EIS 18.0.12.0 Module update failure

[staveley 0]

Hi, is there a problem with the ESET Internet Security 18.0.12.0 hotfix? After installation, the module update fails with this:

I have tried the following but problem persists:

1. Update installed 18.0.11.0 to 18.0.12.0

2. Clear update cache

3. Change update type from "Regular" to "Pre-release"

4. Followed "[KB2850] Troubleshooting for "Modules update failed" message"

5. Clean installed 18.0.12.0

6. Clean install 17.2.8.0 & allow installer to auto-update to 18.0.12.0

 

Thanks.

[Marcos 5,468]

There's a problem between your PC and your IPS or between your ISP and ESET's update servers. If you have a chance to connect through a different ISP, please try it and see if it makes a difference. Do you connect to the Internet directly and not through a proxy server?

[staveley 0]

Hi Marcos, thanks for the prompt response.

I don't think it's a problem with my connection - I can ping the update servers (e.g. um01/um02/um07 & update.eset.com) in both IPv4 & IPv6. There are no proxy server settings in either EIS or Windows & connection is direct.

But wait, the plot thickens! Problem above is with my desktop so I've just tried from my laptop. This was running 17.2.8 and updated to 18.0.11 then requested a reboot. After reboot it had applied the 18.0.12 update & requested another restart. After this the laptop is working as expected, EIS update runs without issues.

So it looks like something specific to the desktop. I will uninstall, run a cleanup then reinstall & let you know.

Thanks again.

[staveley 0]

Ok, after lots of testing/reinstalling I finally got to bottom of this issue. In summary:

1. Reinstalled backup image of Windows containing EIS 17.2.8

2. EIS updated to 18.0.11 & requested reboot. After reboot, EIS updated to 18.0.12 & requested further restart.

3. After reboot, EIS update would not run - always giving Module update error.

4. Activated VPN using server based in same country (U.K.) as my ISP. EIS update proceeded without error.

5. Deactivated VPN, switching back to my standard, direct connection to ISP. EIS update ran without errors!

So I think there was a glitch somewhere that prevented EIS 18.0.12 from updating via my ISP. Once the update had run via a VPN the error condition cleared, allowing further updates to be run on my usual direct connection. Go figure... !!!