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Why can I not update?

  • September 14, 2014
  • 2 min read

Problems with the online update in our products are usually due to one of the following reasons:

Do you use a software firewall or internet security suite?

If this is the case, then you need to ensure that you allow our software to connect to the internet. For further information on how to accomplish this, please consult the manual for your firewall or internet security suite. If you already have rules in place to allow our product to access the internet, it may help to delete and recreate the rule.

Does your Internet connection require a proxy?

If so, then please make sure you have input the correct proxy details in the “Proxy settings” dialog.

Are you able to access “www.emsisoft.com” and “update.emsisoft.com”?

The easiest way to verify whether or not there is a server or connection error is to try to access both of the addresses above. In both cases you should end up on the official Emsisoft homepage. If you receive a browser error instead (timeout, host not found etc.), there is most likely a problem with your internet connection. You may need to contact your internet service provider to get it sorted out.

Computer is infected

This scenario is very rare providing you are using an Emsisoft product with real-time protection active. If it isn’t this case please perform a full system scan. If you are trying to update Emsisoft Emergency Kit, we recommend you copy it to a USB stick, update the program from a computer where you have a working connection to Emsisoft, and then perform a full system scan of the infected computer.

Purge updates folder

In some cases, the updates folder can become corrupt, and needs to be purged. To purge the folder, follow these steps:
  1. Hold the Windows key on the keyboard, usually in the lower left of the keyboard, then tap R. Release both keys.
  2. In the run box that should appear, type this exactly, or copy/paste into the box, then click OK: %PROGRAMDATA%\Emsisoft\
  3. Right-click the folder “Updates”, and left-click “Delete”. Click to allow the deletion if needed.
  4. Open the Emsisoft program again, and click Update now in the lower left side, and see if updates work.

Contact support

If you have ruled out the most common causes listed above and the online update still doesn’t work, please contact our customer support for further assistance. To make follow up faster, please include a description of the problem, including the error message displayed by the online update, as well as any steps you have taken to try to solve the problem and what happened during those attempts.
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