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This article applies to CrashPlan PROe version 4.

Other available versions:

Version 6 | Version 5icon.qnmark.png

Code42 Support

Storage server does not start after reinstalling the Code42 environment

This article applies to CrashPlan PROe version 4.

Other available versions:

Version 6 | Version 5icon.qnmark.png


Under certain circumstances, a storage server in a multi-server environment will not start properly after the Code42 environment is reinstalled. This article explains the conditions under which this may happen, and how to successfully reinstall the Code42 environment after encountering the issue.


  • Code42 environment versions 4.x on all platforms


  • The issue occurs only when the following conditions are met:
    • Your Code42 environment has a master server and at least one storage server.
    • An admin has removed the storage server from its destination on the master server.
    • You reinstall the Code42 environment on the storage server without first deleting the .identity file.
  • The .identity file is meant for recovering a storage server. When a newly reinstalled storage server starts up and has a previous or existing .identity file, it reaches out to the master specified in the .identity file and asks for all the information it needs to pick up where it left off. However, in cases where the storage server had been removed from its destination on the master server, the master server looks up the storage server, finds nothing, and leaves the storage server without the information it needs to operate.
  • You may encounter the issue described in this article while repurposing a storage server by moving it to another destination controlled by a different master server. This scenario is just an example. There may be other cases.

Before you begin

Prevent data loss
In order to avoid data loss, you should secure a copy of your storage server's latest database dump files.
  • Save a backup of your enterprise server's internal database before attempting to reinstall the Code42 environment. The location of the database dumps depends on the OS platform of your enterprise server.
  • If you have already attempted to reinstall the Code42 environment on your storage server without removing the .identity file first, you will not be able to log into the storage server's administration console. However, the Code42 environment server process is still running.
  • The recommended solution in this article should be followed whether or not you have already attempted to reinstall without removing the .identity file first.

Before proceeding with the steps in this tutorial, you may optionally confirm that your storage server is experiencing this issue by looking at the log files on the storage server. To confirm that the storage server in question is experiencing the issue addressed in this tutorial, look for messages similar to the following in the main application log file ( com_backup42_app.log.[0-9] ):

[08.19.14 13:48:48.618 INFO    W17764255_DiskBalanc com.code42.balance.engine.DataBalancer  ] No MountPoints defined; balancer exiting.
[08.19.14 13:48:48.636 INFO    W16906549_VolumeWatc] MountPointWatcher: No mount points for serverGuid=649937918596481281
  • The value for serverGuid would be replaced by the guid for your storage server
  • On a Linux server, you could use a command such as:
    grep -i mountpoint com_backup42_app.log.0

Recommended solution

To resolve the issue, follow the steps in this section.

  1. Uninstall the Code42 environment on your storage server, using the instructions that apply to your platform.
  2. Remove the .identity file from your enterprise server:
    • Linux and Solaris: /var/opt/proserver/.identity
    • Windows 64-bit: C:\ProgramData\PROServer\PROServer\.identity
    • Windows 32-bit: C:\Documents and Settings\All Users\Application Data\PROServer\PROServer\.identity
    • Mac OSX: /Library/CrashPlan/.proserver_identity
  3. Reinstall the Code42 environment on your server.
  4. Confirm that you are able to sign in to the administration console of the storage server.
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