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Windows Server 2012 R2 Update (KB2919355) never installs

Posted on 2014-12-30
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Last Modified: 2015-01-10
Hi fellas,

I have a Server 2012 R2 machine that consistently fails to install KB2919355, also called Windows Server 2012 R2 Update.  I've tried via Microsoft Update and manually.  The update shows up in Microsoft Update.  It downloads and appears to install.  Then on the reboot it says it failed to install the update, rolls back, and reboots.  I tried applying the patch manually, following the instructions regarding installation order here:
 
http://www.microsoft.com/en-us/download/details.aspx?id=42335

No difference.

KB2919442 is installed.  

Also tried:
Dism /Online /Cleanup-Image /RestoreHealth
And the fixit here:
https://support.microsoft.com/kb/971058?wa=wsignin1.0
And this:
Net stop wuauserv
rd /s %windir%\softwaredistribution\
Net start wuauserv

No luck.

I've linked below to an excerpt of the machine's WindowsUpdate.log file, which includes the last attempt to download and install updates.

https://onedrive.live.com/redir?resid=E33D98BA21C630C5!4178&authkey=!ABd0kRfvXcD8mXk&ithint=file%2clog

Installed server roles include IIS, File Services, and WSUS.
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Question by:imtt321
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LVL 23

Expert Comment

by:Thomas Grassi
ID: 40525389
Did you see this?

To confirm the exact version of Windows Server 2012 R2 that is installed on a computer, run Msinfo32.exe. If Windows Server 2012 R2 Update is installed, the value reported for Hardware Abstraction Layer will be 6.3.9600.17031.

from this

http://technet.microsoft.com/en-us/library/dn645472.aspx

failing possibly because it is already implemented
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Author Comment

by:imtt321
ID: 40525394
Hardware Abstraction Layer version in MSINFO32 reports as 6.3.9600.16500
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LVL 23

Expert Comment

by:Thomas Grassi
ID: 40525403
0
 

Author Comment

by:imtt321
ID: 40525440
The answers forum points me to troubleshooting steps already attempted, such as manually installing, for which I very meticulously followed the installation instructions, and running Dism /Online /Cleanup-Image /RestoreHealth, which didn't work either.  I ran the dism command twice, once using Windows Update as the source and once using a Server 2012 R2 Datacenter install disc as the source.

The Technet forum link points to the problem being with the antivirus.  We're running Symantec Endpoint Protection 12.1.5.  Installation of the update fails whether it is enabled or disabled.

I did find this link:

http://www.thewindowsclub.com/windows-8-1-update-fails-to-install

Following these directions presently.
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LVL 23

Expert Comment

by:Thomas Grassi
ID: 40525445
I would completely uninstall the Sysmantec product.

I have seen many times in the past where AV products get in the way even when you turn them off. They really are not turned off.
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Author Comment

by:imtt321
ID: 40525648
Okay, Symantec has been uninstalled completely.  Still no luck.

I also followed the instructions in the above windowsclub link, which entailed:

Running Dism /Online /Get-Packages to see if KB2919355 shows up.  It does, but it shows as staged, not installed.

Used DISM /online /remove-package /packagename:Package_for_KB2919355~31bf3856ad364e35~amd64~~6.3.1.14 to get rid of the staged update.

Then ran:
DISM /online /cleanup-image /startcomponentcleanup
and
DISM /online /cleanup-Image /restorehealth /source:[path to install.wim]
Then rebooted.  Tried installing from Windows Update.

Same result.
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LVL 27

Expert Comment

by:serialband
ID: 40525757
How about trying the install in safe mode?
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Author Comment

by:imtt321
ID: 40527993
Safe Mode:

Booted into safe mode using msconfig > Safe mode > Network option.  Once in safe mode, windows update service was disabled and not alterable from services.msc.  Ran these two commands:

REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\wuauserv" /VE /T REG_SZ /F /D "Service"

net start wuauserv

This enabled me to manually install the updates.  I didn't reboot until the final update in the list was complete.

But the result was still the same.  The server tried to install the updates, failed, and rebooted to roll them back.
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Author Comment

by:imtt321
ID: 40528010
I wonder if I've found something.  I've been nosing around the CBS.log file found in c:\windows\logs\cbs\cbs.log and found several suspicious errors:

"Extraction of file: update.ses failed because it is not present in the container."

"Not able to add file to extract: update.ses [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]"

Googling isn't yielding much yet.

Further, after the failure of the manual install, cbs.log throws this error as well:

Failed installing driver updates [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
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Accepted Solution

by:
imtt321 earned 0 total points
ID: 40531489
This is resolved.  Turns out to have been a result of a USB Restriction GPO which locked down permissions to USBSTOR.sys, which KB2919355 has to update, and fails if it can't.  Once we remediated the policy on the machine and restored the correct permissions to the file, the update went through just fine.

Sorry to waste you guys' time.
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Author Closing Comment

by:imtt321
ID: 40541806
We isolated the issue to the failure of USBSTOR.sys to update as part of the KB2919355 installation, as reported in CBS.log.
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