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Code42 Support

Upgrade 3.2.1.2 to 3.3.0.2

Applies to:
  • CrashPlan PROe

Overview

This tutorial describes how to upgrade your Code42 environment from version 3.2.1.2 to version 3.3.0.2. The upgrade from 3.2.1.2 to 3.3.0.2 is a server-side and client-side upgrade. View 3.3.0.2 release notes.

Note: Enterprise servers running version 3.2.1 or 3.2.1.1 must be upgraded to 3.2.1.2 first, before upgrading to version 3.3.0.2.

Before you begin

  1. Verify that your support is up to date from the administration console's Licensing screen.
    Only Code42 environments under current support and maintenance are able to upgrade.
  2. Test the software upgrade before upgrading your production environment.
  3. Always dump your enterprise server database(s) before attempting to upgrade.
  4. Verify that your CrashPlan apps can connect to your master server on TCP 4280 for download of client upgrade files.
Managed appliance Upgrades
If your authority server is a Code42 managed appliance, our Customer Champions work with you to upgrade your Code42 environment. Do not attempt to upgrade your environment on your own.

Version compatibility

The upgrade from 3.2.1.2 to 3.3.0.2 is a enterprise server and CrashPlan app upgrade. View 3.3.0.2 release notes.

Enterprise server version 3.3.0.2 is compatible with:

  • CrashPlan app versions: 3.3

What to expect

When you apply the upgrade, the enterprise server service shuts down and performs the upgrade tasks. When the upgrade tasks are complete, the enterprise server service starts up automatically.

Upgrade the master server first. Most enterprise server upgrades take 5-10 minutes to complete; however, upgrades in larger Code42 environments may take 15-30 minutes or more, depending on the size of the environment and the nature of the specific upgrade.

CrashPlan App upgrades

Once the master server has been upgraded successfully and comes back online, the administrator must take action in order for CrashPlan app devices to upgrade. We recommend running the upgrade on a single CrashPlan app device before enabling automatic upgrades for all of your CrashPlan app devices. Please review Best Practices for Upgrading Your Devices prior to upgrading.

Once you enable device auto-upgrade, you must restart your master server before your CrashPlan app devices can upgrade. When the master server has restarted, CrashPlan app devices reconnect to the upgraded master server at a randomized interval of 1-15 minutes. Devices download their upgrades from the master server over TCP 4280 and upgrade themselves automatically. The randomized re-connect interval means there may be a delay between when the master server comes back online and when all devices have successfully upgraded.

Testing the upgrade

Single-server environments

If you have a single enterprise server in your Code42 environment, please follow these steps to test your enterprise server and CrashPlan app upgrades. The upgrade test requires one test machine or VM.

Prepare the Enterprise Server

  1. Write down the current primary and secondary network addresses from the production enterprise server's administration console.
  2. On your production enterprise server, dump the database.
  3. Disconnect your test enterprise server from your production network.
    This is to prevent your test enterprise server from interacting with devices or sending alert emails to users or administrators.
  4. If the primary network address of the production enterprise server is an IP address, then you must set the IP address of the test machine to the same value. It is therefore critical that you completely disconnect the test machine from your production network, as suggested above, to prevent the test machine from interacting with any CrashPlan apps or storage servers.
  5. If the primary network address is a hostname rather than an IP address, you must edit the hosts file on your test machine so that the hostname entered as the primary network address in the administration console points to the IP address of the test machine:
    • An example entry might read :
      • myserver.example.com    192.0.2.101
    • As an alternative, you may change the IP address of the test machine to be identical to the IP address of the production enterprise server. As already stated, it is important to isolate the test machine from your production network, to prevent the test machine from interacting with CrashPlan apps and storage servers.

Test the Enterprise Server upgrade

  1. Install enterprise server version 3.2.1.2 on the test enterprise server.
  2. Import the database dump created in Step 1 into your test master server.
  3. On your test enterprise server's existing {{storepoint4}s, disable Accept New Devices.
  4. Create a new store point on your test enterprise server.
  5. Install CrashPlan app version 3.2.1 on the same test enterprise server.
    Customized CrashPlan app installers should not be used for the upgrade test.
  6. Once the CrashPlan apps installation completes, register the CrashPlan app under a new user account.
    If your Code42 environment uses LDAP or SSO to authenticate users, register the user in an org that uses built in authentication.
  7. Back up a small amount of data to the test enterprise server.
  8. From the test master server's administration console, go to Settings > Server > Action Menu > Upgrade to apply the enterprise server upgrade.
  9. Review the End User License Agreement and click I AGREE to proceed with the upgrade.

Verify the test server upgrade

After the upgrade completes:

  1. Clear your browser cache and sign in to the master server's administration console to verify the upgrade test.
  2. When asked if you would like to upgrade all of your CrashPlan app now or later, choose No, I'll upgrade later.
  3. Verify the following:
  • You are able to sign in to the test master server's admin administration console.
  • Under Settings > Server, the current version number is 3.3.0.2.
  • You are able to view the details of an org, a user and a device. You can also do spot checks of various configuration screens if you'd like, but verifying an org, user and device's details provides good coverage.
  • Your test CrashPlan app is connected to the test master server.
  • You are able to back up and restore files from the test CrashPlan app.

Test the CrashPlan App upgrade

Once you've verified the enterprise server upgrade, initiate the CrashPlan app upgrade for your test device:

  1. Navigate to the test device's Device Details pane.
  2. From the Action Menu, select Upgrade.
  3. Confirm that you are ready to upgrade your test device.

The upgrade command is sent to the device immediately and the device begins the upgrade process.

Verify the test CrashPlan App upgrade

  • The administration console displays a “success” message in the lower-left corner.
  • Launch the CrashPlan app and go to Settings > Account to verify that the version number is 3.3.
  • You are able to back up and restore files from the test CrashPlan app.

What's next?

If the upgrade test passes all verification steps, then proceed with upgrading your production Code42 environment.

If any verification steps fail during the upgrade test, cease further upgrade operations. Please send the following information to our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support:

  • Archive of enterprise server log files, including the upgrade log
  • Archive of CrashPlan app log files
  • Copy of the database dump created in step 1

Multi-server environments

If you have a multi-server Code42 environment, please follow these steps to test your enterprise server upgrade. The upgrade test requires two test enterprise servers or VMs and a fully closed, private network.

Prepare the enterprise servers

Complete the following steps for your master server and for one of your storage servers:

  1. Write down the current primary and secondary network addresses from the production enterprise server's administration console.
  2. On your production enterprise server, dump the database.
  3. Disconnect your test enterprise server from your production network.
    This is to prevent your test enterprise server from interacting with devices or sending alert emails to users or administrators.
  4. If the primary network address of the production enterprise server is an IP address, then you must set the IP address of the test machine to the same value. It is therefore critical that you completely disconnect the test machine from your production network, as suggested above, to prevent the test machine from interacting with any CrashPlan apps or storage servers.
  5. If the primary network address is a hostname rather than an IP address, you must edit the hosts file on your test machine so that the hostname entered as the primary network address in the administration console points to the IP address of the test machine:
    • An example entry might read :
      • myserver.example.com    192.0.2.101
    • As an alternative, you may change the IP address of the test machine to be identical to the IP address of the production enterprise server. As already stated, it is important to isolate the test machine from your production network, to prevent the test machine from interacting with CrashPlan apps and storage servers.

Test the enterprise server upgrade

  1. Install enterprise server version 3.2.1.2 on two test enterprise servers.
  2. Import the database dump created in Step 1 into your test master server.
  3. On your test master server:
    1. Change the Primary and Secondary network addresses of your master server to work on the private network.
    2. On existing store points, disable Accept New Devices.
    3. Create a new store point on your test enterprise server.
    4. Change the Primary and Secondary network addresses of your test storage server to work on the private network.
  4. On the second test enterprise server, import the database for your storage server.
  5. Verify that the test enterprise servers are able to communicate. From the master server's administration console, go to Destinations > Servers. The test storage servers status should be "online".
  6. (For LDAP or SSO environments only) Create a test org that does not use LDAP authentication.
    For testing CrashPlan app backup, restore and upgrade without connectivity to the LDAP server.
  7. Install PROe Client version 3.2.1 on one of the test enterprise servers.
    Customized CrashPlan app installers should not be used for the upgrade test.
  8. Once the CrashPlan app's installation completes, register the CrashPlan app under a new user account.
    If your Code42 environment uses LDAP or SSO to authenticate users, register the user in an org that uses CrashPlan PROe's built in authentication.
  9. Verify that the test CrashPlan app is connected to the test master server.
  10. Back up a small amount of data to the test enterprise server.
  11. From the test master server enterprise server's administration console, go to Settings > Server > Action Menu > Upgrade to apply the enterprise server upgrade.
    If automatic server upgrades are disabled in your Code42 environment, you must manually apply the upgrade to the test storage server.
  12. Review the End User License Agreement and click I AGREE to proceed with the upgrade.
    The upgrade process begins and your enterprise server shuts down.

Verify the server upgrade test

After the upgrade completes, clear your browser cache and sign in to the master server's administration console to verify the upgrade test. Verify the following:

  • You are able to sign in to the test master server's administration console.
  • Under Settings > Server, the enterprise server's current version number is 3.3.0.2.
  • You are able to view the details of an org, a user and a device. You can also do spot checks of various configuration screens if you'd like, but verifying an org, user and device's details provides good coverage.
  • The test storage server is online and connected to the test master server.
  • The test CrashPlan app is connected to the test master server.
  • You are able to back up and restore files from the test CrashPlan app.

Test the CrashPlan App upgrade

Once you've verified the enterprise server upgrade, initiate the CrashPlan app upgrade for your test device:

  1. Navigate to the test device's Device Details pane.
  2. From the Action Menu, select Upgrade.
  3. Confirm that you are ready to upgrade your test device.
    The upgrade command is sent to the device immediately and the device begins the upgrade process.

Verify the test CrashPlan App upgrade

  • The administration console displays a “success” message in the lower left corner
  • Launch the CrashPlan app and go to Settings > Account to verify that the version number is 3.3
  • You are able to back up and restore files from the test CrashPlan app

What's next?

If the upgrade test passes all verification steps, then proceed with upgrading your production Code42 environment.

If any verification steps fail during the upgrade test, cease further upgrade operations. Please send the following information to our Customer Champions for assistance:

  • Archive of enterprise server log files, including the upgrade log
  • Archive of CrashPlan app log files
  • Copy of the database dump created in step 1

Upgrading your production environment

1. prepare your production environment

  1. Review the Licensing screen to verify that your support license is current.
  2. Dump your master server's database from Settings > Server > Action Menu > Dump Database.
  3. Download the upgrade file(s) for your enterprise server platform(s).
  4. For multi-server environments with automatic storage server upgrades enabled:
    The automatic storage server upgrade occurs only for storage servers on the same platform as the master server. In mixed platform server environments, you must place the upgrade file(s) for any other storage server platforms into the following directory on the master server:
    • Linux master server:
      /opt/proserver/upgrade or /home/userName/proserver/server/upgrade
    • Mac master server: /Applications/PROServer.app/Content/Resources/Java/upgrade
    • Windows master server:
      C:\Program Files\CrashPlan\upgrade

2. upgrade your servers

  1. Apply the enterprise server upgrade from Settings > Server > Action Menu > Upgrade.
  2. Review the End User License Agreement and click I AGREE to proceed with the upgrade.
    The enterprise server restarts after successfully upgrading.
  3. After the server restart completes, clear your browser's cache and sign in to the console.
  4. When asked if you would like to upgrade all of your PROe Clients now or later, choose No, I'll upgrade later.
  5. Verify the following:
    • You are able to sign in to the master server's administration console.
    • Under Settings > Server, the current version number is 3.3.0.2.
    • You are able to view the details of an org, a user and a device. You can also do spot checks of various configuration screens if you'd like, but verifying an org, user and device's details provides good coverage.
    • Your CrashPlan app devices are able to reconnect to the master server.
    • You are able to back up and restore files from a CrashPlan app device.

3. upgrade your CrashPlan App devices

  1. Once you've verified the enterprise server upgrade, initiate the CrashPlan app upgrade for one existing device:
    1. Navigate to the test device's details.
    2. From the Action Menu, select Upgrade.
    3. Confirm that you are ready to upgrade your test device.
      The upgrade command is sent to the device immediately and the device begins the upgrade process.
  2. Verify the CrashPlan app test device upgrade:
    • The administration console displays a “success” message in the lower left corner.
    • Launch the CrashPlan app and go to Settings > Account to verify that the version number is 3.3.
    • You are able to back up and restore files from the test device.
  3. When you are ready to upgrade the rest or your environment's CrashPlan app devices:
    1. Sign in to the master server's admin console
    2. From Settings > Server, enable Auto-upgrade devices

Upgrade files

MD5 checksums

Troubleshooting

Troubleshooting your Authority server upgrade

What if the Authority server upgrade fails?

If your authority server upgrade fails, your authority server is still recoverable. The internal database is protected during upgrades, which allows us to restore the server to working order.

As soon as you notice a problem, stop upgrading immediately and contact our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support.

Error: Invalid_file or unable to read properties

Error processing upgrade: INVALID_FILE - Unable to read properties,
file=/Applications/PROServer.app/Contents/Resources/Java/upgrade/1386428616401/upgrade.properties

If your administration console displays an error message like this one in Upgrade Server and Clients or in the log viewer after attempting to upgrade your enterprise server, there are several possible causes.

Cause: Invalid upgrade file

One common cause is using an invalid upgrade file, such as:

  • Using a corrupt upgrade file
  • Using an upgrade file for the wrong version
  • Using installation files instead of .upgrade files

To resolve this error:

  1. Stop the enterprise server.
  2. Navigate to the enterprise server /upgrade folder on your file system:
    • Linux: /opt/proserver/upgrade
      Applies to Code42 servers installed as root on Ubuntu
    • Windows: C:\Program Files\CrashPlan PROe Server\upgrade
    • OS X: /Applications/PROServer.app/Content/Resources/Java/upgrade
    • Solaris: /opt/proserver/upgrade
  3. Remove all files from the /upgrade folder.
  4. Download the .upgrade file (not an installation file) from the location provided in the upgrade instructions.
  5. Place the .upgrade file in the /upgrade folder as described in the upgrade instructions.
  6. Start the enterprise server.
  7. Apply the upgrade as described in the upgrade instructions.
Cause: Insufficient space in your multi-server deployment

Another common cause is a server in a multi-server environment running low on storage space.

To resolve this error:

  1. Check the available storage space on each of your storage servers in the administration console.
  2. If possible, add storage space or reclaim storage space in use.

Administration console inaccessible after upgrade

Windows-based Code42 servers only

In certain circumstances, the administration console may be inaccessible after a Windows Code42 server is upgraded. This issue occurs when necessary files are locked by the operating system during the upgrade process, and is most commonly experienced on Windows servers that do not meet the system requirements for Code42 servers. The upgrade will succeed when Windows releases the locked files.

To resolve the issue, attempt the upgrade again on the affected Code42 server:

  1. Uninstall the newer version of the Code42 server.
  2. Install the older version of the Code42 server.
  3. Import the database dump you made before attempting the upgrade.
  4. Perform the upgrade to the newer version of the Code42 server.

Troubleshooting your device upgrades

How do I verify that my devices upgraded?

There are several ways to verify the status of your devices. The best options are to use the Code42 API or to export the devices.csv and sort by displayVersion.

Some upgrades are "server-only" upgrades, which affect only the enterprise server and have no associated CrashPlan app or SharePlan app upgrade. See your version's release notes for details.

Why would a CrashPlan app fail to upgrade and how do I fix it?

The most common reason for a failed upgrade is a network issue that prevents that the device from downloading its update from the authority server.

Diagnosing a failed upgrade with telnet

Verify that your devices are able to connect to your authority server on TCP 4280 with the telnet command. For example:

telnet 192.0.2.100 4280

Replace 192.0.2.100 with your server's IP address or hostname, as specified in the administration console's network settings, found in Server > Settings.

You should see a response from the server. An example response:

Trying 192.0.2.100...
Connected to 192.0.2.100.
Escape character is '^]'.

Diagnosing a failed upgrade with logs

If necessary, you can review the device's service.log to check the device's communications with the authority server. The device attempts to download a ”.jar” file, which is a string you can search for in the log.

  1. Navigate to the log directory on your device:
    • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
      To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
    • Windows XP: C:\Documents and Settings\All Users\Application Data\CrashPlan\log
      To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
    • OS X: /Library/Logs/CrashPlan
      If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/log
    • Solaris: /opt/sfw/crashplan/log
  2. Open service.log in a plain text editor (Notepad, TextEdit, etc.)
  3. Search for .jar.
    The device attempts to download .jar files from your authority server as part of the upgrade process, and it will log that activity in service.log.
  4. Confirm that the location of the authority server listed alongside the log entries for .jar is the correct location of your actual authority server.

The CrashPlan app can download the .jar file. what's next?

Please send the device's log files to our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support for review. If the device is not properly applying an upgrade, a serious error may be interfering with the upgrade process.

If you cannot wait to diagnose the problem and a small number of devices are affected, the fastest fix is to simply uninstall the CrashPlan app software and install the latest version.

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