System Update - An error occurred while gathering user information

[sipp11]

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yani-d wrote:

My system is SLOWER than my older laptop with a single core!!! the vendor told me I need to update the Bios & other software but I CANT, getting this irretating message - "an error occured while gathering user information"!!

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Well, try to uninstall all thinkvantage utilities that are optional such as Power Manager, Access Connection, and so on. Uninstall Norton Antivirus -- I assume that you still use this since you got the machine (find something else if you want to use antivirus) and disable program as much as you can when startup (click start >> type: msconfig; in startup tab; uncheck what you think it's not necessary to start with Windows)

All these efforts are worth to do.. updating BIOS & other software won't help you get any faster or help just a fraction of second or if you are willing to do clean install, that would be awesome.

That's my opinion if you like faster system =)

[yani-d]

I have reinstalled the system for at least 4 times in the last week...

i am using NOD32 on both old & new laptops..

Unisnstalling all of those softwares is carzy there are so many

i will simply return this machine tomorrow. what a HUGE waste of time!!!

Message Edited by yani-d on 03-22-2009 03:35 AM

[recreaghmd]

Dear Mr. JohnTiew.

The current version of System Update is 3.14.

The first thing that should have happened is that after connection, it should have offered such version before it continues, if you were connected. The error message usually appear after 9%.

This error is complicated and some solutions have worked for some.

My suggestion to you, since you reinstalled, is this:

Create a directory to save information temporarily, called SUsave. Copy into the following files:

1] Program Files\Lenovo\System Update\default\default.reg (careful with it and for security, renamed as default.txt.

2] Program Files\Lenovo\System Update\egather\sysreco.xml and sysrecomin.xml.

3] There should be another .xml file in this directory, which is your machine description:"brand_model_serialnumber_etc", with 0KB. The info is the name, has no content. Make sure is correct.

Look with Notepad the first 3 files (especially sysreco.xml at the beginning under <SECTION ID="SYSTEM SUMMARY"> ) and record (or print) the syntax use for computer name, your system model and operating system. Sometimes is not correct. Keep in mind that the current user in this will be your user incarnation. Eventually it should be "Administrator". If it is not present, this is likely the reason why it did not work from the Administrator log in.  

Download the 3.14 version. I would also update the BIOS.

Make a fresh System Restore. 

Now, as your normal user, I would uninstall the SU 3.0.

Then delete the directory in Program Files\Lenovo\System Update

Using Regedit, (hopefully you have experience with the registry, as you know it is dangerous) find all keys for System Update. First export any keys to a preset directory which will be as a text file (just safety). Then delete the key.

Reboot and log as the Administrator and install the SU 3.14. Reboot and relog as Administrator, then execute SU 3.4.

If it is going to eventually work, it should ask you first for the model number of your machine and the operating system. That info is in the files you save previously, but again be sure they are accurate.

At this point SU should continue to run and hopefully complete, as it happened to me.

If it fail with the same error, well you are in the same boat and if you want, system restore will take you back to where you were before.

As I said, my SU works perfectly, but only from the Administrator, not from the user. An manually changing the "Current User" does not make it work as such.

Wish you my best,

Cheers.

[johntiew]

Thanks ecreaghmd, you are right, the error message appear after 9%.

Before I really proceed, I would like to reconfirm every steps, kindly notice if there is any mistake :-

1) Create a New folder name "SUsave" in C Drive root (C:\). 

2) Copy "default.reg" and rename to "default.txt". (Program Files\Lenovo\System Update\default\default.reg)

3) Copy "sysreco.xml and sysrecomin.xml" (Program Files\Lenovo\System Update\egather\sysreco.xml and sysrecomin.xml).
         I can't find "sysreco.xml" in this folder.
4) There should be another .xml file in this directory, which is your machine description:"brand_model_serialnumber_etc", with 0KB. The info is the name, has no content. Make sure is correct.

         Can't tind this file as well, ther's only three .xml file : Level.xml, MetaData.xml, sysrecomin.xml.   

5) Download ThinkVantage System Update 3.14.

6) Make a fresh System Restore. (Restore my notebook to factory setting? have to reinstall all my programs again?)

7) Uninstall the ThinkVantage System Update.

8) Delete the directory "C:\Program Files\Lenovo\System Update" .

9)  Using Regedit, find all keys for System Update. First export any keys to a preset directory which will be as a text file (just safety). Then delete the key.

          What keyword to use to find the key? 

10)  Reboot > log-in as the Administrator > install the SU 3.14. > Reboot > relog as Administrator > execute SU 3.4.

[recreaghmd]

Warning!!! It does sound as you might not be sufficiently capable to follow the procedure. Forgive me and please do not take this wrong, but It does require moderate expertise. My suggestion is seek help from a more seasoned friend. I would not like to get you in worse problems. I have no way to look over your shoulder.

I will make it more explicit, but again get help. My clarifications will be in CAPS 

1) Create a New folder name "SUsave" in C Drive root (C:\). OK 

2) Copy "default.reg" and rename to "default.txt". (Program Files\Lenovo\System Update\default\default.reg) OK

3) Copy "sysreco.xml and sysrecomin.xml" (Program Files\Lenovo\System Update\egather\sysreco.xml and sysrecomin.xml).
         I can't find "sysreco.xml" in this folder. YOUR SYSTEM FAILED TO GENERATE THIS FILE, IT SHOULD EVENTUALLY
4) There should be another .xml file in this directory, which is your machine description:"brand_model_serialnumber_etc", with 0KB. The info is the name, has no content. Make sure is correct. EXECUTE IA.EXE AND IT SHOULD BE GENERATED

         Can't find this file as well, there's only three .xml file : Level.xml, MetaData.xml, sysrecomin.xml.   

5) Download ThinkVantage System Update 3.14. OK

6) Make a fresh System Restore. (Restore my notebook to factory setting? have to reinstall all my programs again?) NOT THE SAME!. EXECUTE HELP IN THE START MENU AND SEARCH FOR "SYSTEM RESTORE", WHAT IT DOES AND HOW TO USE IT

7) Uninstall the ThinkVantage System Update. GO TO PROGRAMS AND FEATURES IN VISTA. IN XP THIS IS CALLED ADD & REMOVE PROGRAMS.

8) Delete the directory "C:\Program Files\Lenovo\System Update" OK

9)  Using Regedit, find all keys for System Update. First export any keys to a preset directory which will be as a text file (just safety). Then delete the key.

          What keyword to use to find the key? OPEN REGEDIT, LOOK FOR EDIT, CLICK ON FIND AND TYPE "SYSTEM UPDATE", EXECUTE. THE REGISTRY IS A VERY DANGEROUS FILE. IF YOU HAVE NO EXPERIENCE WITH THE WAY IT WORKS, YOU MUST GET HELP!!!

10)  Reboot > log-in as the Administrator > install the SU 3.14. > Reboot > relog as Administrator > execute SU 3.4. OK. PLEASE DO GET HELP IF YOU ARE NOT PROFICIENT.

Cheers

[bookworm_vn]

Dear all,

Before installing Vista SP2, by using Lenovo System Update method, there was no problem, but after installing Vista SP2 several days ago, my Lenovo System Update gets trouble saying that

AN ERROR OCCUREED WHILE GATHERING USER INFORMATION.

This messege is shown at the first step [Searching for agent updates]. So what I am saying to how to fix this problem. Any ideas or comments? Thank  you.

For the convenience, I have uploaded the screenshot, please follow the link below

http://img38.imageshack.us/img38/5074/clipboard02l.png

 

Message Edited by bookworm_vn on 05-30-2009 02:06 AM

[Agotthelf]

Hello bookworm_vn, welcome to Lenovo forum!

Please refer to this thread also, regarding ThinkVantage System Update.

Edit: title.

Message Edited by Agotthelf on 30-05-2009 11:20 AM

[zilla Retired Guru]

Current System Update and Thin Installer do not support Vista SP2. See the first sticky in the Thinkvantage forum -- a replacement product will be announced on Monday.

moderator note: title edited for reading purposes, otherwise our members will see only the old title and won´t recognise the entire thread title.

Message Edited by Agotthelf on 30-05-2009 11:41 AM

[Agotthelf]

@zilla

Thanks for explanation, I forgot to mention that. 

[szabie]

Hi,

I was facing the same problem but now I've managed to solve it.

My system is T61, Vista Business SP2, tvsu v3.14.0024

This is what I did:

On 1st June I started the tvsu. Right in the beginning it showed a message to download MsgCenter+ which went fine and stated the updates have to be downloaded manually and critical ones will come through MC+.

After this running tvsu again it still showed the usual error message.

I tried all the possible tricks that this forum showed but nothing helped.

After these I went to the files of tvsu and found this one:

"c:\Program Files\Lenovo\System Update\session\system\SSClientCommon\MappingInterface.xml"

It has entries for all kind of system but not yet for Vista SP2.

I've added this entry to the end of the "OSs" section:

  <OS>
   <OSTVIA>VS-BUS.SP2</OSTVIA>
   <OSeGatherer>
    <Name>Vista Business</Name>
    <ServiceRelease>Service Pack 2</ServiceRelease>
   </OSeGatherer>
   <OSQuest>Windows Vista</OSQuest>
  </OS>

(just copied the VS-BUS.SP1 entry and changed it to SP2)

And what a suprise tvsu does not show the error again, runs smoothly and downloads updates (even faster then before).

Btw my runtime registry looks like this now:

"InvokeStyle"="MANUAL"
"NLSOS"="VS-BUS.SP2"
"NLSOSLang"="HU"
"QOS"="Windows Vista"
"QOSLang"="HU"
"MTM"="6460D6G"
"ActiveLanguage"="EN"
"HelpFileName"="SystemUpdateHelp.chm"

I hope this can help others to solve the issue.

Bye

Szabi