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3719
April 25th, 2016 10:00
Random Seek Tests failed to start only at the time of Default test.
OS:Windows7 SupportAssist Version:1.2.6793.01
My PC has a SSD drive and 5 HDD drives. When Default test is run, Random seek tests failed at 5 HDD drives with the messages "Module Failed To Start".
But all 5 HDD drives can pass the tests including Random seek test by "Scan a Specific Device".
I have already done clean install of SupprtAssist by the way described in the previous post. But it didn't go well.
I can check my system by using "Scan a Specific Device" but it is slightly inconvenient.
Please help me. I'm sorry, my English is not good.
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jbilinski
5 Practitioner
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146 Posts
0
May 6th, 2016 07:00
Donguri,
Disregard the CertVerifyOnFile executable step. This was for a different issue relating to SupportAssist failure to install issue.
With your issue…what PC-Doctor has found here is that on a system with this many drives, when the tests are trying to load at the same time that we are loading CPU and memory stress testing, the load prevents the modules from getting loaded on all drives before hitting timeouts. We have a plan to implement a delay start on the CPU portion of this test and this will be implemented with the 1.3 release planned for release in July.
Donguri
5 Posts
0
May 7th, 2016 10:00
Joe, I thank you and PC-Doctor team very much for analysis of my issue.
I was relieved by the response.
Now I am waiting for the new release in July.
jbilinski
5 Practitioner
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146 Posts
0
April 26th, 2016 07:00
Donguri,
Sorry for the delayed response. I reached out to the PC-Doctor team and this is something they haven’t seen before and requested debug logs from your system. Please follow the below steps.
At an admin command prompt navigate to c:\program files\Dell\SupportAssist and run the following command:
Pcdrcui.exe -enabledebuglogs
Attempt to launch the application and reproduce the issue. Close any open dialogs or error messages.
Return to the admin command prompt (which should still be in the SupportAssist directory and run
LogGrabber.exe
When that is completed, run the following command:
Pcdrcui.exe -disabledebuglogs
Once you have the pcd_logs.zip file, I’ll IM you a location to upload as the file can be very large.
Joe
Donguri
5 Posts
0
April 27th, 2016 10:00
Thank you for your kindness, Mr. Joe B.
I made the pcd_log.zip file as you told.
Please tell me how to send it to you.
jbilinski
5 Practitioner
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146 Posts
0
April 27th, 2016 12:00
I sent over the location via an IM, let me know if you don't receive it
Donguri
5 Posts
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May 1st, 2016 07:00
I'm sorry to late reply.
I uploaded the PCD_logs.zip to where you said.
Thank you.
jbilinski
5 Practitioner
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146 Posts
0
May 2nd, 2016 10:00
Thank you for uploading the logs. I’ve sent them over to the PC-Doctor team for analysis. Please allow a couple of days before they respond
jbilinski
5 Practitioner
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146 Posts
0
May 3rd, 2016 13:00
Donguri,
PC-Doctor team has the logs and are still investigating. The error indicates that the certificate is invalid, but this is not happening across the board so we need to collect additional information.
Could you run this utility at an admin command prompt with the following command line:
CertVerifyOnFile2.exe > C:\Output.txt
and send me the resulting text file (c:\output.txt).
You can copy the output file to the same location I sent via IM
Donguri
5 Posts
0
May 5th, 2016 03:00
Hello, Joe.
I'm sorry but I think I don't have the CertVerifyOnFile2.exe.
Is this a part of Windows7 OS?
Or how can I get it?
jbilinski
5 Practitioner
•
146 Posts
0
May 5th, 2016 08:00
I apologize, the PC-Doctor team sent me a zip file called “passCertVerifyOnFile2.zip” but the firewall hid the file. I just uploaded it to the same URL we’ve been using. Please download and extract, the password is “dell”. Run the command from the file location or copy the exe to C:\ and run. Let me know when the results are uploaded.