CrashPlan app closes in some Linux installations

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Who is this article for?

CrashPlan Cloud

CrashPlan for Small Business

CrashPlan On-Premises

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

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Overview

The Code42 app fails to launch. The splash screen appears for a second or two, and then disappears without error.

Note: If you experience this issue, it can reoccur anytime you uninstall and reinstall the Code42 app, or after an automatic upgrade.

Affects

Code42 app versions 3.5.3 to 3.6.4
Linux operating systems

Users who experience these symptoms usually find that their systems have one or more of the following currently installed:

GIMP (GNU image manipulation program)
A GNOME 3 desktop environment
Both libwebkitgtk-3.0-0 and libwebkitgtk-1.0-0

Diagnosing

The ui_output.log file (default location: /usr/local/crashplan/log) displays an error similar to the following:

    #
    # A fatal error has been detected by the Java Runtime Environment:
    #
    #  SIGSEGV (0xb) at pc=0x00007f1d89bd7009, pid=14960, tid=139766130898688
    #
    # JRE version: 6.0_25-b06
    # Java VM: Java HotSpot(TM) 64-Bit Server VM (20.0-b11 mixed mode linux-amd64 compressed oops)
    # Problematic frame:
    # C  [libsoup-2.4.so.1+0x6e009]  short+0x19
    #
    # An error report file with more information is saved as:
    # /tmp/hs_err_pid14960.log
    #
    # If you would like to submit a bug report, please visit:
    #   http://java.sun.com/webapps/bugreport/crash.jsp
    # The crash happened outside the Java Virtual Machine in native code.
    # See problematic frame for where to report the bug.
    #

If you are receiving the error above, CrashPlan cannot locate a library that it uses to display styled HTML content inside the Code42 app.

Recommended solution

First, edit the run.conf file in your Code42 app installation directory. If the Code42 app still does not launch properly, install the webkit library suggested below.

Edit CrashPlan installation directory

Edit the run.conf file in your Code42 app installation directory
Default location: /usr/local/crashplan/bin/
Navigate to the end of the GUI_JAVA_OPTS section
Add this line, inside the quotes:
-Dorg.eclipse.swt.browser.DefaultType=mozilla
Example:

SRV_JAVA_OPTS="-Dfile.encoding=UTF-8 -Dapp=CrashPlanService -DappBaseName=CrashPlan -Xms20m -Xmx512m -Djava.net.preferIPv4Stack=true -Dsun.net.inetaddr.ttl=300 -Dnetworkaddress.cache.ttl=300 -Dsun.net.inetaddr.negative.ttl=0 -Dnetworkaddress.cache.negative.ttl=0 -Dc42.native.md5.enabled=false"
GUI_JAVA_OPTS="-Dfile.encoding=UTF-8 -Dapp=CrashPlanDesktop -DappBaseName=CrashPlan -Xms20m -Xmx512m -Djava.net.preferIPv4Stack=true -Dsun.net.inetaddr.ttl=300 -Dnetworkaddress.cache.ttl=300 -Dsun.net.inetaddr.negative.ttl=0 -Dnetworkaddress.cache.negative.ttl=0 -Dc42.native.md5.enabled=false -Dorg.eclipse.swt.browser.DefaultType=mozilla"

Save the file
Open the Code42 app

The Code42 app should launch properly. If attempting to launch CrashPlan fails, you may need to install libwebkitgtk-3.0-0 in addition to the solution above.

Uninstalling and reinstalling or upgrading the Code42 app
If you uninstall and reinstall the Code42 app, or the app automatically upgrades to a new version, the run.conf file is overwritten, causing this issue to reoccur. Update the run.conf file as described above to correct the issue.

Install webkit library

If the Code42 app still does not launch properly after editing the run.conf file as described above, install libwebkitgtk-3.0-0:

Open Terminal
Download and install the library using the following command:
sudo apt-get update && sudo apt-get install libwebkitgtk-3.0-0
Open the Code42 app
The Code42 app should launch properly