9C59 error when trying to update/install IE 11

[irish1424]

I have been having this error for quite some time now and have been reading forums about the issue all over the internet. I can't seem to find what I am looking for or what I am reading for a solution is "over my head" so I thought I would post a topic about it. Here is a copy of my IE11_main.log. There errors are the same each time I try to update to IE11. Should also note that myself and two others out of 270 users/machines can't get IE11 at my work. I am not sure they are having the same issue/error as me though.

Thank you for any and all help, Rob

copy of IE11_main.log

00:00.000: Started: 2014/10/16 (Y/M/D) 16:24:33.624 (local)
 
00:00.000: Time Format in this log: MM:ss.mmm (minutes:seconds.milliseconds)
 
00:00.000: Command line: "C:\Windows\SoftwareDistribution\Download\Install\IE11-Windows6.1-x86-en-us.exe" /WSUS
 
00:00.000: INFO: Setup installer for Internet Explorer: 11.0.9600.16428
 
00:00.016: INFO: Previous version of Internet Explorer: 10.0.9200.17088
 
00:00.016: INFO: Checking if iexplore.exe's current version is between 11.0.9600.0..
.
00:00.016: INFO: ...and 11.1.0.0...
 
00:00.016: INFO: Maximum version on which to run IEAK branding is: 11.1.0.0...
 
00:00.016: INFO: iexplore.exe version check success. Install can proceed.
 
00:00.016: INFO: Operating System: Windows Workstation: 6.1.7601 (Service Pack 1)
 
00:00.016: INFO: Trying to extract ID: SetupDownloadList.txt (0) as "SetupDownloadList.txt"
 
00:00.016: INFO: Trying to extract ID: HardwareBlockingList.xml (0) as "HardwareBlockingList.xml"
 
00:00.016: INFO: Trying to extract ID: 6006 (0) as "IE11-neutral.Extracted.cab"
 
00:00.187: INFO: Trying to extract ID: 5501 (1033) as "Spelling_en.msu"
 
00:00.187: INFO: Extracted Spelling dictionary for en to C:\Windows\TEMP\IE112FD.tmp\Spelling_en.msu.
 
00:00.187: INFO: Trying to extract ID: 5502 (1033) as "Hyphenation_en.msu"
 
00:00.187: INFO: Extracted Hyphenation dictionary for en to C:\Windows\TEMP\IE112FD.tmp\Hyphenation_en.msu.
 
00:00.187: INFO: Trying to extract ID: 6128 (1033) as "IE11-support.cab"
 
00:00.967: INFO: Launched program to check hardware: "C:\Windows\TEMP\IE112FD.tmp\IE11-SUPPORT\IEXPLORE.EXE" /CheckHardware "C:\Windows\TEMP\IE112FD.tmp\HardwareBlockingList.xml"
 
00:01.014: INFO: Hardware support check succeeded. Installation will continue.
 
00:01.014: INFO: Windows 7 operating system detected.
 
00:01.014: INFO: Service pack major: 1
 
00:01.014: INFO: Service pack minor: 0
 
00:01.014: INFO: Service pack name: Service Pack 1
 
00:01.014: INFO: Version Check for (KB2834140) of C:\Windows\System32\d3d11.dll: 6.2.9200.16570 >= 6.2.9200.16570 (True)
 
00:01.014: INFO: Version Check for (KB2670838) of C:\Windows\System32\api-ms-win-downlevel-user32-l1-1-0.dll: 6.2.9200.16492 >= 6.2.9200.16426 (True)
 
00:01.014: INFO: Version Check for (KB2639308) of C:\Windows\System32\Ntoskrnl.exe: 6.1.7601.18409 >= 6.1.7601.17727 (True)
 
00:01.030: INFO: Version Check for (KB2533623) of C:\Windows\System32\api-ms-win-security-base-l1-1-0.dll: 6.1.7601.18229 >= 6.1.7601.17617 (True)
 
00:01.030: INFO: Version Check for (KB2731771) of C:\Windows\System32\conhost.exe: 6.1.7601.18229 >= 6.1.7601.17888 (True)
 
00:01.030: INFO: Checking for correct version of C:\Windows\Fonts\segoeui.ttf.
 
00:01.030: INFO: Version Check for (KB2786081) of C:\Windows\System32\taskhost.exe: 6.1.7601.18010 >= 6.1.7601.18010 (True)
 
00:01.045: INFO: Version Check for (KB2888049) of C:\Windows\System32\drivers\tcpip.sys: 6.1.7601.18438 >= 6.1.7601.18254 (True)
 
00:01.045: INFO: Version Check for (KB2882822) of C:\Windows\System32\tdh.dll: 6.1.7601.18247 >= 6.1.7601.18247 (True)
 
00:01.685: INFO: IE Setup Language pack included: C:\Windows\TEMP\IE112FD.tmp\IE-Spelling-en.cab
 
00:01.685: INFO: IE Setup Language pack included: C:\Windows\TEMP\IE112FD.tmp\IE-Hyphenation-en.cab
 
00:01.685: INFO: Waiting for 0 prerequisite downloads.
 
00:01.685: INFO: The neutral pack was not successfully downloaded from the internet. Installation will continue using the extracted package.
 
00:01.685: INFO: Waiting for 0 language pack downloads.
 
00:01.685: INFO: Language pack downloads completed. (exit code = 0xffffffff (4294967295)).
 
00:01.997: INFO: No reboot logic message NrApiStart(0), lParam=0x01f21248 returned 0x00000000.
 
00:02.371: INFO: No reboot logic message NrApiScan(1), lParam=0x00000001 returned 0x00000000.
 
00:02.371: INFO: No reboot logic message NrApiStartInstall(4), lParam=0x00000001 returned 0x00000014.
 
00:02.371: INFO: Installing with the extracted package. C:\Windows\TEMP\IE112FD.tmp\IE11-neutral.Extracted.cab
 
00:02.403: INFO: Launched package installation: C:\Windows\System32\dism.exe /online /add-package /packagepath:C:\Windows\TEMP\IE112FD.tmp\IE11-neutral.Extracted.cab /quiet /norestart
 
00:09.313: INFO: Process exit code 0x00000002 (2) [The system cannot find the file specified. ]
 
00:09.313: ERROR: Neutral package installation failed (exit code = 0x00000002 (2)).
 
00:09.313: INFO: No reboot logic message NrApiInstallDone(7), lParam=0x00009c59 returned 0x00000000.
 
00:09.313: INFO: No reboot logic message NrApiStartFinish(11), lParam=0x00000000 returned 0x00000000.
 
00:09.313: INFO: No reboot logic message NrApiFinish(12), lParam=0x00000000 returned 0x00000016.
 
00:09.345: INFO: Setup exit code: 0x00009C59 (40025) - The neutral cab failed to install.
 
00:09.376: INFO: Scheduling upload to IE SQM server: [URL]http://sqm.microsoft.com/sqm/ie/sqmserver.dll[/URL]
 
00:11.919: ERROR: SQM Upload failed while uploading 
"C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup0.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup1.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup2.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet 
Files\SQM\iesqmdata_setup3.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup4.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup5.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup6.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup7.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading "C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup8.sqm" with error: 2147954575
 
00:11.919: ERROR: SQM Upload failed while uploading 
"C:\Windows\system32\config\systemprofile\AppData\Local\Microsoft\Windows\Temporary Internet Files\SQM\iesqmdata_setup9.sqm" with error: 2147954575
 
00:14.446: INFO: Cleaning up temporary files in: C:\Windows\TEMP\IE112FD.tmp
 
00:14.461: INFO: Unable to remove directory C:\Windows\TEMP\IE112FD.tmp, marking for deletion on reboot.
 
00:14.461: INFO: Released Internet Explorer Installer Mutex

 

[NoelDP]

Please follow the Windows Update Posting Instructions and post the requested data
If the file is too large (8MB compressed), remove the older CBSPersist cab files until the final file is below the limit - you can always post them separately after zipping them. (the forum doesn't allow the upload of bare CAB files, for a number of reasons)

 

[irish1424]

NoelDP thank you for taking the time to look at this and I hope you can help. I have read plenty of your responses in other posts and again look forward to hearing back from you.


View attachment 337442

 

[NoelDP]

I need the CBS and CheckSUR logs as well please.

All the errors in the log appear to refer to failing a SSL connection.

 

[irish1424]

here is my cbs log still trying to locate my checkSUR. Thank you

View attachment 337480

 

[NoelDP]

Here's the only significant error from your CBS.log...

2014-10-20 13:07:49, Info                  CBS    Exec: Staging Package: Microsoft-Windows-ImageBasedSetup-IE-Package-Base-Downlevel~31bf3856ad364e35~x86~en-US~6.3.9600.16428, Update: Microsoft-Windows-ImageBasedSetup-IE-Package-Base-Downlevel, PinDeployment: x86_microsoft-windows-i..nlevel-languagepack_31bf3856ad364e35_6.3.9600.16428_en-us_03be6aa924039656
2014-10-20 13:07:49, Info                  CBS    Failed to find file: x86_microsoft-windows-ieframe_31bf3856ad364e35_11.2.9600.17126_none_eafb83640ab73fcb\ieframe.ptxml [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-20 13:07:49, Info                  CBS    Failed to gather all required files. [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-20 13:07:49, Info                  CBS    Failed to gather all missing files for package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428 [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-20 13:07:49, Info                  CSI    [EMAIL="000003ee@2014/10/20:17:07:49.959"]000003ee@2014/10/20:17:07:49.959[/EMAIL] CSI Transaction @0x4f5fe00 destroyed
2014-10-20 13:07:49, Error                 CBS    Failed to pre- stage package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428 [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-20 13:07:49, Info                  CBS    Perf: Stage chain complete.

This looks as if it is probably due to a simple bad download - I suggest trying to install from the IE11 standalone available here...
Download Internet Explorer 11 (Offline installer) - Internet Explorer

 

[irish1424]

NoelDP-

Thank you and I did that and it did not install, I have actually tried that before with no luck. Here is the IE 11 main log after trying to install it along with the cbs log. I clicked on the IE troubleshooting link and it suggested that installing any prerequisites, I should have them all because I am plug into my works network.

link from toubleshooter: Troubleshooting a failed installation of Internet Explorer 11


View attachment 337618

View attachment 337619


Again thank you for all your help.

 

[NoelDP]

Here's the full error sequence from the CBS log - for the first of today's three attemtps.

2014-10-21 10:06:18, Info                  CBS    Exec: Staging Package: Microsoft-Windows-ImageBasedSetup-IE-Package-Base-Downlevel~31bf3856ad364e35~x86~en-US~6.3.9600.16428, Update: Microsoft-Windows-ImageBasedSetup-IE-Package-Base-Downlevel, PinDeployment: x86_microsoft-windows-i..nlevel-languagepack_31bf3856ad364e35_6.3.9600.16428_en-us_03be6aa924039656
2014-10-21 10:06:18, Info                  CBS    Failed to find file: x86_microsoft-windows-ieframe_31bf3856ad364e35_11.2.9600.17126_none_eafb83640ab73fcb\ieframe.ptxml [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    Failed to gather all required files. [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    Failed to gather all missing files for package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428 [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CSI    [EMAIL="0000018d@2014/10/21:14:06:18.424"]0000018d@2014/10/21:14:06:18.424[/EMAIL] CSI Transaction @0x474e1c8 destroyed
2014-10-21 10:06:18, Error                 CBS    Failed to pre- stage package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428 [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    Perf: Stage chain complete.
2014-10-21 10:06:18, Info                  CBS    Failed to stage execution chain. [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Error                 CBS    Failed to process single phase execution. [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    WER: Generating failure report for package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428, status: 0x80070002, failure source: Stage, start state: Resolved, target state: Installed, client id: DISM Package Manager Provider
2014-10-21 10:06:18, Info                  CBS    Failed to query DisableWerReporting flag.  Assuming not set... [HRESULT = 0x80070002 - ERROR_FILE_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    Failed to add %windir%\winsxs\pending.xml to WER report because it is missing.  Continuing without it...
2014-10-21 10:06:18, Info                  CBS    Failed to add %windir%\winsxs\pending.xml.bad to WER report because it is missing.  Continuing without it...
2014-10-21 10:06:18, Info                  CBS    Reboot mark refs: 0
2014-10-21 10:06:18, Info                  CBS    SQM: Reporting package change for package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428, current: Resolved, pending: Default, start: Resolved, applicable: Installed, target: Installed, limit: Installed, hotpatch status: StillGoing, status: 0x0, failure source: Stage, reboot required: False, client id: DISM Package Manager Provider, initiated offline: False, execution sequence: 935, first merged sequence: 935
2014-10-21 10:06:18, Info                  CBS    SQM: Upload requested for report: PackageChangeBegin_Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428, session id: 142859, sample type: Standard
2014-10-21 10:06:18, Info                  CBS    SQM: Ignoring upload request because the sample type is not enabled: Standard
2014-10-21 10:06:18, Info                  CBS    SQM: Reporting package change completion for package: Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428, current: Resolved, original: Resolved, target: Installed, status: 0x80070002, failure source: Stage, failure details: "(null)", client id: DISM Package Manager Provider, initiated offline: False, execution sequence: 935, first merged sequence: 935
2014-10-21 10:06:18, Info                  CBS    SQM: stage time performance datapoint is invalid. [HRESULT = 0x80070490 - ERROR_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    SQM: execute time performance datapoint is invalid. [HRESULT = 0x80070490 - ERROR_NOT_FOUND]
2014-10-21 10:06:18, Info                  CBS    SQM: Win SAT assessment state is invalid.
2014-10-21 10:06:18, Info                  CBS    SQM: average disk throughput datapoint is invalid [HRESULT = 0x80004005 - E_FAIL]
2014-10-21 10:06:18, Info                  CBS    SQM: Upload requested for report: PackageChangeEnd_Microsoft-Windows-InternetExplorer-Package-TopLevel~31bf3856ad364e35~x86~~11.2.9600.16428, session id: 142862, sample type: Standard
2014-10-21 10:06:18, Info                  CBS    SQM: Ignoring upload request because the sample type is not enabled: Standard
2014-10-21 10:06:18, Info                  CBS    Enabling LKG boot option
2014-10-21 10:06:18, Info                  CBS    Exec: End: nested restore point - complete.

Again, the problem is a 'file not found' error.
What AV are you using?
Avast has caused similar problems - and if this is the cause it needs to be completely uninstalled before the update will go in,as even switching it off doesn't prevent the interference.

 

[irish1424]

We use Symantec Endpoint Protection

 

[NoelDP]

I have no experience of that - although I much prefer 'Symantec' to 'Norton' products.
It may be worth trying a clean-boot process and installing it there...
How to perform a clean boot in Windows

 

[irish1424]

I will try that and keep you informed, thank you again.