Overview

The CrashPlan 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 CrashPlan app, or after an automatic upgrade.

Affects

• CrashPlan 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 CrashPlan app. 

Recommended Solution

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

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"

Related Topics