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Code42 Support

Troubleshooting The Upgrade From Version 3.6.3.1 To 3.6.4.1

Applies to:
  • CrashPlan PROe

Overview

If you have trouble upgrading your enterprise server to version 3.6.4.1, these tips can help you troubleshoot the problem.

If you have any concerns about the upgrade process, stop all upgrade operations and contact our Customer Champions for assistance.

Troubleshooting your Master Server upgrade

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 Code42 server and have no associated Code42 app or SharePlan app upgrade. See your version's release notes for details.

Why would the Code42 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 with the telnet command. Depending on whether your authority server is configured to require SSL, devices connect on TCP 4285 (for HTTPS) or TCP 4280 (HTTP). 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.

  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 Code42 app can download the .jar file. what's next?

Send the device's log files to our Customer Champions for Code42 for Enterprise support to 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 Code42 app and install the latest version.