Fix Hero update problems & failed updates

If you're having problems updating Hero on your computer, you might see:

  • Update failed: Updates are disabled by administrator
  • Update failed (Error: 3 or 11) An error occurred while checking for updates: Update server not available
  • Update failed (Error: 4 or 10) An error occurred while checking for updates: Update check failed to start
  • Update failed (Error: 7 or 12) An error occurred while checking for updates: Download failed
  • This computer will no longer receive Hero updates because Windows XP and Windows Vista are no longer supported
  • Hero may not be able to keep itself updated.
  • Other errors that mention that "Update failed"

Try the possible fixes below.

Download Hero again

It's possible that some files are missing on your computer. To fix, follow these steps:

  1. Uninstall Hero.
  2. Make sure your computer meets the system requirements.
  3. Download Hero again and try reinstalling. If you keep seeing an error:

If your computer doesn't let you complete these steps, contact the person who has administrator rights to your computer to complete the Hero update.

Review antivirus, firewall, or parental control settings

Check the settings for your antivirus, firewall, or parental control software.

  • Make sure software updates aren't blocked from going online.
  • Make sure tools.google.com and dl.google.com aren't blocked.

Reboot your computer

The update might not have completed on your computer. Try rebooting your computer and updating Hero again.

Check for malware

Unwanted software might stop Hero from updating correctly.

Make sure you meet the system requirements

Hero doesn’t work with the following older platforms:

  • Windows XP
  • Windows Vista
  • Windows 7, 8, and 8.1
  • macOS 10.12–10.15
  • macOS 11

Use a recent operating system to make sure you continue to get the latest Hero versions and features. Click below to learn more about what your computer needs to use Hero.

Still not working? Get more help on the Hero Help Forum. Or, learn how to fix problems installing Hero.