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When you send an Update System Packages task to a computer, in some scenarios the task may fail to complete and you are left with a computer that does not function correctly on the network (drives and printers will not map, packages will not assign etc).

This article takes you through the CC4 core upgrade process and provides a method to manually recover from this should you need it. For example, the failed computer has some manually installed and configured software on it - which means that a traditional CC4 rebuild is not applicable to this computer.

This article covers a failure within the Bootstrapper phase of the core upgrade (see below).

Note: This is a complex process so only use this once you have read it through and you are comfortable with the process. It may be easier to rebuild the computer if the concepts and tasks used in this article are not familiar to you.

When you send an Update System Packages task to a computer, the following happens:

1. CC4 will send an Updating System Packages task to the computer (consisting of the packages RM Package Deployment Monitor, RM LogonUI Banner and RM Core Upgrade).
2. When this task is processed on the computer the packages listed above in step 1 are installed in order. The core upgrade then begins.
3. A log file for this can be found at C:\Program Files (x86)\RM\Connect\RM Core Upgrade\RM Core Upgrade Log.txt.
4. The core upgrade will then call into the CC4 Bootstrapper process to check if (a) any of the 22 main CC4 components need updating and then (b) if any of the additional packages on the computer need updating.
5. The computer may reboot as part of this process.
6. The log file for the Bootstrapper phase can be found in C:\Program Files (x86)\RM\Connect\RM Connect Bootstrapper\RM Bootstrapper Log.txt.

Note: The paths given above are for 64-bit computers. If you are troubleshooting the failure on a 32-bit computer, then the folders to browse to will be under C:\Program Files\RM\Connect.

When opening either the RM Core Upgrade Log.txt or RM Bootstrapper Log.txt file, remember that you will need to scroll to the end of the file to see the latest updates as these logfiles are appended to by this process.

Note: Some common scenarios that break a core upgrade are:

• Computer is rebooted whilst the core upgrade task is running (e.g. from a CC4 restart request).
• Computer is shutdown whilst the core upgrade task is running (e.g. a CC4 scheduled shutdown task).

We do recommend that you perform bulk core upgrades whilst the network is not in use - so if you do need to do this be aware that CC4 scheduled tasks could interrupt the core upgrade. Suspend any of these tasks in the RMMC (click Tasks, Scheduled) prior to the core upgrades.

Also, in step 1 above if the MSMQ on the CC4 First server is very busy (MSMQ is the Microsoft® technology that CC4 uses to deliver tasks from the server to computers) then the task may sit at Not Started for a period of time. Do not reboot the computers to try and kick-start this process.

1. On the failed computer, open the C:\Program Files (x86)\RM\Connect\RM Connect Bootstrapper\RM Bootstrapper Log.txt file.
2. Scroll to the bottom of this file and identify the failure. If any of the following packages are identified as failing to uninstall or install, then the core upgrade has failed in the Bootstrapper phase and you can continue with this process:
   1. RM Visual Studio dotNet C Runtime
   2. SQL Server Compact Edition 3.5
   3. RM SQLCeHelper
   4. RM Comms and Security Channels
   5. RM Logging Service
   6. RM Cache Manager
   7. RM Data Access Layer
   8. RM Comms and Security Interfaces
   9. RM Group Management Shared
   10. RM Message Queuing
   11. RM Comms and Security
   12. RM Package Deployment Common
   13. RM Repository Manager
   14. RM Installation Agent
   15. RM Search Shared
   16. RM User Manager Shared
   17. RM Location Manager Shared
   18. RM Printer Manager Shared
   19. RM Computer Manager Shared
   20. RM Package Manager Shared
   21. RM File Transfer
   22. RM Serialization Helper

You will now have determined where in the list above the failure occurred. The CC4 Bootstrapper process uses the list above in order.

For example, if it needs to upgrade RM Repository Manager, then the components from 22 to 13 will be uninstalled first in reverse order, then they will be reinstalled again in the correct order.

To manually fix, follow the process below. In this example, we are assuming that the Bootstrapper failed at this point - "15/04/2015 17:23:47 : Package Not Uninstalled - RM Printer Manager Shared" (i.e. at package 18).

1. Log on to the failed computer as the systemadmin user.
2. Copy the file Bootstrapper.CAB from your CC4 First server (e.g. \\cc4-sr-001\RMBootstrapper) and save it to C:\Temp.
3. Extract the contents of this CAB file to C:\Temp.
4. Open Command Prompt and change the directory within this to C:\Temp.
5. For each of the components from the identified failure point, run the following command msiexec /i "component name.msi" ALLUSERS=1. For example, msiexec /i "RM Printer Manager Shared.msi" ALLUSERS=1.
6. The syntax for each of the msiexecs is important and needs to have the ALLUSERS=1 appended for each.
7. Follow the MSI wizard for each component. 
8. For each of the components that follow the failed one in the list - repeat steps 5-7. So, for this example we need to install RM Printer Manager Shared, RM Computer Manager Shared, RM Package Manager Shared, RM File Transfer and RM Serialization Helper.
9. When all are installed, reboot the computer.
10. Wait for the computer to come back online.
11. Start another core upgrade for this computer from the RMMC. It should complete successfully.

Note

• If any of the msiexec commands result in a window that asks you to Modify, Repair or Remove the component then it is already installed and you can move on to the next component (click Cancel on the wizard first).
• If the process above fails at any of the manual stages or at step 11, the computer fails to core upgrade again then you should rebuild it.

Should the computer block your log on then you can try the following to allow this.

1. On your server, click Start, run regedit.exe.
2. Click File, Connect Remote Registry and enter the name of the computer you are fixing.
3. Browse to the following key: HKLM\SOFTWARE\Wow6432Node\RM\PackageInitialisation (this is for a 64-bit computer, if you are on a 32-bit computer then you need to omit the "Wow6432Node" part).
4. Modify the value BlockLogon to 0.
5. Modify the value Bootstrapper Status to 3.
6. Now attempt to logon to the computer again.