[KB2400] Upgrade fails after “New update available” message in ESET Windows home products

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Issue

  • You receive an error after the “Free Upgrade Available” message, or the “New update available” desktop notification prompts you to upgrade your installed product to the latest version of ESET Smart Security Premium, ESET Internet Security, or ESET NOD32 Antivirus
  • When trying to upgrade, you receive an error “ESET product could not be updated automatically.”

Details

Automatic upgrade from older versions to the latest version of ESET Smart Security Premium, ESET Internet Security, or ESET NOD32 Antivirus did not finish successfully. If you experience a failed upgrade, you can still upgrade to the latest version of your ESET product.

Solution

Check to see if you can update after each step

Click Update → Update product now. If the update fails, proceed to the next step until you are able to update.

  1. Remove any previously installed antivirus software: Uninstallers (removal tools) for common Windows antivirus software.
  2. Exclude ESET from detection on your third-party firewall. If you are using the ESET firewall and have no other firewall software installed, disregard this step.
  3. If you do not use HTTP proxy for downloading updates, verify update settings properly:
    1. Open the main program window and press F5 to access the Advanced setup window.
    2. Click Update, expand Profiles → Updates → Connection Options, select Do not use proxy server from the Proxy mode drop-down menu, and then click OK.(Version 8.x and earlier: expand Update and then click Update → Setup, click the HTTP Proxy tab, make sure that Do not use proxy server is selected, and then click OK).
  1. Test communications with the ESET repository:
    1. Press the Windows key + R on your keyboard, type cmd into the text field and press the ENTER key on your keyboard.
      Windows 8 users: Press the Windows key  + Q to open an app search and type cmd into the Search field.
    2. Type ping repository.eset.com into the command prompt and press ENTER (see Figure 1-1).
    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 1-1
  1. Uninstall your existing ESET product and perform a new installation of the latest version: [KB2788] Uninstall and reinstall my ESET home product

If you are still unable to resolve your issue, email ESET Technical Support.

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Last Updated: Jul 14, 2021

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