T540-System Update- Win7 64bit - An error occurred while gathering user info-HelloLevel_9_12_00.xml

Question

When attempting to do a Lenov System update, the error message "An error occurred while gathering user information" is displayed.
Upon review the of the tvsu_*.log, it appears there is an issue with the lenovo website when it tries to pull down the following config file:
https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_12_00.xml
Has anyone else had a similar issue and been able to resolve?
Info    2014-12-16 , 10:26:08
    at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
    Message: The UDF will be downloaded from: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_12_00.xml
Info    2014-12-16 , 10:26:08
    at Tvsu.Engine.Process.HelloProcess.DownloadUDF(String helloClientLevel)
    Message: The UDF will be downloaded to-> C:\ProgramData\Lenovo\SystemUpdate\session\system\SSClientCommon\HelloLevel_9_12_00.xml
Info    2014-12-16 , 10:26:08
    at Tvsukernel.CustomControls.Step.<>c__DisplayClass7.<set_Image>b__6()
    Message: Setting PROCESSING status.
Info    2014-12-16 , 10:26:08
    at Tvsu.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
    Message: Creating a new Connection Settings Bean instance to Host: download.lenovo.com
Info    2014-12-16 , 10:26:08
    at Tvt.ConnectionSettings.ConnectionSettings.GetConnectionForURL(String url)
    Message: Direct connection found
Info    2014-12-16 , 10:26:08
    at Tvsu.FileDownloader.HttpsDownload.GetProxy(ConnectionSettingsBean connBean)
    Message: Connection type set to DIRECT in ConnectionSettingsBean
Severe    2014-12-16 , 10:26:08
    at Tvsu.FileDownloader.HttpsDownload.Init(FileDownloadInfo fileInfo)
    Message: Debug Log: Init method:GET
Severe    2014-12-16 , 10:26:10
    at Tvsu.FileDownloader.HttpsDownload.doDownloadByHttps(FileDownloadInfo fileInfo, downloadingDelegate downDelegate)
    Message: Debug Log: doDownloadByHttps InterException is null, uri:https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_12_00.xml
Severe    2014-12-16 , 10:26:10
    at Tvsu.FileDownloader.HttpsDownload.doDownloadByHttps(FileDownloadInfo fileInfo, downloadingDelegate downDelegate)
    Message: Debug Log doDownloadByHttps webException message:The remote server returned an error: (404) Not Found.
Severe    2014-12-16 , 10:26:10
    at Tvsu.FileDownloader.HttpsDownload.doDownloadByHttps(FileDownloadInfo fileInfo, downloadingDelegate downDelegate)
    Message: Debug Log server path: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_12_00.xml responseStatus:404
Severe    2014-12-16 , 10:26:10
    at Tvsu.FileDownloader.HttpsDownload.doDownloadByHttps(FileDownloadInfo fileInfo, downloadingDelegate downDelegate)
    Message: Debug Log server path: https://download.lenovo.com/ibmdl/pub/pc/pccbbs/agent/SSClientCommon/HelloLevel_9_12_00.xml webException.StackTrace:   at System.Net.HttpWebRequest.GetResponse()
   at Tvsu.FileDownloader.HttpsDownload.doDownloadByHttps(FileDownloadInfo fileInfo, downloadingDelegate downDelegate)
Info    2014-12-16 , 10:26:10
    at Tvsu.Engine.Process.HelloProcess.Start()
    Message: UDF download status is -> Failed
Thanks
Karl

Answer 1

Hi,
in this situation try following:
open registry:
HKLM\Software\Wow6432Node\Software\Lenovo\System Update\Preferences\UCSettings\RunTime
check if the informations are correct.
In case not, then correct them.
- Try to run TVSU as Administrator (right-click on it and select Run as Administrator)
In case this will be of no use, then just go into the install folder of TVSU and there you will see the folder called "Logs". In there you will for sure find the exact information on what went wrong. Perhaps some proxy config, or just the server was unavailable.
Cheers