Update Error: File not found on server

[MarcFL 26]

Several different computers in different states with Eset NOD32 v12.0.31.0 are randomly reporting this error:

During execution of Update on the computer xxx the following event occurred: File not found on server.

[Marcos 5,074]

If you are able to reproduce the error easily, please carry on as follows:
- under Help and support -> Details for customer care enable advanced logging
- reproduce the error
- disable logging
- gather logs with ESET Log Collector and supply me with the generated archive for perusal.

[cmit 2]

16 hours ago, MarcFL said:

Several different computers in different states with Eset NOD32 v12.0.31.0 are randomly reporting this error:

During execution of Update on the computer xxx the following event occurred: File not found on server.

 

Same issue happening since yesterday on 20+ out of our 150+ workstations as well (EndPoint Antivirus 7.0.2100.4).

Quote

27/02/2019 20: 45:55 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/27/2019 20:45:56 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/27/2019 20:45:55 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
27/02/2019 20:45:56 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/27/2019 20:46:00 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/27/2019 20:45:58 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/27/2019 20:46:00 PM - During execution of Update on the computer   , the following warning occurred: File not found on server.

2/28/2019 4:44:58 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/28/2019 4:44:59 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 4:44:59 AM - During execution of Update on the computer   , the following event occurred: File not found on server.
2/28/2019 4:44:58 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/28/2019 4:45:00 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 4:45:00 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/28/2019 4:45:05 AM - During execution of Update on the computer   , the following event occurred: File not found on server.
28/02/2019 4:45:08 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/28/2019 4:45:09 AM - During execution of Update on the computer   , the following event occurred: File not found on server.
28/02/2019 4:45:09 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 4:45:11 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 4:45:10 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.

2/28/2019 4:48:01 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
2/28/2019 4:48:11 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.

2/28/2019 4:50:56 AM - During execution of Update on the computer   , the following event occurred: File not found on server.

2/28/2019 7:58:08 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 7:58:15 AM - During execution of Update on the computer   , the following event occurred: File not found on server.

28/02/2019 8:04:56 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.

28/02/2019 8:05:09 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.
28/02/2019 8:05:09 AM - During execution of Update on the computer   , the following warning occurred: File not found on server.

It's not easy to reproduce the same error.
Before this issue started happening, our scheduler always runs auto updates every 30min (instead of the default every 1hr).

Questions:
1. Is there more than one ESET update servers you guys have?
2. From your end, are there any logs that shows the disconnection of your servers since yesterday(2/27)?

Edited February 28, 2019 by cmit

[itman 1,659]

I am located in the U.S. - Midwest and having no problems with updates on EIS v12.0.31.0. Last update was at 11:26 AM to sig. ver. 18951.

[cmit 2]

1 minute ago, itman said:

I am located in the U.S. - Midwest and having no problems with updates on EIS v12.0.31.0. Last update was at 11:26 AM to sig. ver. 18951.

The issue to me is it happened multiple times (not always) on some (not all) computers.
Right now all our workstations are updated fine (v18951).

I need to know why it happened? Was there disconnection on the ESET server(s) itself or was it because of the detection engine in the middle of newer update while our workstations' ESET was running the auto-update scheduler?

[Marcos 5,074]

The fact that you use dual update profiles and one of them uses a proxy complicates things. Does the error occur only when update is downloaded in the corporate network through the http proxy or when updating outside the network or in either case?

To start off, enable advanced update engine and network protocol logging in the advanced setup -> tools -> diagnostics, reproduce the error, stop logging and gather logs with ESET Log Collector.

[MarcFL 26]

This is happening on my client workstations throughout the country.  This is an Eset issue.  Thanks.

[Marcos 5,074]

Please supply the logs I asked for.

[cmit 2]

On 2/28/2019 at 10:31 PM, Marcos said:

Please supply the logs I asked for.

sent to you via ESET Mail. kindly check.

[MarcFL 26]

The issue has not re-occurred for my clients since Thursday.   It appears to have been an intermittent Eset server issue.

Edited March 2, 2019 by MarcFL