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Code42 Support

Upgrade PROe Version 3.4.x to 3.5.1.1

Applies to:
  • CrashPlan PROe

Overview

This tutorial describes how to upgrade your Code42 environment from enterprise server version 3.4.x to version 3.5.1.1.

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. Important Licensing Notes! There are licensing changes included in this upgrade. Please review 2013 Licensing FAQs before beginning this upgrade.
    • All annual, device-based licenses (licenses purchased on or before January 27, 2013) must be added to your Code42 environment before upgrading to version 3.5.1.1. Previously purchased annual, device-based licenses may not be added once your Code42 environment is upgraded to version 3.5.1.1.
    • Once your Code42 environment is upgraded to version 3.5.1.1, all previously entered annual or perpetual device-based licenses are converted to user-based licenses. This means that after upgrading, your users are allowed up to 4 devices per user account.
    • Once you upgrade to 3.5.1.1, all users with protected backup data, including backup data in cold storage, consume a user license. This rule apples for both active and deactivated user accounts. This is a change that may affect your number of available licenses. Audit your Code42 environment prior to upgrading to 3.5.1.1 or contact Sales for assistance.
  3. Always dump your enterprise server database(s) before attempting to upgrade.
  4. Test the software upgrade before upgrading your production Code42 environment.

Managed Appliance customers

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 3.4.1.x to 3.5.1.1 is an enterprise server upgrade only. There is no associated upgrade for the CrashPlan app software or the CrashPlan mobile apps.

This upgrade can be applied to versions 3.4.1 or 3.4.1.1-3.4.1.5. View 3.5 release notes. To upgrade earlier versions of the enterprise server to version 3.5.1.1, you must first upgrade to 3.4.1.x.

Enterprise server version 3.5.1.1 is compatible with:

  • CrashPlan app version 3.4.1
  • CrashPlan mobile app versions:
    • Android: 3.4.1.1
    • iOS: 3.4.0
    • Windows Phone: 3.3.4.0
Note for OS X 10.5 servers:
Apple's Java for OS X 10.5.8 is not compatible with CrashPlan PROe version 3.5.1.1.

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 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 Code42 environment and the nature of the specific upgrade.

Testing the upgrade

We always recommend testing the upgrade before deploying to your production Code42 environment. Please follow the steps below to perform a test upgrade.

Single server environments

If you have a single enterprise server in your Code42 environment, please follow these steps to test your enterprise server upgrade. You'll need one test machine or VM to complete the upgrade test.

  1. On your production master server, dump the database.
  2. On your test machine, completely disconnect from any network connectivity.
    This is to prevent your test enterprise server from sending alert emails to users or administrators.
  3. Install enterprise server version 3.4.1.5 on the test machine.
  4. Import the database dump created in Step 1 into your test master server.
  5. On your test server's existing store point, disable Accept New Devices.
  6. Create a new store point on your test enterprise server.
  7. Install CrashPlan app (same version as your production Code42 environment) on the same test machine.
    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 built in authentication. This is to verify CrashPlan app functionality without requiring connectivity to the LDAP or SSO server.
  9. Back up a small amount of data to the test enterprise server.
  10. From the test enterprise server's administration console, apply the upgrade from Settings > Server > Action Menu > Upgrade.
To verify that the upgrade test was successful, check the following:
  • You are able to sign into the test master server's administration console.
  • 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.

Multi-server environments

If you have a multi-server Code42 environment, please follow these steps to test your enterprise server upgrade. You will need two test machines or VMs and a fully closed, private network to complete the test.

  1. On your production master server, dump the database.
  2. Choose one of your storage servers to use in the upgrade test. Dump the database of the chosen production storage server.
  3. Set up a closed, private network with no outside connectivity.
    This is to prevent your test servers from sending alert emails to users or administrators.
  4. Install enterprise server version 3.4.1.5 on two test machines.
  5. Import the database dump created in Step 1 into your test master server.
  6. 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 server.
    4. Change the Primary and Secondary network addresses of your test storage server to work on the private network.
  7. On the second test machine, import the database for your storage server.
  8. Verify that the test servers are able to communicate. From the master server's administration console, go to Destinations > Servers. The test storage server's status should be online.
  9. Install CrashPlan app version 3.4.1 on one of the test machines.
    Customized CrashPlan app installers should not be used for the upgrade test.
  10. 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 built in authentication. This is to verify CrashPlan app functionality without requiring connectivity to the LDAP or SSO server.
  11. Verify that the test CrashPlan app is connected to the test master server.
  12. Back up a small amount of data to the test enterprise server.
  13. For multi-server Code42 environments with automatic storage server upgrades enabled:
    The automatic storage server upgrade occurs only for storage server on the same platform as the master server. In mixed platform server Code42 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/Content/Resources/Java/upgrade
    • Windows master server: C:\Program Files\CrashPlan\upgrade
  14. From the test master server's administration console, apply the upgrade from Settings > Server > Action Menu > Upgrade.
To verify that the upgrade test was successful, check the following:
  • You are able to sign into the test master server's administration console.
  • 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.

Upgrading your production environment

  1. Verify your Code42 environment is still under support from the Licensing screen.
  2. Verify that all purchased annual, device-based product license keys have been applied to your Code42 environment.
    You will not be able to enter annual, device-based product license keys into your master server after upgrading to 3.5.1. Contact Sales with any licensing questions prior to upgrading.
  3. Dump your enterprise server's database from Settings > Server > Action Menu > Dump Database.
  4. For multi-server Code42 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 Code42 environments, you must place the upgrade file(s) for any other 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/Content/Resources/Java/upgrade
    • Windows master server: C:\Program Files\CrashPlan\upgrade
  5. Clear your browser cache to ensure that the upgraded version of the administration console displays correctly after the upgrade.
To verify that the upgrade test was successful, check the following:
  • You are able to sign into the master server's administration console.
  • 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.
  • (For multi-server environments) Your storage servers are online and connected to the master server.
  • Your CrashPlan app devices are able to re-connect to the master server.
  • You are able to back up and restore files from a CrashPlan app device.

Upgrade files

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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