanner in Safe Mode with Networking?

KB Solution ID: SOLN2921|Last Revised: January 02, 2014

Issue

  • “ESET stopped working” error
  • After opening ESET, the support form is visible but no other options are available
  • Empty ESET folder in the Start menu

Solution

  1. Restart your computer in Safe Mode with Networking.
     
  2. Click the link below to run the ESET Online Scanner (no restart is necessary after running the ESET Online Scanner). Use the default settings for the ESET Online scanner unless ESET Customer Care have instructed you differently.

  3. NOTE:

    If you receive an error when attempting to run the ESET Online Scanner, uninstall and reinstall the ESET Online Scanner from your system. Click Start Control Panel Add/Remove Programs. Select ESET Online Scanner from the list of programs and click Uninstall or Remove depending on your version of Windows. Once uninstallation is complete, click the link above to reinstall the ESET Online scanner and run another scan.


  4. If any infiltrations or infected files are detected, they will automatically be moved into the quarantine where they no longer represent any threat to your system. There are two actions you can perform on the quarantined items:

    Restore quarantined files: Click Manage Quarantine, select the file you wish to restore and click Restore.

    Delete quarantined files permanently: Select the check box next to Delete quarantined files and click Finish in the ESET Online Scanner window. 

NOTE: Scan Log

The ESET Online Scanner saves a log file after running, which can be examined or sent in to ESET for further analysis. The path to the log file is "C:\Program Files\ESET\ESET Online Scanner\log.txt". To view this file, navigate to the file location and double-click log.txt

  • If ESET Customer Care has requested the log file, attach the log.txt file to an email reply to Customer Care.
     
  • If you have not already opened a case with ESET Customer Care, fill out our online support form and specify that you want to submit logs for analysis. Customer Care will respond and tell you where to submit your files.

 

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