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This article applies to version 6.

Other available versions:

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Available in:

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Small Business
Code42 Support

Resolve devices marked as duplicate

This article applies to version 6.

Other available versions:

Cloudicon.qnmark.png

Available in:

StandardPremiumEnterprise
Small Business

Overview

When a user in your Code42 environment has multiple devices with the same computer ID, problems such as backup never reaching 100% can occur. These problems can potentially lead to data loss. To resolve this issue, your authority server automatically detects the device with the duplicate ID and assigns it a new one, creating a new device in your Code42 environment. This article explains how Code42 resolves duplicate IDs, what you can do to prevent them, and how to troubleshoot the process.  

Affects

  • Code42 environments with an on-premises authority server version 6.5 and later, with version 6.5 and later Code42 apps
    For Code42 environments on previous versions, see Additional resources. 

Causes

The following actions can cause devices to have duplicate computer IDs (GUIDs): 

  • Cloning a virtual machine that has the Code42 app installed and running on both virtual machines at the same time.
  • Using Time Machine to restore a Mac from a backup.
  • Using a third-party utility, such as Carbon Copy Cloner, to exactly duplicate a system state. 

Diagnosing

When your authority server detects that multiple devices are using the same ID, Code42 assigns a new ID to the duplicate device. This means: 

  • A new device appears in the administration console for the user. The new device has "- duplicate 1" added to the name.
    • For example, if the device is named Saceanu OS X, the newly created device is named Saceanu OS X - duplicate 1.
    • If the user has more than two devices with the same ID, the number increments, as in "duplicate 2", "duplicate 3", and so on. 
  • On the newly created device, the Code42 app prompts the user to log in again with the user's account password

Recommended solution

To avoid the problem of multiple user devices having the same ID, we recommend you do not take the actions that cause devices to have duplicate IDs. 

(Optional) When Code42 creates a new device for a duplicate ID, you can: 

Alternative solution

If new devices are being created in your Code42 environment that you do not think had duplicate IDs, you can update the thresholds used to detect duplicate IDs via system properties. 

System property Function Default 
c42.duplicate.computer.detection.event.threshold.count The Code42 app maintains a counter, that increments when communicating with the authority server. This property sets the number of times a Code42 app can return the same increment to the authority server without being detected as a duplicate ID.  10
c42.duplicate.computer.detection.event.threshold.window.in.days Limits the number of days in which a Code42 app can return the same counter increment to the authority server without being detected as a duplicate ID. 20

When the above system properties use the default values, for example, a Code42 app that returns the same counter value to the authority server 10 times in 20 days will have a new device created with a unique ID and "- duplicate 1" added to the device name (as described above).  

Configure duplicate ID detection thresholds

By default, Code42 detects duplicate IDs when a Code42 app returns the same counter value to the authority server 10 times in 20 days. You can configure these thresholds as follows:

  1. Sign in to the administration console.
  2. Double-click the logo in the upper-left corner of the administration console.
    The command-line interface appears in the administration console.
  3. (Optional) Enter the followingprop.setcommand at the top of the command-line interface:

prop.set c42.duplicate.computer.detection.event.threshold.count <count> save all

Replace <count> with the number of times a Code42 app can return the same increment to the authority server. The default value is 10. 

  1. (Optional) Enter the followingprop.setcommand at the top of the command-line interface:

prop.set c42.duplicate.computer.detection.event.threshold.window.in.days <days> save all

Replace <days> with the number of days during which a Code42 app can return the same increment to the authority server. The default value is 20. 

Overwriting values
Setting a new value with a prop.set command overwrites any existing value.
  1. To verify the new settings in your Code42 environment, enter the following commands:

prop.show c42.duplicate.computer.detection.event.threshold.count

The value of the property appears.

prop.show c42.duplicate.computer.detection.event.threshold.window.in.days

The value of the property appears.

Additional resources

  • To view a list of computer IDs in your Code42 environment, go to Devices > Active > action menu > Export All.
  • To resolve duplicate computer IDs manually, see Assign your computer a new ID
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