HP Cloud recovery repeatedly fails to "extract image"

tbogusiak · ‎09-17-2018

Hi, I am trying to create a recovey disk with the HP Cloud Recovery tool but the program throws up an error before it finishes. It correctly detects my PC's serial, model and operating system, it downloads the image seemingly without error and partitions the USB disk, but fails when trying to extract the downloaded image to the USB disk.

I have tried with both a 16GB and a brand new 32GB usb flash disk (the tool fails to recognise USB HDDs).

Any help would be appreciated (even just knowing where to find the tool's log files would be good)

erico · ‎09-17-2018

Look in C:\SWSetup for the log files.

SanDisk Cruzer Blade USB flash drives are known to work well.

As far as I am aware, USB HDDs are not compatible with HP Recovery creation utilities.

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tbogusiak · ‎09-17-2018

Sadly the drive I am trying with is a Sandisk flash drive (not sure if it's a cruizer but anyway), I managed to find the log files in the AppData folder, I've attached them if it helps anyone (I've only posted the last two entries as it was too long).

[DEBUG] 2018-09-17 19:33:57 AppLogicManager [20600] <<< ApplyWimImages - 0
[DEBUG] 2018-09-17 19:33:57 AppLogicManager [20600] <<< ApplyDownloads - 0
[DEBUG] 2018-09-17 19:34:34 AppLogicManager [1424] >>> GetFriendlyDiskSize
[DEBUG] 2018-09-17 19:34:34 AppLogicManager [1424] <<< GetFriendlyDiskSize - 28.63 GB
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [1424] >>> GetLocationForDownloadID
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [1424] <<< GetLocationForDownloadID
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [1424] >>> GetFriendlyDiskSize
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [1424] <<< GetFriendlyDiskSize - 28.63 GB
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [10656] >>> FormatDisk - diskIndex 1, seedProgress 0
[INFO] 2018-09-17 19:34:36 AppLogicManager [10656]  FormatDisk - Creating disk partition layout
[DEBUG] 2018-09-17 19:34:36 AppLogicManager [10656] >>> CreateUSBPartition
[DEBUG] 2018-09-17 19:34:36 DiskManager [10656] >>> CreateRecoveryUSBDriveLayoutOnePart
[DEBUG] 2018-09-17 19:34:36 DiskManager [10656] >>> RunDiskpartScript
[INFO] 2018-09-17 19:34:36 DiskManager [10656]  RunDiskpartScript - Launching partition process...
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] <<< RunDiskpartScript - 0
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] >>> ScanPartitionsFor - disk 1
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] >>> ScanLogicalDisksFor - Disk #1, Partition #0
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] <<< ScanLogicalDisksFor - logical disk count 1
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] <<< ScanPartitionsFor - partition count 4
[DEBUG] 2018-09-17 19:34:38 DiskManager [10656] <<< CreateRecoveryUSBDriveLayoutOnePart - 1
[DEBUG] 2018-09-17 19:34:38 AppLogicManager [10656] <<< CreateUSBPartition - 1
[DEBUG] 2018-09-17 19:34:38 AppLogicManager [10656] <<< FormatDisk - 1
[DEBUG] 2018-09-17 19:34:39 AppLogicManager [7152] >>> DownloadFiles
[INFO] 2018-09-17 19:34:39 AppLogicManager [7152]  DownloadFiles - Downloading file: dr/WT/L18065-B22_18WWZIBT6AF.wim
[DEBUG] 2018-09-17 19:34:39 DownloadManagerAWS [7152] >>> TransferObject
[INFO] 2018-09-17 19:34:49 DownloadManagerAWS [7152]  TransferObject - Skipping download, file [C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim] already exists with matching hash [dd684621f0082e136ffc53ebde4ce2004191faf0415f9501d9b0b2efc54d0f16]
[DEBUG] 2018-09-17 19:34:49 DownloadManagerAWS [7152] <<< TransferObject - 1 - 
[INFO] 2018-09-17 19:34:49 AppLogicManager [7152]  DownloadFiles - Download success
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [7152] <<< DownloadFiles - 1
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996] >>> ApplyDownloads
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996]  ApplyDownloads - file name count: 1
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996]  ApplyDownloads - file name: C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim
[DEBUG] 2018-09-17 19:34:49 DiskManager [20996] >>> GetLogicalDriveOnDiskIndex - index 1
[DEBUG] 2018-09-17 19:34:49 DiskManager [20996] <<< GetLogicalDriveOnDiskIndex - E:
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996]  ApplyDownloads - target dir: E:
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996] >>> ApplyWimImages
[DEBUG] 2018-09-17 19:34:49 AppLogicManager [20996]  ApplyWimImages - Applying WIM -- C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim
[ERROR] 2018-09-17 19:34:53 AppLogicManager [20996]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:34:53 AppLogicManager [20996]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:34:53 AppLogicManager [20996]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:34:53 AppLogicManager [20996]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:34:53 AppLogicManager [20996]  LogLastError - WIMApplyImage()- [5] Access is denied.


[DEBUG] 2018-09-17 19:34:53 AppLogicManager [20996] <<< ApplyWimImages - 0
[DEBUG] 2018-09-17 19:34:53 AppLogicManager [20996] <<< ApplyDownloads - 0
[DEBUG] 2018-09-17 19:35:23 AppLogicManager [1424] >>> GetFriendlyDiskSize
[DEBUG] 2018-09-17 19:35:23 AppLogicManager [1424] <<< GetFriendlyDiskSize - 28.63 GB
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [1424] >>> GetLocationForDownloadID
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [1424] <<< GetLocationForDownloadID
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [1424] >>> GetFriendlyDiskSize
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [1424] <<< GetFriendlyDiskSize - 28.63 GB
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [11336] >>> FormatDisk - diskIndex 1, seedProgress 0
[INFO] 2018-09-17 19:35:24 AppLogicManager [11336]  FormatDisk - Creating disk partition layout
[DEBUG] 2018-09-17 19:35:24 AppLogicManager [11336] >>> CreateUSBPartition
[DEBUG] 2018-09-17 19:35:24 DiskManager [11336] >>> CreateRecoveryUSBDriveLayoutOnePart
[DEBUG] 2018-09-17 19:35:24 DiskManager [11336] >>> RunDiskpartScript
[INFO] 2018-09-17 19:35:24 DiskManager [11336]  RunDiskpartScript - Launching partition process...
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] <<< RunDiskpartScript - 0
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] >>> ScanPartitionsFor - disk 1
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] >>> ScanLogicalDisksFor - Disk #1, Partition #0
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] <<< ScanLogicalDisksFor - logical disk count 1
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] <<< ScanPartitionsFor - partition count 5
[DEBUG] 2018-09-17 19:35:27 DiskManager [11336] <<< CreateRecoveryUSBDriveLayoutOnePart - 1
[DEBUG] 2018-09-17 19:35:27 AppLogicManager [11336] <<< CreateUSBPartition - 1
[DEBUG] 2018-09-17 19:35:27 AppLogicManager [11336] <<< FormatDisk - 1
[DEBUG] 2018-09-17 19:35:27 AppLogicManager [8972] >>> DownloadFiles
[INFO] 2018-09-17 19:35:27 AppLogicManager [8972]  DownloadFiles - Downloading file: dr/WT/L18065-B22_18WWZIBT6AF.wim
[DEBUG] 2018-09-17 19:35:27 DownloadManagerAWS [8972] >>> TransferObject
[INFO] 2018-09-17 19:35:37 DownloadManagerAWS [8972]  TransferObject - Skipping download, file [C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim] already exists with matching hash [dd684621f0082e136ffc53ebde4ce2004191faf0415f9501d9b0b2efc54d0f16]
[DEBUG] 2018-09-17 19:35:37 DownloadManagerAWS [8972] <<< TransferObject - 1 - 
[INFO] 2018-09-17 19:35:37 AppLogicManager [8972]  DownloadFiles - Download success
[DEBUG] 2018-09-17 19:35:37 AppLogicManager [8972] <<< DownloadFiles - 1
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548] >>> ApplyDownloads
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548]  ApplyDownloads - file name count: 1
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548]  ApplyDownloads - file name: C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim
[DEBUG] 2018-09-17 19:35:38 DiskManager [9548] >>> GetLogicalDriveOnDiskIndex - index 1
[DEBUG] 2018-09-17 19:35:38 DiskManager [9548] <<< GetLogicalDriveOnDiskIndex - E:
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548]  ApplyDownloads - target dir: E:
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548] >>> ApplyWimImages
[DEBUG] 2018-09-17 19:35:38 AppLogicManager [9548]  ApplyWimImages - Applying WIM -- C:\Users\HP\AppData\Local\Temp\L18065-B22_18WWZIBT6AF.wim
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  funcWIMCallback - WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5
[ERROR] 2018-09-17 19:35:42 AppLogicManager [9548]  LogLastError - WIMApplyImage()- [5] Access is denied.


[DEBUG] 2018-09-17 19:35:42 AppLogicManager [9548] <<< ApplyWimImages - 0
[DEBUG] 2018-09-17 19:35:42 AppLogicManager [9548] <<< ApplyDownloads - 0

erico · ‎09-17-2018

LogLastError - WIMApplyImage()- [5] Access is denied

The flash drive appears to be locked, according to the log.

Try formatting the flash drive.

Once that is done, run the Cloud recovery client again.

I am a forum member just as you are. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If my post helped you or you just want to say thanks, click on the "was this reply helpful?" button.

tbogusiak · ‎09-17-2018

I think I've managed to get it working, when I saw "WIM Apply CallBack ERROR : E:\AUTORUN.INF code = 5" I figured it might be the antivirus, a lot of antivirus programs cause all kinds of problems with .INF files. Closing that and terminating all related antivirus processes seemes to have fixed it.

This is probably something that needs to be fixed in the Cloud recovery Client though, as the average user would have no idea how to track down this kind of problem on their own. I ended up using the windows rescource monitor to track which files were being accessed when I was running the recovery client, that's how I found the logs and WIM image files.

Hopefully the recovery image created by the recovery tool has everything for a proper factory reset as the built-in recovery partition on the laptop has everything except the drivers for the automatic screen rotation.

Cheers

BearCom · ‎11-15-2018

Thanks! I was getting "creating drive layout failed" at the start and turning of my AV (Sophos) solved it for me.

Patrik

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