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Bullshark
SCSI Port
Posts: 53
Registered: ‎08-13-2016
Location: US
Views: 1,007
Message 1 of 9

When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Updates..."

"...Please try again later."

 

This problem has persisted two weeks. I've shut down, restarted, etc. and its still not working. What gives?

sclexman
Bit Torrent
Posts: 4,580
Registered: ‎11-22-2011
Location: US
Views: 963
Message 2 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

Please locate a Companion System Update plugin run log and post it here.  It  is located in:

C:\programdata\Lenovo\SystemUpdatePlugin\logs\tvsu_*timestamp*.log

programdata is a hidden folder.  You have to go into folder options>view and Unhide hidden folders.

Bullshark
SCSI Port
Posts: 53
Registered: ‎08-13-2016
Location: US
Views: 955
Message 3 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

is the file tvsu_161025132032 it? (they won't let me post logs so here's some of the text)

 

[Lenovo System Update build: 2016-09-20 1.0.0.1] 10/25/2016 1:20:32 PM

Info 2016-10-25 , 01:20:32
at Tvsu.Environment.EnvironmentManager..ctor()
Message: Starting Environment Manager...

Info 2016-10-25 , 01:20:32
at Tvsu.Environment.EnvironmentManager..ctor()
Message: Starting Environment Manager...

Info 2016-10-25 , 01:20:32
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:32
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:32
at Lenovo.Modern.Plugins.SystemUpdatePlugin.RequestResponder.<OnUserLoginEventAsync>d__82.MoveNext()
Message: ScheduleFile is exist , ScheduleTask is exist ,Use ScheduleTask create ScheduleFile

Info 2016-10-25 , 01:20:32
at Tvsu.Nls.NlsResources..ctor()
Message: Starting the instance of NLS@Runtime

Info 2016-10-25 , 01:20:32
at Lenovo.Modern.Plugins.SystemUpdatePlugin.SystemUpdateAgent.CreateSchedule()
Message: Task ScheduleInfo info: DayOfWeekSch , DayOfMonthSch 25, UTCTimeToCheck 20:15:24, SchedulerAbility ON

Info 2016-10-25 , 01:20:33
at Lenovo.Modern.Plugins.SystemUpdatePlugin.SystemUpdateAgent.CreateSchedule()
Message: UpdateSchedule.xml ScheduleInfo info: Frequency Monthly, PackageType Critical, DayOfWeek , DayOfMonth 25, UTCTimeToCheck 20:15:24, SchedulerAbility ON, Notify DownloadAndInstallIfNoReboot

Info 2016-10-25 , 01:20:33
at Lenovo.Modern.Plugins.SystemUpdatePlugin.SystemUpdateAgent.CreateSchedule()
Message: Combine ScheduleInfo info: Frequency Monthly, PackageType Critical, DayOfWeek , DayOfMonth 25, UTCTimeToCheck 20:15:24, SchedulerAbility ON, Notify DownloadAndInstallIfNoReboot

Info 2016-10-25 , 01:20:33
at Tvsu.Nls.NlsResources.loadResources()
Message: resources folder is:C:\ProgramData\Lenovo\iMController\Plugins\LenovoSystemUpdatePlugin\x64\\resources\translated\EN\strings\TranslatedResources.rpo

Info 2016-10-25 , 01:20:33
at Tvsu.Nls.NlsResources.get_Instance()
Message:
The active language is: EN
The default language is: EN
The OS language is: EN
The language loaded type is: OS

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: GetStatus IsReportProgress is False, PluginLanguage is EN

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.UpateTaskListDataBase.get_Instance()
Message: InitUpdateTaskListDataBase from file: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\UpdateTaskList.xml

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.UpateTaskListDataBase.get_Instance()
Message: InitUpdateTaskListDataBase from file: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\UpdateTaskList.xml

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder.Start[TStateMachine](TStateMachine& stateMachine)
Message: CheckUpdateTasklist get stage is idle

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder.Start[TStateMachine](TStateMachine& stateMachine)
Message: CheckUpdateTasklist get stage is idle

Info 2016-10-25 , 01:20:33
at Lenovo.Modern.Plugins.SystemUpdatePlugin.RequestResponder.Get_MostRecentUpdateInfo()
Message: Get MostRecentUpdateInfo list...

Info 2016-10-25 , 01:20:33
at Lenovo.Modern.Plugins.SystemUpdatePlugin.SystemUpdateAgent.GetMostRecentUpdateInfo()
Message: get checkUpdateFile from file: checkUpdateFile.ser

Severe 2016-10-25 , 01:20:33
at Tvsu.Sdk.SuSdk.get_Instance()
Message: Application runs with the framework: 4.0.30319.42000

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.get_Instance()
Message: Initializing the DataBase from file: updates.ser

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\r09vu15w_win10\r09vu15w_win10_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\sif10ww62\sif10ww62_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1eca09w_lit\n1eca09w_lit_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1dww13w\n1dww13w_2_.xml

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder.Start[TStateMachine](TStateMachine& stateMachine)
Message: CheckUpdateTasklist get stage is idle

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1lsd32w\n1lsd32w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\nz1w504w\nz1w504w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1lsd48w\n1lsd48w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\shareit3501160ww.xml\shareit3501160ww.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1eh110w\n1eh110w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1drg31w\n1drg31w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1mku20w_win10\n1mku20w_win10_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1drg30w\n1drg30w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\r09vu09w_win10\r09vu09w_win10_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\r09vu20w_win10\r09vu20w_win10_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\nz1it01w\nz1it01w_2_.xml

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.LoadSerializedDataBase(FileStream file)
Message: Loading the Update: C:\ProgramData\Lenovo\SystemUpdatePlugin\session\Repository\n1mku23w_win10\n1mku23w_win10_2_.xml

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.DataBase.InitializeDataBase()
Message: start check database!

Info 2016-10-25 , 01:20:33
at Lenovo.Modern.Plugins.SystemUpdatePlugin.SystemUpdateAgent.GetMostRecentUpdateInfo()
Message: Starting the Application

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder.Start[TStateMachine](TStateMachine& stateMachine)
Message: CheckUpdateTasklist get stage is idle

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder.Start[TStateMachine](TStateMachine& stateMachine)
Message: CheckUpdateTasklist get stage is idle

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: MetricsEnabled is NO

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: Starting the Search process...

Info 2016-10-25 , 01:20:33
at System.Runtime.CompilerServices.AsyncTaskMethodBuilder`1.Start[TStateMachine](TStateMachine& stateMachine)
Message: Reporting progress for the Search

Info 2016-10-25 , 01:20:33
at Tvsu.Logic.ProgressThread.<StartSearch>d__0.MoveNext()
Message: Get the System Properties

Info 2016-10-25 , 01:20:33
at Tvsu.Sdk.SuSdk.GetSystemProperties()
Message: PreTask

Info 2016-10-25 , 01:20:33
at Tvsu.Sdk.SuSdk.GetSystemProperties()
Message: Start

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Task.Task.StartExecution()
Message: Starting the task

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Task.Task.StartExecution()
Message: The current process is:HelloProcess

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Task.Task.StartExecution()
Message: Executing the PreProcess HelloProcess

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Task.Task.StartExecution()
Message: Executing the StartProcess HelloProcess

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Process.HelloProcess.Start()
Message: The test.properties file was not found, the normal Hello process will continue.

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Process.HelloProcess.Start()
Message: HelloProcess Started

Info 2016-10-25 , 01:20:33
at Tvsu.Egather.EgatherManager.GetEgatherParser(String type)
Message: Running egather minimal.....

Info 2016-10-25 , 01:20:33
at Tvsu.Engine.Process.HelloProcess.Start()
Message: MTM received from eGather:

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.Process.HelloProcess.Start()
Message: An error ocurred while using the MappingParser
Exception:
Message: There is not entry for key Tvt.Mapping.OSeGatherer
Type: System.NullReferenceException
at Tvt.Mapping.OSs.get_Item(OSeGatherer k)
at Tvsu.Engine.Process.HelloProcess.Start()

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.Process.HelloProcess.Start()
Message: A value could not be mapped when using the MappingParser or eGather execution failed
Exception:
Message: Error getting MappingParser properties
Type: Tvsu.Engine.Process.MappingInterfaceException
at Tvsu.Engine.Process.HelloProcess.Start()

Severe 2016-10-25 , 01:20:33
at Tvsu.Engine.Task.Task.StartExecution()

sclexman
Bit Torrent
Posts: 4,580
Registered: ‎11-22-2011
Location: US
Views: 942
Message 4 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

Bullshark
SCSI Port
Posts: 53
Registered: ‎08-13-2016
Location: US
Views: 909
Message 5 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

I tried to find what was here: https://forums.lenovo.com/t5/Lenovo-Apps/Lenovo-Companion-multiple-issues-Win10/m-p/3465886#M1359

 

and it didn't let me update the driver

Bullshark
SCSI Port
Posts: 53
Registered: ‎08-13-2016
Location: US
Views: 891
Message 6 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

can someone help me please? I just tried a system restore to the last date it worked, and its still not doing what it needs to do.

bc07
Paper Tape
Posts: 4
Registered: ‎01-29-2016
Location: CA
Views: 812
Message 7 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

Is there a way to uninstall companion altogether?
if so what files should be removed from which directories,

there is no "Companion" installation in the "Programs and Features" in the control panel

Thank you !

sclexman
Bit Torrent
Posts: 4,580
Registered: ‎11-22-2011
Location: US
Views: 803
Message 8 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

@Bullshark,

You had the Egather issue I posted in the above post. No machine type/model returned.

The other post stated reboot to let system interface foundation finishing self installing.

 

This newer post below resets the Lenovo apps.

https://forums.lenovo.com/t5/Windows-10/Lenovo-Modern-ImController-PluginHost-stopped-working/td-p/3...

After this reset, Companion will update SIF from 1.0.66.01 to 1.0.067.00. 

 

@bc07,

To uninstall the Companion app, right click the Companion entry on the start button.

Select uninstall.

sclexman
Bit Torrent
Posts: 4,580
Registered: ‎11-22-2011
Location: US
Views: 742
Message 9 of 9

Re: When I try to use Lenovo Companion Update, I get "There is a problem in retrieving new Upda

System Interface Foundation version 1.0.067.01 (sif10ww671.exe) was released 11/6/2016.
It should be on your support page. 

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