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Code42 Support

System Error In Administration Console After IP Address Change

Applies to:
  • CrashPlan PROe
If you change your enterprise server to a new IP address without properly changing the primary network address in the administration console, the administration console may become unresponsive or display a generic error message. This article explains the conditions that cause this to occur, and what actions to take to resolve the issue.

Affects

Enterprise server versions 3.5.x to 3.6.3.1

Symptoms

Your enterprise server's administration console can become unresponsive or display a generic error message if the following conditions are true:

  • The primary network address of the enterprise server was not set to the server's new IP address before the change
  • The primary network address is not set to a hostname that currently resolves to the server's new IP address

The following error message is displayed in the administration console when trying to access a page or setting:

Console generic error message

Considerations

Changing the network settings of an enterprise server without proper planning can cause problems:

  • Changing the network settings of an enterprise server without following the steps in our Changing An Enterprise Server's Network Address article can cause your CrashPlan apps to lose contact with the master server, and thus become stranded. Follow the steps in Changing An Enterprise Server's Network Address to reconnect each CrashPlan app.
  • The recommended method of moving an enterprise server to a new IP address requires the ability to edit the entry for your enterprise server in your organization's DNS system.

If possible, it may be best to roll your enterprise server back to the original IP address or hostname, and then carefully follow the steps in our article, Changing An Enterprise Server's Network Address.

If you are unsure of how to proceed, contact our Customer Champions.

Recommended solution

Code42 environments running 3.6.3.2 and later

You can use the administration console to resolve this issue in version 3.6.3.2 and later. The administration console may display the System Error seen above. Ignore the System Error while completing this process.

  1. Sign in to your administration console
  2. Go to Destinations > Servers
    The System Error will appear in the administration console.
  3. Select your master server to open its Server Details
  4. Select Action menu > Edit...
  5. Delete the network address in Private Address, even if the current value is correct
    Do not change other network addresses at this time
  6. Enter the correct Private Address
  7. Click Save
  8. Double-click the CrashPlan PROe logo to open the administration console command-line interface
  9. Enter this command to restart the enterprise server service with the updated IP settings:
    node.restart
    The enterprise server service restarts
  10. Sign in to your administration console after the service restarts
  11. Go to Settings > Server
  12. Set the correct Primary Network Address and Secondary Network Address according to your environment
  13. Click Save to save the correct network settings

If the System Error shown above continues after completing this process, contact our Customer Champions.

Alternative solutions

Before you begin

There are four possible alternative solutions to this issue:

  1. Change the network address using the Code42 API
    • This solution uses your operating systems's command line and the Code42 API.
  2. Update the DNS entry for your enterprise server
    • This solution will only work if the primary network address of your enterprise server is set to a hostname that has an entry in your DNS system.
  3. Edit the hosts file of your server
    • This solution will only work if the primary network address of your enterprise server is set to a domain name, rather than an IP address.
  4. Contact our Customer Champions to allow them to edit the internal database
    • You are not able to do this yourself.
Numeric IP addresses
If you are using numeric IP addresses only (no DNS or hostnames in a hosts file), then you must contact our Customer Champions.

Solution one: Use the Code42 API

This solution uses the Code42 API to configure the enterprise server's primary network address to the correct IP address of the server's network interface.

  1. Use a command line interface to run the curl command shown below
    • You can run this command from any computer that has appropriate network access to your enterprise server
    • Replace admin with the local administrator username of your enterprise server, if necessary (default: admin)
    • Replace <ip_address> with the actual IP address of your enterprise server, such as 192.0.2.1
    curl -v -k -H "Content-Type: application/json" -u admin -X PUT -d '{"network":{"privateAddress":"<ip_address>"}}' https://<ip_address>:4285/api/ServerSettings/3
    
  2. Sign in to the administration console using the IP address of your enterprise server
  3. Double-click the Code42 logo to open the administration console command-line interface
  4. Enter this command to restart the enterprise server service with the updated IP settings:
    node.restart
    The enterprise server service restarts
  5. Sign in to the administration console after the enterprise server service restarts
  6. Go to Settings > Server
    Depending on the size of your Code42 environment, the administration console may briefly display the System Error message while loading Settings > Server.
  7. Enter the new Primary Network Address
  8. Click Save

Solution two: Update DNS entry

  1. Change your enterprise server's entry in your DNS system to reflect the new IP address. The DNS entry can be set in its zone file entry (in Linux/Unix using BIND) or its entry in Active Directory (Windows).
  2. Restart the enterprise server.
  3. Sign in to the administration console to confirm that CrashPlan apps are coming back online.
    1. Go to Devices
    2. Check for online devices, as signfied by a green dot in the Online column
  4. If your Code42 environment includes one or more store points, confirm that the store points are also back online:
    • Go to Destinations > Servers
    • Check for online store points, as signified by a green dot in the Online Status column

Solution three: Edit the hosts file

  1. Edit the hosts file on your enterprise server so that the hostname entered as the primary network address in the administration console points to the new IP address.
    • An example entry might read:
      192.0.2.100 myserver.example.com
  2. Restart the enterprise server.
  3. Sign in to the administration console to confirm that CrashPlan apps are coming back online.
    1. Go to Devices
    2. Check for online devices, as signfied by a green dot in the Online column
  4. If your Code42 environment includes one or more store points, confirm that the store points are also back online:
    • Go to Destinations > Servers
    • Check for online store points, as signified by a green dot in the Online Status column

Solution four: Contact a Customer Champion

If you are unable to solve the issue with the solutions outlined above, please contact our Customer Champions[1]. They will be able to edit the internal database of your enterprise server. This is a process that you cannot perform on your own.