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Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, no.

CrashPlan for Enterprise, no.

Code42 for Enterprise, yes.

CrashPlan for Small Business, yes.

This article applies to on-premises authority server version 3.

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Code42 Support

Troubleshooting The Upgrade To Version 3.6.3.2

Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, no.

CrashPlan for Enterprise, no.

Code42 for Enterprise, yes.

CrashPlan for Small Business, yes.

This article applies to on-premises authority server version 3.

Overview

If you have trouble upgrading your enterprise server to version 3.6.3.2, these tips can help you troubleshoot the problem.

If you have any concerns about the upgrade process, stop all upgrade operations and contact our Customer Champions for assistance.

Troubleshooting your master server upgrade

What if the Master server upgrade fails?

If your master server upgrade fails, your master server is still recoverable. The internal database is protected during upgrades, which allows us to restore the server to working order.

As soon as you notice a problem, stop upgrading immediately and contact our Customer Champions for support.

Error: Invalid_file or unable to read properties

Error processing upgrade: INVALID_FILE - Unable to read properties,
file=/Applications/PROServer.app/Contents/Resources/Java/upgrade/1386428616401/upgrade.properties

If your Code42 console displays an error message like this one in Upgrade Server and Clients or in the log viewer after attempting to upgrade your enterprise server, there are several possible causes.

Cause: Invalid upgrade file

One common cause is using an invalid upgrade file, such as:

  • Using a corrupt upgrade file
  • Using an upgrade file for the wrong version
  • Using installation files instead of .upgrade files

To resolve this error:

  1. Stop the enterprise server.
  2. Navigate to the enterprise server /upgrade folder on your file system:
    • Linux: /opt/proserver/upgrade
      Applies to enterprise servers installed as root on Ubuntu
    • Windows: C:\Program Files\CrashPlan PROe Server\upgrade
    • OS X: /Applications/PROServer.app/Content/Resources/Java/upgrade
    • Solaris: /opt/proserver/upgrade
  3. Remove all files from the /upgrade folder.
  4. Download the .upgrade file (not an installation file) from the location provided in the upgrade instructions.
  5. Place the .upgrade file in the /upgrade folder as described in the upgrade instructions.
  6. Start the enterprise server.
  7. Apply the upgrade as described in the upgrade instructions.

Cause: Insufficient space in your multi-server deployment

Another common cause is a server in a multi-server environment running low on storage space.

To resolve this error:

  1. Check the available storage space on each of your storage servers in the Code42 console.
  2. If possible, add storage space or reclaim storage space in use.

Administration console inaccessible after upgrade

Windows-based enterprise servers only

In certain circumstances, the Code42 console may be inaccessible after a Windows enterprise server is upgraded. This issue occurs when necessary files are locked by the operating system during the upgrade process, and is most commonly experienced on Windows servers that do not meet the system requirements for enterprise servers. The upgrade will succeed when Windows releases the locked files.

To resolve the issue, attempt the upgrade again on the affected enterprise server:

  1. Uninstall the newer version of the enterprise server.
  2. Install the older version of the enterprise server.
  3. Import the database dump you made before attempting the upgrade.
  4. Perform the upgrade to the newer version of the enterprise server.