Top Issues FAQs

Top Issues

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