Understand and troubleshoot Updates and Servicing in Configuration Manager

Applies to: System Center Configuration Manager (current branch - version 1810)System Center Configuration Manager (current branch - version 1806)System Center Configuration Manager (current branch - version 1802)


This guide is intended to help administrators understand the Updates and Serving node in Microsoft System Center Configuration Manager (current branch). This guide can also help you troubleshoot common issues that you may encounter during the process.

This guide is divided into the following sections:


Configuration Manager synchronizes with the Microsoft cloud service to get updates that apply to your infrastructure and version. You can install these updates from within the Configuration Manager console.

To view and manage the updates, make sure that you have the required permissions. Then, navigate to Administration > Cloud Services > Updates and Servicing in the Configuration Manager console. For more information, see Install in-console updates for Configuration Manager.

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Downloading updates

The service connection point is responsible for downloading updates that apply to your Configuration Manager infrastructure. In online mode, it automatically checks for updates every 24 hours, and downloads new updates that are available for your current infrastructure and product version to make them available in the Configuration Manager console. When your service connection point is in offline mode, use the service connection tool to manually sync with the Microsoft cloud.

The following steps explain the flow in which an online service connection point downloads in-console updates:

Consider the following relevant folders:

  • %Program Files%\Microsoft Configuration Manager\CMUStaging

    This folder contains ConfigMgr manifest cab (for example: https://download.microsoft.com/download/5/2/C/52C5F0D5-2095-4227-BBA4-D3205D9B9714/ConfigMgr.Update.Manifest.cab) that is downloaded and extracted by Hman.
  • %Program Files%\Microsoft Configuration Manager\EasySetupPayload

    This folder contains the actual installation files for an update. There is no Setup.exe file. Instead, an Install.map file is used for installing.
  • %Program Files%\Microsoft Configuration Manager\CMUClient

    This folder contains the latest client installation files. The files are copied directly from the EasySetupPayload folder. This will become a package that is named Configuration Manager Client Package and that gets replicated to all child primary sites.

Troubleshoot downloading issues

When an update is stuck at "Downloading" in the console, check DMPDownloader.log to see whether the service connection point is currently downloading files. For connection issues, check whether the Internet access requirements are met.

Download failures may occur during the following phases:

  • Downloading the manifest cab.

    You can test by using the direct download link in Internet Explorer to get the output. For example, use:

  • Downloading the actual Easy Setup package.

    You can test by using the direct download link in Internet Explorer to get the output. For example, use:


Note You can replace the package GUID in the sample URLs by using the GUID that is returned by the following SQL query:

select * from CM_Updatepackages

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Before you install an update

Update replication

The following steps explain the flow for an in-console update in which the installation replicates to additional sites:

Troubleshoot replication issues

General troubleshooting steps:

Issue 1: Error "Failed to calculate hash SMS_HIERARCHY_MANAGER"


You receive an error message that resembles the following in Hman.log:

In this case, you can't access the \\<SiteServer>\EasySetupPayLoad folder.


To fix this issue, make sure that the EasySetupPayLoad folder is shared on the site server.

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Prerequisite check

The following steps explain the process of extracting the update to run prerequisite checks before installing updates at a central administration site or primary sites.

Troubleshoot prerequisite check issues

Important Do not delete anything from the database. Before you modify the State value in the database, make sure that you understand the state.

What you have to know before you start:

  • Prerequisite check for the Easy Setup package is different from media installation.
  • During prerequisite check, various checks are performed, including (but not limited to) the following:
    • Whether the site is a top-level site
    • Whether the site is in interop mode
    • Whether replication for Easy Setup, Client Upgrade, and Client Pilot package succeeded
    • Whether DRS is active
  • Prerequisite check usually doesn’t occur for most updates. It occurs only on major upgrades, such as to version 1610, 1606, or 1602.

When you troubleshoot issues during prerequisite check, collect the results of the following SQL queries from CAS and all primary sites:

  • Select PackageGuid, State, Flag from CM_updatepackages
  • Select PackageGUID, SiteNumber, Name, State, SiteStatus, RecoveryCount from CM_UpdatePackageSiteStatus a inner join serverdata b on a.SiteNumber = b.ID
  • Select * from CM_UpdatePackagePrereqStatus where PackageGUID = 'GUID of the package to be installed'
  • Select * from CM_UpdateReadiness
  • Select * from CM_UpdateReadinessSite
  • Select * from EasySetupSettings

Check the version of the Easy Setup package, and match it to the version of Distmgr and the Smspackages table.
Refer to the prerequisite check process, and determine the step in which the process gets stuck. Also, look for specific status messages that indicate the issue to fix.

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Installing updates

The following steps explain the process in which a site starts installing updates.


  • Update.map contains the list of updates and files to be replaced and added. To review the list of files, open update.map in Notepad.
  • Install.map contains the list of steps that the installation process runs. It serves as a workflow for Cmupdate.exe that provides the steps and parameters to run in order.
  • For major upgrades, check ConfigMgrSetup.log for details.
  • For minor upgrades, check CMUpdate.log for details.

Troubleshoot installation issues

When an update gets stuck in the "Installing" state in the console, it may be caused by one of the following:

  • A top-level site is installing the update. In this case, check CMUpdate.log for details.
  • Content Replication hasn't finished. In this case, check DistMgr.log and Sender.log by using the PackageID value.
  • The child primary site is still installing the update.
  • Installation can't start because of errors in CMUpdate.

    In this case, review CMUpdate.log. Because CMUpdate is single threaded, you can look for the thread ID, and then filter the log by using the thread ID.

    If the error is related to permissions, verify the permissions.

    If the error shows a script or table failure, collect additional logs, such as SQL Server logs, and then find the relevant table.

Retry installation of a failed update in console

To do this, see Retry installation of a failed update.

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For more information about Updates and Servicing in Configuration Manager, see the following articles:

You can also post a question in our Configuration Manager support forum.

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