Sign in fails on Acer C710 because of .service file missing |
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Issue description- Version of Google Chrome:53.0.2785.103(Stable), 54 (Beta), 55 (Dev) - Devices make/model: Acer C7 Chromebook - #Affected devices: They have around 280 devices with this issue. The list of serial numbers can be found at https://docs.google.com/a/google.com/spreadsheets/d/1h1TI9Uc7MZ9Tn-FNwzwUR9HDHVrBRVp-NDluAtAbCyo/edit?usp=sharing - Hardware ID:PARROT JUNCO A-D 0995 - Network: The issue occurs in any network - Issue description: On domain managed Acer C7 Chromebooks (any version prior to 53), they can't sign in as first they get a ""Sign-in failed, please connect to the Internet and try again."", then the second time the device will start spinning with ""Please wait..."" and it will never go through. - Steps to reproduce 1. Turn the device on. 2. You will get the prompt to sign in. 3. Enter any user credentials. 4. You will get the error message stating you need to connect to the Internet and try again. 5. Enter any user credentials again. 6. Device will give you the ""Please wait..."" message and will never go through. - Timeframe when issue started: Our customer has identified this issue happens once the device is running version 53, 54 or 55. They've tested rolling back with an USB recovery stick and it works fine in version 52, also devices that have not update are still working fine. - Isolated to: Isolated to Acer C7 in version 53, 54, 55. (Not reproduced on 52) - Movie (reproduce) https://drive.google.com/file/d/0BzTTz51NDruQOXA1MjVsck5XUHc/view?usp=sharing - Affected Users: Multiple users. Agent tried with 2 accounts. - Troubleshooting steps taken: * Deprovisioning the device. * Factory reset. * Use a mobilie hotspot. * Tried signing in on Dev mode and verified mode. [Debug logs (Open network)] https://drive.google.com/drive/folders/0B8hJbBKk0-c4NXdmNXNiLWZXSDQ?usp=sharing /var/log/laptopmode.log line#4640 [639:639:1004/125155:VERBOSE1:login_display_host_impl.cc(395)] Login WebUI >> zero_delay: 0 wait_for_wp_load_: 1 wait_for_pods_: 0 init_webui_hidden_: 1 [639:639:1004/125155:VERBOSE1:login_display_host_impl.cc(666)] Login WebUI >> sign in [639:639:1004/125155:VERBOSE1:login_display_host_impl.cc(1189)] Login WebUI >> login wnd is hidden on create [639:639:1004/125155:WARNING:statistics_provider.cc(343)] Requested statistic not found: check_enrollment [639:639:1004/125155:WARNING:device_cloud_policy_manager_chromeos.cc(237)] Failed to get machine id. This is only an error if the device has not yet been enrolled or claimed by a local user. [639:639:1004/125155:WARNING:auto_enrollment_controller.cc(259)] New auto-enrollment state: 1 [639:639:1004/125155:VERBOSE1:lock_state_controller.cc(244)] OnLockStateChanged called with locked: 0, shutting_down_: 0, system_is_locked_: 0, lock_fail_timer_.IsRunning(): 0 [639:639:1004/125155:ERROR:object_proxy.cc(583)] Failed to call method: org.torproject.tlsdate.CanSetTime: object_path= /org/torproject/tlsdate: org.freedesktop.DBus.Error.ServiceUnknown: The name org.torproject.tlsdate was not provided by any .service files [639:639:1004/125155:ERROR:update_engine_client.cc(331)] GetStatus request failed with error: message_type: MESSAGE_ERROR destination: :1.7 error_name: org.freedesktop.DBus.Error.ServiceUnknown sender: org.freedesktop.DBus signature: s serial: 52 reply_serial: 53 string "The name org.chromium.UpdateEngine was not provided by any .service files" As the laptopmode.log, the connection might be lost because of missing .service files. Is this regarding to the root cause?
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Oct 9 2016
I changed the model name from 'Acer C7' to 'Acer C710' since I found the correct model number from the communication logs between customer and our team.
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Oct 10 2016
Hmm, another issue with Parrot.
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Oct 10 2016
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Oct 12 2016
The issue is the same as crbug/653814. The device fails to update VPD:
2016-10-04T16:40:21.257981+00:00 ERR session_manager[749]: [ERROR:vpd_process_impl.cc(73)] Failed to update VPD, code = 1
because vpd.c fails:
[ERROR] the table offset looks suspicious. index=0xfff80400, data->offset=0x37c400, related_eps_base=0x3fc000
loadFile('/tmp/vpd.flashrom.KyKCAY') error.
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Oct 12 2016
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Feb 1 2017
Issue is also occurring on Acer C720
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Feb 1 2017
ahong, can you specify the Chrome OS version used, and provide the logs? If it's a parrot device, the fix was done in version 55.
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Feb 1 2017
Device is currently running 55. Log is attached WH C-9 debug-logs_20170130-140755.tgz <https://drive.google.com/a/eesd.org/file/d/0B2TCWa4XJsZuOGpSTktDMWc4eG8/view?usp=drive_web>
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Feb 1 2017
Fresh log file WH C-9 debug-logs_20170201-093000.tgz <https://drive.google.com/a/eesd.org/file/d/0B2TCWa4XJsZuc3doLVh4WS1JU3c/view?usp=drive_web>
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Feb 1 2017
Thanks for the input. It's a Peppy device and the problem is the VPD partition is corrupted. This most likely can be fixed by recovering to version 56. Or faster way is to format the partition from terminal with two commands: flashrom -p host -i RW_VPD -E vpd -i RW_VPD -O
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Feb 1 2017
I attempted to boot to DevMode, but I cannot access it. I get an error stating that it is disabled by the device owner. The device has already been deprovisioned and wiped though. Any suggestions? Is 56 available now as a stable build? On Wed, Feb 1, 2017 at 9:54 AM, igor… via monorail <monorail+v2.2972849587@ chromium.org> wrote:
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Feb 1 2017
Oh, you're right - 56 stable for Chrome OS is not released yet. You can try the 56 beta version I guess. Not sure why you're not allowed to switch to DevMode though. Maybe try to recover to latest 55 and check if can switch to dev.
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Feb 1 2017
There is logic to clear a corrupt VPD in recovery images starting with M-56, thus I'd suggest to try recovering to M-56 or later (either use beta or wait for stable release). I don't think M-55 will be helpful.
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Feb 1 2017
Great! Thanks for that info. On a managed Chromebook, what would happen if I recovered to 56 beta even though OU policy limits updates to 55 stable?
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Feb 1 2017
Also, when 56 will be released to the stable channel?
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Feb 1 2017
Policy version limits just apply to the auto-updater, thus recovery to 56 would not be impacted by the policy. We don't pre-announce release dates, but given that Chrome 56 has hit stable already, it shouldn't be too long for Chrome OS to follow suit.
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Feb 1 2017
Got it. Thank you! I was worried that I was going to have the device sent in for a costly (relative to the purchase price) mainboard replacement to resolve the issue. I will keep it ready and wait for 56 to roll out and hopefully that will resolve the issue. I appreciate the quick replies!
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Feb 1 2017
It's specifically the recovery process that should reformat the VPD. Just updating to 56 is not sufficient.
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Feb 1 2017
So to clarify, once 56 stable is released, I will need to follow the instructions here ( https://support.google.com/chromebook/answer/1080595?hl=en) to recover the Chromebook, correct?
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Feb 1 2017
That's correct. Please let us know whether that solves your issue.
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Feb 9 2017
I see that 56 has been released and I've run the Recovery program to create a new installation media. However, upon installation, I see that it has installed 54.0.2840.101, not 56. Any suggestions? Is there lag time between the release & updating of the Recovery files? |
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Comment 1 by zelidrag@chromium.org
, Oct 7 2016