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Troubleshooting Desktop Image Sysprep Errors


Applies to: Nerdio Manager for MSP (NMM)


During "Power off & set as image" operation Nerdio Manager performs the following steps:

  1. Power off the desktop image VM
  2. Clone the OS disk and create a new temporary VM
  3. Power on the new temp VM
  4. Remove local user accounts to prevent Sysprep failing due to any per-user modern apps
  5. Run Sysprep /generalize command
  6. Wait for Operating System to shut down
  7. Capture the VM as image
  8. Delete the old image and replace it with the new one
  9. Delete temporary VM

If the "Power off & set as image" process ends with an ERROR state, and it has failed on step 6 with the following error:

Wait for Sysprep to complete (temp VM should automatically shut down)

then the Sysprep process failed and the OS did not shut itself down automatically, as it would have had the Sysprep /generalize process completed successfully.

To determine the cause of the Sysprep failure follow these steps:

  1. In Azure portal, locate the cloned desktop image VM in Azure and use the Reset Password command to create a local admin account.  This VM typically has a "-tmp" extension in its name as it is a clone of the original desktop image VM.
  2. RDP to the VM using this local admin account (username = VMName\LocalAdminName)
  3. Review Sysprep log found here: C:\windows\system32\sysprep\panther\setupact.log
    1. Start from the bottom and look for the last (chronologically) ERROR and work your way up
    2. This should help you determine what prevented Sysprep from completing
  4. Resolve the problem and click on Cleanup in Nerdio Manager next to the initially failed task
  5. Repeat the "Power off & set as image" process
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