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Starred by 2 users

Issue metadata

Status: WontFix
Owner:
Closed: Sep 2016
Components:
EstimatedDays: ----
NextAction: ----
OS: Mac
Pri: 2
Type: Bug



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Can't Update Google Chrome

Reported by lmccam...@soasta.com, Aug 5 2016

Issue description

UserAgent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/52.0.2743.116 Safari/537.36

Steps to reproduce the problem:
1. Go to settings and select about (preferably on an older version of Chrom)
2. Try updating to the latest release
3. 

What is the expected behavior?
Google Chrome should fetch the latest version of the browser and update it to the latest release. 

What went wrong?
KSLockFile unable to open() lock file. [com.google.UpdateEngine.CommonErrorDomain:602 - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore.lock' - 'KSLockFile.m:431'] (The operation couldn’t be completed. Permission denied [NSPOSIXErrorDomain:13])
KSKeyedPersistentStore lock file error. [com.google.UpdateEngine.CommonErrorDomain:502 - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore.lock' - 'KSKeyedPersistentStore.m:329'] (KSLockFile unable to open() lock file. - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore.lock' [com.google.UpdateEngine.CommonErrorDomain:602])
KSPersistentTicketStore could not store ticket. (productID: com.google.Chrome) [com.google.UpdateEngine.CoreErrorDomain:1051 - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore'] (KSKeyedPersistentStore lock file error. - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore.lock' [com.google.UpdateEngine.CommonErrorDomain:502])
KSOmahaServer cannot save the updated ticket: '<KSTicket:0x21a480
	productID=com.google.Chrome
	version=46.0.2490.86
	xc=<KSPathExistenceChecker:0x603050 path=/Applications/Google Chrome.app>
	serverType=Omaha
	url=https://tools.google.com/service/update2
	creationDate=2015-04-15 22:32:54
	tagPath=/Applications/Google Chrome.app/Contents/Info.plist
	tagKey=KSChannelID
	brandPath=/Library/Google/Google Chrome Brand.plist
	brandKey=KSBrandID
	versionPath=/Applications/Google Chrome.app/Contents/Info.plist
	versionKey=KSVersion
	cohort=1:1y5/fgx:
	cohortName=52_mac_116
>' (productID: com.google.Chrome) [com.google.UpdateEngine.CoreErrorDomain:602 - 'https://tools.google.com/service/update2'] (KSPersistentTicketStore could not store ticket. - '/Library/Google/GoogleSoftwareUpdate/TicketStore/Keystone.ticketstore' [com.google.UpdateEngine.CoreErrorDomain:1051])

Did this work before? No 

Chrome version: 52.0.2743.116  Channel: stable
OS Version: OS X 10.11.5
Flash Version: Shockwave Flash 22.0 r0

This condition has persisted on my machine ever since I upgraded my Mac OS X from Mavericks (10.9.5) to El Capitan (10.11.5). The OS upgrade may have nothing to do with this issue, but I never had this problem when I was running Mavericks. It seems I need to give access for the key lock file to be read, so it can access it and then perform the update. However, I haven't seen anything on the Chromium forums about how to do this.
 
Components: Internals>Installer
If you go to Chrome > About Google Chrome and click the [Set Up Automatic Updates for All Users] button, that may resolve the issue. Can you try that?
Labels: Needs-Feedback
There's no option for me to 'Set Up Automatic Updates for All Users' when I go to Settings > About. There are only two buttons; 'Get help with using chrome' or 'Report an issue'. I've uninstalled and re-installed Chrome and I immediately get this error when I go to Settings > About:
Version 52.0.2743.116 (64-bit)
Update failed (error: 11)
Cc: borisv@chromium.org
Could you press the reload button at the top to reload the chrome://chrome page? This will retry the update check and most likely show both the button and any error encountered. 
I've tried that and it doesn't do anything but show the same error, which is what you see in my comment above (#4). 

This error really seems to be a permissions issue where the Google Update service needs to read the KSLockFile, which it's unable to due to insufficient privileges, and thus can't execute the update service and upgrade Chrome.
A previously introduced bug was printing this error message unnecessarily, but should not cause error 11 to be displayed. Do you mind running the diagnostic command below and attach the generated diagnostic .zip file?

/Library/Google/GoogleSoftwareUpdate/GoogleSoftwareUpdate.bundle/Contents/Resources/ksdiagnostics

If the command fails with "No such file or directory" message, please run it from the user folder:

~/Library/Google/GoogleSoftwareUpdate/GoogleSoftwareUpdate.bundle/Contents/Resources/ksdiagnostics

The diagnostic file contains only the updater logs and any private data like username on the machine is removed.
I ran the first diagnostic command and noticed several errors. Attached is the output.
GoogleSoftwareUpdate seems to be broken on the machine. Let us try to manually install the one that comes with Chrome:
1. Open the Terminal app
2. Go into Chrome Keystone framework folder (one line command below):
cd /Applications/Google\ Chrome.app/Contents/Versions/52.0.2743.116/Google\ Chrome\ Framework.framework/Frameworks/KeystoneRegistration.framework/Resources/

3. Install the version of the updater (Keystone) that comes with Chrome:
sudo ./ksinstall --install=Keystone.tbz

Project Member

Comment 11 by sheriffbot@chromium.org, Aug 17 2016

Labels: -Needs-Feedback Needs-Review
Owner: ashej...@chromium.org
Thank you for providing more feedback. Adding requester "ashejole@chromium.org" for another review and adding "Needs-Review" label for tracking.

For more details visit https://www.chromium.org/issue-tracking/autotriage - Your friendly Sheriffbot
Cc: -borisv@chromium.org
Owner: borisv@chromium.org
Status: Assigned (was: Unconfirmed)
Status: WontFix (was: Assigned)
I never got a feedback from the user. Resolving the bug as "won't fix".
This may be related to internal b/24916027: an issue when Chrome (with updates for all users) is uninstalled and later re-installed again. 

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