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Code42 Support

Upgrade PROe Version 3.5.2 to 3.5.3.2

Applies to:
  • CrashPlan PROe

 

Overview

This tutorial describes how to upgrade your environment from enterprise server version 3.5.2 and CrashPlan app version 3.5.2 to version 3.5.3.2.

Before You Begin

  1. Verify that your support is up to date from the console's Licensing screen.
    Only environments under current support and maintenance are able to upgrade.
  2. Test the software upgrade before upgrading your production environment.
  3. Always dump your PROe Server database(s) before attempting to upgrade.
  4. Verify that your CrashPlan app devices can connect to your master server on TCP 4280 for download of CrashPlan app upgrade files.

PROe Managed Appliance Customers

Managed Appliance Upgrades
If your master 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 3.5.2 to 3.5.3.2 is a CrashPlan app and enterprise server upgrade. View 3.5.3 release notes.

Enterprise server version 3.5.3.2 is compatible with:

  • CrashPlan app versions 3.5.3, 3.5.2 and 3.4.1
  • CrashPlan mobile app versions:
    • Android: 3.4.1.1
    • iOS: 3.4.0
    • Windows Phone: 3.3.4.0

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 environments may take 15-30 minutes or more, depending on the size of the environment and the nature of the specific upgrade.

PROe Client Upgrades

Devices with the CrashPlan app upgrade automatically once the administrator enables the device upgrade. We recommend running the upgrade on a single CrashPlan app device before enabling automatic upgrades for all of your 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 devices can upgrade. When the master server has restarted, 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 port 4280 and upgrade themselves automatically. The randomized re-connect interval means that, after the master server comes back online, there may be a delay before all devices have successfully upgraded.

Performing Sequential Upgrades

When performing multiple upgrades in sequence, we recommend that you allow time for devices to complete one upgrade before beginning a later upgrade.

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. You'll need one test machine or VM to complete the upgrade test.

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 PROe Server version 3.5.2 on the test machine.
  2. Import the database dump created in Step 1 into your test master server.
  3. On your test master server's existing store point's, disable Accept New Devices.
  4. Create a new store point on your test server.
  5. Install the CrashPlan app (same version as your production environment) on the same test machine.
    Customized CrashPlan app installers should not be used for the upgrade test.
  6. Once the CrashPlan app 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 enterprise server's admin console, apply the enterprise server upgrade.
  9. After the upgrade completes, clear your browser cache and sign into the console.
  10. The enterprise server restarts after successfully upgrading and asks if you want to upgrade all of your CrashPlan apps now or later. Click No, upgrade later.
  11. Verify the following:
    • You are able to sign into the test master server's administration console.
    • Under Settings > Server, the enterprise server's current version number is 3.5.3.2.
    • 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.
  12. 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.
  13. Verify the 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 3.5.3.
    • You are able to back up and restore files from the test CrashPlan app.
 
If the upgrade test passes all verification steps, then proceed with upgrading your production environment.
 

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

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.

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 PROe Server version 3.5.2 (your current production version) on two test machines.
  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 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 machine, import the database for your storage server.
  5. Verify that the test servers are able to communicate. From the master server's admin console, go to Destinations > Servers. The test storage server's 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 CrashPlan app (same version as your production environment) on one of the test machines.
    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 environment uses LDAP or SSO to authenticate users, register the user in an org that uses  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.
  11. From the test master server's admin console, apply the upgrade.
  12. If automatic server upgrades are disabled in your environment, you must manually apply the upgrade to the test storage server.
  13. After the upgrade completes, clear your browser cache and sign into the master server's console to verify the upgrade test.

To verify that the upgrade test was successful, check the following:

  • You are able to sign into the test master server's admin console.
  • Under Settings > Server, the enterprise server's current version number is 3.5.3.2.
  • 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.
  • The test CrashPlan app successfully upgraded to version 3.5.3.
  • You are able to back up and restore files from the test CrashPlan app.
 

Upgrading Your Production Environment

Steps

  1. Review the Best Practices article for Upgrading Your Devices.
  2. Verify your Code42 environment is still under support from the Licensing screen.
  3. Dump your master server's database from Settings > Server > Action Menu > Dump Database.
  4. Download the upgrade file(s) for your enterprise server's platform(s).
  5. 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
  6. Designate an existing CrashPlan app to upgrade first as a test.
  7. Apply the enterprise server upgrade from Settings > Server > Action Menu > Upgrade.
    The enterprise server restarts after successfully upgrading.
  8. After the upgrade completes, clear your browser cache and sign into the master server's console.
  9. The master server asks if you want to upgrade all of your CrashPlan app devices now or later. Click No, I'll upgrade later.
  10. Verify the following:
    • You are able to sign into the master server's administration console.
    • Under Settings > Server, the enterprise server's current version number is 3.5.3.2.
    • 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.
  11. Once you've verified the enterprise server upgrade, initiate the CrashPlan app upgrade for the test device selected under step 7:
    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.
  12. Verify the 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 3.5.3.
    • You are able to back up and restore files from the test CrashPlan app.
  13. When you are ready to upgrade the rest of your CrashPlan app devices, enable Auto-upgrade devices to upgrade:
    1. From the console, go to Settings > Server.
    2. Enable Auto-upgrade devices.
    3. Confirm that you'd like to upgrade all your CrashPlan app devices now and click OK.

Upgrade Files

Troubleshooting

What if the upgrade fails?

First, your enterprise server is ok. The internal database is protected during upgrades which allows us to restore the enterprise server to working order. As soon as a problem is detected, stop what you're doing immediately. Gather the following materials and submit them to support:

Providing all of these materials at once is the fastest way to guarantee a swift resolution.

How do I verify that my devices upgraded?

The best way to verify that all your devices have upgraded is via the API. There are examples in our API documentation.

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

The most common reason a device fails to upgrade is because it cannot download it's update from the enterprise server — almost always a connection issue. Please verify that your devices are able to connect to your master server on TCP 4280. Use telnet to verify:

telnet <SERVER HOST NAME or IP> 4280

If necessary, you can review the device's service.log for the host it's attempting to use. The device attempts to download a ”.jar” file, which is a string you can search for in the log.

The device can download the jar, what's next?

Please send the device's log files to our Customer Champions for review. Failures to remotely upgrade are very serious and we need to understand what happened.

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.