Update issue

[Galatian 3]

Two computers I'm using - one running Windows 7 and the other Windows 8, have suddenly stopped downloading updates for ESET.

Both give the same error message - Modules update failed, could not connect to server.

I'm aware that Microsoft has stopped product support for both systems but I don't see what that should prevent me from accessing updates on the ESET server

 

 

[Marcos 5,070]

Please provide information about the ESET product and version you use.

[Galatian 3]

35 minutes ago, Marcos said:

Please provide information about the ESET product and version you use.

Thx. ESET Internet Security. Version 16.0.26.0

License renewed last October, valid until October 2024.

[Marcos 5,070]

Sounds like a firewall or something is preventing ESET from communicating with update servers.

Please carry on as follows:

1. Enable advanced logging under Help and support -> Technical support
2. Run update to reproduce the issue
3. Stop logging
4. Collect logs with ESET Log Collector and upload the generated archive here.

[Galatian 3]

The file is greater than 100MB and won't attach. 

I selected collection profile ALL as instructed. Should I select another profile, if so, which one ?

[Marcos 5,070]

It's enough to use the default template. Should the generated archive exceed 100MB, you can upload it to a file sharing service and drop me a personal message with a download link.

[Galatian 3]

3 hours ago, Marcos said:

 

Again it was over 100MB. 

took a while. Here's the linke.

https://we.tl/t-ItrbCVc4Vf

[Marcos 5,070]

As I wrote, something is blocking ESET from communicating with servers. No SYN/ACK is sent back in response to SYN message:

[Galatian 3]

Ok so is it my ISP ? My chromecast stopped being able to access the Internet yesterday as well - which happened a few time -  once before because the ISP blocked it

[Marcos 5,070]

If you don't use any other firewall (e.g. in the router), then it's most likely the ISP who is blocking the communication.

[Galatian 3]

I haven't touched the router - except to turn it off and on again since I installed it some years ago. If it has a firewall I haven't done anything to change the settings. So I guess the ISP.
I'm a journalist.. in Turkey.. using state owned Turk Telekom ISP. I shouldn't be surprised at this !

Anyway thanks for your help !

D

 

 

[Galatian 3]

Yep it was the ISP. All working now.

 

Thanks again!

D