Auto-Update for Older OS
Reported by
kelsey_s...@plsd.us,
Jan 18 2018
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Issue descriptionUserAgent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_2) AppleWebKit/604.4.7 (KHTML, like Gecko) Version/11.0.2 Safari/604.4.7 Steps to reproduce the problem: 1. OS for about 1,000 of our close to 7,000 devices was stuck between 50 & 58. Tried to have students update. 2. Manually updated devices with USB recovery 3. Attempted to update on device and use auto- update. - Auto Update was set to 1 day delay. Changing that to have no delay. - Our Bandwidth can handle all devices updating and most devices are also taken home to home networks. What is the expected behavior? After manually updating devices with USB devices would begin to auto-update and we would not have to manually update each one. Devices are not auto updating and have fallen behind again. I would have expected updates to be able to happen even if devices fall behind (like Windows or iOS updates) What went wrong? Devices are not auto updating and have fallen behind again. We are now faced with manually updating thousands of devices with a small tech support team. It would be nice to have an update even when behind option especially since our chromebooks are collected and stored over the summer months. Did this work before? N/A Chrome version: 63 Channel: stable OS Version: 63 Flash Version: I think that this will become more of an issue as more and more schools go one to one with Chromebooks. I know we are not the only district that is one to one with Chromebooks. Unfortunately we have a small tech team and this is becoming a reoccurring project.
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Jan 22 2018
Hello, The issue only seems to be with our Dell Chromebook 11 (3120) models. We have had these for over a year and they did sit in storage over the summer. We did manually update them but we were unaware of the amount of Chromebooks that update at one time. We did have our policy set to 24hr delay (That has been changed to 0). The Chromebooks are not Behind a Proxy. Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Jan 22 2018
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Feb 1 2018
Could you please check if the "DeviceTargetVersionPrefix" policy is being served to one of the affected devices on chrome://policy? Thanks!
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Feb 2 2018
We do have none DeviceTargetVersionPrefix on the device. It is not there. This is also affecting over 1,000 devices. I have been tracking the progress and some are updating but some are not. They will even say they are up to date even though they are not on the most recent version. Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Feb 5 2018
+Jay have you seen something like Kelsey is describing in deployments?
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Feb 5 2018
Can you attach logs from a device that is not updating and hasn't been manually updated? https://support.google.com/chrome/a/answer/3293821?hl=en Also, by "manually updating" are you talking about USB recovery or manually checking for updates at chrome://chrome?
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Feb 5 2018
Hello, For updating manually I am referring to logging in, clicking settings, and clicking check for update. We have already USB updated all of the Chromebooks that would not go above OS 60 and are seeing that those devices will not update automatically and when trying to manually update them, the device says it is up to date. We are trying to fix it so we do not have to USB update all 2,000 again. Hopefully this helps. I can collect log files for you this week. Are you looking for one that we have not done anything to or one that we have USB updated to OS 60 a couple months ago? Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Feb 5 2018
logs from any device that's not on stable channel and not auto-updating is fine.
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Feb 5 2018
I have attached logs from a couple different devices. Please let me know if you would like logs from one that is updating as a control. It would be a different model Chromebook though. It seems the issue is mainly with the Dell 3120 model. Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Feb 5 2018
attaching via email does not work. I'd suggest either uploading them diretly from: https://crbug.com/803438 or saving them to drive, sharing with "anyone with the link" and then posting folder link here (works best if files are large)
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Feb 5 2018
I have attached logs from a couple different devices. Please let me know if you would like logs from one that is updating as a control. It would be a different model Chromebook though. It seems the issue is mainly with the Dell 3120 model.
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Feb 5 2018
Sorry about that. They have been uploaded. Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Feb 5 2018
From the logs today:
[0205/105737:INFO:omaha_request_action.cc(681)] Request: <?xml version="1.0" encoding="UTF-8"?>
<request protocol="3.0" version="ChromeOSUpdateEngine-0.1.0.0" updaterversion="ChromeOSUpdateEngine-0.1.0.0" installsource="ondemandupdate" ismachine="1">
<os version="Indy" platform="Chrome OS" sp="9765.85.0_x86_64"></os>
<app appid="{BABC2E82-8F7D-26E5-EE66-4C60A2B41DBC}" cohort="1:4:" cohortname="candy_stable" version="9765.85.0" track="stable-channel" lang="en-US" board="candy-signed-mp-v2keys" hardware_class="CANDY C2A-D6J-54Q-A7U" delta_okay="true" fw_version="" ec_version="" installdate="3976" >
<ping active="1" a="5" r="5"></ping>
<updatecheck targetversionprefix="9000."></updatecheck>
</app>
</request>
you are still pinning to version 9000 (Chrome OS 56).
Check *ALL* of your OrgUnits in the admin console to make sure you've removed pinning restrictions.
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Feb 5 2018
marking this as working as intended, we don't expect devices to update if they are pinned to old releases.
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Feb 5 2018
Sorry this is all new to me as I am taking over this position and did not set up our enrollment or management. How does one change that? Do you have an article that I could reference?
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Feb 5 2018
Currently I have everything set to 63 Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician.
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Feb 5 2018
No problem, you should probably start with your Enterprise support options for questions like this: https://support.google.com/chrome/a/answer/6274206?hl=en&ref_topic=6274572#contact=1 help article with details on setting the max Chrome OS version: https://support.google.com/chrome/a/answer/3168106?hl=en#pinning
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Feb 5 2018
No, you don't :-) Check all of your sub org units, especially the ones those 2 devices you sent logs for are in. This is a public bug tracker so I can't share specific details but feel free to put in a support case.
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Feb 5 2018
Just saw it. I thought I had applied to all. Someone made those changes last year and did not remove them. Thank you for your help! It is greatly appreciated. Thanks, Kelsey Scholl Systems Analyst Pickerington Local School District. Kelsey_scholl@plsd.us <mailto:Kelsey_scholl@plsd.us> If you are replying in regards to a Help Desk ticket please add a note in the Help Desk unless asked to do so otherwise. This will ensure the information communicated is delivered to the correct technician. |
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Comment 1 by pmarko@chromium.org
, Jan 21 2018