Unable to contact Code42 licensing server

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Who is this article for?

CrashPlan Cloud

CrashPlan for Small Business

CrashPlan On-Premises

Find your product plan in the Code42 console on the Account menu.
Not a CrashPlan On-Premises customer? Search or browse Incydr and Instructor, CrashPlan Cloud, or CrashPlan for Small Business.

Instructor, no.

Incydr Professional, Enterprise, Horizon, and Gov F2, no.

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, no.

Retired product plans, yes.

CrashPlan for Small Business, no.

Overview

Alert text	Location
"Unable to contact Code42 licensing server"	Alerts Overview
"Unable to Verify Subscription"	Subscriptions

Severity

Cause

This alert is triggered when your on-premises authority server cannot contact the Code42 licensing server to get information about your product plan and subscriptions. Any details about the cause appear in the alert message on the Subscriptions screen.

Affected Code42 environments

On-premises Code42 environment with either on-premises or Code42 cloud storage.

Effects

Your Code42 environment doesn't acknowledge your product plan
Users cannot authenticate
Users cannot back up or restore

Recommended solution

To resolve this alert, follow the steps that correspond to the specific error message.

Error message	Resolution
Unable to perform DNS resolution to the Code42 licensing server. Correct your DNS configuration.	Contact your network administrator to investigate any problems with your network. Confirm that your network's DNS configuration allows your authority server to communicate with our licensing server at `license1.code42.com`. Contact our Customer Champions for support.
Cannot reach the Code42 licensing server. Correct your firewall, router, or other network configuration.	Verify that your firewall rules permit traffic over outbound port `443`. See IP addresses and ports used by the Code42 platform for more information. Confirm you can access the Internet. Check your router connectivity. Check your VPN configuration. Contact our Customer Champions for support.
Failed to connect to the Code42 licensing server.	Check any email communication from Code42 or our user forums for announcements related to maintenance. Contact our Customer Champions for support.
Cannot parse the configured proxy address. Correct the proxy configuration, found in system settings.	Select Settings > Server. In the General section, correct the Proxy address.
Cannot update licensing information with Code42.	Unlike the errors listed above, this error message occurs when the authority server is unable to determine the exact cause of its disconnection from the licensing server. Try all the steps suggested above. If you still see the error message, contact our Customer Champions for support. Our Customer Champions may request a copy of the logs or other diagnostic material from your Code42 server. See Send logs to enterprise support for more information.