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Code42 Support

Server offline alert versions 4.1 and later

Applies to:
  • CrashPlan PROe

Overview

This article explains how to interpret the following alert, and how to respond to the alert.

The table below displays where the alert appears and where it can be configured. The alert text is different on the configuration page than on the alerts page or email.

Alert Text Location
Server is offline: enterprise server name Email and Alerts Overview of the administration console
Server offline Settings > Notifications of the administration console

Severity

Critical
This alert indicates a problem that could seriously affect your Code42 environment's security, result in data loss, or cause the service to be unavailable.

Cause

This alert is triggered when a storage server that is part of the storage hierarchy in your Code42 environment is offline or unavailable. There are many potential causes, including:

  • An administrator may have inadvertently shut down the enterprise server process or service running on the enterprise server.
  • Load on the storage server causing momentary delays in the connection to the master server.
  • Network issues may be interfering with communication between the master server and storage server.
  • DNS issues.
  • Hardware failure.
  • Power failure.

Possible effects

  • Users cannot back up or restore.
  • Users cannot sync and share files.
  • Users cannot sign in.
  • False reports that the storage server is offline.

Recommended solution

The identity of the offline server is given in the alert. To verify that the storage server is still offline:

  1. From the administration console, go to Destinations > Servers.
  2. Click the name of the storage server.
    If it is offline, the message "This store point is not accessible" appears.

This store point is not accessible

In some cases, momentary load, a temporary network issue, or other temporary condition may have resolved itself. If the error message above does not appear, skip to step 5 below to confirm that the storage server is online.

Step 1: Ping and telnet tests

  1. Verify that the storage servers are online and reachable from the master server by pinging the servers from the master server command line. If the ping test fails, verify:
    • the storage server is powered on
    • datacenter power is up
    • datacenter networking is up
    • the storage server has not suffered a software or hardware failure
  2. Telnet from the master server to ports 4280, 4282, and 4285 (by default) of the storage servers . If the telnet test fails:
    1. Verify that the enterprise server process is running on the storage servers
    2. Restart the enterprise server process

Step 2: Check primary and secondary network addresses of Master server

If the network addresses of the master server as configured in the administration console have changed to incorrect values, storage servers could lose the ability to communicate with the master server.

  1. Go to Settings > Server.
  2. Check primary and secondary network addresses
  3. Change incorrect values to correct values for IP address or FQDN (fully qualified domain name)

Step 3: Check networking settings of Enterprise Servers

Changes to the network configuration of the operating systems of the master server or storage servers could also prevent communication within a destination. Verify the network interface settings for all involved enterprise servers.

Step 4: Attempt to sign in to Administration console of offline Enterprise Server

If you are able to sign in to the administration console of the offline enterprise server, then it is likely that the cause of the offline status of the storage server is related to the network.

  • If you are not able to sign in to the administration console, but the operating system is running, start or restart the proserver process.
  • If you are able to sign in to the console:
    • Verify that the primary and secondary network settings of the offline storage server are set correctly. If they are set incorrectly, correct the settings.
    • If the network settings are correct, check for networking issues that may be interfering with communication between the master server and storage server, including firewall settings, router and VLAN settings, faulty ethernet cables, and faulty networking equipment.

Step 5: Confirm the Storage server is online

To verify that the "This store point is not accessible" message is no longer displayed:

  1. Go to Destinations > Servers.
  2. Click the name of the storage server.
    If the storage server is online, the message "This store point is not accessible" no longer displays.

Alternative solution

If you received an alert email but the storage server was showing as online, you can adjust the default alert timeout to prevent your master server from generating false alerts.

  1. Sign in to your administration console.
  2. Double-click the logo in the upper-left corner of the administration console.
    The command-line interface appears.
  3. Enter the following command to increase the server timeout to 120 seconds:
    prop.set realtime.onlineStatus.publish.modelTimeout.value 120 save
  4. Restart the master server to apply the new setting with the following command:
    node.restart
    The master server restarts.
  5. Open the command-line interface.
  6. Verify the timeout setting with the following command:
    prop.show realtime.onlineStatus.publish.modelTimeout.value
Default timeout settings
The prop.show command above will display an error if the master server is still set to the default timeout setting. The command is only enabled when the value has been changed.

Acknowledge the alert

The alert will continue to appear in the administration console until you acknowledge the alert. Once you confirm that the problem has been resolved, acknowledge the alert:

  1. Go to Alerts.
  2. Select the alerts you want to acknowledge.
  3. From the action menu, choose Acknowledge.
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