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AndyDeGroo

5 Posts

9682

February 9th, 2017 21:00

Dell Update stuck on "SupportAssist OS Recovery Tools" update

I'm having this issue on Inspiron 5559 and Windows 10 Pro (SO build 14393.693)

I don't have a solution but I can provide more information from the log files to help with troubleshooting.

For anyone interested, the log files are located in C:\ProgramData\Dell\Update\Logs\ and C:\ProgramData\Dell\SARemediation\log\.

General update process messages are in C:\ProgramData\Dell\Update\Logs\Service.log but post relevant messages are in C:\ProgramData\Dell\SARemediation\log\Deployer.log.

Here are lines from the Service.log after an update attempt:

2017-02-10 05:21:14,157 [21920] INFO  Tray app has requested that we install 1 updates:    [OnInstall]
2017-02-10 05:21:14,158 [21920] INFO  	plugin	SupportAssist OS Recovery Tools	0.0.0.0	Downloaded	C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\SOS\ESP\EFI\Dell\SOS\bootx64.efi	d441731d-38bc-449b-8bd6-3433446429a0    [OnInstall]
2017-02-10 05:21:14,159 [21920] INFO  Queueing 1 packages for install    [OnInstall]
2017-02-10 05:21:14,160 [21920] INFO  Queueing 4377 (SupportAssist OS Recovery Tools) for install.    [OnInstall]
2017-02-10 05:21:14,164 [21920] INFO  Setting AppStateData to 'Installing|1|1|0|10.02.2017 06:38:55' (1 clients).    [SetAppStateData]
2017-02-10 05:21:14,167 [21920] INFO  Pinging installation manager.    [OnInstall]
2017-02-10 05:21:33,242 [11716] INFO  Setting AppStateData to 'Installing|1|1|1|10.02.2017 06:38:55' (1 clients).    [SetAppStateData]
2017-02-10 05:21:33,246 [11716] INFO  OnInstallCompleted: updateInfo.Status is ReadyToDownload    [OnInstallCompleted]
2017-02-10 05:21:33,248 [11716] ERROR PID:4377 not installed!    [OnInstallCompleted]
2017-02-10 05:21:33,256 [11716] INFO  All downloads and installations seem to be complete.    [OnInstallCompleted]
2017-02-10 05:21:33,257 [11716] INFO  Re-initializing download list.    [ResetController]
2017-02-10 05:21:33,258 [11716] INFO  Re-initializing download manager.    [ResetController]
2017-02-10 05:21:33,258 [11716] INFO  Initializing Download Manager    [Initialize]
2017-02-10 05:21:33,267 [11716] INFO  Setting AppStateData to 'UpdatesComplete|1|1|1|10.02.2017 06:38:55' (1 clients).    [SetAppStateData]
2017-02-10 05:21:33,723 [11856] ERROR Web Exception logging event.    [LogEvent]
System.Net.WebException: The remote server returned an error: (400) Bad Request.
   at System.Net.HttpWebRequest.GetResponse()
   at DawsClient.DawsLogger.LogEvent(String , String , String , String , String , String , String , String , String , String , String , String , String , String , String )

And these are from the Deployer.log:

17-02-10 07:21:15,124 [1] [INFO ] OnStartup() isAdmin:False, Param:  C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles #StackInfo#  
17-02-10 07:21:20,587 [1] [INFO ] OnStartup() isAdmin:True, Param:  C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles #StackInfo#  
17-02-10 07:21:20,715 [1] [INFO ] SOS_Installer_DisplayName #StackInfo#  
17-02-10 07:21:20,742 [1] [INFO ] Service OS Installer #StackInfo#  
17-02-10 07:21:20,742 [1] [INFO ] WIM_Installer_DisplayName #StackInfo#  
17-02-10 07:21:20,742 [1] [INFO ] Service OS Core Update #StackInfo#  
17-02-10 07:21:20,747 [1] [INFO ] Command args:System.String[] #StackInfo#  
17-02-10 07:21:20,748 [1] [INFO ] downloadRootPath: C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\ #StackInfo#  
17-02-10 07:21:20,765 [1] [INFO ] ManifestConfig BackendBaseURL:dellupdater.dell.com/.../latest #StackInfo#  
17-02-10 07:21:20,772 [1] [INFO ] XMLWrapper.GetDeployInfo Enter #StackInfo#  
17-02-10 07:21:20,779 [1] [INFO ] installerNodeList is empty #StackInfo#  
17-02-10 07:21:20,780 [1] [INFO ] DeployConfig.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:20,783 [1] [INFO ] SOSAction.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:20,791 [1] [INFO ] The flag bios supporting SOS is true. #StackInfo#  
17-02-10 07:21:21,157 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,157 [1] [INFO ] platform ID is06B2 #StackInfo#  
17-02-10 07:21:21,158 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,158 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,197 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,198 [1] [INFO ] platform ID is06B2 #StackInfo#  
17-02-10 07:21:21,198 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,199 [1] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,210 [1] [WARN ] No file for this partition! XmlFileNodeTag:filenode, XmlAttributeName:partition, XmlAttributeValue:WINRE #StackInfo#  
17-02-10 07:21:21,211 [1] [WARN ] BackendManifestsCopy.Parse no updated file for partition WINREWIM, manifest:C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\ManifestCopy\manifest_sos_backend.xml #StackInfo#  
17-02-10 07:21:21,211 [1] [INFO ] BackendManifestsCopy.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,211 [1] [INFO ] Deployment.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,213 [1] [INFO ] sos count:1 #StackInfo#  
17-02-10 07:21:21,213 [1] [INFO ] soswin count:0 #StackInfo#  
17-02-10 07:21:21,214 [1] [INFO ] rewin count:0 #StackInfo#  
17-02-10 07:21:21,214 [1] [WARN ] No files for WINREWIM in backend manifest #StackInfo#  
17-02-10 07:21:21,214 [1] [INFO ] Deployer.GetWholeDeploymentTimeSeconds() totalSeconds:99 #StackInfo#  
17-02-10 07:21:21,224 [1] [INFO ] Deployer.ExecuteDeploy() #StackInfo#  
17-02-10 07:21:21,226 [1] [INFO ] status value is IMAGE_STATE_COMPLETE #StackInfo#  
17-02-10 07:21:21,226 [1] [INFO ] IsImageComplete: True #StackInfo#  
17-02-10 07:21:21,227 [1] [INFO ] IsImageUndeployable: True #StackInfo#  
17-02-10 07:21:21,229 [1] [INFO ] PowerChecker.isPowerSupportUpdate(): power is plugged in #StackInfo#  
17-02-10 07:21:21,229 [1] [INFO ] Deployer.needPerformInstallation needed: True #StackInfo#  
17-02-10 07:21:21,242 [1] [INFO ] Sosenablecount registrykey reset #StackInfo#  
17-02-10 07:21:21,247 [3] [INFO ] Deployer.DeployTaskFunc() #StackInfo#  
17-02-10 07:21:21,248 [3] [INFO ] XMLWrapper.GetDeployInfo Enter #StackInfo#  
17-02-10 07:21:21,249 [3] [INFO ] installerNodeList is empty #StackInfo#  
17-02-10 07:21:21,249 [3] [INFO ] DeployConfig.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,250 [3] [INFO ] SOSAction.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,261 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,261 [3] [INFO ] platform ID is06B2 #StackInfo#  
17-02-10 07:21:21,262 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,262 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,296 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,296 [3] [INFO ] platform ID is06B2 #StackInfo#  
17-02-10 07:21:21,297 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,298 [3] [INFO ] container :/sources/sos.wim #StackInfo#  
17-02-10 07:21:21,306 [3] [WARN ] No file for this partition! XmlFileNodeTag:filenode, XmlAttributeName:partition, XmlAttributeValue:WINRE #StackInfo#  
17-02-10 07:21:21,306 [3] [WARN ] BackendManifestsCopy.Parse no updated file for partition WINREWIM, manifest:C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\ManifestCopy\manifest_sos_backend.xml #StackInfo#  
17-02-10 07:21:21,306 [3] [INFO ] BackendManifestsCopy.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,307 [3] [INFO ] Deployment.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:21,307 [3] [INFO ] sos count:1 #StackInfo#  
17-02-10 07:21:21,307 [3] [INFO ] soswin count:0 #StackInfo#  
17-02-10 07:21:21,307 [3] [INFO ] rewin count:0 #StackInfo#  
17-02-10 07:21:21,308 [3] [WARN ] No files for WINREWIM in backend manifest #StackInfo#  
17-02-10 07:21:21,308 [3] [INFO ] soswim entries 0 winrewim entries 0: #StackInfo#  
17-02-10 07:21:21,308 [3] [INFO ] soswim container , winrewim container  #StackInfo#  
17-02-10 07:21:21,312 [3] [INFO ] Deployer.DeployTaskFunc() install_entries.Length:1 #StackInfo#  
17-02-10 07:21:21,551 [3] [INFO ] [SOSINSTALLER] INST-DELLSUPPORT: begin #StackInfo#  
17-02-10 07:21:22,553 [3] [WARN ] FindPartObjects() failed to find by MSFT_PartitionToVolume without key files! Try find_comp_by_files... GptType: {79ff1bc4-300c-4cea-9781-9c6f07b8f382} #StackInfo#  
17-02-10 07:21:22,587 [3] [WARN ] FindPartObjects() failed to find by both MSFT_PartitionToVolume and find_comp_by_files! #StackInfo#  
17-02-10 07:21:22,587 [3] [INFO ] FindPartObjects() exit Total count:0, gptType:{79ff1bc4-300c-4cea-9781-9c6f07b8f382}, targetLabel:, keyfiles:{sources\sos.wim, sources\boot.sdi, } #StackInfo#  
17-02-10 07:21:22,672 [3] [WARN ] FindPartObjects() failed to find by MSFT_PartitionToVolume so can't parse required volume label too! GptType: {de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#  
17-02-10 07:21:22,672 [3] [INFO ] FindPartObjects() exit Total count:0, gptType:{de94bba4-06d1-4d40-a16a-bfd50179d6ac}, targetLabel:DELLSUPPORT, keyfiles:{sources\sos.wim, sources\boot.sdi, } #StackInfo#  
17-02-10 07:21:22,673 [3] [ERROR] mk_dellsupport_lnk() can't find DSP! Threw exception! #StackInfo#  [System.Threading.ExecutionContext.Run > System.Threading.ExecutionContext.Run > System.Threading.ExecutionContext.RunInternal > Deployer.Deploy.DeployTaskFunc > DellUpdate.sosinstaller.start > DellUpdate.sosinstaller.install_to_dellsupport > DellUpdate.sosinstaller.try_mount_dellsupport > utilities.PartitionHelper+DellSupportFinder.find > utilities.SymlnkBroker.mk_dellsupport_lnk > MBLog.Logger._log] [: 0]
17-02-10 07:21:22,719 [3] [ERROR] [SOSINSTALLER] TRYMOUNT-DELLSUPPORT: mk_dellsupport_lnk can't find DSP! errno=0
   at utilities.SymlnkBroker.mk_dellsupport_lnk(String mountpoint, String targetFileRelativePath, Boolean isDirectory, List`1 targetKeyFiles)
   at utilities.PartitionHelper.DellSupportFinder.find()
   at DellUpdate.sosinstaller.try_mount_dellsupport() #StackInfo#  [System.Threading.ThreadHelper.ThreadStart > System.Threading.ExecutionContext.Run > System.Threading.ExecutionContext.Run > System.Threading.ExecutionContext.RunInternal > Deployer.Deploy.DeployTaskFunc > DellUpdate.sosinstaller.start > DellUpdate.sosinstaller.install_to_dellsupport > DellUpdate.sosinstaller.try_mount_dellsupport > MBLog.Logger._log] [: 0]
17-02-10 07:21:22,723 [3] [INFO ] [SOSINSTALLER] SET-SOSENABLER:  SOFTWARE\DELL\SARemediation\SOSEnabler exists,  update value. #StackInfo#  
17-02-10 07:21:22,738 [3] [INFO ] GeneralInstallResultWrapper.Build isSuccessful:True #StackInfo#  
17-02-10 07:21:22,744 [3] [INFO ] GeneralInstallResultWrapper.ParseInstallerNode isSuccessful:True #StackInfo#  
17-02-10 07:21:22,745 [3] [INFO ] GeneralInstallResultWrapper.Parse isSuccessful:True #StackInfo#  
17-02-10 07:21:22,796 [3] [INFO ] GeneralInstallResultWrapper.Build isSuccessful:True #StackInfo#  
17-02-10 07:21:22,796 [3] [INFO ] Deployer.DeployTaskFunc() Exit #StackInfo#  
17-02-10 07:21:32,854 [1] [INFO ] ElevatePrivilege() exit: 0 #StackInfo#

To me it looks like Deployer.exe (or its plugin) can't find the "WINRE" disk partition. I have three partitions on my HDD bur none of them has that label:

  1. [ESP] UEFI Boot (500MB) GPT GUID {065e958b-6a05-2541-8396-e987fadfa0a4}
  2. [Unlabeled] Microsoft Reserved (501MB) GPT GUID {7fb48a88-a830-3940-8bbb-0db22cb30df7}
  3. [OS] C: (930.25GB) GPT GUID {8b8b20d0-c89b-2a4c-ac02-6fbe74b8725b}

I home this helps to get to the bottom of this issue. I'll be glad to assist if support o tech people need more info or log files.

Geoff-SoCal

2 Posts

February 10th, 2017 12:00

For the last three days I have been asked to update SupportAssist OS Recovery Tools.  I have, but obviously, like the OP, it's not taking.

AndyDeGroo

5 Posts

February 11th, 2017 19:00

I've posted some of my finding in a new thread because there is an issue with reCAPTCHA when using the rich text editor (which I reported to the dellcommunity[at]dell(dot)com e-mail).

Here is the original thread where my post was supposed to go: en.community.dell.com/.../

I have made a few mistakes in the original post but I can't correct them because of the reCAPTCHA issue.

I had omitted one partition from the list and used GPT GUIDs insteasd of GPT type GUIDs. Here is the correct list:

[ESP] UEFI Boot (500MB)  GPT Type: UEFI System Partition, {28732ac1-1ff8-d211-ba4b-00a0c93ec93b}

[Unlabeled] Microsoft Reserved (501MB) GPT Type: System Reserved Partition, {16e3c9e3-5c0b-b84d-817d-f92df00215ae}

[OS] C: (930.25GB) GPT Type: Data Partition, {a2a0d0eb-e5b9-3344-87c0-68b6b72699c7}

[Windows RE Tools] (663MB) GPT Type: {a4bb94de-d106-404d-a16a-bfd50179d6ac}

The sosintaller (plugin of Deployer.exe) is looking for a disk partition labelled "DELLSUPPORT" but can't find it because it is simply not there.

For some reason, the Dell Update service decides that the process was successful and the tray application reports it as successful.

There seems to be an issue with DellUpdate service error reporting (DAWS) which is trying to send error reports to Dell (hostname:daws.azurewebsites.net) but fails with HTTP status 400 (Bad request) because HMAC checksum is incorrect (response text: "Invalid HMAC"). As a result, the installation issues are not reported bach to Dell.

Engineering should look into that as well while they are at it.

Saltgrass

6 Operator

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4.3K Posts

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15.9K Points

February 12th, 2017 08:00

Your link does not take me to your other post, so I can't check those numbers.  If the GUID numbers listed here are supposed to be Type IDs, they are wrong.  How did you create the partitions?

I am not really clear on where you are.  Are you looking for the correct drive configuration?  Is there a Diskpart script on some install/recovery media you could check?

It would be nice if you could provide a Disk Management picture so maybe you could work on the reply verification..

AndyDeGroo

5 Posts

February 13th, 2017 00:00

My other post is the first one in this thread. The link in my previous response points at the thread I was trying to post before giving up due to reCAPTHCA issues and creating a new thread.

That aside, the GPT type GUIDs are indeed wrong. For some strange reason, the application I used has flipped the byte order in first three parts of the GUID.

For instance, the EFI System partition GUID should be:

C12A7328-F81F-11D2-BA4B-00A0C93EC93B

Compare that to what I posted:

28732AC1-1FF8-D211-BA4B-00A0C93EC93B

However, when I query WMI path \\.\ROOT\Microsoft\Windows\Storage:MSFT_Partition all GptType properties are correct and WinRE partition GPT type {de94bba4-06d1-4d40-a16a-bfd50179d6ac} matches the one mentioned in Deployer.log file.

Disk management picture would be useless because it shows only three partitions and the label only for the main OS partition.

The only diskpart script generated by a batch script I could fin is in C:\Windows\System32\oem\ and it creates the "Windows RE Tools" partition with GPT type de94bba4-06d1-4d40-a16a-bfd50179d6ac.

I'm not looking for the correct disk layout. I'm just providing more info so that engineering people have more info from a real-world system rather than another "Me too on system X" response as on the original thread.

It looks like Dell engineering team has been up to something. On the server side, at least. Today the DellUpdate service is logging warning about not being able to fetch sos manifest*.xml files from Dell servers - HTTP status 404 (Not Found). The service should not prompt users to install the update for now and solves the complaints without solving the underlying issue.

AndyDeGroo

5 Posts

February 14th, 2017 06:00

Hi Kumar,

Yes. Service tag of this system: 4CHG562

revelli

4 Apprentice

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43 Posts

February 14th, 2017 06:00

Hi AndyDeGroo,  Thanks for  the details to help troubleshooting. Could you please share your system service tag?

revelli

4 Apprentice

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43 Posts

February 16th, 2017 08:00

Hi AndyDeGroo,  Could you please execute this log collection tool "c:\program files\Dell\SARemediation\Plugin\LogCollectionTool.exe" on the system which had this issue  then send us the log package?

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