How do I cancel an Config Manager update that is stalled?

Question

I have a hotfix update (KB34503790) for Config Manager 2503 that is hung up and not progressing. It has been stalled at the "Check Site Server Readiness" phase for more than a day. I have restarted the server multiple times (which in turn, restarts all the services) and I have run the CMUpdate reset tool in "reset" and "delete" mode to no avail. When I ran the tool I received the message to contact SCCM CSS. I'm wondering if anyone has any suggestions? Thank you.

---

Moved from: System Center Operations Manager

Answer 1

To cancel a stalled Configuration Manager update, you can follow these steps:

1. Check Logs: First, review the CMUpdate.log file to understand the current status and any errors that might be causing the stall. This log file can provide insights into what is happening during the update process.
2. Use the CMUpdate Reset Tool: Since you have already run the CMUpdate reset tool, ensure you are using the correct command-line parameters. You can specify the SQL Server, site database name, and the GUID of the update package you want to reset. If you haven't done so, you can also use the -FDELETE parameter to force deletion of the update package if it was successfully downloaded.
3. Restart Services: After running the reset tool, restart the SMS Executive service on the top-tier site to refresh the update process.
4. Investigate Service Windows: Ensure that there are no service windows configured that might be preventing the update from proceeding. If a service window is in place, the update will wait until the window opens.
5. Contact Support: If the issue persists after trying the above steps, it may be necessary to contact Microsoft SCCM CSS for further assistance, especially since you received a message indicating to do so after running the reset tool.

These steps should help you in addressing the stalled update issue.

Answer 2

Dear Rodney Thomason,

Thank you for reaching out to the Microsoft Q&A Forum.

I understand that having a Config Manager update stalled in the "Check Site Server Readiness" phase presents a significant operational hurdle, particularly when standard remediation tools like CMUpdateReset.exe have not yielded the expected results.

You could try following these steps to solve this issue:

1. Terminate phantom prerequisite processes:
   • Log in to the Site Server (and the Service Connection Point if they are separate).
   • Open Task Manager and navigate to the Details tab.
   • Look for any instances of prereqchk.exe or cmupdate.exe.
   • Right-click and select End Task for these specific processes.
2. Manual service shutdown:
   • Open services.msc.
   • Stop the SMS_EXECUTIVE service.
   • Stop the SMS_SITE_COMPONENT_MANAGER service.
   • Ensure the CONFIGURATION_MANAGER_UPDATE service is stopped.
3. Database state verification (SQL):
   • Open SQL Server Management Studio (SSMS) and connect to your site database.
   • Execute the following query:

          SELECT * FROM CM_UpdatePackages 
          WHERE Name = 'Configuration Manager 2503' OR PackageGuid = 'YOUR-PACKAGE-GUID-HERE'
     

   • Observe the State column: State 3 = Installed; State 7 = Retry; State 8 = Checking Prereqs.
4. Re-attempt the CMUpdate reset tool:
   • Open an Elevated Command Prompt.
   • Navigate to the directory containing CMUpdateReset.exe (usually \cd.latest\SMSSETUP\TOOLS\CMUpdateReset).
   • Run this command:

          CMUpdateReset.exe -FDELETE -GUID <GUID_of_KB34503790>
     

5. Restoration:
   • Start the SMS_SITE_COMPONENT_MANAGER service.
   • Start the SMS_EXECUTIVE service.
   • Monitor the dmpdownloader.log and hman.log. The update should reappear in the console as "Available to Download" or "Ready to Install" after the system performs a new sync.

Please understand that our initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.