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- CTOERROR.FLG Error When Doing A System Resore Using HP Provi...

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03-22-2017 01:31 AM
After attempting to do a factory recovery on my HP ENVY m7 I get the "The recovery attempt has failed. Select one of the following buttons: "Save Log", "Details" and "Retry"... I get the same Recovery Manager error message no matter how may retries I have done...
I saved the error log and copied it below...
[23:11:43.25] **************************************************
[23:11:43.25] [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd] has started...
[23:11:43.26] --------------------------------------------------
[23:11:43.26] Check SW Error...
[23:11:43.28] --------------------------------------------------
[23:11:43.28]
[23:11:43.28] Create ["C:\system.sav\ChkError.cmd.FAILURE.flg"] file...
[23:11:43.30]
[23:11:43.30] Logfile [C:\system.sav\Logs\CheckLog\ChkErr_PASS2_BBV1.log]...
[23:11:43.30]
[23:11:43.31] Check 2nd parameter [PASS2AFTERBBV1]
[23:11:43.31]
[23:11:43.33] Error Checking items : [MEMDUMP,APPSLOG,TIMEOUT]
[23:11:43.33] --------------------------------------------------
[23:11:43.33] Checking : Memory Dump
[23:11:43.34] Could not find memory dump...
[23:11:43.34]
[23:11:43.34] [DumpFile]
[23:11:43.36] Result=PASSED
[23:11:43.36] --------------------------------------------------
[23:11:43.37] Checking : Apps' log
[23:11:43.37]
[23:11:44.47] [AppsLog]
[23:11:44.55] Result=FAILED
[23:11:44.62] --------------------------------------------------
[23:11:44.69] Checking : Timeout in INSTALL.log
[23:11:44.76]
[23:11:44.83] Run [FIND.exe /I 'timeout with' C:\System.sav\Util\Install.log]
[23:11:45.23] Run [FIND.exe /I 'timeout wait' C:\System.sav\Util\Install.log]
[23:11:45.45] There is NO timeout in install.log file.
[23:11:45.51]
[23:11:45.59] [TIMEOUT]
[23:11:45.66] Result=PASSED
[23:11:45.75]
[23:11:45.86] --------------------------------------------------
[23:11:45.92] Some error detected...
[23:11:46.00]
[23:11:46.09] --------------------------------------------------
[23:11:46.16] [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd]
[23:11:46.26] found [1] SW issue[s]...
[23:11:46.33] --------------------------------------------------
[23:11:46.45] Refer the following file[s] if exists to see detail...
[23:11:46.53] C:\CTOERROR.flg , or
[23:11:46.61] C:\System.sav\*FAILURE.flg , or
[23:11:46.67] C:\system.sav\Logs\AllFailure.log
[23:11:46.77]
[23:11:46.86] --------------------------------------------------
[23:11:46.98]
[23:11:47.06] This is for customer image...
[23:11:47.16]
[23:11:47.22] Trigger CTO panic...
[23:11:47.36] **************************************************
[23:11:47.36] [C:\SYSTEM.SAV\ExitProc\DataColl\DumpBCD.cmd] has started...
[23:11:47.37] --------------------------------------------------
[23:11:47.37] STAGE : [DISABLE_SB_CMD]
[23:11:47.37] Dump BCD...
[23:11:47.39] --------------------------------------------------
[23:11:47.39]
[23:11:47.39]
Firmware Boot Manager
---------------------
identifier {fwbootmgr}
displayorder {bootmgr}
{7f47fb3f-0ec3-11e7-b908-806e6f6e6963}
{93e79e29-0eca-11e7-bf60-ef0252aeb0da}
{93e79e2b-0eca-11e7-bf60-ef0252aeb0da}
{93e79e2c-0eca-11e7-bf60-ef0252aeb0da}
{93e79e2a-0eca-11e7-bf60-ef0252aeb0da}
timeout 0
Windows Boot Manager
--------------------
identifier {bootmgr}
device partition=\Device\HarddiskVolume1
path \EFI\Microsoft\Boot\bootmgfw.efi
description Windows Boot Manager
locale en-US
inherit {globalsettings}
default {current}
resumeobject {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
displayorder {current}
toolsdisplayorder {memdiag}
timeout 30
Firmware Application (101fffff)
-------------------------------
identifier {7f47fb3f-0ec3-11e7-b908-806e6f6e6963}
description Internal Hard Disk or Solid State Disk
Firmware Application (101fffff)
-------------------------------
identifier {93e79e29-0eca-11e7-bf60-ef0252aeb0da}
description EFI USB Device
Firmware Application (101fffff)
-------------------------------
identifier {93e79e2a-0eca-11e7-bf60-ef0252aeb0da}
description EFI DVD/CDROM
Firmware Application (101fffff)
-------------------------------
identifier {93e79e2b-0eca-11e7-bf60-ef0252aeb0da}
description Notebook Hard Drive
Firmware Application (101fffff)
-------------------------------
identifier {93e79e2c-0eca-11e7-bf60-ef0252aeb0da}
description USB Hard Drive - TOSHIBA MSFT NORB
Firmware Application (101fffff)
-------------------------------
identifier {93e79e2d-0eca-11e7-bf60-ef0252aeb0da}
device partition=F:
description USB Hard Drive (UEFI) - TOSHIBA MSFT NORB
Windows Boot Loader
-------------------
identifier {current}
device partition=C:
path \windows\system32\winload.efi
description Windows 10
locale en-US
inherit {bootloadersettings}
recoverysequence {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
recoveryenabled Yes
isolatedcontext Yes
allowedinmemorysettings 0x15000075
osdevice partition=C:
systemroot \windows
resumeobject {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
nx OptIn
bootmenupolicy Standard
Windows Boot Loader
-------------------
identifier {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
device ramdisk=[\Device\HarddiskVolume5]\Recovery\WindowsRE\Winre.wim,{93e79e31-0eca-11e7-bf60-ef0252aeb0da}
path \windows\system32\winload.efi
description Windows Recovery Environment
locale en-us
inherit {bootloadersettings}
displaymessage Recovery
osdevice ramdisk=[\Device\HarddiskVolume5]\Recovery\WindowsRE\Winre.wim,{93e79e31-0eca-11e7-bf60-ef0252aeb0da}
systemroot \windows
nx OptIn
bootmenupolicy Standard
winpe Yes
Resume from Hibernate
---------------------
identifier {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
device partition=C:
path \windows\system32\winresume.efi
description Windows Resume Application
locale en-US
inherit {resumeloadersettings}
recoverysequence {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
recoveryenabled Yes
isolatedcontext Yes
allowedinmemorysettings 0x15000075
filedevice partition=C:
filepath \hiberfil.sys
bootmenupolicy Standard
debugoptionenabled No
Windows Memory Tester
---------------------
identifier {memdiag}
device partition=\Device\HarddiskVolume1
path \EFI\Microsoft\Boot\memtest.efi
description Windows Memory Diagnostic
locale en-US
inherit {globalsettings}
badmemoryaccess Yes
EMS Settings
------------
identifier {emssettings}
bootems No
Debugger Settings
-----------------
identifier {dbgsettings}
debugtype Serial
debugport 1
baudrate 115200
RAM Defects
-----------
identifier {badmemory}
Global Settings
---------------
identifier {globalsettings}
inherit {dbgsettings}
{emssettings}
{badmemory}
Boot Loader Settings
--------------------
identifier {bootloadersettings}
inherit {globalsettings}
{hypervisorsettings}
Hypervisor Settings
-------------------
identifier {hypervisorsettings}
hypervisordebugtype Serial
hypervisordebugport 1
hypervisorbaudrate 115200
Resume Loader Settings
----------------------
identifier {resumeloadersettings}
inherit {globalsettings}
Device options
--------------
identifier {93e79e31-0eca-11e7-bf60-ef0252aeb0da}
description Windows Recovery
ramdisksdidevice partition=\Device\HarddiskVolume5
ramdisksdipath \Recovery\WindowsRE\boot.sdi
[23:11:48.66]
[23:11:48.66] --------------------------------------------------
[23:11:48.66] [DumpBCD.cmd] has completed...
[23:11:48.67] **************************************************
[23:11:48.81] **************************************************
[23:11:48.81] [C:\SYSTEM.SAV\ExitProc\DrvLtr2ESP.cmd] has started...
[23:11:48.83] --------------------------------------------------
[23:11:48.83] Create ["C:\system.sav\DrvLtr2ESP.cmd.FAILURE.flg"] file...
[23:11:48.83]
[23:11:48.84]
[23:11:48.84] Detect ESP partition index...
[23:11:48.84]
[23:11:49.31] ESP partition index = [1]
[23:11:49.33] ESP drive letter = [NONE]
[23:11:49.33]
[23:11:49.33] Assign drive letter to ESP...
[23:11:49.33]
[23:11:53.59] Succeed in assigning drive letter to ESP
[23:11:53.59] Delete ["C:\system.sav\DrvLtr2ESP.cmd.FAILURE.flg"] file since no errors detected...
[23:11:53.61] --------------------------------------------------
[23:11:53.61] [DrvLtr2ESP.cmd] has completed...
[23:11:53.63] **************************************************
[23:12:23.61]
[23:12:23.63] --------------------------------------------------
[23:12:23.64] [ChkError.cmd] has completed...
[23:12:23.64] **************************************************
I tried to follow the instruction provided on http://support.hp.com/us-en/product/HP-Pavilion-17-g100-Notebook-PC-series-(Touch)/8502663/model/972... but there are no command prompt instructions on how to run the downloaded executable from the command window... Per instructions... am asked to open the command prompt window but am asked to double click...
- Click the Retry button and wait for the computer to restart automatically.
- On the Choose your keyboard layout option, select US.
- On the Choose an option screen, select Troubleshoot.
- On the Troubleshoot screen, select Advanced options.
- On the Advanced options screen, select Command Prompt.
- Insert the USB device which includes the bidfb_x64.exe file.
- Select the USB device and double click on the bidfb_x64.exe file.
- When the file has finished running, check and confirm the results message: Build Id and feature are updated successfully.
- Close the Command Prompt.
- Go back to Troubleshoot, then select HP Recovery Manager.
- On the HP Recovery Manager screen, select System Recovery.
- Select Recover without backing up your files.
- Click the Next button.
- Wait several minutes for the System Restore to display the Recovery is complete screen.
Driving me nuts... Please help...
03-22-2017 06:38 AM - edited 03-22-2017 06:47 AM
OK.
Are you unable to boot to Windows?
If you can boot to Windows, then please do so and open Windows File Explorer. If you are not aware of it, Windows File Explorer is the icon that looks like a file. Click on it to open it.
You should already have the files from the ftp://ftp.hp.com/pub/softpaq/sp72501-73000/sp72876.exe extracted to the flash drive.
Plug in the flashdrive with the downloaded file and click on the drive letter on the left-hand window that is the flash drive.
Now you should be able to see the exe file in the right-hand window. Now you can double click on it to run the executable.
That should allow it to run and get to the Build Id and feature are updated successfully message that lets you know it has completed its task.
If you cannot boot the notebopok to windows the file is still useable, but will require you to path to the exe file in the flash drive via the comand line instead. It is a bit more complex if you are not very familiar with the command line interface, but certainly doable.
I am letting HP know about the inherent flaw in the document that goes along with the file so it can be corrected and others won't have to face the same issue that you did. 🙂
I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"
03-22-2017 09:06 AM
I am unable to boot to Windows...
Running the following.... "X:\Windows\System32>start f:sp72876.exe" I get a message saying "The subsystem needed to support the image type is not present"
Same thing when I go to the USD drive via command line and try to run the .exe file.
03-22-2017 09:46 AM
OK.
I will ask to have your issue escalated.
In my conversation wioth HP about the document, it was agreed to remove the document and take a look at it.
I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"
03-22-2017 09:55 AM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.
I work on behalf of HP
