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updated to 5.0.110.0 but no longer able to update virus database


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Have updated to 5.0.110.0 but no longer able to update virus database and always getting the attached message.  Actually have tried uninstalling before reinstalling the software but to no avail.  Also have sent a couple queries through the software's "customer care support request" but seems nobody is manning at the other end.  My software will not be expired till Dec. 2015 but without updating to the latest virus database it's like I'm being cheated...

 

Has anyone experienced the same and will ESET respond my queries asap.

 

Edit: Removed Username from screenshot (dwomack)

post-5-0-82891800-1374172713_thumb.png

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  • Former ESET Employees

Hi petercmpang,

 

First I would try to re-type the username and password. If that does not fix it then clear the update cache. Lastly if you are still getting the same error try to manually uninstall Cyber Security and reinstall. Also what version of OS X are you running?

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Dear Alex

 

Hv tried all as prescribed and in the suggested order but still getting exactly the same message per the screen shot posted.  Hv uninstalled using the latest dmg downloaded which is the same dmg used to update the Cyber Security to ver 5.0.110.0 and then reinstalled again after restarted but no hope.  OS X is ver. 10.8.4.

 

Hope to hearing from you soon.

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Guest Johan

Hi,

 

I have the same problem after updated to 5.0.110.0. Macbook pro OSX 10.8.4. 
​I have tried to clear the update cache and also tried to reinstall cyber security.
 

Johan

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  • Former ESET Employees

We apologize for the late response. We are currently looking into this issue. We will post as soon as we get more information. Thank you for your patience.

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  • Former ESET Employees

Please try the steps below and let me know the results.

 

1. Open the main program window by clicking the ESET icon on the menu bar and selecting Open ESET Cyber Security/ESET Cyber Security Pro or by clicking Finder Applications ESET Cyber Security/ESET Cyber Security Pro.

 

2. Click Setup Enter application preferences.

 

3. Click Update

 

4. Click Clear next to Clear update cache.

 

5. Click on Setup : next to Advanced Options

 

6. Check the box for : Pre-Release Updates Then Click OK

 

7. Click Ok again to close the Update window.

 

8. Click on Update Then Click on Update Virus Signature Database.

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Dear AlexJ

 

The program has resumed normal and the virus database was updated to today's date for unknown reason today without the need to carry out the suggested procedures.  I nevertheless thanks for your assistance and fingers crossed for now.

 

Thanks and regards

 

CMP 

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