TPM error (9) blocks booting, Chromebooks stuck on Chrome OS misssing screen |
|||||
Issue description[Environment, Chrome and platform version] ASUS CHROMEBOOOK C202SA on 54.0.2840.24 Samsung Chromebook on 48.0.2564.116 is on a very old OS but customer cannot even recover via USB nor wipe [Issue description] Chrome OS devices are going into "Chrome OS is missing or damaged." screen. Customer isn't able to even recover via USB nor wipe. => "Chrome OS is missing or damaged. Please insert a recovery USB stick or SD card. (note: the blue USB port will NOT work for recovery)" For more details please see 2 videos: https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4WFBxcURSaVhqSGM/view?usp=sharing https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4eHp3OXF5el9FSU0/view?usp=sharing [Affecting all devices? All users?] Several devices affected (10 to 20 devices), as a sample - ASUS CHROMEBOOOK C202SA on 54.0.2840.24 - Samsung Chromebook on 48.0.2564.116 [Expected Behavior] Being able to boot Chromebooks normally [Actual Behavior] Chromebooks loop in Corrupt OS scary screen. [Repro Steps] 1. Boot Chromebook => CB shows "Chrome OS is missing or damaged." screen => Reboot loops to the "Chrome OS is missing or damaged." screen. [Time/date the issue first occurred] around a week ago (2016/10/13) [Log files] - recovery.log https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4S3dGbnlEXzhaalE/view?usp=sharing - dmesg https://drive.google.com/a/google.com/file/d/0B8hJbBKk0-c4Vl91SHNJVG9DN0U/view?usp=sharing #######From recovery.log line#410####### ERROR: TPM: Cannot open TPM device /dev/tpm0: No such file or directory + tpmc block ERROR: TPM: Cannot open TPM device /dev/tpm0: No such file or directory + is_nonchrome + crossystem mainfw_type?nonchrome + crossystem mainfw_type?netboot + dlog An unrecoverable error occurred with your security device + echo An unrecoverable error occurred with your security device + tee -a /dev/tty2 /dev/tty3 An unrecoverable error occurred with your security device + dlog Please power down and try again. + echo Please power down and try again. + tee -a /dev/tty2 /dev/tty3 Please power down and try again. + dlog Failed to lock bGlobalLock. + echo Failed to lock bGlobalLock. + tee -a /dev/tty2 /dev/tty3 Failed to lock bGlobalLock. + on_error + message on_error + message_on_error + instructions error + showbox -115 error + local offset=0,-115 + shift + local message_token=error + shift + local message_file=/etc/screens/en-US/error.png + [ ! -f /etc/screens/en-US/error.png ] + ply-image --offset 0,-115 /etc/screens/en-US/error.png #######From recovery.log line#786####### [ 1.045115] tpm_i2c_infineon 3-0020: registering reboot notifier [gentle shutdown] [ 1.048510] tpm_i2c_infineon 3-0020: 1.2 TPM (device-id 0xD115) [ 1.078992] tpm_i2c_infineon 3-0020: command 0x65 (size 22) returned code 0x9 [ 1.079001] tpm_i2c_infineon 3-0020: A TPM error (9) occurred attempting to determine the timeouts [ 1.113986] tpm_i2c_infineon 3-0020: command 0x65 (size 22) returned code 0x9 [ 1.113995] tpm_i2c_infineon 3-0020: A TPM error (9) occurred attempting to determine the durations [ 1.114003] tpm_i2c_infineon 3-0020: Could not get TPM timeouts and durations recovery.log says that "A TPM error (9) occurred". I guess it blocks recovery. What is the meaning of TPM error (9)?
,
Oct 21 2016
Relabeling for visibility and adding a few folks to CC who have dealt with similar issues in the past. Command 0x65 is TPM_ORD_GetCapability, and error code 9 is TPM_FAIL. AFAICS, this is probably the first command we send to the TPM. FWIW, there is a known hardware issue with snow devices, which is the likely explanation for TPM-related boot problems on Samsung Chromebook. See issue 431360 for more background. Regarding the Asus C202SA (terra), it's possible that this is "just" a case of faulty hardware. How many terra devices encounter this issue? Did the problems start at a specific date? If this is an isolated case, the best path forward is probably RMA. If the number of affected devices suggests a systematic problem, we'll want to get a device to MTV for analysis.
,
Oct 21 2016
Removing enterprise label since this isn't an enterprise issue, but rather a general issue with accessing the TPM.
,
Oct 21 2016
Andrey has been looking at similar issues recently.
,
Oct 21 2016
It sounds like another incarnation of http://crosbug.com/p/57439. soushi@, could you please ask the customer to press Tab when they see the "Chrome OS is missing or damaged" screen to get additional info on the screen, and take a screenshot / report what they see there?
,
Oct 25 2016
apronin@ and team Customer confirmed that they resolved the issue by using another USB recovery stick. It must be hardware issue on USB stick, so I close this thread as 'WontFix'. We're sorry for taking your time for this issue. I appreciate your investigation. |
|||||
►
Sign in to add a comment |
|||||
Comment 1 by soushi@chromium.org
, Oct 21 2016