Offline corruption recovery

[nootsponge]

This isn't exclusively for Windows 11 but it's very general so I didn't want to put it in the actual Windows Update forum. I'm a new user here and I work for Geek Squad (I know the reputation of some Geek Squad locations isn't the greatest but I'm trying to reverse that stigma...). A large majority of my job is attempting to recover Windows installations that will not boot for one reason or another. Most of the time it is related to some important corrupted files. I much prefer fixing the problem without data loss/reinstalling the OS from scratch, but most of the time since the OS doesn't boot I'm limited to very few options. My main goal in starting this discussion is to get some insight on how I might go about recovering said offline Windows installations. Let me give an example to help:

• Client brings in their PC because it is not booting.
• Device is bootlooping, manage to get into the recovery environment.
• Run the typical stack: chkdsk, sfc, dism.
• DISM detects component store corruption but source files cannot be found.

I have attempted to read the DISM.log to gather the missing/corrupted packages, load them onto a USB, and use that as a "source" for DISM but that has never worked for me for one reason or another (possibly format, not accepting .wim or individual packages). And the other day I ended up downloading an MSU file and attempting to re-add the package that was missing, but then ran into another issue of DISM not being able to read the unattend.xml. I can only assume these issue stem from the OS being offline and not being able to access certain resources it needs to fully recover itself. What options do I have to repair the OS from an offline state considering these circumstances?

I'm not much for one to join forums but this seems like a very knowledgeable community, and I appreciate any insight you all may have!

 

[Corday]

I would just get into Windows RE and try letting the Troubleshooter do the work. Have a cup of coffee or work on about 3 other computers and by that time your results should be either pass or fail. If you get into Windows then run an SFC scan to ensure all will be OK. Hope that eventually you graduate to owning your own repair shop.

 

[nootsponge]

I would just get into Windows RE and try letting the Troubleshooter do the work. Have a cup of coffee or work on about 3 other computers and by that time your results should be either pass or fail. If you get into Windows then run an SFC scan to ensure all will be OK. Hope that eventually you graduate to owning your own repair shop.

Pretty much always fails unfortunately. Assuming you're talking abt the startup repair option. Sometimes the srt log provides some info but not very much.

 

[Corday]

I'm sure you have the tools to keep a system image prior to doing a complete Windows re-install. Even so, a Repair Install should still fix the issue. One possible cause is your customer installed with a Microsoft rather than local account and as far fetched as it may seem chose the option recently to block Microsoft accounts. Finally, try booting to bios and resetting to default.

 

[Digerati]

(I know the reputation of some Geek Squad locations isn't the greatest but I'm trying to reverse that stigma...).

Good luck with that. Sadly, BB shot themselves in both feet with that by failing, at that very beginning, to (1) hire qualified technicians, (2) establish a quality and on-going training program to keep their techs proficient, and (3) pay those techs a reasonable wage that would incentivize a desire to provide the best service possible.

This problem and bad reputation was compounded by BB management forcing their level-1 techs to follow a troubleshooting checklist/flowchart, much like many online and phone tech support services do. They also prevented those techs from deviating from said checklists even if the tech knows exactly what the problem was and how to fix it quickly without further collateral damage.

Like on-line and phone tech support, this is NOT the fault of the level-1 technicians. It is a management failure for a lack of training and failure to "empower" their techs to deviate from those checklists when appropriate. But, sadly, those techs are the face of the service and get the blame. Also sad, most happy customers do not take the time to write positive reviews so the negative reviews pile up and skew reality.

You are correct to say "some" GS locations because it is true, some (actually most) are better than a few not-so-good locations. But sadly, the general public does not know the difference. Also sadly, when it comes to bad reputations, the general public has a long, often unforgiving memory too.

I much prefer fixing the problem without data loss/reinstalling the OS from scratch

A perfect example of how it should be. An OS reinstall from scratch should ALWAYS be a last resort option. For one, if hardware related, an OS reinstall often does not fix the problem. Unless a good back up was made, user files, including installed 3rd party programs are also lost. And even if the reinstall fixes the problem, nothing is learned to stop the user from re-introducing the problem.

I note on multiple occasions over the years, several users were diligent at keeping current backups, but failed to "practice safe computing". That is, they failed to keep the OS or their security current, and they were "click-happy" on nearly every unsolicited link they saw. The problem then was, malware infected their systems AND their backups. So when they did a "format and reinstall", then copied back all their personal files they immediately re-infected their computers again.

On corporate systems where essentially every system is a mirror image of some standard image, and all data is stored on a file server, then sure, a quick format and re-imaging to start over gets the computer back on line and more importantly back "in production". But that, of course, if not how typical SOHO and "personal" computers are used.

What options do I have to repair the OS from an offline state considering these circumstances?

Very little.

I agree with Corday and these days (with W10 and W11) letting Windows' own repair/recovery tools is pretty much the best option UNLESS the user has a current and clean backup image. But sadly, that is rarely the case. So when a client brings a computer into the shop, we start by asking, in the most non-judgmental tone as possible, "Where's your backup?" And when they respond they don't have one, we emphasis "No promises". Now usually, we can recover most of their personal files and make sure they are not infected. But recovering all their personalizations, configurations, and installed programs? If a Windows recovery/repair does not work, it is not worth the time.

 

[nootsponge]

Good luck with that. Sadly, BB shot themselves in both feet with that by failing, at that very beginning, to (1) hire qualified technicians, (2) establish a quality and on-going training program to keep their techs proficient, and (3) pay those techs a reasonable wage that would incentivize a desire to provide the best service possible.

This problem and bad reputation was compounded by BB management forcing their level-1 techs to follow a troubleshooting checklist/flowchart, much like many online and phone tech support services do. They also prevented those techs from deviating from said checklists even if the tech knows exactly what the problem was and how to fix it quickly without further collateral damage.

Like on-line and phone tech support, this is NOT the fault of the level-1 technicians. It is a management failure for a lack of training and failure to "empower" their techs to deviate from those checklists when appropriate. But, sadly, those techs are the face of the service and get the blame. Also sad, most happy customers do not take the time to write positive reviews so the negative reviews pile up and skew reality.

You are correct to say "some" GS locations because it is true, some (actually most) are better than a few not-so-good locations. But sadly, the general public does not know the difference. Also sadly, when it comes to bad reputations, the general public has a long, often unforgiving memory too.

Yeah... I have several opinions about what BBY does and does not do right but I'm definitely not dumb enough to post that on a public forum since I'm still employed XD

I am very thankful that my supervisor and local stores give us ARAs very much leeway when it comes to having creative solutions to issues. As long as we use "approved tools" then we are good to do whatever we need to get a good review. As for your other evaluations you're pretty spot on

And even if the reinstall fixes the problem, nothing is learned to stop the user from re-introducing the problem.

Couldn't agree more.

But that, of course, if not how typical SOHO and "personal" computers are used.

Yes, quite unfortunate. I don't think I have had a single client EVER bring their device in with a preexisting backup. Nor are system restore points enabled by default.

Very little.

I agree with Corday and these days (with W10 and W11) letting Windows' own repair/recovery tools is pretty much the best option UNLESS the user has a current and clean backup image. But sadly, that is rarely the case.

Damn... I was hoping I could cherrypick updates and apply them as necessary or something along those lines but I see what you mean by "it is not worth the time."

So when a client brings a computer into the shop, we start by asking, in the most non-judgmental tone as possible, "Where's your backup?" And when they respond they don't have one, we emphasis "No promises".

I think I will start coaching this out in my local precinct and possibly recommending a good backup software? Any suggestions there for the low-budget consumer? I have used tools like Acronis before but I'm not sure what to recommend.

Now usually, we can recover most of their personal files and make sure they are not infected.

Yes, this is the really good part that ends up happening 99% of the time. As long as the device doesn't have Bitlocker encryption then usually it's just the typical backup, reinstall, setup, transfer, but if it does have Bitlocker 50% of the time the client either has no clue what MS account their recovery password is attached to, or they don't know the password, or some combination of the two. Then there's the issue of OneDrive... lol

 

[Corday]

nootsponge said:I think I will start coaching this out in my local precinct and possibly recommending a good backup software? Any suggestions there for the low-budget consumer? I have used tools like Acronis before but I'm not sure what to recommend.

I looked through the Best Buy website for my local store and none of the popular backup software was to be found. Acronis or Macrium are the usual go to's. I don't recommend buying a subscription.

 

[x BlueRobot]

If you have Windows Update issues, then you're better off just posting in the Windows Update forum, since many of the issues aren't just related to missing packages and/or files. You have to make sure you're replacing the right package, determine if it should be compressed or not and then make sure that the right registry keys are present.