Fixing CrashPlan 4.3.0 on Synology – chris nelson dot ca
Jul 022015
 

CrashPlan Issue For Synology – Fixing the 4.3.0 update

If your Synology NAS can run docker, you may want to consider an alternative to the CrashPlan package. See here: CrashPlan and CrashPlan Pro on Synology using Docker

Note, see bottom of page for information on DSM 6 and CrashPlan 4.6.0

Recently CrashPlan updated to version 1427864400430, which broke the CrashPlan package Patters had created for Synology installations again. They then (July 2nd?) released 1427864410430 as well, which means that if your CrashPlan installation on Synology broke with version 1427864400430, you will need to upgrade, wait for it to break again, and then fix with version 1427864410430. In general the fix process has been the same over the last few breaks, and I’ve outlined those steps below for the latest version.

There is one major change introduced from CrashPlan. Starting with the 1427864400430 update, a guid (think of it as a key) is needed to securely log into the headless client. Thanks to Mathew Stocks, I’ve made those instructions available as well.

The log for the failing CrashPlan package would look something like this for a failing 1427864400430 upgrade:

Upgrades available at central.crashplan.com:443 Downloading a new version of CrashPlan. Download of upgrade complete – version 1427864400430. Installing upgrade – version 1427864400430 Upgrade installed – version 1427864400430 CrashPlan stopped, version 4.2.0, GUID 559750658046558476

If the package was attempted to start again, it would write a line similar to the following, and then stop:

Synology repairing upgrade in /var/packages/CrashPlan/target/upgrade/1427864400430.

Note that the following instructions are for the 1427864410430 upgrade, which is the latest (as of July 2nd, 2015) update. If your Synology didn’t make it to this version, run the following steps, but substitute “1427864400430” where there are any references to “1427864410430”.

Connect as root to SSH

First, connect to Synology using SSH and the root account (uses admin password).  Connecting as the admin account will give you permission failures!

In SSH, run commands to extract the update

In SSH, run unique command to cleanup the package

The next command will be different for everyone, as part of the file path is randomized.  In this case, you will need to see what your path is first by running ls, and then editing the second statement below, replacing whatevervalue with the rest of  your path:

Start CrashPlan package, check log

After the above completes, you should be able to start the CrashPlan package again in Synology and get it running once more. The log should show:

CrashPlan started, version 4.3.0 GUID 559750658046558476

Get the headless key from the .ui_info file

While connected to SSH as root, run the following command to get the headless key file. The funky formatting of this command is because the file does not contain the special newline character:

The command will output a line similar to the following (everyone’s will be different):
4243,13d436c0-230a-4242-b258-574e60e62a9f

Update .ui_info on the computer connecting to Synology

On the computer where you are connecting to CrashPlan on Synology, go to the .ui_info file under the CrashPlan directory. NOTE: I had to manually upgrade my computer’s version of CrashPlan (via https://www.code42.com/crashplan/thankyou/) in order to see the .ui_info file.

Typically on Windows, this will be found under:
C:\ProgramData\CrashPlan\.ui_info

Or on a Mac in the following location (need to have finder set to show hidden files):
/Library/Application Support/CrashPlan/.ui_info

Enter in the new key in the file, replacing the current value, and save it. You should now able able to connect to the headless client. Note that you may need to also update the values in ui.properties again if you had to upgrade CrashPlan.

CrashPlan 4.6.0

There are some tools referenced in the comments for this page which might make upgrades easier for some people. But I’ll also give the latest files & paths using the original instructions above – the following commands can be used for v4.6.0:

unzip -o /var/packages/CrashPlan/target/upgrade/1435813200460_382.jar "*.jar" -d /var/packages/CrashPlan/target/lib/ unzip -o /var/packages/CrashPlan/target/upgrade/1435813200460_382.jar "lang/*" -d /var/packages/CrashPlan/target/

Find latest package folder:
ls -l /var/packages/CrashPlan/target/upgrade/1435813200460_382.*

Replace the whatevervalue with the folder name:
mv /var/packages/CrashPlan/target/upgrade/1435813200460_382.whatevervalue/upgrade.sh /var/packages/CrashPlan/target/upgrade/1435813200460_382.whatevervalue/upgrade.sh.old

Synology DSM v6

I don’t recommend upgrading to v6 at this time (March 2016) if you do not have an Intel based CPU in your Synology NAS as there have been issues reported with the java packages in the comments here as well as on Patter’s page. If you do have an Intel based CPU you will need to use 7z commands on DSM6 instead of zip commands. Examples for CrashPlan 4.6.0:
sudo 7z e -y -o/var/packages/CrashPlan/target/lib /var/packages/CrashPlan/target/upgrade/1435813200460_382.jar "*.jar" sudo 7z e -y -o/var/packages/CrashPlan/target/lang /var/packages/CrashPlan/target/upgrade/1435813200460_382.jar "lang/*"

  407 Responses to “Fixing CrashPlan 4.3.0 on Synology”

  1. OK – I found the fix to my problem – I had to actually copy the .ui_info file from the server over to my client – I had originally just edited the client file and pasted in the new value in place of the old – but this apparently caused the file to be formatted incorrectly or something because until I copied the file over – the client would not connect properly. Hopefully this helps someone get around the problem if they happen to try editing that file like I did on the client side.

  2. Encountered an issue, so I ended up uninstalling, then reinstalling, but found I needed to do this twice due to the update being incremental. CrashPlan now runs, but I get several of these error messages in /var/packages/CrashPlan/target/log/engine_output.log:

    Connectivity testing localhost, port=4242, connectionTimeout(ms)=100, retryDuration(ms)=100
    Failed to connect after duration=112
    Connectivity testing localhost, port=4243, connectionTimeout(ms)=100, retryDuration(ms)=100
    Failed to connect after duration=103, retryDuration=100, address=localhost, connectTimeout=100, e=Connection refused

    Any pointers on what may be causing this?

  3. My DS did NOT create a new directory 1427864410430.whatevervalue, but kept the older directory 1427864400430.whatevervalue.
    I was successful by renaming the file upgrade.sh to upgrade.sh.old in that older directory.
    I used:
    mv /var/packages/CrashPlan/target/upgrade/1427864400430.whatevervalue/upgrade.sh /var/packages/CrashPlan/target/upgrade/1427864400430.whatevervalue/upgrade.sh.old

    Now I am running Crashplan 4.3.
    Thanks.

  4. Here is a new problem:
    I am attempting to use the GUI on my desktop to connect to several different DiskStations running CrashPlan. I have created several instances of the CrashPlan 4.3 application, each referencing a unique IP address inside the ui.properties file. Each DiskStation, however, now has a headless key file with a unique .ui_info string. Thus, I have to edit the global system-wide hidden .ui_info file every time I want to monitor a different DiskStation and I need to keep track of the 40-character strings for all DIskStations. That is painful.

    Any ideas for simplification?

  5. For those of you running the client on Windows and editing the .ui_info file with notepad, you’ll likely notice that you can’t save the new file without specifying a filename.
    Save it as .ui_info.txt.
    Use Explorer to rename the existing .ui_info file to .ui_info.old.
    Open a command prompt (Win+r, “cmd”)
    Run the command “ren C:\ProgramData\CrashPlan\.ui_info.txt C:\ProgramData\CrashPlan\.ui_info”

    Now fire up the CrashPlan client and it should work fine again.

  6. Chris, your posts for getting CrashPlan going again when these updates are released are SO helpful! A million thank yous to you my friend!

  7. fyi: If you can not get the step to work for the .whatevervalue go to your log and you can find it there also if you have tried to start it and it fails! I could never get the step before to work but works like a charm now.

  8. Can not get the client to connect. (win 7)
    I have updated the .ui_info file and my ui.properties file is correct.
    However, the .ui_info file shows 4243 while the ui.properties file shows service port:5011
    Tried adjusting both but still didn’t work.

    Syn Log files show CP ver 4.3.0 is running.
    I am running ver 4.3.0 client. It just won’t connect.
    Any help would be greatly appreciated.

  9. @ianmcshance the correct command to rename the file is (with the quotes):

    ren “C:\ProgramData\CrashPlan\.ui_info.txt” “.ui_info”

  10. Well spotted, thanks.

  11. Super, this helped

  12. Chris,
    Worked great. Thank You!

    One questions… In the Synology Package Center it still displays “Version 4.2.0-0031”. Is there a remedy?

  13. hansstrupat:
    for switching the ui.properties file between my local CrashPlan and my Diskstation, I have created a simple toggle script which moves one ui.properties file to the right location and moves the other away. You can probably do something similar.

    cd “C:\Program Files\CrashPlan\conf”
    ren ui.properties ui.properties.old
    ren ui.properties.inactive ui.properties
    ren ui.properties.old ui.properties.inactive

  14. wdh,

    I did something similar for my Windows machines… In “\CrashPlan\” I created three sub-directories “\BATCH_FILES” , “\ui_local” and, “\ui-ds-1”. Then I created batch files and Windows shortcuts to them so I could launch them from my “Start Menu” as “CrashPlan-Local” and “CrashPlan-DS-1”. When you launch the batch file it kills the existing instance of CP, if one is running and then launches local or remote mode.

    NOTE: Make sure and save a copy of your configs and batch files outside the CrashPlan directory, I keep a copy zipped for convenience. When CP updates, it wipes out your old files… don’t ask me how I know!>)

    You could write an install batch for style points but, this works for me…. your mileage may vary.

    Below are the scripts and notes.

    “\CrashPlan\BATCH_FILES\CrashPlan-ds-1.bat”

    @echo off
    taskkill /im CrashPlanDesktop.exe > NUL 2>&1
    @echo:
    echo Source: C:\Program Files\CrashPlan\ui-ds-1\ui.propertiesrem
    @echo:
    echo Destination: C:\Program Files\CrashPlan\conf\ui.properties
    TIMEOUT /T 2 >NUL
    copy “C:\Program Files\CrashPlan\ui-ds-1\ui.properties” “C:\Program Files\CrashPlan\conf\” /v /y
    TIMEOUT /T 1 >NUL
    Start “” “C:\Program Files\CrashPlan\CrashPlanDesktop.exe” >NUL
    exit

    “\CrashPlan\BATCH_FILES\CrashPlan-local.bat”

    @echo off
    taskkill /im CrashPlanDesktop.exe > NUL 2>&1
    @echo:
    echo Source: C:\Program Files\CrashPlan\ui-ds-1\ui.propertiesrem
    @echo:
    echo Destination: C:\Program Files\CrashPlan\conf\ui.properties
    TIMEOUT /T 2 >NUL
    copy “C:\Program Files\CrashPlan\ui-ds-1\ui.properties” “C:\Program Files\CrashPlan\conf\” /v /y
    TIMEOUT /T 1 >NUL
    Start “” “C:\Program Files\CrashPlan\CrashPlanDesktop.exe” >NUL
    exit

    “README_FIRST.txt”

    These batch files are designed to allow you to manage your CrashPlan with a headless server and your local workstation.

    Create a sub-directory to store your batch files and ui.properties configs “C:\Program Files\CrashPlan\BATCH_FILES”

    create “\CrashPlan\ui_local\” and “\CrashPlan\ui-ds-1\” sub-directories

    Copy the original “\CrashPlan\conf\”ui.properties” file to “\CrashPlan\ui_local\” and “\CrashPlan\ui-ds-1\” sub-directories.

    To configure the “headless server address” Edit “C:\Program Files\CrashPlan\ui-ds-1\ui.properties”

    Edit “serviceHost=your_server_ip_address”

    Create two Windows shortcuts to the batch files that you can copy to your desktop, start menu, etc…

    Features:

    1. Each batch filet copies the unique “ui.properties” to the “\CrashPlan\conf\” directory.

    2. Each batch files closes Crashplan before opening another session so you don’t have to close one before executing the other shortcut/batch file.

    3. If you don’t want to see the files copying, go to the batch files and rem out or delete,

    “echo Source: C:\Program Files\CrashPlan\ui-ds-1\ui.propertiesrem”
    “@echo:”
    “echo Destination: C:\Program Files\CrashPlan\conf\ui.properties”

    “echo Source: C:\Program Files\CrashPlan\ui_local\ui.propertiesrem”
    “@echo:”
    “echo Destination: C:\Program Files\CrashPlan\conf\ui.properties”

    Enjoy!

  15. Thank you Chris for the valuable informations

  16. When I execute the command: cat /var/lib/crashplan/.ui_info ; echo all I get back is cat: can’t open ‘/var/lib/crashplan/.ui_info’: No such file or directory. Please help. I’m stuck. I can’t find the file .ui_info anywhere??

  17. Is there a way to prevent CrashPlan from auto-updating itself?
    Seeing these in the log:
    Upgrades available at central.crashplan.com:443
    Downloading a new version of CrashPlan.

    Thank you guys!

  18. Worked perfectly! Thank you so much for providing an easy fix to an otherwise ambiguous problem.

  19. Chris, thank you again for all the valuable help! This is the third time an update makes my CrashPlan setup stop working for a few days, and the third time your posts have helped me out! :)

    However, I’m using my CrashPlan setup in order to minimise the risk of loosing data and all these shut downs are not really helping me to achieve that feeling of security. Why does it really happen so often that all my backups stop working for a few days every time there is an update release?

    I know it’s definitely not your fault, but who is to blame for all this mess?

    Sincerely,
    Atli.

  20. Would someone who has managed to get their CP client to connect to their Diskstation CP server please post the contents of their ui.properties? The reason I ask is that with the upgrade of the client, the ui.properties has changed and therefore I don’t understand what Chris is referring to when he says “you may need to also update the values in ui.properties again if you had to upgrade CrashPlan.” I have tried to put the serviceHost field back in, but that just the client refuse to connect at all.

    Here is my current client CP ui.properties:
    #Sun Jul 12 08:32:46 EST 2015
    servicePort=4243
    window=560,215,800,610
    plus=true

    Here is what ui.properties looked like before:
    #Fri Dec 09 09:50:22 CST 2005
    serviceHost=192.168.1.20
    #servicePort=4243
    #pollerPeriod=1000 # 1 second
    #connectRetryDelay=10000 # 10 seconds
    #connectRetryAttempts=3
    #showWelcome=true

    #font.small=
    #font.default=
    #font.title=
    #font.message.header=
    #font.message.body=
    #font.tab=

    Cheers
    Steve

  21. hello!
    thanks for the description.
    Sorry for the being dumb, but I can’t get the “whatevervalue”. ls gives me:

    DiskStation> ls -l /var/packages/CrashPlan/target/upgrade/1427864410430.*
    -rw-r–r– 1 root root 9896545 Jul 2 17:33 /var/packages/CrashPlan/target/upgrade/1427864410430.jar

    What should I use as “whatevervalue”?

    If 9896545, it’s not. File extension “.jar” also doesn’t work… (
    can you please, advice?

  22. Awesome post, I also had to edit the my.serice.xml after doing the upgrade as follows:

    192.168.2.100
    4216

    Really wish crashplan would consider their headless client users when doing these changes.

  23. Just to reiterate (formatting was swallowed by the form): Had to edit the my.service.xml file as follows: (ignore quotes)

    ” ”
    ” 192.168.2.100″
    ” 4216″

  24. Done it again, xml formatting being picked up as tags, basically find the serviceHost & servicePort sections and update them.

  25. Brilliant stuff. Headless client upgraded and ui key inputted. Once more the backups are away!

    Thanks.

  26. I followed the steps exactly as listed, however, when it came to executing “cat /var/lib/crashplan/.ui_info ; echo” , I got a return of no such file or directory. Anyone?

  27. …Upgraded Crashplan seems to be running fine on Diskstation (as per logs), but I have no GUI access :(

  28. thanks a lot for your explanation. this really helped and got my CrashPlan working again on the Synology.

  29. Hi all – I’ve gotten 4.3 running on DSM 5.2 using the instructions above (THANKS!), but am having zero luck getting my clients to connect. They are on Win 8 and or Win 10. I’ve uninstalled and reinstalled the CP client a few times, started and stopped the service on my Synology, and no luck. Help?

  30. Brilliant, I cant thank you enough….

  31. I’m a newbie with a new Synology NAS 214+. I’m trying to configure CrashPlan. I have edited the ui.properties and .ui_info files on the client (Windows 8.1) side, but am having trouble issuing the commands on the server.

    First of all, I’m assuming there is no command line prompt app or shell on the server that I can use. At least, I couldn’t find one. Since your instructions say to SSH in, I have tried that through FileZilla, but it only lets me log in as admin (not root), and I see no way to issue commands through Filezilla.

    I can telnet in using Windows and successfully log in as root, but then I only get a BusyBox ash prompt that has very limited commands and does nothing when I enter the unzip and ls commands. And chdir can’t find a var directory. So I don’t know what to do from here.

    I’m on a Synology 214+, version 5.2-5592 with CrashPlan version 4.2.0-0031 and version 4.3 on the client.

    I’m not totally ignorant of command line languages, as I used to work with a flavor of Berkeley Unix back in the ’90s but I’m obviously missing a major chunk of knowledge here.

    Thanks for any help you can provide.

    Karla

  32. Extremely helpful (again!). Thanks Chris.

  33. Thanks for posting this.

    NOTICE: On July 13th, patters updated the pcloadletter repository with CrashPlan 4.3.0-0033. This version negates the manual update procedure as outlined above. If you haven’t updated yet, you should definitely take a look!

    I had spent some time last night and this morning trying to fix this (reinstalling Java, reinstalling CrashPlan on the NAS and the computer, checking the firewall, copying the .ui_info file, etc…). Only just now did I realize my mistake: I misread the actual path to the .ui_info file. Since my client is running on a Mac, I assumed the file would go to ~/Library/ instead of /Library/. After I put it in the correct location, it worked perfectly.

    (FYI: the /Library/ folder is found in the root of the Mac’s hard drive. Not under your home folder.)

  34. Hi All, been struggling trying to get this working for 2 days now. Tried using all your settings below, updating service ports, etc.. As I was trying all of this, Crashplan showed on the Synology NAS showed an update to 4.3.0-033. Things just started working. I did update the ID as described below and the service port is set at 4200. Things just started working after the update. Eric

  35. Yes this fix definitely works as is very helpful. I am still a little unsure why when the NAS app is not set to auto update this continues to happen. Does the app still check for updates and install regardless of disabling? If so, why do I periodically get update notices in DSM for the app?

  36. For anyone on a Mac having trouble getting the client to connect through editing the .ui_info file. Here is how i did it…

    1) Locate ui_info file
    2) Replace the code line with your specific code generated with the command line: cat /var/lib/crashplan/.ui_info ; echo
    3) Save a copy as .ui_info.txt (note the .txt will be hidden so there will now be two files with the name .ui_info)
    4) locate the old ui_info file (oldest time/date modified) and move to trash
    5) empty trash – you will now notice a .DS file has appeared in the Crashplan folder. Move to trash but do not empty trash
    6) locate new .ui_info file and rename, removing the .txt extension. Do this by getting info and unlock privileges then rename the file
    7) You’ll see a message asking to confirm if you want to remove .txt. Yes you do!
    8) Make sure the ui_properties file is also up to date
    9) Restart crash plan and you should be good to go!

  37. I am having problems altering the .ui_info file on my Windows 7. It says access denied? What am I missing. I get the same issue when editing the .ui.properties. It says access denied. What can I do so I can edit these files and save them?

  38. Brian, are you an admin on your machine? And did you disable User Account Controls? If you disable it, you won’t get the prompt from Windows to use your admin rights to edit those files in C:\ProgramData .

  39. what if you don’t have an ui.properties file ? create one ?

    other question : what java version best to run on the synology.

  40. 4.3.0-033 appears to be running fine on my Synology DSM 5.2-5565. I didn’t need to extract or run the clean-up processes. It was showing stopped, so I just ran the update process through package center and I was able to start it without any errors. The Diskstation log shows also shows it is backing up as well as receiving backups from my other remote computers. However, I am still unable to get the GUI to function and connect from my Windows 8 workstation. I’ve copied the unique identifier from the Diskstation to a new file disktation.ui_info and added a copy command to a previously functioning batch file to now also copy the modification for the .ui_info. When I launch the shortcut to the batch file to adminster the diskstation, it shows the files are copied correctly, however I just get the Crashplan splash screen and it never connects. Below are the two batch files I use to manage my local computer and remote computer. Any assistance with the failure to connect would be appreciated.

    LOCAL:
    @echo off
    taskkill /IM Crashplandesktop.exe
    cd c:\program files\Crashplan\conf
    copy “ui – local.properties” ui.properties /y
    cd c:\ProgramData\CrashPlan
    copy “local.ui_info” “.ui_info” /y
    timeout /T 3
    Start “” “C:\Program Files\CrashPlan\CrashPlanDesktop.exe”

    DISKSTATION:
    @echo off
    taskkill /IM Crashplandesktop.exe
    cd c:\program files\Crashplan\conf
    copy “ui – diskstation.properties” ui.properties /y
    cd c:\ProgramData\CrashPlan
    copy “diskstation.ui_info” “.ui_info” /y
    timeout /T 3
    Start “” “C:\Program Files\CrashPlan\CrashPlanDesktop.exe”

    ui.Properties file
    #Fri Dec 09 09:50:22 CST 2005
    serviceHost=192.168.1.150
    #servicePort=4243
    #pollerPeriod=1000 # 1 second
    #connectRetryDelay=10000 # 10 seconds
    #connectRetryAttempts=3
    #showWelcome=true

    #font.small=
    #font.default=
    #font.title=
    #font.message.header=
    #font.message.body=
    #font.tab=

  41. Thanks for posting this. It worked for me. Really appreciate the help.

  42. can someone post the contents of the ui_info file? i’m using the enterprise client and it doesn’t show a ui_info file. i only have a ui properties file and the guid is not in that file. i’m having the same problem though.

  43. I am having same problem as others – still unable to get the GUI to function and connect from my Windows 8 workstation. has anyone solved?

  44. Thanks for your efforts… It doesn’t seem to have fixed it for me… Still can’t access the server from Windows 8. As usual – no helpful errors from the application (really wish they’d work on their UI).

  45. I must say I’m starting to be annoyed by CrashPlan practices – ie not supporting Synology NAS – this issue is happening each time my DSM is getting updated – I comitted to a 3 years subscription but I will reconsider my choice when it will be over :(
    Anyway thanks for your supports guy!!

  46. Finally got it working (including GUI access) on Windows 7…

    What I did:

    – wipe clean and reinstall Crashplan client on Windows
    – copy .ui_info details from Synology (/var/log/crashplan) to “c:\ProgramData\CrashPlan\.ui_info” (run editor with admin account)
    – edit “c:\Program Files\CrashPlan\conf\ui.properties”, uncomment and set serviceHost and servicePort properties with actual values. (run editor with admin account)
    – edit “c:\ProgramData\CrashPlan\conf\my.service.xml” and update tag with actual : (example: 192.168.3.10:4243) of crashplan service on diskstation
    – start gui – enter your existing account credentials

  47. my previous comment has been truncated as this forum doesn’t support XML into comments.
    into “my.service.xml” you have to edit “location” tag with the ip address and port of crashplan service running on your synology

  48. On Windows PC, be aware the .ui_info file must be copied to C:\ProgramData\CrashPlan not C:\Program Files\CrashPlan. Took me several days to spot – maybe I’m not the only one.

  49. Finally sorted out my problem and it may be linked to Frydenlund’s observation regarding Program Data, not Program Files. I was totally unsuccessful getting the Win 8 client to connect to the Diskstation whilst I was installing CrashPlan just for my (admin priv’s) user account. However, after removing and re-installing after many attempts I decided to install “For all users”. The changes I noticed were that there was a CrashPlan folder under Program Data [note that this is a Windows HIDDEN folder off C:\) and there was a CrashPlanBackUpService in services.msc. Previously installing for just my user account the ui.* config files were in C:\Users\username\AppData\. The previous installs for just my user failed to install the CrashPlanBackUpService.

    Regardless, having re-installed the client, following the instructions to update the ui.properties (service host and service port), ui_info (port, .ui_info from the Diskstation) and the my_service.xml (service host and service port) then FINALLY the CP windows client was able to see my DS.

    Like Jerome, I’m also fed up with this mess every month or two. Immensely grateful to the community. CrashPlan please take it on notice, you’ve got until my current paid for year expires to have your service working with my home Diskstation otherwise I’m sorry, I simply cannot renew and deal with this any longer.

  50. Hi,

    Do you know where can i found .ui info on Mac ?

    “Or on a Mac in the following location (need to have finder set to show hidden files):
    /Library/Application Support/CrashPlan/.ui_info

    It s doesn’t work for me…

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