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Code42 Support

Upgrading Devices In Your Code42 Environment

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

This tutorial describes how to upgrade CrashPlan devices in your Code42 environment to a new CrashPlan app version.

Considerations

  • Code42 recommends thoroughly testing the upgrade before enabling automatic upgrades for all of your devices.
  • Devices upgrade automatically after you enable the upgrade and restart your master server.
  • Devices reconnect to the master server at a randomized interval of 1 to 15 minutes. If a download attempt is unsuccessful, devices retry after one hour.
  • In very large Code42 environments, upgrading thousands of devices simultaneously may temporarily affect CrashPlan app and administration console performance. See Changing Ports For Upgrading CrashPlan Devices for steps to prevent potential problems.

Before you begin

Beginning with version 5.3.0 of the Code42 platform, the CrashPlan app is no longer bundled with the Code42 server. Compatible CrashPlan app versions are available for download from the App Downloads screen in the administration console. See Adding Clients To Your Code42 environment for more details.

Step 1: Upgrade your devices

  1. Test the upgrade for one existing device:
    1. In the master server's administration console, go to Devices > Overview.
    2. Click the name of the device.
    3. From the action menu, select Upgrade.
    4. Click Upgrade to upgrade the device.
      The upgrade command is sent to the device immediately and the device begins the upgrade process. When the upgrade is complete, the administration console displays a “success” message in the lower left corner.
  2. Verify the test device upgrade:
    • Launch the CrashPlan app on the device and verify the version number.
    • Confirm that you are able to back up files from the test device.
  3. When you are ready to upgrade the rest of your Code42 environment's devices:
    1. Sign in to the master server's administration console.
    2. From Settings > Server, enable Auto-upgrade devices.
    3. Click Save.
      A confirmation message appears.
    4. Click Restart.

Step 2: Upgrade your mobile devices

Mobile devices do not automatically upgrade from the master server. Depending on your environment, either:

  • Instruct your users to update the CrashPlan mobile app from their devices' app store.
  • Configure your mobile device management tool to push an upgrade to your managed devices.

Troubleshooting the upgrade

Verify the device upgrade

Export a list of CrashPlan devices in your Code42 environment and sort by version to view devices that have not upgraded:

  1. Sign in to the administration console.
  2. Navigate to Devices.
  3. From the action menu, select Export All.
  4. Save the CSV file to your computer.
  5. Open the CSV file in the spreadsheet application of your choice.
  6. Sort by the displayVersion column and look for any devices with an old version number.

See Viewing Device Backup Status Using The Reporting Web App for a more detailed view of device status.

Resolve a failed device upgrade

The most common reason for a failed upgrade is a network issue that prevents that the device from downloading its update from the master server.

Diagnose a failed upgrade with telnet

Verify that user devices are able to connect to your master server. Use a telnet command to test ports. Depending on the version of your master server and CrashPlan app, devices attempt to connect through port 4280, 4282, or 4285. See Changing Ports For Upgrading CrashPlan Devices for more information on ports.

From the device that failed to upgrade, run the following command at a command prompt:

telnet <server_IP_or_hostname> <port>

Replace <server_IP_or_hostname> with your master server's IP address or hostname as specified in the administration console's network settings under Server > Settings. Replace <port> with the appropriate port number.

  • If you see a response similar to the following example, the device is able to successfully connect to your master server:
    Trying 192.0.2.100...
    Connected to 192.0.2.100.
    Escape character is '^]'.
    
  • If you see a different response, the device cannot connect to your master server.
    • Verify that your master server's Website protocol, host and port is correctly configured at Settings > Server.
      Devices download upgrades from this address.
    • Check connectivity and networking settings.

Diagnose a failed upgrade with logs

When a device attempts to download .jar files from your master server as part of the upgrade process, it logs that activity in service.log.0. If necessary, you can review the device's service.log.0 to check the device's communications with the master server.

  1. Navigate to the log directory on the device:
    • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
      To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
    • Windows XP: C:\Documents and Settings\All Users\Application Data\CrashPlan\log
      To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
    • OS X: /Library/Logs/CrashPlan
      If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/log
    • Solaris: /opt/sfw/crashplan/log
  2. Open service.log.0 in a plain text editor (Notepad, TextEdit, etc.).
  3. Search for .jar to find the download event. For example:
    [11.13.15 08:40:35.560 INFO  7856_DwldMgr .service.upgrade.DownloadManager] DOWNLOAD:: Downloading patch from http://192.168.100.10:4280/installs/mac/upgrade5/1440997200510_261.jar?guid=650355915434815233; DownloadManager[patchDir = upgrade, patchFiles = [1440997200510 (2015-08-31T05:00:00:510+0000)], patchProblem = false]
  4. Review the log entry:
    • If the device successfully downloaded the .jar file, send the device's log files to our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support for review. If the device is not properly applying an upgrade, a serious error may be interfering with the upgrade process.
    • If the device failed to download the .jar file:
      • Confirm that the location of the master server listed alongside the log entries for .jar is the correct location of your actual master server. If it is incorrect, update the master server's Website protocol, host and port at Settings > Server in the administration console.
      • Check connectivity and networking settings.

If you cannot wait to diagnose the problem and a small number of devices are affected, the fastest fix is to simply uninstall the CrashPlan app and install the latest version.

Troubleshooting Administration console performance

As devices are upgrading, if your master server's administration console is slow or times out when trying to log in:

  1. Check the master server system's process monitor to make sure that the Code42 server service is still running.
  2. Check to see if the Code42 server service is resource constrained. If so:
    1. Use the operating system's firewall to block inbound connections on the upgrade port. Depending on the version of your Code42 server and CrashPlan app, that port is 4280, 4282, or 4285. See Changing Ports For Upgrading CrashPlan Devices for more information on ports.
    2. Gradually add IP range exceptions to allow batches of CrashPlan app devices to connect and upgrade.