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Code42 Support

Storage server does not start after reinstalling the Code42 environment

Available in:

  • CrashPlan PRO
    • Standard
    • Premium
    • Enterprise
Applies to:

Overview

Under certain circumstances, a storage server in a multi-server Code42 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.

Considerations

  • The issue occurs when the following conditions are met:
    • Your Code42 environment has an authority server and at least one storage server.
    • An administrator has removed the storage server from its destination on the authority 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 authority server, the authority 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 while repurposing a storage server by moving it to another destination controlled by a different authority 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 Code42 server's internal database before attempting to reinstall the Code42 environment. The location of the database dumps depends on the OS platform of your Code42 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 ackup42.app.cpc.backup.MountPointWatcher] MountPointWatcher: No mount points for serverGuid=649937918596481281
  • Replace the value for serverGuid with 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 server on your storage server.
  2. Remove the .identity file from your Code42 server:
    • Linux: /var/opt/proserver/.identity
      Applies to Code42 servers installed as root on Ubuntu
    • Windows: C:\ProgramData\PROServer\PROServer\.identity
  3. Reinstall the Code42 server on your server.
  4. Confirm that you are able to sign in to the administration console of the storage server.
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