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17 Posts

12-04-2014

United States of America

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246 Page Views

  • Posts: 17
  • Registered: ‎12-04-2014
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  • Message 1 of 18

System Update error "An error occurred while gathering user information"

2015-03-05, 1:50 AM

I honestly think that i'm never going to stop running into issues with Lenovos software....

 

Anyways, i've reinstalled countless times trying every way to fix things and nothing works. I will post my log for others to look at and hopefully help me out. :heart:

 

[Lenovo System Update build: 2015-01-15 5.06.0027]	3/4/2015 5:58:34 PM

Info	2015-03-04 , 05:58:34
	at Tvsu.Environment.EnvironmentManager..ctor()
	Message: Starting Environment Manager...

Info	2015-03-04 , 05:58:36
	at Tvsu.Nls.NlsResources..ctor()
	Message: Starting the instance of NLS@Runtime

Info	2015-03-04 , 05:58:36
	at Tvsu.Nls.NlsResources..ctor()
	Message: 
The active language is: EN
The default language is: EN
The OS language is: EN
The language loaded type is: OS

Severe	2015-03-04 , 05:58:36
	at Tvsu.Sdk.SuSdk.StartApplication()
	Message: Application runs with the framework: 4.0.30319.34209

Info	2015-03-04 , 05:58:36
	at Tvsu.Engine.DataBase.InitializeDataBase()
	Message: Initializing the DataBase from file: updates.ser

Info	2015-03-04 , 05:58:36
	at Tvsu.Sdk.SuSdk.StartApplication()
	Message: Starting the Application

Info	2015-03-04 , 05:58:36
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: Starting GUI...

Info	2015-03-04 , 05:58:36
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: MainFrame created successfully

Info	2015-03-04 , 05:58:36
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: GUI -- Welcome screen

Info	2015-03-04 , 05:58:36
	at Tvsukernel.Logic.GUIController.BackToMain()
	Message: Setting Welcome screen...

Info	2015-03-04 , 05:58:36
	at Tvsukernel.FlowScreens.MainFrame.SetScreen(String screen, RoutedEventHandler[] eh)
	Message: Loading Welcome screen on Action pane.

Info	2015-03-04 , 05:58:39
	at Tvsukernel.Logic.GUIController.SearchUpdates(Object sender, EventArgs args)
	Message: Starting the Search process...

Info	2015-03-04 , 05:58:39
	at Tvsukernel.FlowScreens.MainFrame.SetScreen(String screen, RoutedEventHandler[] eh)
	Message: Loading Search screen on Action pane.

Info	2015-03-04 , 05:58:39
	at Tvsukernel.Logic.ProgressThread.InitSearch()
	Message: GUI -- Reporting progress for the Search

Info	2015-03-04 , 05:58:39
	at Tvsu.Sdk.SuSdk.GetSystemProperties()
	Message: Get the System Properties

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: PreTask

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: Start

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.Start()
	Message: Starting the task

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.Start()
	Message: The current process is:HelloProcess

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.Start()
	Message: Executing the PreProcess HelloProcess

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.Start()
	Message: Executing the StartProcess HelloProcess

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.DownloadHelpFile()
	Message: The chm help file is already present in the system

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: The test.properties file was not found, the normal Hello process will continue.

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: HelloProcess Started

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: Client level: HelloLevel_9_14_00

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
	Message: The UDF will be downloaded from: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_14_00.xml

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
	Message: The UDF will be downloaded to-> C:\ProgramData\Lenovo\SystemUpdate\session\system\SSClientCommon\HelloLevel_9_14_00.xml

Info	2015-03-04 , 05:58:39
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Creating a new Connection Settings Bean instance to Host: download.lenovo.com

Info	2015-03-04 , 05:58:39
	at Tvsukernel.CustomControls.Step.<>c__DisplayClass7.<set_Image>b__6()
	Message: Setting PROCESSING status.

Info	2015-03-04 , 05:58:39
	at Tvt.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Direct connection found

Info	2015-03-04 , 05:58:39
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-04 , 05:58:39
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: UDF download status is -> Downloaded

Info	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: Parsing the UDF file

Severe	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: Error reading C:\ProgramData\Lenovo\SystemUpdate\session\system\SSClientCommon\HelloLevel_9_14_00.xml, this XML file is not well-formed
	Exception:
		Message: Root element is missing.
		Type: System.Xml.XmlException
		   at System.Xml.XmlTextReaderImpl.Throw(Exception e)
   at System.Xml.XmlTextReaderImpl.ParseDocumentContent()
   at System.Xml.XmlTextReaderImpl.Read()
   at System.Xml.XPath.XPathDocument.LoadFromReader(XmlReader reader, XmlSpace space)
   at System.Xml.XPath.XPathDocument..ctor(TextReader textReader)
   at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
   at Tvsu.Engine.Process.HelloProcess.Start()

Info	2015-03-04 , 05:58:39
	at Tvsu.Egather.EgatherManager.GetEgatherParser(String type)
	Message: Running egather minimal.....

Info	2015-03-04 , 05:58:39
	at Tvsu.Egather.EgatherExecutor.RunAsWindowsService(String directory, String command, String arguments)
	Message:  /execute ia.exe /arguments -filename$C:\Program Files (x86)\Lenovo\System Update\egather\sysrecomin$ -probes REGIONAL_SETTINGS GATHERER_INFORMATION SYSTEM_SUMMARY -local /directory $C:\Program Files (x86)\Lenovo\System Update\egather\$ /type COMMAND /securitycode a7db21fdc747d5e6f213b2b4c6632dc5dbfe5162 /timeout 300000

Info	2015-03-04 , 05:58:39
	at Tvsu.Egather.EgatherExecutor.RunAsWindowsService(String directory, String command, String arguments)
	Message: FileName Path: C:\Program Files (x86)\Lenovo\System Update\TvsuCommandLauncher.exe

Info	2015-03-04 , 05:58:39
	at Tvsu.Egather.EgatherExecutor.ExecuteEgather(String fileOutput, String args)
	Message: RC eGatherer: 0

Severe	2015-03-04 , 05:58:39
	at Tvsu.Egather.EgatherManager.GetEgatherParser(String type)
	Message: Unable to execute egather

Severe	2015-03-04 , 05:58:39
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: Error getting the Egather parser
	Exception:
		Message: Could not find file 'C:\Program Files (x86)\Lenovo\System Update\egather\sysrecomin.XML'.
		Type: System.IO.FileNotFoundException
		   at Tvsu.Egather.EgatherManager.GetEgatherParser(String type)
   at Tvsu.Egather.EgatherManager.get_EgatherMinimal()
   at Tvsu.Engine.Process.HelloProcess.Start()

Severe	2015-03-04 , 05:58:39
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: An error occurred while the task: HelloTask executed the process: HelloProcessthe message from exception isError getting the Egather parser
	Exception:
		Message: Error getting the Egather parser
		Type: Tvsu.Engine.Process.EgatherException
		   at Tvsu.Engine.Task.Task.Start()
   at Tvsu.Engine.Task.Task.StartExecution()

Info	2015-03-04 , 05:58:39
	at Tvsukernel.CustomControls.Step.<>c__DisplayClass7.<set_Image>b__6()
	Message: Setting FAILED status.

Info	2015-03-04 , 05:58:39
	at Tvsukernel.Logic.GUIController.ShowErrorMessage(Exception e)
	Message: Error while gathering user information.
	Exception:
		Message: Error getting the Egather parser
		Type: Tvsu.Engine.Process.EgatherException
		   at Tvsu.Engine.Task.Task.StartExecution()
   at Tvsu.Sdk.SuSdk.GetSystemProperties()
   at Tvsukernel.Logic.ProgressThread.InitSearch()

Info	2015-03-04 , 05:58:39
	at Tvsukernel.Dialogs.Messages.ShowStaticMessage(String message, String title, MessageType t, Boolean check)
	Message: Showing ERROR Message: < An error occurred while gathering user information. >

Info	2015-03-04 , 05:58:41
	at Tvsukernel.Logic.GUIController.BackToMain()
	Message: Setting Welcome screen...

Info	2015-03-04 , 05:58:41
	at Tvsukernel.FlowScreens.MainFrame.SetScreen(String screen, RoutedEventHandler[] eh)
	Message: Loading Welcome screen on Action pane.

Info	2015-03-04 , 05:58:41
	at Tvsukernel.Logic.GUIController.AskBeforeClosing()
	Message: Close System Update?

Info	2015-03-04 , 05:58:41
	at Tvsukernel.Dialogs.Messages.ShowStaticMessage(String message, String title, MessageType t, Boolean check)
	Message: Showing QUESTION Message: < Are you sure you want to close System Update? >

Info	2015-03-04 , 05:58:42
	at Tvsukernel.Logic.GUIController.AskBeforeClosing()
	Message: Application will close now? True

Info	2015-03-04 , 05:58:42
	at Tvsukernel.FlowScreens.MainFrame.OnClosing(CancelEventArgs e)
	Message: User wanted to close System Update, or the package force a reboot.

Severe	2015-03-04 , 05:58:42
	at Tvsu.Sdk.SuSdk.ShutDownApplication()
	Message: Has happened an exception while the UNCAuthenticator.Shutdown() was executedShare name can not be null or empty

Info	2015-03-04 , 05:58:42
	at Tvsu.Engine.DataBase.ShutDownDataBase()
	Message: Shutting down the DataBase, saving any data into file: updates.ser

Info	2015-03-04 , 05:58:42
	at Tvsu.Environment.EnvironmentManager.closeEM()
	Message: Closing Environment Manager.

Info	2015-03-04 , 05:58:43
	at Tvsu.Sdk.SuSdk.ShutDownApplication()
	Message: Shut Down the Application

 One thing I noticed is that if I visit the download link for the HelloLevel_9_14_00.xml here: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_14_00.xml

It shows up completely blank but everything HelloLevel_9_13_00.xml and < shows up fine for me. It appears this is the same issue the log is reporting saying that "this XML file is not well-formed" could this be a Lenovo issue though? No one else has reported this exact problem though so I guess not.

 

My model is a Thinkpad Edge E540 (20C6008SUS) with Windows 8.1

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17 Posts

12-04-2014

United States of America

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Re: System Update error "An error occurred while gathering user information"

2015-03-10, 2:11 AM

I actually got everything working fine now. I ran the Windows refresh and it put me back to Windows 8 but after I installed all the updates and updated to Windows 8.1 I updated all Lenovo software and System Update works fine again. I don't really know what caused my .net framework to be corrupted but that appeared to be the problem. I ran an sfc /scannow on the newly refreshed Windows 8.1 and it reports back with no errors. What may have caused it is when the first time I upgraded to Windows 8.1 on my old install I ended up pausing the download a few times and restarting the computer before actually installing Windows 8.1. When I just did it I let it download and install without interrupting it.

 

Unfortunatly I lost the logs of when I had 5.05 installed so I won't be able to send them to you. If your computer is having the same issues as mine was, run a sfc /scannow if you haven't already just to be sure. 

 

Also one thing I noitced that it pointed to .net framework was that dism reported an error that was exactly the same for a .net framework install error and sfc /scannow log reported that .net framework was corrupted. 

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5067 Posts

11-22-2011

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Re: System Update error "An error occurred while gathering user information"

2015-03-05, 3:14 AM

The hello level  9_14 is expected behavior. The link is currently set blanks.  Down the road, when a newer version of SU is available, and Lenovo wants SU to self update, this link will contain the self update information. 

As you saw, hello level9_13 contains data.

My notes: 

systemupdate506-01-15-2015.exe System Update  5.06.0027 hl=14  (02/05/2015)
systemupdate506-11-04-2014.exe System Update  5.06.0024 hl=13  (11/24/2014)

>>>> users of SU 5.6.0024 , which is hello level 13, will be offered self update of SU to the current release.

====

Your failure is here:

Info 2015-03-04 , 05:58:39
at Tvsu.Egather.EgatherExecutor.RunAsWindowsService(S​tring directory, String command, String arguments)
Message: FileName Path: C:\Program Files (x86)\Lenovo\System Update\TvsuCommandLauncher.exe

Info 2015-03-04 , 05:58:39
at Tvsu.Egather.EgatherExecutor.ExecuteEgather(String fileOutput, String args)
Message: RC eGatherer: 0

Severe 2015-03-04 , 05:58:39
at Tvsu.Egather.EgatherManager.GetEgatherParser(Strin​g type)
Message: Unable to execute egather

Severe 2015-03-04 , 05:58:39
at Tvsu.Engine.Process.HelloProcess.Start()
Message: Error getting the Egather parser
Exception:
Message: Could not find file 'C:\Program Files (x86)\Lenovo\System Update\egather\sysrecomin.XML'

================

SU runs ia.exe(inventory agent) via tvsucommandlauncher via  the SU service in windows services. 

Expected output is the creation of  two XML's:

'C:\Program Files (x86)\Lenovo\System Update\egather\sysrecomin.XML'

'C:\Program Files (x86)\Lenovo\System Update\egather\sysreco.XML'

 

These two .xmls contain information about your system such as machine type and model.

This message stated:

Message: RC eGatherer: 0

 

I dont think ia.exec ever got executed.

===

In c\programdata\lenovo\systemupdate\logs    

Post

tvsu_exec.log

Tvsucommandlauncher.log 

service.log   (inside the SUservice logs folder).

 

Go into windows services, and find entry name System Update and make sure it is set to start type=manual..

==

DId your system ship from the factory with System Update installed?

Have you ever run a prior release of SU on your system with success, or is this your first time using Su on your system?

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Re: System Update error "An error occurred while gathering user information"

2015-03-05, 3:43 AM

Ah, that's what that xml thing is. That makes sense. 

 

Here are my logs:

 

tvsu_exe.log

TSS(L) 1: 17:52:48:0864 tvsu.cpp(1747): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 17:52:49:0364 tvsu.cpp(1628): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 17:52:49:0364 tvsu.cpp(1643): szCmd:  "C:\Program Files (x86)\Lenovo\System Update\TvsuCommandLauncher.exe"
TSS(L) 1: 17:58:33:0674 tvsu.cpp(1747): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 17:58:33:0721 tvsu.cpp(1628): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 17:58:33:0721 tvsu.cpp(1643): szCmd:  "C:\Program Files (x86)\Lenovo\System Update\TvsuCommandLauncher.exe"
TSS(L) 1: 20:36:56:0528 tvsu.cpp(1747): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 20:36:57:0012 tvsu.cpp(1628): Installdir:  C:\Program Files (x86)\Lenovo\System Update
TSS(L) 1: 20:36:57:0012 tvsu.cpp(1643): szCmd:  "C:\Program Files (x86)\Lenovo\System Update\TvsuCommandLauncher.exe"

 tvsucommandlauncher.log

Info	2015-03-04 , 09:00:51
	
	Message: The current user is a Vista Administrator, the request will be handled by suservice -System context-

Info	2015-03-04 , 09:00:51
	
	Message: Command execution duration was: 117 Miliseconds

 service.log

Info	2015-03-04 , 08:36:58
	
	Message: Installing under the service context

Info	2015-03-04 , 08:37:00
	
	Message: Installing under the service context

Info	2015-03-04 , 08:37:00
	
	Message: Installing under the service context

Info	2015-03-04 , 08:37:01
	
	Message: Installing under the service context

Info	2015-03-04 , 08:37:03
	
	Message: Installing under the service context

Info	2015-03-04 , 09:00:49
	
	Message: Installing under the service context

Info	2015-03-04 , 09:00:50
	
	Message: Installing under the service context

Info	2015-03-04 , 09:00:51
	
	Message: Installing under the service context

Warning	2015-03-04 , 09:00:51
	at Tvsu.Service.Server.PipeManager.Start()
	Message: Cannot access a disposed object.
Object name: 'The Pipe Connection is disposed.'.
	Exception:
		Message: Cannot access a disposed object.
Object name: 'The Pipe Connection is disposed.'.
		Type: System.ObjectDisposedException
		   at Tvsu.Service.Common.NamedPipes.APipeConnection.CheckIfDisposed()
   at Tvsu.Service.Server.PipeManager.Start()

 

Thank you for responding! Also system update is set to manual.

 

Well it shipped with Windows 7 then I upgraded it to Windows 8.1 with the cds and after a boatload of problems I had finally gotten everything working even System Update. I had su working perfectly fine with the previous version and then it asked me to update and that's when the problems began. After I hit the update button it never finished updating and was basically stuck in the background so I restarted and ended up manually installing the update since automatic update was getting me no where. Then this is where the problems began and so I tried reinstalling over a dozen times and I ended up going back to the previous version again and tried letting it auto update but that didn't work. So then I tried deleting the installer location where it puts the files before it installs the program itself and then I ran the exe to install so that way it would be fresh install. Then su refused to even open and more problems arose so I put everything back to normal with the old installer files and ran the exe to install again and now i'm back in the same situation. 

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Re: System Update error "An error occurred while gathering user information"

2015-03-05, 14:43 PM

Please answer a few questions so I can understand what you did.

(1)You state the machine shipped with win 7 and you UPGRADED to win 8.1   .

Was this a install in place OVER win7 on the C drive

or-actually- a FRESH/clean install of win 8.1?

(2) Have you ever had win8 on the machine?

(3)On what date,roughly,did you install win 8.1?  Was it the first week of Feb, 2015?

On feb 2, the Self update was offered, but the support page still had the older version until around feb 5.

(4) If you had SU running on your win8.1, say the older version, did  it EVER offer you updates?????

or instantly self update to the latest release?

===

Now the sad news.

I find for your machine MODEL, 20C6, the lenovo server supports win7 and win8.  I believe you have NO SU support for win8.1 on your machine.   We can verify this later via the SU run logs.

====

The additional logs showed nothing unusual.

===

Let's install older SU 5.05 and see how that runs on your system.

 

(1) uninstall SU 5.06.0027 via control panel, programs and features. Delete old logs during uninstall? yes

 

(1.1)Run microsoft mrfixit.  Uninstall/look for system update.  This may or may not find anything.

http://support.microsoft.com/mats/Program_Install_and_Uninstall

 

(2) download Su 5.05.008 from here

 

http://download.lenovo.com/pccbbs/thinkvantage_en/​​​systemupdate505-02-14-2014.exe

 

Install it but DO NOT RUN IT right now.

 

(3)To prevent self update, regedit.exec

Navigate to:

HKLM\software\Wow6432node\Lenovo\System update. << I am win7 64 bit Mine is here.

-or-

HKLM\software\Lenovo\System update < 32 bit

 

On the right hand side is HelloClientLevel

you will see value=HelloLevel/9.09.00 < this will auto update..

Change to value=HelloLevel/9.14.00 < no autoupdate

(4) Run su 5.05 now. post back if it runs ok. 

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  • Message 5 of 18

Re: System Update error "An error occurred while gathering user information"

2015-03-05, 16:58 PM

I find the following specs for your machine:

Lenovo ThinkPad Edge E540 Intel Core i5 4200M 2.5GHz 4GB Memory 500GB HDD 15.6" Notebook Windows 7 Professional/Windows 8 Pro 64-bit - 20C6008SUS

 

Where did you get the Upgrade cds?   Were they shipped from Lenovo with the machine? If so,clarify if they were win8 or win8.1

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Re: System Update error "An error occurred while gathering user information"

2015-03-06, 3:41 AM

It shipped with Windows 7 and I used the CD's that came with the computer to upgrade to Windows 8 Pro on December 3rd, 2014, then I used Windows Update to get me to Windows 8.1 then I had everything working fine even System Update I was able to run it and update programs perfectly fine. The version I used was 5.06.0024 and then it told me that there was an update when I launched it one day so I pressed update and it went into the background and I never seen it again for hours. After I realized that nothing was happening I tried force closing the program then restarting the computer and I tried to launch it again but it refused to open so after getting fusterated I manually downloaded and installed the update myself to 5.06.0027 and I was able to run it only it gave me that annoying error "An error occurred while gathering user information". 

 

Basically I think what caused this problem was when I closed the System Update when it was trying to auto update itself. 

 

I still have the 5.06.0024 file that was the last working version I used so instead of installing the version you suggested I just used 5.06.0024 and changed the registry and it launched but gave me the exact same error that 5.06.0027 is giving me. I know for a fact this version was working fine for me before all of this started. Also I tried to run that mrfixit software after uninstalling 5.06.0027 but it did nothing. 

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Re: System Update error "An error occurred while gathering user information"

2015-03-06, 4:11 AM

Okay so I reinstalled version 5.06.0024 which was the last working version that I had and launched it and it said that it needed to update and I clicked ok. Then the window closes and it spits out two logs. 

 

[Lenovo System Update build: 2014-11-04 5.06.0024]	3/5/2015 11:04:51 PM

Info	2015-03-05 , 11:04:51
	at Tvsu.Environment.EnvironmentManager..ctor()
	Message: Starting Environment Manager...

Info	2015-03-05 , 11:04:56
	at Tvsu.Nls.NlsResources..ctor()
	Message: Starting the instance of NLS@Runtime

Info	2015-03-05 , 11:04:56
	at Tvsu.Nls.NlsResources..ctor()
	Message: 
The active language is: EN
The default language is: EN
The OS language is: EN
The language loaded type is: OS

Severe	2015-03-05 , 11:04:56
	at Tvsu.Sdk.SuSdk.StartApplication()
	Message: Application runs with the framework: 4.0.30319.34209

Info	2015-03-05 , 11:04:56
	at Tvsu.Engine.DataBase.InitializeDataBase()
	Message: Initializing the DataBase from file: updates.ser

Info	2015-03-05 , 11:04:56
	at Tvsu.Sdk.SuSdk.StartApplication()
	Message: Starting the Application

Info	2015-03-05 , 11:04:57
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: Starting GUI...

Info	2015-03-05 , 11:04:57
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: MainFrame created successfully

Info	2015-03-05 , 11:04:57
	at Tvsukernel.Logic.GUIController.StartGUI(Boolean showsplash)
	Message: GUI -- Welcome screen

Info	2015-03-05 , 11:04:57
	at Tvsukernel.Logic.GUIController.BackToMain()
	Message: Setting Welcome screen...

Info	2015-03-05 , 11:04:57
	at Tvsukernel.FlowScreens.MainFrame.SetScreen(String screen, RoutedEventHandler[] eh)
	Message: Loading Welcome screen on Action pane.

Info	2015-03-05 , 11:04:58
	at Tvsukernel.Logic.GUIController.SearchUpdates(Object sender, EventArgs args)
	Message: Starting the Search process...

Info	2015-03-05 , 11:04:58
	at Tvsukernel.FlowScreens.MainFrame.SetScreen(String screen, RoutedEventHandler[] eh)
	Message: Loading Search screen on Action pane.

Info	2015-03-05 , 11:04:58
	at Tvsukernel.Logic.ProgressThread.InitSearch()
	Message: GUI -- Reporting progress for the Search

Info	2015-03-05 , 11:04:58
	at Tvsu.Sdk.SuSdk.GetSystemProperties()
	Message: Get the System Properties

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: PreTask

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: Start

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.Start()
	Message: Starting the task

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.Start()
	Message: The current process is:HelloProcess

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.Start()
	Message: Executing the PreProcess HelloProcess

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Task.Task.Start()
	Message: Executing the StartProcess HelloProcess

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.DownloadHelpFile()
	Message: The chm help file is already present in the system

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: The test.properties file was not found, the normal Hello process will continue.

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: HelloProcess Started

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: Client level: HelloLevel_9_13_00

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
	Message: The UDF will be downloaded from: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_13_00.xml

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
	Message: The UDF will be downloaded to-> C:\ProgramData\Lenovo\SystemUpdate\session\system\SSClientCommon\HelloLevel_9_13_00.xml

Info	2015-03-05 , 11:04:58
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Creating a new Connection Settings Bean instance to Host: download.lenovo.com

Info	2015-03-05 , 11:04:58
	at Tvsukernel.CustomControls.Step.<>c__DisplayClass7.<set_Image>b__6()
	Message: Setting PROCESSING status.

Info	2015-03-05 , 11:04:58
	at Tvt.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Direct connection found

Info	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.Start()
	Message: UDF download status is -> Downloaded

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: Parsing the UDF file

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: ExecuteAsAdministrator -> YES

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: Description -> This file is used by the hello request to provide update information.

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: CurrentVersion -> HelloLevel/9.13.00

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: NewVersion -> HelloLevel/9.14.00

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: (DownloadInfo) Server-> https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/UTS/executables.xml
LocalPath-> C:\ProgramData\Lenovo\SystemUpdate\\NEWCLIENT\executables.xml

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: (DownloadInfo) Server-> https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/UTS/uts.exe.config
LocalPath-> C:\ProgramData\Lenovo\SystemUpdate\\NEWCLIENT\temp\uts.exe.config

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: (DownloadInfo) Server-> https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/UTS/SocksSSLConnector.dll
LocalPath-> C:\ProgramData\Lenovo\SystemUpdate\\NEWCLIENT\temp\SocksSSLConnector.dll

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: (DownloadInfo) Server-> https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/UTS/uts.exe
LocalPath-> C:\ProgramData\Lenovo\SystemUpdate\\NEWCLIENT\uts.exe

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: Property found in the UDF-> ContactQuest, Value to set-> YES

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: Restart -> YES

Info	2015-03-05 , 11:04:58
	at Tvsu.Engine.Process.HelloProcess.ParseUDF(String udfPath)
	Message: RESTART NEEDED-> The application must be restarted when the Hello process finishes.

Info	2015-03-05 , 11:04:58
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Connection settings bean found for download.lenovo.com

Info	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-05 , 11:04:58
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Connection settings bean found for download.lenovo.com

Info	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-05 , 11:04:58
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Connection settings bean found for download.lenovo.com

Info	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-05 , 11:04:58
	at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
	Message: Connection settings bean found for download.lenovo.com

Info	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
	Message: Connection type set to DIRECT in ConnectionSettingsBean

Severe	2015-03-05 , 11:04:58
	at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
	Message: Debug Log: Init method:GET

Info	2015-03-05 , 11:04:59
	at Tvsu.Engine.Process.HelloProcess.SetEnvironmentManagerProperty(String Key, String Value)
	Message: Property-> ContactQuest is going to be updated with the value->YES

Info	2015-03-05 , 11:04:59
	at Tvsu.Engine.Process.HelloProcess.SetEnvironmentManagerProperty(String Key, String Value)
	Message: Property-> HelloClientLevel is going to be updated with the value->HelloLevel/9.14.00

Severe	2015-03-05 , 11:04:59
	at Tvsu.Engine.Task.Task.StartExecution()
	Message: An error occurred while the task: HelloTask executed the process: HelloProcessthe message from exception isException of type 'Tvsu.Engine.Process.RestartNeededException' was thrown.
	Exception:
		Message: Exception of type 'Tvsu.Engine.Process.RestartNeededException' was thrown.
		Type: Tvsu.Engine.Process.RestartNeededException
		   at Tvsu.Engine.Task.Task.Start()
   at Tvsu.Engine.Task.Task.StartExecution()

Info	2015-03-05 , 11:04:59
	at Tvsukernel.Logic.GUIController.ShowErrorMessage(Exception e)
	Message: UTS will be applied.
	Exception:
		Message: Exception of type 'Tvsu.Engine.Process.RestartNeededException' was thrown.
		Type: Tvsu.Engine.Process.RestartNeededException
		   at Tvsu.Engine.Task.Task.StartExecution()
   at Tvsu.Sdk.SuSdk.GetSystemProperties()
   at Tvsukernel.Logic.ProgressThread.InitSearch()

Info	2015-03-05 , 11:04:59
	at Tvsukernel.Dialogs.Messages.ShowStaticMessage(String message, String title, MessageType t, Boolean check)
	Message: Showing INFORMATION Message: < Your copy of System Update needs to be updated. Click OK to begin updating System Update. >

Severe	2015-03-05 , 11:05:01
	at Tvsu.Sdk.SuSdk.ShutDownApplication()
	Message: Has happened an exception while the UNCAuthenticator.Shutdown() was executedShare name can not be null or empty

Info	2015-03-05 , 11:05:01
	at Tvsu.Engine.DataBase.ShutDownDataBase()
	Message: Shutting down the DataBase, saving any data into file: updates.ser

Info	2015-03-05 , 11:05:01
	at Tvsu.Environment.EnvironmentManager.closeEM()
	Message: Closing Environment Manager.

Info	2015-03-05 , 11:05:03
	at Tvsu.Sdk.SuSdk.ShutDownApplication()
	Message: Shut Down the Application

 then this is the second log it creates:

[Lenovo System Update build: 2014-11-04 5.06.0024]	3/5/2015 11:05:03 PM

Info	2015-03-05 , 11:05:03
	at Tvsu.Environment.EnvironmentManager..ctor()
	Message: Starting Environment Manager...

 

It's doing the exact same thing it did before I manually installed version 5.06.0027 and caused the error with user information. I figure that if the problem can be solved with System Update not updating itself then it might fix the user information error. 

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5067 Posts

11-22-2011

United States of America

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89698 Page Views

  • Posts: 5067
  • Registered: ‎11-22-2011
  • Location: United States of America
  • Views: 89698
  • Message 8 of 18

Re: System Update error "An error occurred while gathering user information"

2015-03-06, 20:09 PM

I am better understanding the sequence of events. Thanks for the SU fails during self update logs. That gave me another clue as to what was going on.

 

With your "new" 8.1 release, did you install norton antivirus??

(1) Norton does NOT like the dynamic running of uts.exec

The uts.exec drives the self update, and is downloaded from the hello level url.

(2)Norton probably does not like Ia.exec storing files (the 2 xml) in the programfiles(86).......system update folder.

 

This would match your current symptoms.  You probably need to add SU to the exception list in norton.

 

You could probably try the SU 5.05 i showed.  It will probably fail in the Egather process.

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17 Posts

12-04-2014

United States of America

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246 Page Views

  • Posts: 17
  • Registered: ‎12-04-2014
  • Location: United States of America
  • Views: 246
  • Message 9 of 18

Re: System Update error "An error occurred while gathering user information"

2015-03-07, 4:06 AM

I uninstalled norton and I have avast now but even when I disable avast that doesnt fix it either. 

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5067 Posts

11-22-2011

United States of America

5783 Signins

89698 Page Views

  • Posts: 5067
  • Registered: ‎11-22-2011
  • Location: United States of America
  • Views: 89698
  • Message 10 of 18

Re: System Update error "An error occurred while gathering user information"

2015-03-07, 15:36 PM

Let me run a test.  I will make my SU self update so I can get a SU run log of the self update. I want to check if the exception thrown message (around the uts.exe area) is expected.

 

I would like you to try two things:

(1) Try installing SU 5.05 as i documented.

Does it still fail in egather.  If so, check the run log around ia.exec for rc=0 followed by .XML file not found.

 

If this is the case, we now have tried 3 versions of SU on your system and all appear to fail during egather.

 

(2)go into C\users\*yourid*\appdata\local\temp

Basically delete everything in the folder or just all the SU install logs,  This makes the next step easier.

 

(3)Now go into the registry, and set the hello level to 13.  This will force a Su self update.

Run SU.

Check the ......temp folder for any indication of Su install logs.

If no logs, uts.exe did NOT launch the SU install.

**let me verify if the self update does or does not produce msi logs.  The selfupdate runs in silent mode**

If logs, post them via file share utility.

====

We are back to checking 2 items of interest.

(1)during self update, did uts.exec launch the msi installer?

(2)across 3 versions of SU, during run time, do all 3 versions fail around egather rc=0 and .xml files not found.

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