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Code42 Support

Troubleshooting The Upgrade From Version 4.1.6.3 To 4.2.3.1

Applies to:
  • CrashPlan PROe

Overview

This article describes troubleshooting steps for issues encountered while upgrading your Code42 environment to version 4.2.3.1.

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

What if the Master Server upgrade fails?

If your master server upgrade fails, your master server is still recoverable. The internal database is protected during upgrades, which allows our Customer Champions to restore the server to working order.

As soon you notice a problem, stop upgrading immediately and contact our Customer Champions.

Reverting or recovering from this upgrade
After upgrading to version 4.2.3.1, you cannot revert or "roll back" your Code42 environment to a previous version.
Connect all Store points
Before upgrading, all store points in your Code42 environment must be online and visible to the Code42 server on which they reside. If any store points are not connected, the Code42 server will not start after the upgrade, and you must contact our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support to proceed.

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 the administration console or log viewer displays an error message like this 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 service.
  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
  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 service.
  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 mulit-server environment running low on storage space.

To resolve this error:

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

Administration Console inaccessible after upgrade

Windows-based enterprise servers only

In certain circumstances, the administration console may be inaccessible after a Windows enterprise 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 enterprise servers. The upgrade will succeed when Windows releases the locked files.

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

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

Diagnosing a failed upgrade with telnet

Verify that your devices are able to connect to your master server with the telnet command. Depending on whether your master 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 master 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 master server as part of the upgrade process, and it will log that activity in service.log.
  4. Confirm that the location of the master server listed alongside the log entries for .jar is the correct location of your actual master server.

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

Send the device's log files to our Customer Champions 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 and install the latest version.