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Code42 Support

Upgrade the Code42 apps in your environment

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

This tutorial describes how to upgrade the Code42 apps in your Code42 environment.

Considerations

  • We recommend you test the upgrade thoroughly before you enable automatic upgrades for all user devices.
  • Code42 apps upgrade automatically after you enable the upgrade and restart your authority server.
  • Devices reconnect to the authority server at a randomized interval of 1 to 15 minutes. If a download attempt is unsuccessful, the device retries after one hour.
  • In very large Code42 environments, upgrading thousands of devices simultaneously may temporarily affect Code42 app and administration console performance. See Change ports for CrashPlan device upgrades for steps to prevent potential problems.

Before you begin

  • Beginning with version 5.3 of the Code42 platform, the Code42 app is no longer bundled with the Code42 server. You must add the compatible Code42 app versions from the App Downloads screen in the administration console. 
  • (Optional) If you have limited network bandwidth and a large number of devices to upgrade, you can improve network performance during device upgrades by pre-staging the Code42 app upgrade files on devices before starting the upgrade process. 
Dependency on Ubuntu 17, Debian 9, and RedHat 7.4

Code42 apps version 5.x and 6.x on Linux typically require that you install the configuration package libgconf-2-4. If that package is missing, Code42's initial install alerts you, but an upgrade to 5.x or 6.x simply fails silently. To install the package, type the following in the terminal:
sudo apt-get install libgconf-2-4
After you install libgconf-2-4, your Code42 app should run normally.

Step 1: Upgrade the Code42 apps

  1. (Code42 server version 5.3 and later) If you haven't already, add the newest Code42 apps to your authority server.
  2. Test the upgrade for one existing device:
    1. In the master server's administration console, go to Devices > Overview.
    2. Click the name of the device.
    3. From the action menu, select Upgrade.
    4. Click Upgrade to upgrade the device.
      The upgrade command is sent to the device immediately and the device begins the upgrade process. When the upgrade is complete, the administration console displays a “success” message in the lower left corner.
  3. Verify the test Code42 app upgrade:
    • Launch the CrashPlan app on the device and verify the version number.
    • Confirm that you are able to back up files from the test device.
  4. When you are ready to upgrade the rest of your Code42 environment's devices:
    1. Sign in to the master server's administration console.
    2. From Settings > Server, enable Auto-upgrade devices.
    3. Click Save.
      A confirmation message appears.
    4. Click Restart.

Step 2: Upgrade CrashPlan mobile apps

Mobile devices do not automatically upgrade from the authority server. Depending on your environment, either:

  • Instruct your users to update the CrashPlan mobile app from their devices' app store.
  • Configure your mobile device management tool to push an upgrade to your managed devices.

Step 3: Verify the Code42 app upgrade

Export a list of devices in your Code42 environment and sort by version to view Code42 apps that have not upgraded:

  1. Sign in to the administration console.
  2. In version 6.5 and later, navigate to Administration > Devices > Active. In versions earlier than 6.5, navigate to Devices.
  3. From the action menu, select Export All.
  4. Save the CSV file to your computer.
  5. Open the CSV file in the spreadsheet application of your choice.
  6. Sort by the displayVersion column and look for any Code42 apps with an old version number.

See View device backup status with the Reporting web app for a more detailed view of device status.

Resolve a failed Code42 app upgrade

Device cannot download update from the authority server

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

Diagnose with telnet

Verify that user devices are able to connect to your authority server. Use a telnet command to test ports. Depending on the version of your authority server and Code42 app, devices attempt to connect through port 4280, 4282, or 4285. See Change ports for CrashPlan device upgrades for more information on ports.

From the device that failed to upgrade, run the following command at a command prompt:

telnet <server_IP_or_hostname> <port>

Replace <server_IP_or_hostname> with your authority server's IP address or hostname as specified in the administration console's network settings under Server > Settings. Replace <port> with the appropriate port number.

  • If you see a response similar to the following example, the device is able to successfully connect to your authority server:
    Trying 192.0.2.100...
    Connected to 192.0.2.100.
    Escape character is '^]'.
    
  • If you see a different response, the device cannot connect to your master server.
    • Verify that your master server's Website protocol, host and port is correctly configured at Settings > Server.
      Devices download upgrades from this address.
    • Check connectivity and networking settings.

Diagnose with logs

When a device attempts to download .jar files from your authority server as part of the upgrade process, it logs that activity in service.log.0. If necessary, you can review the device's service.log.0 to check the device's communications with the authority server.

  1. Navigate to the log directory on the device:
    • Windows: 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.
    • Mac: /Library/Logs/CrashPlan
      To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path. If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/log
  2. Open service.log.0 in a plain text editor (Notepad, TextEdit, etc.).
  3. Search for .jar to find the download event. For example:
    [11.13.15 08:40:35.560 INFO  7856_DwldMgr .service.upgrade.DownloadManager] DOWNLOAD:: Downloading patch from http://192.168.100.10:4280/installs/mac/upgrade5/1440997200510_261.jar?guid=650355915434815233; DownloadManager[patchDir = upgrade, patchFiles = [1440997200510 (2015-08-31T05:00:00:510+0000)], patchProblem = false]
  4. Review the log entry:
    • If the device successfully downloaded the .jar file, send the device's log files to our Customer Champions for Code42 for Enterprise support or CrashPlan for Small Business (previously 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 the device failed to download the .jar file:
      • Confirm that the location of the authority server listed alongside the log entries for .jar is the correct location of your actual authority server. If it is incorrect, update the authority server's Website protocol, host and port at Settings > Server in the administration console.
      • Check connectivity and networking settings.

Alternative solution

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.

Windows device upgrade fails

A Windows device upgrade can sometimes fail with a 1603 error:

Error 1603: A fatal error occurred during installation

or

Info 1603: The file <file name> is being held in use by the following process: Name: <process name>

This problem can be caused by the following:

  • Short file name creation is disabled on the target machine.
  • The Windows temporary folders are full.
  • A file is locked and cannot be overwritten.
  • The SYSTEM account does not have full control permissions on the folder to which you are trying to install the Windows Installer package.
  • The Microsoft Windows Installer Service is not installed correctly.

Temporary solution

Uninstall the Code42 app and install the latest version

With this temporary solution, the user can start working with the latest version of the software. However, because this solution does not address the underlying reasons for the failure, upgrade may fail at the next software update and you may need to uninstall the Code42 app and reinstall the latest version again. Therefore, we recommend you implement the following permanent solution.

Permanent solution

To fix the most common issues that cause Code42 app upgrade failures on Windows, perform the following steps on the device: 

Step 1: Make sure short file name creation is enabled
  1. Access the command prompt on the target machine and type regedit.
  2. Navigate to the following registry entry:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\FileSystem
  1. Look at the value of NtfsDisable8dot3NameCreation. If the value is 1 or 3, short file name creation is disabled. (The value of 2 sets the 8.3 naming convention creation on a per volume basis.)
  2. Change the value to 0 to enable short file name creation.
  3. Reboot the machine before attempting to launch the installation again.
  4. (Optional) If the target machine should normally have short file name creation disabled, disable it after the install completes by resetting NtfsDisable8dot3NameCreation to 1 and rebooting.
Step 2: Empty all temporary folders
  1. Access the command prompt and type set.
  2. Note the values listed for TEMP and TMP.
  3. Delete all files in these locations.
Step 3: Make sure no other applications run in the background

Applications running in the background, including utilities such as virus scanners, may interfere with installation.

  1. Close all running applications and utilities.
  2. Launch the installation again.
  3. (Optional) If this error occurs during uninstallation, use the Microsoft Windows Installer CleanUp utility.

Troubleshoot administration console performance

As Code42 apps are upgrading, if your authority server's administration console is slow or times out when trying to log in:

  1. Check the authority server system's process monitor to make sure that the Code42 server service is still running.
  2. Check to see if the Code42 server service is resource constrained. If so:
    1. Use the operating system's firewall to block inbound connections on the upgrade port. Depending on the version of your Code42 server and Code42 app, that port is 4280, 4282, or 4285. See Change ports for CrashPlan device upgrades for more information on ports.
    2. Gradually add IP range exceptions to allow batches of Code42 app devices to connect and upgrade.
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