How do I use the ESET Online Scanner?

KB Solution ID: SOLN2921|Last Revised: July 07, 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

Unable to run the ESET Online Scanner?

If you receive an error message when attempting to run the ESET Online Scanner, uninstall the scanner and try running it again in Safe Mode with Networking:

  1. Click Start Control Panel Add/Remove Programs.
     
  2. Select ESET Online Scanner from the list of programs and click Uninstall or Remove depending on your version of Windows.
     
  3. Restart your computer in Safe Mode with Networking and follow the instructions below.
  1. Click here to visit the ESET online scanner page.
     
  2. Click Run ESET Online Scanner. You may need to enable ActiveX controls or install a plugin depending on the web browser you are using.

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  1. Read the End User License Agreement, select Yes, I accept the Terms of Use and then click Start.
     
  2. Set your preference for detection of potentially unwanted applications (what is a potentially unwanted application?) and click Start. Click Yes if you receive a prompt from User Account Control.

Google Chrome/Mozilla Firefox users

You must download and run ESET Smart Installer to use the ESET Online Scanner. To do so, follow the instructions below:

  1. Click ESET Smart Installer when prompted to download ESET Smart Installer.

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  1. When the download is finished, launch esetsmartinstaller_[language].exe and click Run.
     
  2. Select the check box next to YES, I accept the Terms of Use and click Start. Click Yes if you receive a prompt from User Account Control.

 

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  1. If you use a proxy server, select the check box next to Use custom proxy settings and click Configure. Click Start if you do not use a proxy server and continue to step 5 below.

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  1. The ESET Online Scanner will automatically download the latest virus signature database and scan your system. If threats or infected files are detected, they will automatically be moved to the quarantine where they no longer represent a threat to your system. There are two actions you can then perform on quarantined items:

    • Restore quarantined files: Click Manage Quarantine, select the file you want to restore and then click Restore.
       
    • Delete quarantined files permanently: Select the check box next to Delete quarantined files and click Finish.
       
     
  2. Click Finish when the scan is complete.

To submit a Scan Log

The ESET Online Scanner saves a log file that can be sent to ESET for further analysis. The default save location for this 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 ESET 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. ESET Customer Care will respond and tell you where to submit your files.


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