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):

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:

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. If anyone is using a mac, the .ui_info is located in /Library/Application Support/CrashPlan

    Took me a while to find this….

  2. Hi Chris,

    thanx a lot for saving my butt again – I really appreciate that!
    the only issue I figured out: the “.ui_info” – thing is not working with the Client-Installation on a Mac.
    Do you (or all the other folx) have any idea on how to fix a CP 4.3.0 Client on Mac?

    Thanx & all the best,

  3. Aaaaaahhhh, Adam was slightly faster!
    Will try that ASAP! :-D

  4. Hi Adam, hi @all,

    I found that directory on my Mac but there is no .ui_info – File??!
    Anyone any ideas?

    Would be great… :-)

  5. Got it!
    The file is hidden, so move to the directory via terminal, vi the file, change the content and save it via :wq!
    Worked fine for me!

    Thanx to all for the help!!! :-D


  6. Hi Jens,

    I was also confused. Try ls -al – .ui_info start with dot and is hidden by default.

  7. Big thanks to Chris and Matt for posting the fix, and Adam for the Mac details. All is good with Crashplan again :-)

  8. Can confirm this works. Had same issues for the last 2 days. Also have raised a case with CrashPlan to have them document the token requirements somewhere properly and to add a facility to the client to register tokens for multiple targets and ability to switch between them more easily than reconfiguration through text files.

  9. Just found out that they have actually changed the client configuration model as the client does not pull ui.properties anymore but a custom ui- at \ProgramData\Crashplan.
    You can now directly insert the serviceHost and ServicePort in that file and no longer need a tunnel …
    Seems they have changes the model on logical security through the use of a token instead of configuration file, which is a good thing but apparently not well documented.
    Still have the issue that the token file is not user profile based. However, if you install the client for the current user only, it is possible to have a separate user for each configuration (which eliminates the need for manual configuration changes between platforms).

  10. Hey guys,

    just one (maybe dumb) question: what would you say: is our “Syno / Crashplan – Solution” a robust or a fragile solution?
    I really LOVE it but I hate fixing it every month.

    All the best,

  11. Thanx! This helped me solving my Crashplan problem on my Syno after the update. When are they going to fix this? This has been going on for a few versions now. Very annoying.

  12. On OSX, the new ui properties seem to be here (with my username subsituted in the obvious location): /Library/Application Support/CrashPlan/ui_USERNAME.properties

  13. It seems v4.3.0 has also changed were it gets it’s settings from. It no longer appears to use ~/Library/Application Support/CrashPlan/ui.properties.

    It’s now located at /Library/Application Support/CrashPlan/ui..properties where is the username on your OS X machine.

    Once I added the serviceHost line there, I can connect to CrashPlan on my DS via CrashPlan on OS X.

  14. Damn stripping of tags.

    Anyway, the new properties files is located at /Library/Application Support/CrashPlan/ui.some_username.properties where some_username is the username on your OS X machine.

  15. Thanks a lot. Now my backup is running again :)

  16. Hi all

    As Jens I am very tired to have to fix each time something is changing between Crashplan and Synology. As we said in French ” je jette l’éponge”. Thank you to Chris and other guys for help.


  17. Hi thanks for the excellent post. I’m having a problem with this. i have done the same procedure to repair previous breaks but this time :-

    unzip -o /var/packages/CrashPlan/target/upgrade/1427864400430.jar *.jar -d /var/packages/CrashPlan/target/lib/
    Archive: /var/packages/CrashPlan/target/upgrade/1427864400430.jar
    error: cannot delete old /var/packages/CrashPlan/target/lib/c42_protolib.jar
    Permission denied
    error: cannot create /var/packages/CrashPlan/target/lib/com.backup42.desktop.jar
    Permission denied
    error: cannot delete old /var/packages/CrashPlan/target/lib/guava-18.0.jar
    Permission denied

    I am logged on as admin via ssh.

  18. Doh! Logged on with the admin username rather than root ! All Ok now cheers.

  19. Works like a charm, Chris :-) Thanks again! I had 4.2.0-0031 on the Synology and the 4.2.0 desktop application.
    Steps followed:
    – Installed 4.3.0 on desktop (as expected, didn’t connect)
    – Synology already tried to install 4.3.0 (1427864400430) which didn’t work – as described in the article
    – Executed all steps
    – CrashPlan stopped again after it tried to install the newest version 1427864410430
    – Executed all steps up to and including ‘Start CrashPlan package’
    – The .ui_info is not needed any more, the GUID was the same as in the first upgrade

    Version in Synology Package Center still shows 4.2.0-0031 after both upgrades are done.

  20. I strongly recommend a fresh install (do make sure you save your crashplan/backups directory – the one with “manifests” as a directory in it). This prevents every issue I’ve found so far (4 in total when doing the upgrade manually).

    The reason for recommending this new install (after hacking 3 days into the update code itself to get it working) is that the update script somewhere records new configuration stuff which does not happen when the update script breaks in the first place.

    I am trying to find a way to resolve the real issue why the updates just won’t run by themselves, but in most cases it is caused by the absence of the script to understand it is running in an environment where the commands are simply different (ps and nice commands for example).

    I’m sending recommendations to CrashPlan in the next days; hopefully they do take this into account …

    Bet you know this already, but for those who don’t: http://forum.synology.com/wiki/index.php/CrashPlan_Headless_Client

  21. Seems to work up until the part where i have to replace the “whatevervalue”. I used jar and 9896545, and neither worked. I am not a tech guy. Any help is appreciated.

    JAP-NAS> JAP-NAS> ls -l /var/packages/CrashPlan/target/upgrade/1427864410430.*
    -ash: JAP-NAS: not found
    JAP-NAS> -rw-r–r– 1 root root 9896545 Jul 2 10:33 /var/packages/CrashPlan/target/upgrade/1427864410430.jar

  22. Thanks guys, got me back up and running.

    My syno did not complete the 1427864400430 upgrade by itself and I actually thought the package was bad because whenever I tried to unzip it I got this error even though the file was there: caution: filename not matched: 1427864400430.jar


    I decided to go directly to the 1427864410430 upgrade by downloading the jar package from crashplan here: http://download.crashplan.com/installs/linux/upgrade/1427864410430.jar

    I transferred it to my syno using SCP then continue with the instructions above and everything else worked out.

    If you’re using a mac and want to use vi to edit the .ui_info file you need to escape\ the space in “Application Support” by doing this.

    vi /Library/Application\ Support/CrashPlan/.ui_info

    Hope this helps somebody

  23. Thank you!!! Now crashplan works again!!! :-)

  24. This worked for me! Thanks !
    For some reason, I had to change from the x64 to the x86 installation of Crashplan for the app to open in Windows 8.1 X64

  25. Thanks. Got it working. It required some additional tweaking. For some reason the Crashplan port on my Synology had changed and was blocked by the firewall. I changed the port in my.service.xml back to 4242. But it took some time to find out that this results in recreating the .ui_info file with port number 4243 and a new key.
    When I used this new key on my local CrashPlan everything worked again.

  26. Your solution work fine with my crashplan.exe (manual start) but the crashplan tray for windows don’t work.
    I have “Unable to connect to the backup engine” and the icon is grey.

  27. You’re a lifesaver, Chris!

    I had to upgrade through both version (00430 and 10430). And I also had to reinstall the latest client on my Mac, which resulted in having to update the ui.properties file to point to the headless client again, as well as update .ui_info for the first time. Working all of this out wasn’t as straight-forward as it sounds so hopefully this comment will help other folks.

    Thanks for your post!

  28. Thanks, that fixed it! One tip for windows users: if you re-install the crashplan app, choosing “install only for me” or “install for all users” will define where the files end up. So if you’re looking for the .ui_info file in C:\ProgramData\Crashplan and you can’t find it, you might have installed the app for your user only. In that case, it will be somewhere in C:\Users\_your_username_\AppData\… or something

  29. Awsome! Made my day! The GUID was the missing piece to getting 4.3.0 to work on my Raspberry Pi 2

  30. having trouble here:
    DiskStation> mv /var/packages/CrashPlan/target/upgrade/1427864400430.14357016271
    BusyBox v1.16.1 (2015-06-29 18:21:51 CST) multi-call binary.


    Rename SOURCE to DEST, or move SOURCE(s) to DIRECTORY

    -f Don’t prompt before overwriting
    -i Interactive, prompt before overwrite

    DiskStation> /upgrade.sh /var/packages/CrashPlan/target/upgrade/1427864400430.14
    -ash: /upgrade.sh: not found
    DiskStation> /upgrade.sh.old

  31. Thank you! Saved my day!

  32. I get to the 3rd command – running the ls and this is the error i get:

    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

  33. thanks a bunch, I would never have found the .ui_info file
    I’m using a tunnel from 4200:localhost:4243 so I changed the .ui_info on my local machine to 4200,<random string which seems to work.

  34. Thank you so much! You really saved me :)

  35. Thanks once again for the fix, its comforting knowing any time Crashplan on Synology breaks I can come to pcloadletter or chrisnelson and find the solution.

  36. Just want to see thanks! (again :))

  37. OK, so I only found this terrific resource _after_ I had apparently shot myself in the foot:

    Since it wasn’t working, I figured I should uninstall then re-install the CP package. Except when I do that, Package Center errors out after agreeing to the EULA, saying it can’t download 4.2.0 (the wrong version).

    I started to do a manual install, based on this page:

    …but then I got errors downloading JRE during the install.

    Any suggestions on how to resolve this?

  38. For a Windows client
    Found several files in C:\ProgramData\Crashplan including the ‘.ui_info’ file. However still can’t connect. Have changed the servicehost in conf\my.service.xml but that doesn’t seem to have helped either. Anyone else using Windows client to get onto headless Synology install?

  39. I’ve run through all these instructions precisely, and have had to do slight modifications as i’m running clashplanPRO, so just had to change the name here and there. My NAS part is running fine. But the client is just stuck on the startup screen.

    I’ve done this fix once before for a previous version and it worked a charm. So not sure whats happening but something isnt working with the PRO version.

  40. Hi Craig. You going off a Windows client as well? I find the splash hangs for a very long time and then comes back with ‘can’t connect. retry yes/no’. I found a log file showing it tries to connect 15 times, waits 15 times and retries before timing out.

  41. Hi what am i doing wrong? The first commands works but then the “mv” shows:

    DiskStation> mv: can’t stat ‘/var/packages/CrashPlan/target/upgrade/1427864410430.jar/upgrade.sh.old’: Not a directory

  42. Thanks for the info! This worked :-)

  43. Hey there. I don’t know why but in my case, 1427864410430.jar has not been uncompressed; in the /var/packages/CrashPlan/target/upgrade folder, I have 1427864410430.jar next to 1427864400430.jar and a 1427864400430.1436263146925 folder. I’ve completed the manual steps for the previous upgrade (i.e., 1427864400430) but i’m not sure how to upgrade now towards 1427864410430. Can I safely manually uncompress the jar file and follow the steps above or is the per-user folder suffix actually important? Should I keep the update jar files & folders afterwards?

    (sorry for the previous comment on the wrong post ^^)

  44. ls puts out:
    DiskStation> ls -l /var/packages/CrashPlan/target/upgrade/1427864410430.*
    -rw-r–r– 1 root root 9896545 Jul 2 19:33 /var/packages/CrashPlan/target/upgrade/1427864410430.jar

    what i have to replace? im little newby sry ;>

  45. Thanks for sharing this! In less than 2 minutes up&running again.

  46. Thanks!!!! Live saver. Very annoying that this keeps happening. In the past it sometimes didn’t work because Java version needed updating. It’s getting slighly irritating, but on the bright side I do keep learning more about the system :-)

  47. Pooky and Greg seemed to have the same issue that I had.

    Change Directories using cd /var/packages/CrashPlan/target/upgrade/
    Use dir command to list files
    You should see 1427864400430.jar as well as 1427864400430. with a 13 or so digit number
    That is what you put in the “whatevervalue”

    I also had to run the mv command within the directory for it to work.

    Good Luck

  48. Once again, I thank you for the assistance. I just don’t do this enough to remember the steps that need to be followed each time so I’m very grateful for folks like you who take the time to make instructions like this available to those of us who prefer to backup to a NAS but aren’t unix experts.

  49. I too am having problem with the client hanging trying to connect. I have adjusted the ui_info file to the same info as found on my NAS per the instructions. And from the log it looks like it is going to the right place – but then it emits a disconnect message – not sure what that means – here is what the ui log looks like at the point that the client GUI hangs at the splashscreen:

    [07.07.15 21:48:14.537 INFO connect com.backup42.desktop.CPDesktop ] Connecting to service at
    [07.07.15 21:48:15.427 INFO MQ-UI-0 com.backup42.desktop.CPDesktop ] Connected to service
    [07.07.15 21:48:15.427 INFO MQ-UI-0 com.backup42.service.ui.UIInfoUtility ] Loaded port=4243 and token from location=C:/ProgramData/CrashPlan/.ui_info
    [07.07.15 21:48:15.427 INFO MQ-UI-0 backup42.service.ui.client.ServiceClient] Getting initial application state for CPD, username=sjacobs, userHome=C:\Users\sjacobs, desktopFolder=C:\Users\sjacobs\Desktop
    [07.07.15 21:48:15.427 INFO connect com.backup42.desktop.CPDesktop ] SUCCESS on attempt #1
    [07.07.15 21:48:15.490 INFO Factory$Notifier-UI0 com.backup42.desktop.Services ] DISCONNECTED!

    Not sure what the problem might be – any suggestions? I am going to look on the server side – hoping that there is a log message on that end that will give me a clue…

  50. I looked on the server and it looks like some sort of bad handshake – perhaps SSL issue? – between client and server – server service log shows the following message:

    [07.07.15 20:57:59.349 WARN BWQ-Security::-0_697 de42.messaging.security.SecurityProvider] SP:: GeneralSecurityException: finalizeExchange, remote client likely has an invalid PbK. Closing session. Session[id=697215930821384342, closed=false, isAcceptor=true, lat=2015-07-07T20:57:59:281, lrt=2015-07-07T20:57:59:281, lwt=2015-07-07T20:57:59:278, #pending=0, enqueued=false, local=, remote=, usingProtoHeaders=true, usingEncryptedHeaders=false, LAN], javax.crypto.BadPaddingException: Data must start with zero

    Any clue on how to fix this?

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