Unable to create Supervised User

Comments

43 comments

  • Official comment
    Forrest Smith

    Hi All,

     

    I wanted to jump in and leave a quick note.

     

    Unfortunately, supporting supervised users involved an enterprise-level technology called TPM on Chromebooks . TPM is standard in Chromebooks, but not present on all PCs or Macs. It is also a hardware component which, if not functioning properly, can easily crash devices or make your information insecure.

     

    For those reasons, it is all but impossible for us to add support for supervised users as a general feature on all devices. We are slowly rolling out support for TPM on Enterprise-grade models (three Dell models are now enabled on CloudReady v54). 

     

    We have *not* started testing supervised users specifically at this time, so even those Dells may not allow supervised users yet. However, as we add more and more TPM support to our builds, it will make it easier for us to start testing supervised users.

     

    Essentially: Neverware is not currently prioritizing this feature, and likely will not do so during 2017. However, there is reason to believe that we will someday support it on select models.

     

     

    I'm really sorry to those of you who need this feature to use CloudReady. We wish it were possible to prioritize everyone's needs, but keeping this product free requires is to focus on different things.

  • Forrest Smith

    Hi Andrew,

    Sorry you're having trouble with that! I'm able to reproduce the error, so I can confirm that it isn't just so.

    (Not much help, I know, but at least you're not crazy).

    I'm adding this issue to our bug tracker now, and will definitely plan to let you know if we work it out. In the mean time, hopefully you can work around this with other safe-restrictions.

  • Andrew

    OK thanks for the update. Nice to know it's not just me.

  • Ian Carter

    Hi.
    I'm getting the same issue. As I installed this for the kids to use I would be really grateful if this bug could be fixed. Apart from that I'm loving this. Thank you.

  • Rune Hesthagen

    Same issue here.
    I am logged out, and then click Add User, the popup window shows up and disappear. It looks like it goes to the background, and then I have to click Add User again.

  • Forrest Smith

    Rune - Did you eventually get it to work by trying a second time? Or does it fail repeatedly?

  • Rune Hesthagen

    No. I couldn't get around it, unfortunately.
    Same error: "Oops, something went wrong. Due to an error, a supervised user was not created. Please try again later".

    And I tried this on 2 IBMs and one HP I have around. I also did the full install to the hard drives on those.

  • dave

    I am also having this issue. Any update on a fix/workaround?

  • Forrest Smith

    Sorry Dave - this fix will likely be slow in coming unless someone else can find the solution - our paid users drive most of our development priorities right now, and with school MGMT they don't need supervised users.

    Hate to bring bad news, just don't want anyone to feel unheard. Hope you can find other ways to enjoy the OS!

  • Tzanio Kolev

    I also have this problem, and will like to resolve it for the kids.

    I tried creating the supervised account on a desktop, following https://support.google.com/chrome/answer/3463947, and then creating a supervised user in cloudready with the same user name. That worked to some extend -- the user was recognized and its settings were imported -- but at the end I got the same "Oops, something went wrong..." error.

    Is there any way that we can help you debug? I'll be happy to look at logs, code, etc. if you give me some pointers.

  • David Blyton

    I have set up 30 chromebooks at school and on some devices ran into the same error. I notice that this feature is in beta. I to had the same problem on a couple of old laptops I wanted to try cloudready on ( great software by the way) and managed to create a supervised user on one of them so I am wondering if there may be a fundamental problem in chrome os that is even more buggy in cloudready??I didn't do anything different on the install that worked so it seems somewhat random.

  • Forrest Smith

    Hi David,

    I imagine as Google finalizes how this feature works we may be able to get it working on CloudReady. For now, since our paid users use Google MGMT instead of supervised users, we're unlikely to spend time fixing the issue.

    If it is of any help, you might want to check out https://www.google.com/settings/chrome/manage where you can see supervised users you've made. My experience is that, even on CloudReady, they can successfully be created by then do not show up as a login option.

  • Will Rockwell

    I was going to deploy CloudReady for our Senior Center, but can't create supervised users. "Oops, something went wrong. Due to an error, a supervised user was not created. Please try again later".

  • Forrest Smith

    Will,

    Sadly, that is the case.

    One option, though less free, is to use our managed product to manage machines instead.

  • Will Rockwell

    how "less free" are we talking?

  • Forrest Smith

    Our EDU pricing is 25 dollars per machine per year or 59 dollars for a permanent license. In addition, you'd need to have a Google domain through which to manage the machines.

  • Will Rockwell

    can you email me directly at willr@vhills.org? I need to get some details on how this would work.

  • Justin Harshbarger

    I was looking at the messages log file and noticed that there was an error about not finding the policy file. It seems as though this could be related to the issue, as when setting the owner the policy file should be created. I couldn't verify the file existed at the moment because I wasn't able to SU into the folder it listed in the logs. Seems that it could be related to the following bug:
    https://code.google.com/p/chromium/issues/detail?id=548733

  • Scott DeToffol

    Bummer that this issue hasn't been fixed because it pretty much prevents me from using it for my kid's computer.

  • A Kirk

    I would love this OS if you could fix this feature.  With out it, I can't use it.  As a sysadmin for a large university,  I was so close to giving your company my full endorsement.  Now, its just one more OS on the tried it and hit a wall pile. 

  • markerts

    Same here. So close to finding an easy solution to re-use an old laptop for my kids. But the very nature of a Chromebook means that there are no options for web monitoring, except for Google's solution of supervised users. If I can't add them, I'm back to square one.

    This blows.

  • Forrest Smith

    Hi all,

     

    Hear you loud and clear - supervised users are a big part of the value parents see in CloudReady.

     

    We definitely want to accommodate this use case - I'm hopeful that this is a shortcoming we'll address in the next few months.

     

    Keep an eye out on our blog and twitter for announcements of new releases and what fixes are included!

    Thanks for the valuable feedback! 

  • Ken Hill

    Hi,  I'm having the same issue as described above when attempting to create a supervised user in CloudReady.  I get the "oops" error.  Has this been fixed yet in the CloudReady version of Chrome?

  • markerts

     Nope. Just updated to the latest version 47.0.2526.111, and it still doesn't work.

  • Chinua

    Hello Parents,

    As a fellow parent, I have similar concerns for this platform and my child.  I have not found a fix to this particular issue, but I have found an alternate solution that works well for me.

    1. I installed the MetaCert extension, created an account and put it on "Just for Kids". (The "Just for Kids" portion of MetaCert has a set of white listed sites that kids can use and your can add your own picks to the mix in the preferences section.)
    2. I hid the extension button for MetaCert from the browser bar.
    3. In the Chromium OS settings I changed the default search engine for Chromium to www.kiddle.co (Google's kid friendly search engine). 
    4. In the Chromium OS setting I disabled the guest account and restricted the sign-in to the account of my choice.
    5. Lastly I disabled incognito mode via this list of steps.

    This solution isn't bullet proof, but it's bullet resistant.  I hope that it can help someone.

  • Fredrik Blümer

    Hi,

    I miss this feature and would really appreciate if the supervised accounts could be solved. Thanks.

  • Vittorio Stiassi

    Hello, everybody. I tried unsuccessfully to set up supervised users for my kids on an old ASUS A6J laptop and a ASUS eeePC 1015px. On both I installed cloudready standalone. I first tried to create supervised users from cloudready directly, then from a desktop chrome and import them in cloudready. No way!

    I think that David experience is particularly interesting, because he succeeded to create users on some PCs and he didn't on some others. Was there any difference between the two kind of PCs?

    Is there a log file we can look at to investigate where the problem comes from?

    Best regards

    Vittorio (from Italy) 

  • Forrest Smith

    I am sure that some log in /var/log/* will show info about the supervised user failure, but I can't say for certain which. I'd start with /var/log/messages . 

  • Adam Benfer

    In case this helps, here is the relevant log messages that I get when I attempt to add a Supervised User:

     

    X.Org X Server 1.12.4
    Release Date: 2012-08-27
    X Protocol Version 11, Revision 0
    Build Operating System: Linux 3.13.0-74-generic x86_64 Gentoo
    Current Operating System: Linux localhost 4.0.5+ #1 SMP Fri Jun 24 15:32:31 UTC 2016 x86_64
    Kernel command line: init=/sbin/init boot=local rootwait ro noresume noswap loglevel=3 quiet noinitrd console= root=PARTUUID=7436DDAB-61EC-254E-B488-1497E6B266B2 i915.modeset=1 cros_legacy cros_debug BOOT_IMAGE=vmlinuz.A 
    Build Date: 24 June 2016  04:02:44PM
     
    Current version of pixman: 0.32.4
    	Before reporting problems, check http://wiki.x.org
    	to make sure that you have the latest version.
    Markers: (--) probed, (**) from config file, (==) default setting,
    	(++) from command line, (!!) notice, (II) informational,
    	(WW) warning, (EE) error, (NI) not implemented, (??) unknown.
    (++) Log file: "/var/log/xorg/Xorg.0.log", Time: Sat Jul 16 20:07:11 2016
    (==) Using config file: "/etc/X11/xorg.conf"
    (==) Using config directory: "/etc/X11/xorg.conf.d"
    (==) Using system config directory "/usr/share/X11/xorg.conf.d"
    Unable to get master: Permission denied
    resize called 1920 1200
    [6268:6268:0716/200711:ERROR:memory_pressure_monitor_chromeos.cc(119)] Cannot open kernel listener
    [6268:6268:0716/200711:ERROR:display_util.cc(61)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    libva info: VA-API version 0.38.0
    libva info: va_getDriverName() returns 0
    libva info: Trying to open /usr/lib64/va/drivers/nouveau_drv_video.so
    libva info: va_openDriver() returns -1
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.1
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.neard.Manager.GetProperties: object_path= /: org.freedesktop.DBus.Error.ServiceUnknown: The name org.neard was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/apmanager: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.apmanager was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/privetd: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.privetd was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/apmanager: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.apmanager was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/privetd: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.privetd was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/apmanager: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.apmanager was not provided by any .service files
    [6268:6268:0716/200712:ERROR:object_proxy.cc(580)] Failed to call method: org.freedesktop.DBus.ObjectManager.GetManagedObjects: object_path= /org/chromium/privetd: org.freedesktop.DBus.Error.ServiceUnknown: The name org.chromium.privetd was not provided by any .service files
    [6299:6299:0717/000712:ERROR:sync_control_vsync_provider.cc(63)] glXGetSyncValuesOML should not return TRUE with a media stream counter of 0.
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.1
    [6268:6283:0716/200712:ERROR:wallpaper_manager_base.cc(568)] Failed to load custom wallpaper from its original fallback file path: /home/chronos/custom_wallpapers/original/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6283:0716/200712:ERROR:wallpaper_manager_base.cc(575)] Failed to load previously selected custom wallpaper. Fallback to default wallpaper. Expected wallpaper path: /home/chronos/custom_wallpapers/large/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(486)] WebUILoginView navigated
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.125
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.146228
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.164567
    [6268:6268:0716/200712:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.22977
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.614885
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.625517
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.649153
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.649982
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.650064
    [6268:6283:0716/200713:ERROR:wallpaper_manager_base.cc(568)] Failed to load custom wallpaper from its original fallback file path: /home/chronos/custom_wallpapers/original/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6283:0716/200713:ERROR:wallpaper_manager_base.cc(575)] Failed to load previously selected custom wallpaper. Fallback to default wallpaper. Expected wallpaper path: /home/chronos/custom_wallpapers/large/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.653371
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 1
    [6268:6268:0716/200713:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 1
    [6268:6268:0716/200715:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 0.1
    [6268:6268:0716/200715:ERROR:webui_login_view.cc(486)] WebUILoginView navigated
    [6268:6268:0716/200715:ERROR:webui_login_view.cc(462)] WebUILoginView loading progress updated to 1
    [6268:6268:0716/201519:ERROR:display_util.cc(61)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    [6268:6268:0716/201520:ERROR:display_util.cc(61)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    [6268:6268:0716/203328:ERROR:display_util.cc(61)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    [6268:6268:0716/203329:ERROR:display_util.cc(61)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    [6268:6302:0716/203333:ERROR:wallpaper_manager_base.cc(568)] Failed to load custom wallpaper from its original fallback file path: /home/chronos/custom_wallpapers/original/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6302:0716/203333:ERROR:wallpaper_manager_base.cc(575)] Failed to load previously selected custom wallpaper. Fallback to default wallpaper. Expected wallpaper path: /home/chronos/custom_wallpapers/large/5bbb3e467c3c9e6c439701860c3e5b5bf500e029/Thunder Shower
    [6268:6268:0716/203345:ERROR:supervised_user_creation_flow.cc(101)] LaunchExtraSteps for 0x32b9f0352280 host is 0x32b9efd6c420
    [6268:6268:0716/203346:ERROR:user_session_manager.cc(1772)] OAuth2 token handle fetch failed.
    [6268:6268:0716/203348:ERROR:message_service.cc(469)] Failed to create native process.
    [6268:6268:0716/203348:ERROR:message_service.cc(469)] Failed to create native process.
    [6268:6268:0716/203348:ERROR:message_service.cc(469)] Failed to create native process.
    [6268:6268:0716/203349:ERROR:message_service.cc(469)] Failed to create native process.
    [6268:6268:0716/203349:ERROR:message_service.cc(469)] Failed to create native process.
    [6268:6268:0716/203349:ERROR:message_service.cc(469)] Failed to create native process.
    property 'Tap Drag Enable' doesn't exist, you need to specify its type and format
    property 'T5R2 Three Finger Click Enable' doesn't exist, you need to specify its type and format
    property 'Tap Drag Enable' doesn't exist, you need to specify its type and format
    property 'T5R2 Three Finger Click Enable' doesn't exist, you need to specify its type and format
    property 'Pointer Accel Curve' doesn't exist, you need to specify its type and format
    property 'Use Custom Touchpad Pointer Accel Curve' doesn't exist, you need to specify its type and format
    [6268:6268:0716/203356:ERROR:child_process_task_provider.cc(148)] NOTREACHED() hit.  [Reason: info:NOTREACHED()] 
    [6268:6268:0716/203427:ERROR:supervised_user_creation_controller_new.cc(365)] Supervised user creation failed. Error code 3
    [6268:6268:0716/203427:ERROR:supervised_user_creation_screen.cc(419)] Supervised user creation failure, code: 4
    [6268:6268:0716/203453:ERROR:supervised_user_creation_controller_new.cc(405)] Supervised user creation timed out. stage = 7
    Error dropping master: -13(Permission denied)
    Server terminated successfully (0). Closing log file.
    
  • Shashi Sijapati

    It looks like (to me) to be an error related to the TPM.

    According to the design docs, the TPM is used in Chromebooks for various encryption key related tasks:

    https://www.chromium.org/developers/design-documents/tpm-usage

    In my logs, I see a ton of TPM-related errors, especially around the time that I tried to create a supervised user.  I'm thinking that this is related;  since the TPM doesn't exist, it cannot create the requisite encryption keys to create a supervised user.

    I double checked the hardware and made sure the TPM was cleared and enabled, but I don't see the /dev/tpm0 device in CloudReady (but I see it when I boot a Ubuntu live cd).  I've tried it multiple business-class laptops from different manufacturers, including Dell Latitude machines in the HCL (specifically, a Latitude E5410 and E6430), and all of them didn't have /dev/tpm0.  Honestly, it looks like you guys didn't compile your kernel with TPM support.

    Can you guys recompile your kernel to include TPM support?

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