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Code42 Support

Server Offline

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

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

The table below displays where the alert appears and where it can be configured.

Alert Text Location
"Server is offline: Code42 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 Code42 server process or service running on the Code42 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 backup or restore
  • Users cannot share or sync files, folders, and events
  • Users cannot authenticate

Recommended solution

The identity of the offline server is given in the alert. To resolve this alert:

Confirm that Storage server is still offline

In some cases, a temporary network issue or other temporary condition may have resolved itself.

You should visually verify that the storage server is still offline by navigating to Destinations > Servers in the administration console. The affected server will be identified by a red status indicator in the online column:

Server offline

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 Code42 server process is running on the storage servers.
    2. Restart the Code42 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 Code42 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 Code42 servers.

Step 4: Attempt to sign in to Administration console of offline Code42 server

If you are able to sign on to the administration console of the offline Code42 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

Confirm problem is resolved

Navigate to Destinations > Servers on the administration console, and verify that the affected storage server is now online. It should be marked green in the online column:

Storagenode online

Once you have confirmed that the problem has been resolved, acknowledge the alert:

  1. Go to the Alerts Overview
  2. Click the Server is offline checkbox
  3. From the action menu, choose Acknowledge

Acknowledge the alert

The alert will continue to appear on the Alerts Overview in the administration console until you acknowledge the alert. To acknowledge the alert, go to Alerts, select the alerts you want to acknowledge, and choose Acknowledge from the action menu.