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Code42 Support

Unable to contact Code42 licensing server

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
"Unable to contact Code42 licensing server." Alerts Overview
"Unable to Verify License" Licensing

Severity

Low - this alert indicates a condition that should ideally be corrected, although it does not pose an immediate threat to user data, system security, or service availability.

Cause

This alert is triggered when the master server in your private cloud or hybrid cloud Code42 environment cannot contact the Code42 licensing server.

Affects

Private cloud or hybrid cloud Code42 environments using Code42 server versions 5.4.x and later.

Recommended solution

To resolve this alert, follow the steps that correspond to the specific Licensing error message.

Error Message Resolution
Unable to perform DNS resolution to the Code42 license server. Correct your DNS configuration.
  1. Contact your network administrator to investigate any problems with your network. Confirm that your network's DNS configuration allows your master server to communicate with our license server at license1.code42.com.
  2. Contact our Customer Champions for Code42 CrashPlan support.

Cannot reach the Code42 license server. Correct your firewall, router, or other network configuration.
  1. Verify that your firewall rules permit traffic over outbound port 443. See TCP and UDP ports used by the Code42 platform for more information.
  2. Confirm you can access the Internet.
  3. Check your router connectivity.
  4. Check your VPN configuration.
  5. Contact our Customer Champions for Code42 CrashPlan support.
Failed to connect to the Code42 license server.
  1. Check any email communication from Code42 or our user forums for announcements related to maintenance.
  2. Contact our Customer Champions for Code42 CrashPlan support.
Cannot parse the configured proxy address. Correct the proxy configuration, found in system settings.
  1. Select Settings > Server.
  2. In the General section, correct the Proxy address.
Cannot update licensing information with Code42.

Unlike the errors listed above, this error message occurs when the master server is unable to determine the exact cause of its disconnection from the licensing server.

  1. Try all the steps suggested above. If you still see the error message, contact our Customer Champions for Code42 CrashPlan support.
  2. Our Customer Champions may request a copy of the logs or other diagnostic material from your Code42 server. See Send logs to enterprise support for more information.
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