Home Support FAQs

Help Yourself with help from our FAQ Section

Home License Support

Search Tips How do I Download and Install ESET NOD32 Antivirus? (5.x)

How do I Download and Install ESET NOD32 Antivirus? (5.x)

To download and install ESET NOD32 Antivirus 5.x , refer to the following step-by-step instructions:

 

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Download ESET NOD32 Antivirus 5

  1. Download ESET Live Installer
  2. Select Save when prompted and save the file to the Desktop.

Important!

It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. For further assistance, please see our list of uninstallers (removal tools) for common antivirus software.

  1. Once the download has completed, you may be prompted to click Run and begin the installation process. If the installer does not run automatically, navigate to your Desktop or wherever you saved the download file and double-click it to open. When you are ready, continue to the next section for installation instructions.


Install ESET NOD32 Antivirus 5


ESET Live Installer will automatically detect your system’s default language, bit architecture and version. Follow the steps below to install your product:

  1. On the welcome screen, make sure that the correct language is selected and click Install to begin.

    Figure 1-1

  2. In the End-User License Agreement window, click I Accept to continue.

    Figure 1-2

  3. In the next window, select the check boxes next to Yes, I want to participate (recommended) and Enable detection (recommended) and click Next to continue.

    Figure 1-3

  4. Once the installation is complete, click Finish to exit the installation wizard.

    Figure 1-4

  5. If you are installing an ESET security product on your system for the first time, the Product Activation window will open automatically. Select Activate using username and password and click Next to continue.

    Important!

    If you are installing ESET NOD32 Antivirus 5 over an existing ESET security product, your security product will automatically update with the appropriate credentials and download the latest virus signature database updates.

    Figure 1-5

  6. In the Activate using a username and password window, fill out the Username and Password fields. When you are finished, click Activate to continue.

    Figure 1-6

Installing and activating NOD32 Antivirus 5 from a CD

  1. Insert the CD included in your boxed retail product into your computer. If the installation does not begin automatically, click Start Computer and double-click the ESET disc icon  .

NOTE:

If you do not have a functioning CD drive and have not registered your Activation Key, see the following ESET Knowledgebase article:

  1. Click Install on the Launch Screen.

    Figure 2-1

  2. The ESET NOD32 Antivirus Setup window will open. Click Next to continue.

    Figure 2-2

  1. Select I accept the terms in the License Agreement and click Next.

    Figure 2-3

  1. In the Installation Mode window, select Typical (recommended best settings) and click Next.

    Important!

    If you are installing ESET NOD32 Antivirus 5 over a previous version you will see the window below (see Figure 2-4). Make sure the check box next to Use current settings (recommended) is selected and click Next to continue.

    Figure 2-4

     

    Figure 2-5

  1. In the ESET Live Grid window, select I agree to participate in ESET Live Grid (recommended) and click Next.

    Figure 2-6

  2. In the Detection of potentially unwanted applications window, seelct Enable detection of potentially unwanted applications and click Next.

    Figure 2-7

  3. In the Ready to Install window, click Install to continue.

    Figure 2-8

  4. In the Completing the ESET NOD32 Antivirus Setup Wizard window, click Finish.

    Figure 2-9

  5. In the Product Activation Type window, select Activate using an Activation Key (recommended) and click Next to continue.

    Figure 2-10

  6. In the Activate using an Activation Key window, fill out all of the required fields. When you are finished, click Next to continue.

    Figure 2-11

  7. If you entered the Activation key correctly, your ESET security product will automatically download the latest virus signature database. Installation is complete.

NOTE:

If an error message is displayed after installation and activation, please see the following Knowledgebase article:

Share

How do I install ESET Cybersecurity for Mac – digital download?

To download and install ESET Cybersecurity for Mac, watch the installation video directly below or follow this article’s download and installation step-by-step instructions:

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Important!

Running two antivirus products on the same computer can degrade performance and cause system instability. It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. Click here for a list of common Mac antivirus uninstallers.

    1. Download the latest install package from ESET’s download page. To check if you have the latest version, click here.

Download ESET Cybersecurity

  1. The install package will appear in your Downloads folder (or the default folder set by your browser). Click the download file to open it.

Figure 1-1

  1. Double-click the Install icon from the ESET Cybersecurity Install Disk window and click Continue to launch the installation wizard.

Figure 1-2

  1. Read the Introduction and then click Continue.

intro screen

Figure 1-3

  1. On the Read Me page, click Continue. If you would like to print or save the important information displayed on the Read Me page, click Print… or Save…, respectively.
  2. Carefully read through the Software License Agreement. To print or save the License Agreement, click Print… or Save…, respectively. Click Continue and then click Agree when prompted to agree to the License Agreement. If you click Disagree, you will exit the installer and your installation of ESET Cybersecurity will be incomplete.

eula screen

Figure 1-4

    1. Select the Installation Mode for your ESET security product. You can select either Typical or Custom installation modes. We recommend selecting the Typical installation mode, as its preconfigured settings provide optimum performance with maximum protection. However, if you would like to configure your own settings, you can select the Custom installation mode. Click Continue to proceed.
    2. Set parameters for ThreatSense.Net Early Warning System reporting. The ThreatSense.Net Early Warning System submits new threats to ESET’s labs and provides feedback that improves protection. Select the Enable ThreatSense.Net Early Warning System option to activate ThreatSense.Net reporting. Click Continue.

  1. Select Enable detection of potentially unwanted applications from the drop-down menu on the Special Applications page. Potentially unwanted applications are programs that may affect your computer’s performance, speed, reliability and behavior. They typically require user consent before installation. Click Continue.
  2. Read the installation details on the Installation Type page. Click Install to install your ESET security product. You will need to enter your Mac OS administrator username and password. The ESET installer will prompt you to continue the installation after you have entered your administrator username and password. Click Continue.

install location screen

Figure 1-5

  1. The installation may take a few minutes to complete. Click Restart to restart your computer and complete the installation.

Important!

You will be prompted to activate ESET Cybersecurity after installation. Follow the on-screen instructions, or bookmark the following ESET Knowledgebase link for reference: Activating ESET Cybersecurity for Mac.

final screen

Figure 1-6

Share

Activating/Registering ESET Smart Security/ESET NOD32 Antivirus

If you purchased ESET Cybersecurity for Mac – click here for activation instructions.

Frequently Asked Questions

  1. I have a 3-computer license and receive an error during activation – what do I do?

    If you receive an error message (such as “Activation failed”) during activation, it is likely because you already activated your key when you installed on the first machine. You only need to activate using your activation key during the first installation. After activating you should have received a username and password which should be used to activate all subsequent installations and reinstallations.

    NOTE:

    When installing and activating on your second and third machines, follow the steps below:

    1. Insert your CD into the second machine to begin your second installation.
    2. Follow the on-screen instructions to install your product.
    3. When you reach the Product Activation window, be sure to select Activate using Username and Password and complete the installation using your ESET-issued username and password.
    4. Repeat steps 1-3 for your third installation.

     

  2. How do I activate my ESET security product?

    If you purchased your ESET security product from a third-party vendor, you must activate the software to receive a valid Username and Password. For detailed instructions on activating your ESET security product, visit the following ESET Knowledgebase article: How do I activate and download my ESET security product?
  3. Do I need to activate my ESET security product?

    If you already received a Username and Password from ESET then you do not need to activate, but make sure you enter your Username and Password into your ESET security product. Without a properly entered Username and Password, you will not be able to receive the virus signature updates that are critical for maximum protection.

  4. What password should I use when completing the online form?

    The password for the activation form is made up by you and is unrelated to the ESET Username and Password that will be emailed to you upon successful completion of the activation form.

  5. Why am I getting an error message telling me that the serial number or activation key I entered is incorrect?

    Make sure to enter the serial number/activation key exactly as it appears. Your serial number/activation key is case sensitive and any hyphens are necessary. A big “0″ is the number zero (0), a little “o” is the lowercase letter o.

  6. How do I know if I have successfully completed the activation process?

    Open the main program window by clicking the ESET icon next to the system clock or by double-clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus. Then click Update from the main menu on the left and verify that your ESET security product successfully updates. After activating your ESET security product license, it may take 12 to 24 hours for the new expiration date to be displayed. You can also verify that your product has been activated by checking your license expiration date.

Share

How do I transfer my ESET security product license to a new computer?

If you have an active (non-expired) license for an ESET security product, you may transfer the same product to another computer for free. You may also download the latest version of the same product for free by using the links below.

If you want to add licenses or modify your license for a different product, please see our Licensing Frequently Asked Questions.

Important!

You will need your ESET Username and Password (not your Serial # or Activation Key) to activate the software after installation. They can be found in the license email you received after your original purchase/activation or recovered on the Lost License page.

    1. To download, click the link below for your product.

      Windows XP/Vista/Win 7/2000/2003/2008:

      ESET NOD32 Antivirus 5    ESET Smart Security 5

      Mac OS X Leopard 10.5, Snow Leopard 10.6, Lion 10.7 or later with an Intel Processor:

      ESET Cybersecurity

    2. In the File Download dialog box, click Save and save the file to your Desktop.

NOTE:

This process may appear differently in your web browser. Follow the prompts in your web browser to save the file to your Desktop.

 

Figure 1-1

  1. Once the download completes, open the file you downloaded and follow the installation instructions as prompted.
  2. After completing installation, you will be prompted to activate your product. In the Product activation window, select Activate using a Username and Password and enter your ESET-issued username and password.
     

    Important!

    Please remember to enter your username and password exactly as they are written.
    -The username and password are case sensitive and the hyphen in the username is necessary
    -The password is ten characters long and all lowercase
    -If you are copying and pasting, make sure you don’t select an extra blank space
    -We do not use the letter L in passwords (use the number one (1) instead)
    -A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

    If you forgot or lost your username and password, visit our lost license page.

  3. For illustrated instructions on installing your ESET security product, please click one of the links below:
  4. Uninstall your ESET security product from your old computer (If your old computer is not working, skip this step)
Share

Uninstallers (removal tools) for common antivirus software

Running two antivirus products on the same computer can degrade performance and cause system instability. It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. Typical uninstallation* using the Windows removal tool (Add/Remove Programs) is often insufficient.

  1. Click the link associated with the antivirus software currently installed on your system and follow the prompts or instructions on the website.
  2. After uninstallation is complete, you will need to restart your computer. You may then proceed with installing your ESET security product.
Avast http://files.avast.com/files/eng/aswclear.exe
AVG http://www.avg.com/us-en/utilities
Avira http://www.avira.com/en/support-for-free-knowledgebase-detail/kbid/88
BitDefender http://kb.bitdefender.com/site/article/333/
BullGuard http://www.bullguard.com/support/product-guides/bullguard-internet-security-guides/uninstall.aspx
CA Antivirus
http://homeofficekb.ca.com/CIDocument.asp?KDId=3125&Preview=0&Return=0&GUID=DF325E0AA0AB4264AF47E4BEA49F571B
Comodo Internet Security https://support.comodo.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=298
CounterSpy http://support.sunbeltsoftware.com/Business/2VIPRE_Enterprise/3.1/Console/Uninstall%2f%2fReinstall
Cyber Defender Early Detection Center http://cyberdefender.custhelp.com/app/answers/detail/a_id/207
Dr. Web https://support.drweb.com/support_wizard/?lng=en  (Only registered Dr. Web users can access support content)
eScan http://www.microworldsystems.com/download/tools/esremove.exe
ESET
http://kb.eset.com/esetkb/index?page=content&id=SOLN2788
FRISK F-PROT Antivirus for Windows http://www.f-prot.com/support/windows/fpwin_faq/25.html
F-Secure http://www.f-secure.com/en/web/home_global/support/article/kba/2109/k/uninstall+f+secure/p/1
G Data https://www.gdatasoftware.co.uk/?eID=PushFile&dl=f4b2f2fd23%3AAFEIBgU%3D
Kaspersky http://support.kasperskyamericas.com/knowledge-base-article/1464
Kingsoft http://www.kingsoftsupport.com/forum/viewtopic.php?f=30&t=59&sid=9e4c506ea22db37a60ab1b7364544d6a
K7 Total Security http://www.k7computing.com/en/tools/K7RT.exe
LavaSoft http://www.lavasoftsupport.com/index.php?showtopic=28
McAfee http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe
Norman Virus Control/Norman Security Suite http://www.norman.com/support/support_issue_archive/67798/en
Norton (Symantec ) ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe
Panda http://www.pandasecurity.com/resources/sop/UNINSTALLER_08.exe
Pareto Logic http://techsupport.paretologic.com/plsupport/consumer/kbdetail.asp?kbid=555
Sophos http://www.sophos.com/support/knowledgebase/article/11019.html
Trend Micro http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx
Trend Micro Titanium http://esupport.trendmicro.com/solution/en-us/1056455.aspx
Vipre (Sunbelt Software) http://www.sunbeltsoftware.com/support/VPE/AgentRemoval3.1.exe
Webroot http://support.webroot.com/cgi-bin/webroot.cfg/php/enduser/std_adp.php?p_faqid=1761
Windows Live OneCare http://download.microsoft.com/download/4/c/b/4cb845e7-1076-437b-852a-7842a8ab13c8/OneCareCleanUp.exe
Windows Security Essentials http://support.microsoft.com/kb/2435760
Zone Alarm http://download.zonealarm.com/bin/free/support/download/clean.exe

*ESET does not take responsibility for any damages or loss of data caused by or during the uninstallation of any antivirus software.

Share

How do I Download and Install ESET Smart Security? (5.x)

To download and install ESET Smart Security 5.x, follow the steps below.

Important!

It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. For further assistance, please see our list of uninstallers (removal tools) for common antivirus software.

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Download the ESET Live Installer from Our Website

  1. ESET Live Installer will automatically detect your operating system and architecture and will install the latest version of your ESET security product. To download, click the link below:
    Download ESET Live Installer
  2. Click Save when prompted and save the file to your Desktop.
  3. Once the download has completed, you may be prompted to click Run and begin the installation process. If the installer does not run automatically, navigate to your Desktop or wherever you saved the download file and double-click it to open. When you are ready, continue to the next section for installation instructions.

Install ESET Smart Security 5

Follow the steps below to install your product:

    1. When the Install ESET Smart Security 5 welcome screen opens, make sure that the correct language is selected and click Install to begin.Figure 1-1
    2. In the End-User License Agreement window, click I Accept to continue.Figure 1-2

  1. In the next window, select the check boxes next to Yes, I want to participate (recommended) and Enable detection (recommended) and click Next to continue.Figure 1-3
  2. Once the installation is complete, click Finish to exit installation wizard.Figure 1-4
  3. In the New network connection detected window, select Allow sharing (recommended).
  4. Figure 1-5
  5. If you are installing an ESET security product on your system for the first time, the Product Activation window will open automatically.
  6. Select Activate using username and password and click Next to continue.
    Figure 1-6
  7. In the Activate using a username and password window, fill out all of the required fields.  We also recommend that you tick the box ‘Show password’. When you are finished, click Activate to finish.
  8. Figure 1-7

 

Installing and activating ESET Smart Security 5 from a CD:


  1. Insert the CD included with your boxed retail product into your computer. ( If the installation does not begin automatically, click  Start Computer and double-click the ESET disc icon  .)
  1. Click Install on the Launch Screen.Figure 2-1
  2. The ESET Smart Security window will open. Click Next to continue.Figure 2-2
  1. Select I accept the terms in the License Agreement and click Next.Figure 2-3
  1. In the Installation Mode window, select Typical (recommended best settings) and click Next.

    Important!

    If you are installing ESET Smart Security 5 over a previous version you will see the window below (see Figure 2-4). Make sure the check box next to Use current settings (recommended) is selected and click Next to continue.

    Figure 2-4

    Figure 2-5

  1. In the ESET Live Grid window, select I agree to participate in ESET Live Grid (recommended) and click Next.Figure 2-6
  2. In the Detection of potentially unwanted applications window, select Enable detection of potentially unwanted applications and click Next.Figure 2-7
  3. In the Ready to Install window, click Install to continue.Figure 2-8
  4. In the Completing the ESET Smart Security or ESET NOD32 Antivirus Setup Wizard window, click Finish.Figure 2-9
  5. When the New network connection detected window appears, click Allow sharing.Figure 2-10
  6. In the Product Activation Type window, select Activate using an Activation Key (recommended) and click Next to continue.Figure 2-11
  7. In the Activate using an Activation Key window, fill out all of the required fields. When you are finished, click Next to continue.Figure 2-12
  8. If you entered your Activation key correctly ESET Smart Security will automatically download the latest virus signature database. Installation is complete.

NOTE:

If you received an error message after entering your Activation key, see the following Knowledgebase article for assistance:

Share

How do I safely upgrade from Windows Vista to Windows 7 with ESET Smart Security or ESET NOD32 Antivirus installed?

To safely upgrade to Windows 7, please follow the steps below to download the latest ESET product installer, uninstall your current ESET security product, upgrade your Microsoft operating system from Windows Vista to Windows 7 and then reinstall your ESET security product.

NOTE:

ESET NOD32 Antivirus users can upgrade to Windows 7 without uninstalling their software. We recommend temporarily disabling your antivirus software before you begin the upgrade process. If you have ESET Smart Security, you are required to follow the steps below to continue with the upgrade process.

  1. Download the latest version of ESET Smart Security before you uninstall your current version so you will not have to browse the Internet without Personal firewall protection. Save the installer to your Desktop:

    ESET Smart Security 5

    Important!

    Do not attempt to run the installer yet. If you are prompted to click Run, instead choose Cancel. You’ll need to do the installation after your upgrade to Windows 7 is complete.

  2. When your installer file finishes downloading, uninstall ESET Smart Security by clicking Start All Programs ESET Uninstall. After you uninstall, you will need to restart your computer.
  3. After restarting, confirm that you can see hidden files and folders by  clicking Start Control Panel Appearance and Personalizations Show hidden files and folders under Folder Options and select the Show hidden files and folders option.
  4. Click Start My Computer. Navigate to and delete the following folders:

    C:\Program Files\ESET
    C:\Program Data\ESET

    If the above folders are not found, proceed to step 5.

  5. Upgrade your operating system from Windows Vista to Windows 7 by following the instructions provided by Microsoft:
  6. After you have successfully upgraded from Windows Vista to Windows 7 and have restarted your computer, navigate to your saved installer on the Desktop and double-click it to open.
  7. Refer to the following ESET Knowledgebase article for step-by-step instructions on installing ESET Smart Security:

For more information on Microsoft Windows 7, please see the following Microsoft’s support page: 

Share

I can’t find my username and password

If you forgot your username, password, expiration date of your license, or other license information, visit our lost license page. Your license information will be emailed to you. Please check your spam folder if you do not see it in your Inbox.

In the event that you do not know your registration email address, please use our Customer Care Support Form to submit a new case.

Share

My username or password is not working

If you did not receive an email from Computer Security Solutions or from ESET with your Username and Password, follow the instructions for your scenario:

If you purchased your ESET security product from us or another vendor then you must complete an activation form to receive your Username or Password.

If you purchased your ESET security product directly from ESET or already completed the activation form then visit our Lost License page to have your Username and password emailed to you again.
If you already received an email with your Username/Password and it is not working, please follow these guidelines:

  • Make sure you use the Username/Password generated for you and sent to the email address you provided. For Example:
    • Username: EAV-12345678
    • Password: abcde12345
  • We recommend copying and pasting your Username and Password when possible. If you are copying and pasting, make sure you do not select an extra blank space.
  • When typing your Username and Password, it is important to type them EXACTLY as they are written:
    • The username and password are case sensitive and the hyphen in the username is necessary
    • The password is ten characters long and all lowercase
    • We do not use the letter L in passwords (use the number one (1) instead)
    • A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o
  • If your Username or Password still does not work, it is due to one of the following reasons:
    • You are using the wrong Username or Password or your Username and Password are expired. Please visit the Lost License page to have your Username and Password emailed to you again. Click here for instructions to renew your license.
    • If you recently renewed your license, you may also need to wait 12 to 24 hours before downloading new ESET security product versions or upgrading from ESET NOD32 Antivirus to ESET Smart Security.
    • You are attempting to download the wrong product for your license. For example, if you purchased a license for ESET NOD32 Antivirus then you cannot download ESET Smart Security. Also, make sure you are downloading the right ESET security product build for your computer.
Share

I never received the license email containing my username and password

After purchasing your ESET security product online or by phone, you should have received an email message containing your receipt information, as well as a second email message containing your username and password.

NOTE:

You cannot renew a trial version of ESET security products. You sill need to purchase a NEW license after you have finished your trial. Remember to look for the discount code we send you by email to use at check out. You will save #3.00 on your purchase!

 

If you do not see either email message in your inbox within 24 hours after purchase, please try the following:

  • Check your spam or junk email folder.
  • Mark @betterantivirus.com and @compsecglobal.com as a safe addresses in your email client (or server).
  • Visit the Lost License page to have your username and password resent.

If you still do not receive either message, your email address may have been mistyped during the purchase process. In this case, please complete a Customer Care support request.

Share

How do I enter my Username and Password into the system? (5.x)

ESET Smart Security and ESET NOD32 Antivirus check every hour for new updates, and are updated at least once a day with new virus definitions and occasional program component upgrades. These updates will fail if your username or password is invalid or entered incorrectly. You can verify that your username and password information is entered correctly by following the steps below.

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

  1. Open the main program window by double-clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
  2. In the main program window, press Ctrl + U on your keyboard to open the username and password setup window.

    Figure 1-1

  3. Verify that your username and password are entered correctly and click .

    The following are EXAMPLES only:
    Username: EAV-12345678

    Password: abcde12345

    Figure 1-2

  4. In the main program window, click Update Update virus signature database (make sure you are connected to the Internet).

    Figure 1-3
    Click the image to view larger in new window

  5. If the update does not fail, your username and password have been entered correctly. If the update fails. or you see a pop-up notification that reads “Update information is not consistent” (see Figure 1-4), repeat steps 2-4.

    Figure 1-4

 

Important!

Please remember to enter your username and password exactly as they are written.
-The username and password are case sensitive and the hyphen in the username is necessary
-The password is ten characters long and all lowercase
-If you are copying and pasting, make sure you don’t select an extra blank space
-We do not use the letter L in passwords (use the number one (1) instead)
-A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

If you forgot or lost your username and password, visit our lost license page.

 
Maintaining current virus definitions and program updates is the most important aspect of any security software. Always check to make sure your antivirus solution is up-to-date to ensure continued protection.

If you are still unable to update, please visit the Lost License page to verify that the username and password you are trying to use are valid.

Share

How do I renew my license?

To verify that you are eligible for renewal pricing for your ESET security product, use the following checklist:

  • You can renew your ESET security product license up to 90 days before your license expires, or up to 60 days after your license expires.
  • If it has been more than 60 days since your license expired, you are not eligible for renewal pricing, but you can purchase a new license through the ESET online store. If you need help checking your expiration date, click here.
  • The email address you use to validate your renewal license must match the email address you used in the original order or activation. If you do not know what email address you used in the original order or activation, contact Customer Care.
  • You can only renew licenses online for Home versions of ESET security products (from single licenses up to four-user packs). To renew more than four licenses, Business licenses or licenses for other products, please call 1-866-343-ESET (3738) or contact your reseller.

To renew your license, please contact Computer Security Solutions Sales at  +1 (877) 886-6332 (option 1), or visit our http://www.betterantivirus.com/buy_now/nod32_and_smart_security_renewal.php

Share

How do I know ESET Smart Security/ESET NOD32 Antivirus is updating correctly?

Issue

  • Verify that the latest virus signature updates have been received

Solution

Click here for version 4.x and 3.x.

Version 5

  1. Open the main program window by double-clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
  2. Click Update.
  3. If you see Virus signature database is up to date then no update is necessary. You can also verify a successful update by checking the Last successful update date and time (see Figure 1-1), or by comparing the latest virus signature database version (below) to your own:

    The current Version of virus signature database is: 6790

    Figure 1-1

  4. If the messages in step 3 are not displayed, click Update virus signature database.
  5. If the virus signature database updates successfully you are finished. If you receive an error regarding inconsistent update information, click Cancel and then click Product activation.

    Figure 1-2

  6. In the Product Activation window, select Activate using a Username and Password and click Next.
  7. Verify that your Username and Password are entered correctly and click Activate.

    The following are EXAMPLES only:

    Username: EAV-12345678

    Password: abcde12345

    Important!

    Please remember to enter your username and password exactly as they are written.
    -The username and password are case sensitive and the hyphen in the username is necessary
    -The password is ten characters long and all lowercase
    -If you are copying and pasting, make sure you don’t select an extra blank space
    -We do not use the letter L in passwords (use the number one (1) instead)
    -A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

    If you forgot or lost your username and password, visit our lost license page.

Version 4.x and 3.x

    1. Open the main program window by clicking the ESET icon next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
    2. Click Update from the main menu on the left (see Figure 1-3).
    3. The Update status should read: Update is not necessary… or Virus signature database is up to date depending on your version.

      You can also verify a successful update by checking the Last successful update date and time in the middle of the window or by comparing the latest virus signature database version below to yours.

      The current Version of virus signature database is: 6790

      Figure 1-3

    4. If the messages in step 3 are not displayed, click Update virus signature database (see Figure 1-3).
    5. If the virus signature database successfully updates, you are finished. If you receive an error regarding an incorrect username and password, click Cancel and then click Username and Password setup. The License Details window will appear.

      Verify that your username and password are entered correctly. The following are EXAMPLES only:

      Username: EAV-12345678

      Password: abcde12345

      Important!

      Please remember to enter your username and password exactly as they are written.
      -The username and password are case sensitive and the hyphen in the username is necessary
      -The password is ten characters long and all lowercase
      -If you are copying and pasting, make sure you don’t select an extra blank space
      -We do not use the letter L in passwords (use the number one (1) instead)
      -A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

      If you forgot or lost your username and password, visit our lost license page.

  1. Click OK and try to update again by clicking Update virus signature database.

 

Share

Error downloading update file (4.x)

If you receive the message “error downloading update file” while updating the virus signature database, it may be due to one or more of the following reasons:

  • Interruption or loss of Internet connection
  • Data corruption on local drive
  • Damaged ESET installation
  • Corrupted update server files (Mirror server environment)
  • Incompatible update files (using beta ESET product to download from live update server)

To resolve this error, perform the following steps:

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Solution 1: Clear update cache

  1. Verify that your Internet connection is active by visiting ESET’s home page.
  2. Clear update cache by performing the following steps:
    1. Open the main program window by clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
    2. Press F5 to open the Advanced Setup window.
    3. Disable Self-defense. Deselect the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK.

      Figure 1-1

    4. From the Advanced Setup tree, click Update. Then, clear the update cache by clicking Clear….

      Figure 1-2

    5. Click OK and restart your computer.
    6. Open the main program window and click Update Update virus signature database.

      Figure 1-3

    7. If you still receive the “Error downloading update file” message, continue to Solution 2. If not, you are finished and can re-enable Self-defense. Press F5 to open the Advanced Setup window and then select the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK. Click OK to exit the Advanced Setup window. Restart your computer.

Solution 2: Delete update files

  1. Confirm that you can see hidden files and folders.

    Windows XP: Click Start Control Panel Folder Options View tab and select the Show hidden files and folders option.

    Windows Vista: Click Start Control Panel Appearance and Personalizations Show hidden files and folders under Folder Options and select the Show hidden files and folders option.

    WIndows 7: Click Start Control Panel Folder Options View tab select  Show hidden files, folders, and drives.

  2. You will need to delete the contents of the Updfiles folder and the Charon folder.

    ESET Smart Security:

    Windows XP users:
    Click Start My Computer and navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET Smart Security\Updfiles and delete the contents. Then, navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET Smart Security\Charon and delete the contents.

    Windows Vista and Windows 7 users: Click Start Computer and navigate to C:\ProgramData\ESET\ESET Smart Security\Updfiles and delete the contents. Then, navigate to C:\ProgramData\ESET\ESET Smart Security\Charon and delete the contents.

    ESET NOD32 Antivirus:

    Windows XP users: Click Start My Computer and navigate to C:\Documents and Settings\All Users\Applications Data\ESETESET NOD32 Antivirus\Updfiles and delete the contents. Then, navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET NOD32 Antivirus\Charon and delete the contents.

    Windows Vista and Windows 7 users: Click Start Computer and navigate to C:\ProgramData\ESET\ESET NOD32 Antivirus\Updfiles and delete the contents. Then, navigate to C:\ProgramData\ESET\ESET NOD32 Antivirus\Charon and delete the contents.

  3. Navigate to C:\Program Files\ESET\ESET NOD32 Antivirus or C:\Program Files\ESET\ESET Smart Security and delete all em0**_32.dat files.

    Fig 1-4

  4. Restart your computer.
  5. Open the main program window by clicking the ESET icon next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
  6. Click Update from the main menu and click Update virus signature database (see Figure 1-2). If you still receive the “error downloading update file” message, continue to step 9. If not, you are finished and can re-enable Self-defense. Press F5 to open the Advanced Setup window and then select the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK. Click OK to exit the Advanced Setup window. Restart your computer.
  7. If the steps above do not resolve the “error downloading update file” message, please Uninstall and reinstall your ESET security product.
Share

Troubleshooting for “Virus signature database update failed” message (5.x)

If you are receiving “Virus signature database update failed” messages, first try re-entering your username and password. Instructions are available here. If the error message still appears, follow the check-list below:

  1. Verify that your license has not expired

    NOTE:

    We recommend checking the update status of your ESET security product after each step. To do this, open the main program window by clicking the ESET icon  next to the system clock or by double-clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus and click Update Update virus signature database. If the update works, you do not need to proceed with further steps. If the update fails, proceed to the next step to resolve the issue.

     

  2. A previous update may have been corrupted which can cause new updates to not download, clear the update cache then delete the contents of the Updfiles folder and the Charon folder.
  3. If you had a previous antivirus installed on your computer (such as AVG, Kaspersky, McAfee, Norton, or others), please ensure that they are fully removed and that there are no remnants interfering with your updates. To ensure that a previous antivirus is removed refer to our common antivirus software removal tools article.
  4. If you are using a third party firewall (such as Norton Personal Firewall, ZoneAlarm, Outpost, Kerio, or others), please ensure that these are allowing your ESET security product to connect to the Internet to receive updates. If you are using the built-in ESET Smart Security firewall, disregard this step.
  5. Configure your Proxy settings. From the main program window, press F5 on your keyboard to access the Advanced setup window. From the Advanced Setup tree, expand Update and then click Update Advanced Update Setup… button.

    Figure 1-1

  6. 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. From the main program window, press F5 to display the Advanced Setup window. From the Advanced Setup tree, click Update. Make sure the Update Server drop-down menu is set to Choose Automatically.
  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 elsewhere is preventing communication with ESET’s servers, or your Internet connection is not active. Open your browser and check your connectivity. If you are able to browse websites, there is either 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.
     

    NOTE:

    If the ESET update servers are experiencing a downtime or high traffic, please give your computer some time to establish a connection with the update server.

     

  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. Please contact ESET Customer Care to have your update issue looked at.
Share

What is the difference between a Virus Signature Database update and a Program Component Update (PCU)?

Virus Signature Database and module updates:
Your ESET security product downloads Virus Signature Database updates daily. These updates ensure that you are protected against the latest known threats that could potentially harm your machine. The updates consist of the latest released malware signatures which are added to your product’s database. The update is an incremental update, meaning it is only necessary to download the new virus signatures, as opposed to the entire database. Also released with virus signature database updates is an occasional module update. A module update is the latest version of a part of your ESET security product’s architecture.

Program Component Update (PCU):
Separate from a virus signature database update and module update is a Program Component Update (PCU). A PCU is the latest complete version of the ESET security product. These are rarely pushed to customers like a virus signature database update or module update but can be found at the ESET Download page. Refer to the following Knowledgebase article if you receive a notification informing you of an automatic PCU:

If you would like a more in-depth explanation of the above updates, please continue reading below.

Figure 1-1

Detailed Explanation:
Your ESET security product is designed to function as an extensible framework. There is a base product, the engine, which consists of the kernel service and some other components such as filter drivers. The user interface and the online help files are also components of the base product.

The engine, which is part of the base product, makes extensive use of modules. An ESET security product module is a kind of library which performs or provides various functions such as an antivirus/spyware, de-archiving (parsing of compression formats), advanced heuristics/emulation, self-defense, firewall and antispam.

The engine and modules make use of signature updates, which allow them to prevent, detect and remove malware. Although they are commonly referred to as “Virus Signature Database updates” the actual amount of “classic” parasitic file infecting viruses is small when compared to the agents, bots, password stealers, Trojans, worms and other forms of malware that appear on a daily basis. It is better to think of this as a malware signature database. Exploits and threats are detected as well by the program, which are used to introduce malicious code into a system but do not contain the malware themselves (i.e., web-based attacks, etc.).

When an ESET program downloads a Virus Signature Database update, it is typically downloading a new list of signatures for the aforementioned threats. However, since ESET uses a modular architecture, updates to the modules (libraries) can also be distributed at the same time. Either can be provided via conventional means, however, it would be unusual to perform a module update by itself as they are typically distributed in-line (“piggy-backed”) with signature database updates.

Virus signature update information is displayed in the primary window of the graphical user interface. It can also be viewed by mousing over the ESET icon in the Windows notification area by the system clock. In addition to those in-program mechanisms, virus signature updates are announced on an RSS feed. It can be viewed or subscribed to by visiting ESET’s ThreatSense® Updates page.

Signature and module updates, though, do not update the parts of the program which make up the framework, such as the engine, user interface and online help. In order to update those components, a PCU must occur. When a PCU occurs, the program downloads a complete copy of the latest version and runs it to perform an upgrade.

Share

How do I know if my computer is infected with a virus or other malware?

See below for examples of abnormal computer behavior to determine whether your computer is infected by a virus or malware.

NOTE:

These examples are common symptoms of malware, but your computer may exhibit many of these symptoms for legitimate reasons unrelated to malware such as software or hardware incompatibilities or system instability. Click here If you are unsure whether you are infected with malware or you experience any of the symptoms below.

Symptoms of malware affecting currently installed ESET security software:

  • Your ESET security product is disabled for no reason and cannot be restarted
  • A threat is discovered or the red ESET Threat Detected window keeps appearing
  • You receive frequent alerts from your ESET firewall about an unknown program
  • You receive pop-up alerts from rogue antivirus programs claiming that you are infected with multiple viruses

Symptoms of computer malware that affect the Internet:

  • You may receive the error “Internet Explorer could not display the page” when attempting to access certain websites
  • Your web browser (e.g., Microsoft Internet Explorer, Mozilla Firefox, Google Chrome) freezes, hangs or is unresponsive
  • Your web browser’s default homepage is changed
  • Access to www.eset.com is blocked
  • You get redirected to web pages other than the one you intended to go to
  • You receive numerous web-browser popup messages
  • Strange or unexpected toolbars appear at the top of your web browser

Malware symptoms that affect system performance:

  • Your computer runs slower than usual
  • Your computer freezes, hangs or is unresponsive
  • There are new icons on your desktop that you do not recognize
  • Your computer restarts by itself (but not a restart caused by Windows Updates)
  • You see unusual error messages (e.g., messages saying there are missing or corrupt files folders)
  • You are unable to access the Control Panel, Task Manager, Registry Editor or Command Prompt.

Symptoms of malware in email:

  • You receive messages in your mailbox without a sender address or subject
  • People receive spam email from your email address with a third-party email program installed (e.g., Microsoft Outlook, Outlook Express/Windows Mail, Windows Live Mail and Mozilla Thunderbird)
    • For more information about spam, visit the following ESET Knowledgebase article: How to recognize spam

Click here if you experience any of these symptoms and believe that your computer is infected with malware.

Share

My computer has a virus – what should I do?

If you suspect that your computer is infected with a virus or malware (slow or abnormal behavior), follow the instructions below. If you are unable to connect to the Internet, begin with the steps in the following ESET Knowledgebase article: No internet connection due to malware.

It is important that you complete all of the steps listed below, even if the issue seems to be resolved before step #4.

NOTE:

Although generally safe, any cleaning operations carry some risk for data loss. Before proceeding, we recommend backing up any important or valuable files on your computer.

  1. Run System Restore.
    System Restore saves ‘snapshots’ of your system files and settings. If your computer is not functioning correctly, you can use these restore points to return your computer to a previous state without affecting personal files. For instructions on using System Restore, click one of the links below for your Operating System. We recommend starting your computer in Safe Mode before using System Restore to avoid possible malware restrictions on your system.

    Windows XP: http://support.microsoft.com/kb/306084
    Windows Vista & Windows 7: http://windows.microsoft.com/en-US/windows7/Restore-system-files-and-settings

  2. Update your operating system.
    It is important to regularly download the latest security updates for your Operating System as soon as they are released. To learn about automatic updates from Microsoft Windows, click here: http://www.microsoft.com/protect/computer/basics/updates.mspx. To directly download the latest updates, click here: http://windowsupdate.microsoft.com.
  3. Update/Upgrade your ESET security product.
    If your ESET security product is NOT version 5.x or newer, click here to upgrade to the latest version. If you are already using version 5.x or newer, click here to ensure you have the latest virus signature database.
  4. Run a Computer scan.
    Click the following link for illustrated instructions on running a Computer scan: How do I run a Computer scan? (5.x)

If your computer is still exhibiting the suspicious behavior, please click here to complete a Customer Care support request. In the Description field, please include that you completed the steps in SOLN2505.

Share

How do I submit a virus, website or potential false positive sample to ESET’s lab?

We are very interested in receiving malware and virus samples in order to better protect our customers. To submit a suspicious file or website to ESET for analysis, please follow these steps:

  1. Compress the file(s) into a .zip or .rar archive, and password protect it with the password “infected”.
  2. Make a note of this password in the email (including the quotation marks), attach the zipped file, and email it to samples@eset.com.
  3. Use a subject line which clearly states if the attached file contains a suspected infection or a false positive (ie. use the subject Suspected infection or the subject False positive if you report a false positive). Also, please include the Customer Care case number if applicable.If you are reporting a blocked web page that may contain potentially dangerous content, include Domain whitelist followed by the blocked domain in the subject line. Notice: do not include the complete url in the subject (ie. www.blockeddomain.com/pages/index.htm) but only the domain itself (ie. www.blockeddomain.com).
  4. In the body of the email it is very important to include:
    • Any background information as to where the sample was found, especially the url you downloaded the sample from.
    • If you are submitting a website, include the url(s) you found suspicious.
    • Why you think it is malware or a false positive report.
    • If you know that another antivirus company already detects it.
    • If you are reporting a potential false positive, please provide as much information as possible about the source of the software, including the name of the developer, the name and version application and the address of the site from which the file was downloaded.
    • If you are reporting a blocked website, please provide the complete url that is blocked. Enclosing a screen shot of the notification about the blockage is recommended.

Taking the above steps will greatly assist our labs in the process of identifying and processing samples. If the issue is not resolved within two days and the matter is urgent, please send a follow-up email message with the following information:

  • Subject line of email that was sent to samples@eset.com.
  • Date and time of email
  • Email address you sent it FROM and email address you sent it TO.
Share

No internet connection due to malware

If you cannot access the internet or receive the message “Internet Explorer could not display the page”, it may be caused by malware that has changed your web browser’s connection settings. Follow the steps below to restore your internet connection:

  1. Open Internet Explorer and click Tools Internet options.
  2. Select the Connections tab.
  3. Click the LAN Settings button and deselect the Proxy server check box.
  4. Click OK and then OK again to close the window.

If your internet connection is restored, click here for instructions to clean your computer of infections.

If your computer still won’t connect to the internet, please click here to complete a Customer Care support request.

Related: 

My ESET security product detected a virus but cannot clean or delete it

Share

Stand-alone malware removal tools

 

ESET security products automatically identify and clean the majority of infected files. Click the following ESET Knowledgebase article if you think your computer is infected with a virus or malware: I think my computer has a virus – what should I do?

If you still experience abnormal system behavior or believe you are infected with malware after following the instructions in the Knowledgebase article above, we recommend that you contact ESET Customer Care.
ESET does provide tools to remove particularly resilient threats, including rogue antivirus programs and malware. You can download the relevant malware removal tools below:
Threat Name
Threat Cleaner
Download Link
Threat Description
(Virus Database)
Related Knowledgebase Content
Win32/Conficker DOWNLOAD Win32/Conficker.A
Win32/Conficker.AA
Win32/Conficker.AQ
Win32/Conficker.AE
Win32/Conficker.AR
Win32/Conficker.X
Conficker – How do I protect myself?
Win32/Mebroot DOWNLOAD
Last Updated:
Sep 28, 2010
Win32/Mebroot N/A
Win32/Daonol DOWNLOAD
Last Updated:
Dec 29, 2009
Win32/Daonol.C Fixing multiple problems caused by Win32/Daonol.C infiltration
Win32/IRCBot *Requires manual command line parameter; see Related Knowledgebase Content Win32/IRCBot.ANR
How to use the ESET Win32/IRCBot stand-alone cleaner from the Command Prompt window
Win32/Sirefef DOWNLOAD
Last Updated:
Oct 5, 2011
Win32/Sirefef How do I remove Zero.Access rootkit?
Win32/Olmarik DOWNLOAD
Last Updated:
Aug 19, 2010
 N/A Win32/Olmarik removal video

 

Important! After successful use of the cleaning tool restart your computer and run a full computer scan as described in the following instructions:

ESET products version 5.x
ESET products version 4.x

Win32/OlmarikTdl4 DOWNLOAD
Last Updated:
Jan 3, 2012
 N/A Win32/Olmarik removal video

 

Important! After successful use of the cleaning tool restart your computer and run a full computer scan as described in the following instructions:

ESET products version 5.x
ESET products version 4.x

Win32/Rovnix.A DOWNLOAD
Last Updated:
Dec 15, 2011
Win32/Rovnix.A  N/A
RogueAV Cleaner DOWNLOAD Cleaner for various Rogue Antispyware programs (for a complete list please see below)  N/A
Win32/Zimuse DOWNLOAD Win32/Zimuse.A
Win32/Zimuse.B
 N/A
Win32/Bubnix DOWNLOAD N/A  N/A
Win32/Merond.O *Requires manual command line execution

Last Updated:
Oct 12, 2010

N/A How to use the ESET Merond.O stand-alone cleaner from the Command Prompt
Win32/Filecoder.r DOWNLOAD N/A N/A
Win32/SpyEye DOWNLOAD N/A N/A
Win32/Necurs.A DOWNLOAD N/A N/A

NOTE:

As new threats evolve, information and links will be added to this article.

RogueAV - malware list:

  • Win32/Adware.AdvancedCleaner
  • Win32/Adware.AntiMalwareGuard
  • Win32/Adware.Antispy2008
  • Win32/Adware.AntiSpyware2008
  • Win32/Adware.AntiSpywareProtector
  • Win32/Adware.Antivirus1
  • Win32/Adware.Antivirus2008
  • Win32/Adware.AntiVirusAgentPro
  • Win32/Adware.AntiVirusPro
  • Win32/Adware.BPSSpywareRemover
  • Win32/Adware.BugDoctor
  • Win32/Adware.DoctorAntivirus
  • Win32/Adware.ExpressAntivirus
  • Win32/Adware.FileFixProfessional2009
  • Win32/Adware.IntelinetSmartSecurity
  • Win32/Adware.InternetAntivirus
  • Win32/Adware.MalwareDefender2009
  • Win32/Adware.MSAntispyware2009
  • Win32/Adware.MSAntivirus
  • Win32/Adware.Netcom3Cleaner
  • Win32/Adware.PerfectDefender.F
  • Win32/Adware.PerfectDefender2009
  • Win32/Adware.PowerAntivirus.E
  • Win32/Adware.PrivacyComponents
  • Win32/Adware.PrivacyGuard
  • Win32/Adware.RegistrySmart
  • Win32/Adware.SaferScan
  • Win32/Adware.SecureExpertCleaner
  • Win32/Adware.SpamNuker
  • Win32/Adware.SpyKillerPro
  • Win32/Adware.SpyProtector.A
  • Win32/Adware.SpywareCease
  • Win32/Adware.SpywareExpert
  • Win32/Adware.SpywareFighter
  • Win32/Adware.SpywareGuard
  • Win32/Adware.SpywareIsolator
  • Win32/Adware.SpywareProtect2009
  • Win32/Adware.SpywareRemover
  • Win32/Adware.SysAntivirus
  • Win32/Adware.SystemSecurity
  • Win32/Adware.ThreatNuker
  • Win32/Adware.TotalDefender
  • Win32/Adware.TotalVirusProtection
  • Win32/Adware.TZSpywareRemover
  • Win32/Adware.VirusAlarmPro
  • Win32/Adware.VirusDoctor
  • Win32/Adware.VirusIsolator
  • Win32/Adware.VirusMelt
  • Win32/Adware.VirusRemover
  • Win32/Adware.VirusRemover2008
  • Win32/Adware.VirusTrigger
  • Win32/Adware.WinAntiVirus
  • Win32/Adware.WinFixer.AB

Please click the image below for a quick video tutorial for the Win32/Olmarik removal tool:

Back to top

 

Share

Fake/Rogue E-Set Antivirus 2011 malware

ESET has received reports of a fake/rogue security software program disguised with a false ESET Antivirus image with the name “E-Set Antivirus 2011″. ESET usually detects this rogue as variants of Win32/Kryptik or Win32/RogueAV.

There are several variants of this malware, but the most recent sample displays the following window:

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

For legitimate installations of ESET, the name ESET NOD32 Antivirus is displayed at the top left of the main program window, as shown below:

Figure 1-2

If you suspect that your computer is infected with this rogue “E-Set Antivirus 2011″ malware (popups, slow or abnormal behavior), visit this ESET Knowledgebase article: I think my computer has a virus – what should I do?

If you are not a customer and you currently do not have security software, visit our Free Antivirus Utilities page to run the ESET Online Scanner and to use our Spyware Removal and Antivirus Tools.
 

Share

Uninstallers (removal tools) for common antivirus software

Running two antivirus products on the same computer can degrade performance and cause system instability. It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. Typical uninstallation* using the Windows removal tool (Add/Remove Programs) is often insufficient.

  1. Click the link associated with the antivirus software currently installed on your system and follow the prompts or instructions on the website.
  2. After uninstallation is complete, you will need to restart your computer. You may then proceed with installing your ESET security product.
Avast http://files.avast.com/files/eng/aswclear.exe
AVG http://www.avg.com/us-en/utilities
Avira http://www.avira.com/en/support-for-free-knowledgebase-detail/kbid/88
BitDefender http://kb.bitdefender.com/site/article/333/
BullGuard http://www.bullguard.com/support/product-guides/bullguard-internet-security-guides/uninstall.aspx
CA Antivirus
http://homeofficekb.ca.com/CIDocument.asp?KDId=3125&Preview=0&Return=0&GUID=DF325E0AA0AB4264AF47E4BEA49F571B
Comodo Internet Security https://support.comodo.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=298
CounterSpy http://support.sunbeltsoftware.com/Business/2VIPRE_Enterprise/3.1/Console/Uninstall%2f%2fReinstall
Cyber Defender Early Detection Center http://cyberdefender.custhelp.com/app/answers/detail/a_id/207
Dr. Web https://support.drweb.com/support_wizard/?lng=en  (Only registered Dr. Web users can access support content)
eScan http://www.microworldsystems.com/download/tools/esremove.exe
ESET
http://kb.eset.com/esetkb/index?page=content&id=SOLN2788
FRISK F-PROT Antivirus for Windows http://www.f-prot.com/support/windows/fpwin_faq/25.html
F-Secure http://www.f-secure.com/en/web/home_global/support/article/kba/2109/k/uninstall+f+secure/p/1
G Data https://www.gdatasoftware.co.uk/?eID=PushFile&dl=f4b2f2fd23%3AAFEIBgU%3D
Kaspersky http://support.kasperskyamericas.com/knowledge-base-article/1464
Kingsoft http://www.kingsoftsupport.com/forum/viewtopic.php?f=30&t=59&sid=9e4c506ea22db37a60ab1b7364544d6a
K7 Total Security http://www.k7computing.com/en/tools/K7RT.exe
LavaSoft http://www.lavasoftsupport.com/index.php?showtopic=28
McAfee http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe
Norman Virus Control/Norman Security Suite http://www.norman.com/support/support_issue_archive/67798/en
Norton (Symantec ) ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe
Panda http://www.pandasecurity.com/resources/sop/UNINSTALLER_08.exe
Pareto Logic http://techsupport.paretologic.com/plsupport/consumer/kbdetail.asp?kbid=555
Sophos http://www.sophos.com/support/knowledgebase/article/11019.html
Trend Micro http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx
Trend Micro Titanium http://esupport.trendmicro.com/solution/en-us/1056455.aspx
Vipre (Sunbelt Software) http://www.sunbeltsoftware.com/support/VPE/AgentRemoval3.1.exe
Webroot http://support.webroot.com/cgi-bin/webroot.cfg/php/enduser/std_adp.php?p_faqid=1761
Windows Live OneCare http://download.microsoft.com/download/4/c/b/4cb845e7-1076-437b-852a-7842a8ab13c8/OneCareCleanUp.exe
Windows Security Essentials http://support.microsoft.com/kb/2435760
Zone Alarm http://download.zonealarm.com/bin/free/support/download/clean.exe

*ESET does not take responsibility for any damages or loss of data caused by or during the uninstallation of any antivirus software.

NOTE:

If you need further assistance, visit the ESET Knowledgebase to access our Product Documentation and Training Tutorials, or use the Customer Care Support Form to submit a new case.

 

Share

How do I uninstall or reinstall ESET Smart Security/ESET NOD32 Antivirus? (5.x)

How do I uninstall or reinstall ESET Smart Security/ESET NOD32 Antivirus? (5.x)

KB Solution ID: SOLN2788|Last Revised: December 19, 2011

Due to newer program releases or corrupted installations, reinstalling your ESET security product is sometimes necessary. To uninstall and reinstall your ESET NOD32 Antivirus 5 or ESET Smart Security 5, follow the steps below:

  1. Download
  2. Uninstall your existing ESET security product
  3. Reinstall

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Download

    1. Click your product below to download:
      ESET NOD32 Antivirus 5    ESET Smart Security 5

Important!

RENEWALS: If you renewed after your license expired, it may be 12-24 hours before you can use your username and password to download the latest version.

  1. When prompted, click Save and save the file to your Desktop.

 

Uninstall your existing ESET security product

  1. Click Start All Programs ESET Uninstall.
  2. After completing the uninstallation, you will need to restart your computer.
  3. After restarting, confirm that you can see hidden files and folders by clicking Start Control Panel Folder Options View and select the Show hidden files and folders option.
  4. Click Start My Computer and navigate to and delete the following folders:

    C:\Program Files\ESET
    C:\Documents and Settings\All Users\Application Data\ESET
    C:\Documents and Settings\%USER%\Application Data\ESET

    Windows Vista and Windows 7 Users must delete the following folders:

    C:\Program Files\ESET
    C:\ProgramData\ESET

NOTE:

The uninstaller may remove the above folders automatically. If you are unable to find the folders after selecting Show hidden files and folders, the removal is complete.

Reinstall

    1. Navigate to your Desktop or wherever you saved the installation package file and double-click it to open ESET Live Installer
  1. Follow the instructions install and activate your ESET security product. In most cases, you will need your ESET-issued username and password to activate your product after installation.

NOTE:

See the following Knowledgebase articles more detailed installation instructions:

Share

How do I renew my license?

How do I renew my license?

To verify that you are eligible for renewal pricing for your ESET security product, use the following checklist:

  1. You can renew your ESET security product license up to 90 days before your license expires, or up to 60 days after your license expires.
  2. If it has been more than 60 days since your license expired, you are not eligible for renewal pricing, but you can purchase a new license through our online store. If you need help checking your expiration date, click here.
  3. Find the product that you want to renew. Click on the buy button. That will bring you to the page to put in the username and password of the software that you want to renew. Enter your expiry date of your software.
  4. Enter any other products or services that you would like to purchase and click on checkout at the bottom right on the page.
  5. If you are a returning customer of ours, login to your account with the email address you use when you last ordered your software. Your account with us is your email address and a PERSONAL password for your account with us. (This is NOT the software password issued by the manufacture.)
  6. Your renewal license must match the email address you used in the original order or activation. If you do not know what email address you used in the original order or activation, please call our support line at (877) 88 NOD32 (option 2)
  7. Don’t know your personal password? Click Password forgotten? Click here. We will send you a NEW password for your account to your email address. Be sure to check all email boxes in case it is in your spam filter.
  8. You can only renew licenses online for Home versions of ESET security products (from single licenses up to four-user packs.). To renew more than four licenses, business licenses or licenses for other products, please call (877) 88 NOD32 (option 1.)

 

Share

Activating/Registering ESET Smart Security or ESET NOD32 Antivirus

Important!

If you purchased ESET Cybersecurity for Mac – click here for activation instructions.

Frequently Asked Questions

  1. I have a 3-computer license and receive an error during activation – what do I do?

    If you receive an error message (such as “Activation failed”) during activation, it is likely because you already activated your key when you installed on the first machine. You only need to activate using your activation key during the first installation. After activating you should have received a username and password which should be used to activate all subsequent installations and reinstallations.

    NOTE:

    When installing and activating on your second and third machines, follow the steps below:

    1. Insert your CD into the second machine to begin your second installation.
    2. Follow the on-screen instructions to install your product.
    3. When you reach the Product Activation window, be sure to select Activate using Username and Password and complete the installation using your ESET-issued username and password.
    4. Repeat steps 1-3 for your third installation.

     

  2. How do I activate my ESET security product?

    If you purchased your ESET security product from a third-party vendor, you must activate the software to receive a valid Username and Password. For detailed instructions on activating your ESET security product, visit the following ESET Knowledgebase article: How do I activate and download my ESET security product?
  3. Do I need to activate my ESET security product?

    If you already received a Username and Password from ESET then you do not need to activate, but make sure you enter your Username and Password into your ESET security product. Without a properly entered Username and Password, you will not be able to receive the virus signature updates that are critical for maximum protection.

  4. What password should I use when completing the online form?

    The password for the activation form is made up by you and is unrelated to the ESET Username and Password that will be emailed to you upon successful completion of the activation form.

  5. Why am I getting an error message telling me that the serial number or activation key I entered is incorrect?

    Make sure to enter the serial number/activation key exactly as it appears. Your serial number/activation key is case sensitive and any hyphens are necessary. A big “0″ is the number zero (0), a little “o” is the lowercase letter o.

  6. How do I know if I have successfully completed the activation process?

    Open the main program window by clicking the ESET icon next to the system clock or by double-clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus. Then click Update from the main menu on the left and verify that your ESET security product successfully updates. After activating your ESET security product license, it may take 12 to 24 hours for the new expiration date to be displayed. You can also verify that your product has been activated by checking your license expiration date.

 

Share

Activating ESET Cybersecurity for Mac

When you restart your computer after installing ESET Cybersecurity for Mac, the Product Activation window will appear. If the window does not automatically open, click the ESET icon on the menu bar and select Product Activation to manually open it.

If you are a trial user, click here for the instructions to activate your free 30-day trial.

There are two activation methods:

  1. Select Activate using an Activation Key if you are activating your CD for the first time.
  2. If you have already activated your key, select Activate using a Username and Password and refer to your license email for your Username and Password.

Activate using Activation Key:

If you purchased a boxed retail version of ESET Cybersecurity and you are activating for the first time, select Activate using an Activation Key (recommended) and click Next (see Figure 1-1). The activation key is usually supplied on the inside of your CD case and consists of 12, 13 or 20 characters.

Figure 1-1

  1. Enter your Activation key and the appropriate information into each field.

    Important!

    Enter the Activation key exactly as it is printed.

    • There are 4 hyphens in the key and they are required
    • Make sure you don’t add an extra blank space
    • When entering your phone number, do not include any special symbols such as parentheses ( ) or periods (see Figure 1-2).
    • All of the fields must be filled with the exception of the two “optional” fields.
    • Be sure to enter a valid email address, as your license details will be sent there.

Figure 1-2

  1. After clicking Activate, your username and password will be entered automatically and your product will perform a virus signature database update.
  2. Check for a new version of your product regularly and especially after a recent installation. Click the following link for the ESET Knowledgebase article to check for the latest version of your product: Do I have the latest version of ESET Cybersecurity for Mac?

Activate using a Username and Password:

If you downloaded ESET Cybersecurity from the Internet or have already activated your key, follow the instructions below to enter your license details. If you are activating for the first time, follow the instructions above.

If the Product Activation window does not automatically open, click the ESET icon on the menu bar and select Product Activation to manually open it.

  1. Select Activate using a Username and Password and click Next.

Figure 1-3

  1. Enter your Username and Password into the appropriate fields and click Activate. If you do not remember your license details, visit our Lost License pageto have it resent to your email.

    Important!

    Please remember to enter your username and password exactly as they are written.
    - The username and password are case sensitive and the hyphen in the username is necessary
    - The password is ten characters long and all lowercase
    - If you are copying and pasting, make sure you don’t select an extra blank space
    - We do not use the letter L in passwords (use the number one (1) instead)
    - A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

  1. Check for a new version of your product regularly and especially after a recent installation. Click the following link for the ESET Knowledgebase article to check for the latest version of your product: Do I have the latest version of ESET Cybersecurity for Mac?

Related:

How do I uninstall or reinstall ESET Cybersecurity for Mac?

Where is my username and password located in ESET Cybersecurity for Mac?

Share

Troubleshooting for “Virus signature database update failed” message (5.x)

If you are receiving “Virus signature database update failed” messages, first try re-entering your username and password. Instructions are available here. If the error message still appears, follow the check-list below:

  1. Verify that your license has not expired

    NOTE:

    We recommend checking the update status of your ESET security product after each step. To do this, open the main program window by clicking the ESET icon  next to the system clock or by double-clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus and click Update Update virus signature database. If the update works, you do not need to proceed with further steps. If the update fails, proceed to the next step to resolve the issue.

     

  2. A previous update may have been corrupted which can cause new updates to not download, clear the update cache then delete the contents of the Updfiles folder and the Charon folder.
  3. If you had a previous antivirus installed on your computer (such as AVG, Kaspersky, McAfee, Norton, or others), please ensure that they are fully removed and that there are no remnants interfering with your updates. To ensure that a previous antivirus is removed refer to our common antivirus software removal tools article.
  4. If you are using a third party firewall (such as Norton Personal Firewall, ZoneAlarm, Outpost, Kerio, or others), please ensure that these are allowing your ESET security product to connect to the Internet to receive updates. If you are using the built-in ESET Smart Security firewall, disregard this step.
  5. Configure your Proxy settings. From the main program window, press F5 on your keyboard to access the Advanced setup window. From the Advanced Setup tree, expand Update and then click Update Advanced Update Setup… button.

    Figure 1-1

  6. 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. From the main program window, press F5 to display the Advanced Setup window. From the Advanced Setup tree, click Update. Make sure the Update Server drop-down menu is set to Choose Automatically.
  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 elsewhere is preventing communication with ESET’s servers, or your Internet connection is not active. Open your browser and check your connectivity. If you are able to browse websites, there is either 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.
     

    NOTE:

    If the ESET update servers are experiencing a downtime or high traffic, please give your computer some time to establish a connection with the update server.

     

  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. Please contact ESET Customer Care to have your update issue looked at.
Share

Which email clients are compatible with Windows ESET security products?

ESET Smart Security and ESET NOD32 Antivirus are compatible with the email clients indicated below. Compatibility with ESET security products means that regardless of the protocol used, all email received is scanned for threats and spam.

Additionally, the ESET Smart Security Antispam module (toolbar) currently displays in the same email clients indicated below by the green check marks.

Email client

ESET Smart Security / ESET NOD32 Antivirus v3.0
ESET Smart Security / ESET NOD32 Antivirus v4.0 ESET Smart Security / ESET NOD32 Antivirus v4.2
ESET Smart Security / ESET NOD32 Antivirus v5
Microsoft Outlook
2000 – 2007
 
Microsoft Outlook
2010

v4.2.58 and later
Microsoft Outlook Express
   
Windows Mail
v6.0
 
Windows Live Mail
v12, v14 (2009)
   
Windows Live Mail
v15 (2011)
Mozilla Thunderbird 2.0
 
Mozilla Thunderbird 3.0  
Mozilla Thunderbird 3.1
v4.2.59 and later
Mozilla Thunderbird 5.0
v5.0.91 and later
Mozilla Thunderbird 6.0 and later *

 

NOTE:

  • * ESET Smart Security version 5 will scan POP3/POP3S and IMAP/IMAPS email for the presence of malicious code while using Mozilla Thunderbird 6 and later or other email clients not listed above. Email will not be scanned for spam, however.
  • BETA email clients: In some cases, beta email clients are not supported.

Troubleshooting

If you are using an email client that is supported by ESET Smart Security but you cannot see the Antispam toolbar in your email client, please visit the following ESET Knowledgebase article for instructions on reintegrating the toolbar:

Share

How do I safely upgrade from Windows Vista to Windows 7 with ESET Smart Security or ESET NOD32 Antivirus installed?

To safely upgrade to Windows 7, please follow the steps below to download the latest ESET product installer, uninstall your current ESET security product, upgrade your Microsoft operating system from Windows Vista to Windows 7 and then reinstall your ESET security product.

NOTE:

ESET NOD32 Antivirus users can upgrade to Windows 7 without uninstalling their software. We recommend temporarily disabling your antivirus software before you begin the upgrade process. If you have ESET Smart Security, you are required to follow the steps below to continue with the upgrade process.

  1. Download the latest version of ESET Smart Security before you uninstall your current version so you will not have to browse the Internet without Personal firewall protection. Save the installer to your Desktop:

    ESET Smart Security 5

    Important!

    Do not attempt to run the installer yet. If you are prompted to click Run, instead choose Cancel. You’ll need to do the installation after your upgrade to Windows 7 is complete.

  2. When your installer file finishes downloading, uninstall ESET Smart Security by clicking Start All Programs ESET Uninstall. After you uninstall, you will need to restart your computer.
  3. After restarting, confirm that you can see hidden files and folders by  clicking Start Control Panel Appearance and Personalizations Show hidden files and folders under Folder Options and select the Show hidden files and folders option.
  4. Click Start My Computer. Navigate to and delete the following folders:

    C:\Program Files\ESET
    C:\Program Data\ESET

    If the above folders are not found, proceed to step 5.

  5. Upgrade your operating system from Windows Vista to Windows 7 by following the instructions provided by Microsoft:
  6. After you have successfully upgraded from Windows Vista to Windows 7 and have restarted your computer, navigate to your saved installer on the Desktop and double-click it to open.
  7. Refer to the following ESET Knowledgebase article for step-by-step instructions on installing ESET Smart Security:

For more information on Microsoft Windows 7, please see the following Microsoft’s support page: 

Share

Undocumented Serious Error 0x101a

Issue

  • “Undocumented Serious Error (0x101a)” error message during an update of the virus signature database

Solution

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

  1. Open the main program window by clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
  2. Press F5 to open the Advanced Setup window.
  3. From the Advanced Setup tree, click Update.
  4. Make sure that your Update server is set to Choose automatically and your Username and Password are entered correctly.

    Important!

    Please remember to enter your username and password exactly as they are written.
    -The username and password are case sensitive and the hyphen in the username is necessary
    -The password is ten characters long and all lowercase
    -If you are copying and pasting, make sure you don’t select an extra blank space
    -We do not use the letter L in passwords (use the number one (1) instead)
    -A big ’0′ is the number zero (0), a little ‘o’ is the lowercase letter o

    If you forgot or lost your username and password, visit our lost license page.

    Figure 1-1

  5. Clear the update cache by clicking Clear… and then click OK.
  6. Restart your computer.
  7. After restart, open the main program window by clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus. In the main program window, click Update Update virus signature database.

Your ESET security product should update automatically from now on. If the issue is not resolved, re-installing your ESET security product will be necessary. To uninstall then re-install your ESET security product, please follow the steps below:

NOTE:

If using ESET Smart Security 3.0 or ESET NOD32 Antivirus 3.0, we recommend installing version 4.0 for better protection against this issue recurring.

  1. Uninstall your ESET software by clicking Start All Programs ESET Uninstall. Restart your computer if prompted.
  2. Delete the C:\Program Files\ESET folder. Do not delete the Program Files folder, only delete the ESET folder.
  3. Attempt to re-install your ESET software. If the existence of a third party antivirus product is detected, a warning message with the name of the conflicting antivirus product will be displayed during installation. If this is the case, cancel the install and proceed to step 4. If you are not notified of any conflicting antivirus software on your computer, complete the installation and skip the remaining steps below–you are finished.
  4. Click here for a list of uninstallers for common antivirus software products (Norton, McAfee, etc.) and click on the appropriate link. After the conflicting antivirus product has been uninstalled, restart your computer and proceed to step 5.
  5. Re-install your ESET software and restart your computer.

 

Share

Error downloading update file (4.x)

Error downloading update file (4.x)

KB Solution ID: SOLN2134|Last Revised: July 20, 2011

If you receive the message “error downloading update file” while updating the virus signature database, it may be due to one or more of the following reasons:

  • Interruption or loss of Internet connection
  • Data corruption on local drive
  • Damaged ESET installation
  • Corrupted update server files (Mirror server environment)
  • Incompatible update files (using beta ESET product to download from live update server)

To resolve this error, perform the following steps:

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Solution 1: Clear update cache

  1. Verify that your Internet connection is active by visiting ESET’s home page.
  2. Clear update cache by performing the following steps:
    1. Open the main program window by clicking the ESET icon  next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
    2. Press F5 to open the Advanced Setup window.
    3. Disable Self-defense. Deselect the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK.

      Figure 1-1

    4. From the Advanced Setup tree, click Update. Then, clear the update cache by clicking Clear….

      Figure 1-2

    5. Click OK and restart your computer.
    6. Open the main program window and click Update Update virus signature database.

      Figure 1-3

    7. If you still receive the “Error downloading update file” message, continue to Solution 2. If not, you are finished and can re-enable Self-defense. Press F5 to open the Advanced Setup window and then select the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK. Click OK to exit the Advanced Setup window. Restart your computer.

Solution 2: Delete update files

  1. Confirm that you can see hidden files and folders.

    Windows XP: Click Start Control Panel Folder Options View tab and select the Show hidden files and folders option.

    Windows Vista: Click Start Control Panel Appearance and Personalizations Show hidden files and folders under Folder Options and select the Show hidden files and folders option.

    WIndows 7: Click Start Control Panel Folder Options View tab select  Show hidden files, folders, and drives.

  2. You will need to delete the contents of the Updfiles folder and the Charon folder.

    ESET Smart Security:

    Windows XP users:
    Click Start My Computer and navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET Smart Security\Updfiles and delete the contents. Then, navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET Smart Security\Charon and delete the contents.

    Windows Vista and Windows 7 users: Click Start Computer and navigate to C:\ProgramData\ESET\ESET Smart Security\Updfiles and delete the contents. Then, navigate to C:\ProgramData\ESET\ESET Smart Security\Charon and delete the contents.

    ESET NOD32 Antivirus:

    Windows XP users: Click Start My Computer and navigate to C:\Documents and Settings\All Users\Applications Data\ESETESET NOD32 Antivirus\Updfiles and delete the contents. Then, navigate to C:\Documents and Settings\All Users\Applications Data\ESET\ESET NOD32 Antivirus\Charon and delete the contents.

    Windows Vista and Windows 7 users: Click Start Computer and navigate to C:\ProgramData\ESET\ESET NOD32 Antivirus\Updfiles and delete the contents. Then, navigate to C:\ProgramData\ESET\ESET NOD32 Antivirus\Charon and delete the contents.

  3. Navigate to C:\Program Files\ESET\ESET NOD32 Antivirus or C:\Program Files\ESET\ESET Smart Security and delete all em0**_32.dat files.

    Fig 1-4

  4. Restart your computer.
  5. Open the main program window by clicking the ESET icon next to the system clock or by clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus.
  6. Click Update from the main menu and click Update virus signature database (see Figure 1-2). If you still receive the “error downloading update file” message, continue to step 9. If not, you are finished and can re-enable Self-defense. Press F5 to open the Advanced Setup window and then select the Enable Self-defense option. Your ESET security product will alert you that a computer restart is required. Click OK. Click OK to exit the Advanced Setup window. Restart your computer.
  7. If the steps above do not resolve the “error downloading update file” message, please Uninstall and reinstall your ESET security product.
Share

ESET Outlook Plugin error when starting Microsoft Outlook

If you receive the following error message when starting Microsoft Outlook,

The Add-in ‘ESET Outlook Plugin’ (C:\PROGRA~1\ESET\ESETNO~1\EPLGOU~1.DLL) cannot be loaded and has been disabled by Outlook. If no update is available, please uninstall the Add-in.

please see the information contained in this article.

The error message above may occur on a computer with multiple user profiles after an upgrade, reinstall, or failed uninstall of ESET Smart Security.


Solution 1
: Outlook 2003 and 2007 – Delete the extend.dat file

The extend.dat file contains cache for add-ins in Microsoft Outlook which are activated by the Add-in manager. If you delete the extend.dat file and restart Outlook, a new .dat file is automatically created. The new extend.dat file should contain no inconsistencies and should prevent the error from occurring in the future.

To delete the extend.dat file (Windows XP):

  1. Exit Outlook
  2. Click Start Search All files and Folders More advanced options and select the Search hidden files and folders check box
  3. In the top search field type extend.dat and click Search.
  4. In the search results section, right-click on the extend.dat file and click Delete.

 

NOTE:

If Outlook is used by multiple profiles, an extend.dat file exists for each profile. Each extend.dat file must be deleted. By default this file is located in C:\Documents and Settings\Username\Local Settings\Application Data\Microsoft\Outlook.


To delete the extend.dat file (Windows Vista):

  1. Exit Outlook.
  2. Click Start and type extend.dat in the bottom search field then click the search icon.
  3. Click Advanced Search in the upper right corner. Select the Include non-indexed, hidden, and system files (might be slow) check box on the left. On the right, type extend.dat in the Name field and click the Search button.
  4. In the search results section, right-click on the extend.dat file and click Delete.

 

NOTE:

If Outlook is used by multiple profiles, an extend.dat file exists for each profile. Each extend.dat file must be deleted. By default this file is located in C:\Users\Username\AppData\Local\Microsoft\Outlook

To delete the extend.dat file (Windows 7):

  1. Exit Outlook.
  2. Click Start and type Search in the bottom search field then click the search icon.
  3. Click Change search options for files and folders.
  4. Click the View tab and select Show hiden files, folders, and drives. Deselect Hide extensions for known file types and Hide protected operating system files.
  5. Click Apply and OK.
  6. Click Start and type extend.dat in the bottom search field then click the search icon.
  7. In the search results section, right-click on the extend.dat file and click Delete.

 

NOTE:

If Outlook is used by multiple profiles, an extend.dat file exists for each profile. Each extend.dat file must be deleted. By default this file is located in C:\Users\Username\AppData\Local\Microsoft\Outlook

Solution 2: Outlook 2003 only – Install Office 2003 Service Pack 3

If you are using Microsoft Outlook 2003, you can install Office 2003 Service Pack 3 to resolve the error message. Office 2003 Service Pack 3 can be download from Microsoft’s website, here:

http://www.microsoft.com/downloads/details.aspx?FamilyId=E25B7049-3E13-433B-B9D2-5E3C1132F206&displaylang=en

Share

‘This installation package could not be opened’ error

If you receive the following message (or similar) when installing an ESET security product, you may have downloaded a corrupt or incomplete installer file:

‘This installation package could not be opened. Verify that the package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows Installer package’

To resolve this issue and continue your installation, begin with Solution 1 and only proceed to Solution 2 if the issue persists.

Solution 1: Download a new ESET installation package

  1. Download the ESET installation package for your ESET security product from the ESET Download Center or by clicking one of the links below and clicking Savewhen prompted and saving the file to your Desktop:ESET Smart Security 4.x    ESET NOD32 Antivirus 4.x

    NOTE:

    If you had previously saved the file on your computer, but the download was incomplete or corrupted, you will need to overwrite the existing file. If a warning appears informing you that the installer file already exists, click Yes to confirm the download and replace the damaged file. Make sure to choose Save instead of Run when downloading the installer file.

  2. After you have saved the file to your computer, locate and double-click it to re-try the installation process.

If you receive the same error message, the Windows Installer service may need to be restarted or repaired. Please proceed to Solution 2.
Solution 2: Start the Windows Installer service

The Windows Installer service adds, modifies, and removes any applications that are provided as an .msi package. If this service is disabled, any services that depend on it will fail to start.

To verify that the Windows Installer service is running and to enable it if it is not, follow the steps below:

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

  1. Verify that the Windows Installer service is running.
    • Windows XP: Click Start Run, type services.msc and click OK.
    • Windows Vista and Windows 7: Click Start, type services.msc and press ENTER.
  2. Locate the Windows Installer service, right-click it and select Properties.

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

  1. Select Automatic from the Startup type drop-down and click Start.



Figure 1-2

  1. Click OK and try the installation again. If you receive the same error message, the Windows Installer service could be corrupted. Please see the following Microsoft Knowledgebase article for assistance in repairing the Windows Installer service: http://support.microsoft.com/kb/315346.
Share

The error message “Error communicating with kernel” appears

If the error message “Error communicating with kernel” appears, use the solutions below to resolve the issue. Start with solution A and only proceed to solution B if your issue is not resolved.

A: Make sure the ESET Service is running

  1. Windows Vista and Windows 7: Click Start , type services.mscand press ENTER.Windows XP: Click Start Run, type services.msc and click OK.
  2. Scroll down and double-click ESET Service.
  3. Verify that the Startup type is set to Automatic and that the Service Status reads Started then click Apply OK.

    NOTE:

    If you do not see Started next to Service Status, click Start. After the ESET service initializes, click OK.

     Figure 1-1

Restart your computer. If you still receive the error, continue with solution B below.

B) Ensure that your computer is clean

  1. Win32/Sirefef (Zero.Access rootkit) - Visit the following ESET Knowledgebase article for detailed instructions on determining if you are infected with the Zero.Access rootkit.If you determine that you are not infected with the Zero.Access rootkit, follow the part II instructions below for the Win32/IRCBot.ANR stand-alone removal tool.

    How do I remove Zero.Access rootkit?

  1. Win32/IRCBot.ANR- ESET has developed a stand-alone malware removal tool to remove this infiltration. Visit the following ESET Knowledgebase article for instructions:How to use the ESET Win32/IRCBot stand-alone cleaner from the Command Prompt window.

NOTE:

If the above solutions do not resolve the error, please contact our Customer Care department by filling out the Support Request form.

 

Share

Troubleshooting for “Virus signature database update failed” message (5.x)

If you are receiving “Virus signature database update failed” messages, first try re-entering your username and password. Instructions are available here. If the error message still appears, follow the check-list below:

  1. Verify that your license has not expired

    NOTE:

    We recommend checking the update status of your ESET security product after each step. To do this, open the main program window by clicking the ESET icon  next to the system clock or by double-clicking Start All Programs ESET ESET Smart Security or ESET NOD32 Antivirus and click Update Update virus signature database. If the update works, you do not need to proceed with further steps. If the update fails, proceed to the next step to resolve the issue.

     

  2. A previous update may have been corrupted which can cause new updates to not download, clear the update cache then delete the contents of the Updfiles folder and the Charon folder.
  3. If you had a previous antivirus installed on your computer (such as AVG, Kaspersky, McAfee, Norton, or others), please ensure that they are fully removed and that there are no remnants interfering with your updates. To ensure that a previous antivirus is removed refer to our common antivirus software removal tools article.
  4. If you are using a third party firewall (such as Norton Personal Firewall, ZoneAlarm, Outpost, Kerio, or others), please ensure that these are allowing your ESET security product to connect to the Internet to receive updates. If you are using the built-in ESET Smart Security firewall, disregard this step.
  5. Configure your Proxy settings. From the main program window, press F5 on your keyboard to access the Advanced setup window. From the Advanced Setup tree, expand Update and then click Update Advanced Update Setup… button.

    Figure 1-1

  6. 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. From the main program window, press F5 to display the Advanced Setup window. From the Advanced Setup tree, click Update. Make sure the Update Server drop-down menu is set to Choose Automatically.
  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 elsewhere is preventing communication with ESET’s servers, or your Internet connection is not active. Open your browser and check your connectivity. If you are able to browse websites, there is either 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.
     

    NOTE:

    If the ESET update servers are experiencing a downtime or high traffic, please give your computer some time to establish a connection with the update server.

     

  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. Please contact ESET Customer Care to have your update issue looked at.
Share

I receive “Error Code 2350″ when installing my Windows ESET security product (4.x)

If you receive the message ‘Error code 2350′ or “The cabinet file ‘modules cab’ required for this installation is corrupt and cannot be used” when installing ESET Smart Security 4.x or ESET NOD32 4.x, follow the instructions below to resolve this issue and continue your installation. Begin with Solution 1 and only proceed to Solution 2 if the issue persists.

Solution 1: Download a new ESET installation package

  1. Download the ESET installation package for your ESET security product from the ESET Download Center or by clicking one of the links below and clicking Save when prompted and saving the file to your Desktop:

    ESET NOD32 Antivirus 4.x:32-bit Download    64-bit Download

    ESET Smart Security 4.x:32-bit Download    64-bit Download

    NOTE:

    Make sure to choose Save instead of Run when downloading the installer file. If a warning appears informing you that the installer file already exists, click Yes to confirm the download and replace the damaged file.

  2. After you have saved the file to your computer, locate and double-click it to re-try the installation process.

If you receive the same error message, the Windows Installer service may need to be reregistered. Please proceed to Solution 2.
Solution 2: Reregister the Windows Installer service

The Windows Installer service adds, modifies and removes any applications that are provided as an .msi package. To fix the registration entry for the Windows Installer, follow the steps below.

  1. Click Start Run and then type cmd and press ENTER.
  2. Enter the following commands, pressing ENTER after each one:

    MSIExec /unregister

    MSIExec /regserver

  3. Restart your computer.
  4. Install your ESET security product using the steps in Solution 1 above.

Troubleshooting

If you receive the same error message, the Windows Installer service could be corrupted. Please see the following Microsoft knowledgebase article for assistance in repairing or reinstalling the Windows Installer service: http://support.microsoft.com/kb/315346.

If you continue to experience issues after completing all of the steps above, please click here to contact ESET Customer Care.

Share

Upgrade your ESET protection to the latest version

Important!

Users with a valid license can upgrade to the latest product version for free. To upgrade to a different ESET product or to modify/renew a license, contact Sales at +1 (866) 343-3738, or contact your distributor or local ESET office.

You receive the notification “A new version of ESET Smart Security/ESET NOD32 Antivirus is available” from your ESET product

1-upgrade-a-new-version-available

A new version of ESET Smart Security/ESET NOD32 Antivirus has been released and you want to upgrade

Version 5.x or later
Version 4.x or earlier

Version 5.x or later

  1. Open Your ESET product. How do I open my ESET product?
  2. Click Update. The latest version of your ESET product will be displayed under Available version of ESET Smart Security/ESET NOD32 Antivirus.
  3. Click Install | Check.
  4. 2-upgrade-available-notification
  5. The latest version will automatically be downloaded and installed.
  6. 3-update-downloading
  7. Once you receive the notification “The program modules have been updated,” restart your computer. If you experience issues or installation errors, see the Troubleshooting section below.
  8. 4-updated-restart-required

Version 4.x or earlier

  1. Click the link below that corresponds to your ESET product to download ESET live installer. Save the file to your desktop.
  2. Uninstall your current ESET product.
    1. Click Start | All Programs | ESET | Uninstall.
    2. Once uninstallation is complete, restart your computer << this is important!
  3. Double-click the file that you downloaded in step 1 and follow the on-screen instructions to install the latest version of your product.
Share

Uninstallers (removal tools) for common antivirus software

Running two antivirus products on the same computer can degrade performance and cause system instability. It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. Typical uninstallation* using the Windows removal tool (Add/Remove Programs) is often insufficient.

  1. Click the link associated with the antivirus software currently installed on your system and follow the prompts or instructions on the website.
  2. After uninstallation is complete, you will need to restart your computer. You may then proceed with installing your ESET security product.
Avast http://files.avast.com/files/eng/aswclear.exe
AVG http://www.avg.com/us-en/utilities
Avira http://www.avira.com/en/support-for-free-knowledgebase-detail/kbid/88
BitDefender http://kb.bitdefender.com/site/article/333/
BullGuard http://www.bullguard.com/support/product-guides/bullguard-internet-security-guides/uninstall.aspx
CA Antivirus
http://homeofficekb.ca.com/CIDocument.asp?KDId=3125&Preview=0&Return=0&GUID=DF325E0AA0AB4264AF47E4BEA49F571B
Comodo Internet Security https://support.comodo.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=298
CounterSpy http://support.sunbeltsoftware.com/Business/2VIPRE_Enterprise/3.1/Console/Uninstall%2f%2fReinstall
Cyber Defender Early Detection Center http://cyberdefender.custhelp.com/app/answers/detail/a_id/207
Dr. Web https://support.drweb.com/support_wizard/?lng=en  (Only registered Dr. Web users can access support content)
eScan http://www.microworldsystems.com/download/tools/esremove.exe
ESET
http://kb.eset.com/esetkb/index?page=content&id=SOLN2788
FRISK F-PROT Antivirus for Windows http://www.f-prot.com/support/windows/fpwin_faq/25.html
F-Secure http://www.f-secure.com/en/web/home_global/support/article/kba/2109/k/uninstall+f+secure/p/1
G Data https://www.gdatasoftware.co.uk/?eID=PushFile&dl=f4b2f2fd23%3AAFEIBgU%3D
Kaspersky http://support.kasperskyamericas.com/knowledge-base-article/1464
Kingsoft http://www.kingsoftsupport.com/forum/viewtopic.php?f=30&t=59&sid=9e4c506ea22db37a60ab1b7364544d6a
K7 Total Security http://www.k7computing.com/en/tools/K7RT.exe
LavaSoft http://www.lavasoftsupport.com/index.php?showtopic=28
McAfee http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe
Norman Virus Control/Norman Security Suite http://www.norman.com/support/support_issue_archive/67798/en
Norton (Symantec ) ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe
Panda http://www.pandasecurity.com/resources/sop/UNINSTALLER_08.exe
Pareto Logic http://techsupport.paretologic.com/plsupport/consumer/kbdetail.asp?kbid=555
Sophos http://www.sophos.com/support/knowledgebase/article/11019.html
Trend Micro http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-comp.aspx
Trend Micro Titanium http://esupport.trendmicro.com/solution/en-us/1056455.aspx
Vipre (Sunbelt Software) http://www.sunbeltsoftware.com/support/VPE/AgentRemoval3.1.exe
Webroot http://support.webroot.com/cgi-bin/webroot.cfg/php/enduser/std_adp.php?p_faqid=1761
Windows Live OneCare http://download.microsoft.com/download/4/c/b/4cb845e7-1076-437b-852a-7842a8ab13c8/OneCareCleanUp.exe
Windows Security Essentials http://support.microsoft.com/kb/2435760
Zone Alarm http://download.zonealarm.com/bin/free/support/download/clean.exe

*we do not take responsibility for any damages or loss of data caused by or during the uninstallation of any antivirus software.

Share

How do I Download and Install ESET NOD32 Antivirus? (5.x)

To download and install ESET NOD32 Antivirus 5.x , refer to the following step-by-step instructions:

 

ESET Knowledgebase Video
To watch a video of the steps below, click here. Please make sure that you have the latest version of Adobe Flash Player.

 

Download ESET NOD32 Antivirus 5

  1. Download ESET Live Installer
  2. Select Save when prompted and save the file to the Desktop.

Important!

It is important that any previously installed antivirus software is uninstalled from your system before installing your ESET security product. For further assistance, please see our list of uninstallers (removal tools) for common antivirus software.

  1. Once the download has completed, you may be prompted to click Run and begin the installation process. If the installer does not run automatically, navigate to your Desktop or wherever you saved the download file and double-click it to open. When you are ready, continue to the next section for installation instructions.
Share