Can't connect to Drobo via Crashplan UI

[smenzer]

I installed the latest release on my FS and the backups TO the drobo work fine. However, I can see on my other machine (that the FS backs up to) that "No files selected for backup". So, I want to log in from a client machine to the Drobo to set my backup files. However, every time I try the splash screen just hangs for a while and then says that it can't connect to the backup engine. I've followed the instructions at http://my.drobo.ip.address:8080/crashplan as well at http://support.code42.com/CrashPlan/Latest/Configuring/Using_CrashPlan_On_A_Headless_Computer but neither seems to work right.

Can you let me know what I should do to troubleshoot and identify the issue? So far I have:

• confirmed that crashplan is running on the drobo (both because I see backups to it running properly and by running ps w | grep [C]rashPlanService)
• checked the port drobo is configured to use with grep servicePort /mnt/DroboFS/Shares/DroboApps/crashplan/app/conf/my.service.xml -- the answer is 4243
• checked the logs at /tmp/DroboApps/crashplan/log.txt but don't see anything added to it when I try to connect
• restarted crashplan service with /mnt/DroboFS/Shares/DroboApps/crashplan/service.sh restart

Many thanks in advance!

[ricardopadilha]

What do the log files say? Can you please post the log files in /tmp/DroboApps/crashplan/.

[smenzer]

Sorry...finally had a chance to go and grab the logs. Here's the most recent bunch of data from the log files. Only log.txt has been touched in the last week, so I didn't include them, but if you'd like me to I can post the full set of files.

From log.txt, here's some recent data:

2015-10-22 17-23-07: ./service.sh status
+ main status
+ local _operation=status
+ shift
+ status
+ /usr/bin/realpath ./service.sh
+ /usr/bin/dirname /mnt/DroboFS/Shares/DroboApps/crashplan/service.sh
+ local _appDir=/mnt/DroboFS/Shares/DroboApps/crashplan
+ /usr/bin/basename /mnt/DroboFS/Shares/DroboApps/crashplan
+ local _appName=crashplan
+ local _enabled
+ local _running
+ _is_enabled crashplan
+ local _value=
+ [ ! -f /mnt/DroboFS/Shares/DroboApps/.servicerc ]
+ /usr/bin/awk -F = -v name=crashplan_enable $1 == name { gsub(/"/, "", $2); print $2 } /mnt/DroboFS/Shares/DroboApps/.servicerc
+ _value=YES
+ [ -z YES ]
+ return 0
+ _enabled=enabled
+ is_running /tmp/DroboApps/crashplan/pid.txt /mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ local _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ local _daemon=/mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ _function_exists _is_running
+ type _is_running
+ /bin/grep -q function
+ _is_running /tmp/DroboApps/crashplan/pid.txt /mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ eval _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ [ -r /tmp/DroboApps/crashplan/pid.txt ]
+ cat /tmp/DroboApps/crashplan/pid.txt
+ _pid=617
+ [ -z 617 ]
+ ps
+ grep 617
+ grep -v grep
+ awk {print $1}
+ _ps=617
+ [ -n 617 ]
+ return 0
+ _running=running
+ eval echo "crashplan is enabled and running" >&3
+ echo crashplan is enabled and running
+ echo Crashplan is ready; click Configure to get connection details
[10.22.15 16:23:24.516 INFO  main           com.backup42.service.CPService] *************************************************************
[10.22.15 16:23:24.527 INFO  main           com.backup42.service.CPService] *************************************************************
[10.22.15 16:23:24.528 INFO  main           com.backup42.service.CPService] STARTED CrashPlanService
[10.22.15 16:23:24.542 INFO  main           com.backup42.service.CPService] CPVERSION = 4.4.1 - 1435726800441 (2015-07-01T05:00:00:441+0000) - Build: 30
[10.22.15 16:23:24.618 INFO  main           com.backup42.service.CPService] LOCALE = English (United States)
[10.22.15 16:23:24.624 INFO  main           com.backup42.service.CPService] ARGS = [  ]
[10.22.15 16:23:24.625 INFO  main           com.backup42.service.CPService] *************************************************************
[10.22.15 16:23:25.240 INFO  main           com.backup42.service.CPService] Adding shutdown hook.
[10.22.15 16:23:25.668 INFO  main         .code42.lang.NativeLibraryLoader] Added /mnt/DroboFS/Shares/DroboApps/crashplan/app to jna.library.path.  New value:/mnt/DroboFS/Shares/DroboApps/crashplan/app
[10.22.15 16:23:25.671 INFO  main         .code42.lang.NativeLibraryLoader] Added . to java.library.path.  New value:/mnt/DroboFS/Shares/DroboApps/crashplan/lib:.
[10.22.15 16:23:25.673 INFO  main         .code42.lang.NativeLibraryLoader] Added /mnt/DroboFS/Shares/DroboApps/crashplan/app/lib to jna.library.path.  New value:/mnt/DroboFS/Shares/DroboApps/crashplan/app:/mnt/DroboFS/Shares/DroboApps/crashplan/app/lib
[10.22.15 16:23:25.674 INFO  main         .code42.lang.NativeLibraryLoader] Added lib to java.library.path.  New value:/mnt/DroboFS/Shares/DroboApps/crashplan/lib:.:lib
[10.22.15 16:23:25.705 INFO  main           com.backup42.service.CPService] loadConfig, BEGIN Loading Configuration
[10.22.15 16:23:26.186 INFO  main          com.backup42.service.CpsFolders] CpsFolders chmod successful. confPath=conf/
[10.22.15 16:23:26.188 INFO  main           com.backup42.service.CPService] BEGIN Copy Custom
[10.22.15 16:23:26.189 INFO  main           com.backup42.service.CPService]   Directories: [.Custom, custom, /repository/.Custom, /repository/custom]
[10.22.15 16:23:26.191 INFO  main           com.backup42.service.CPService]   NOT waiting for custom skin to appear
[10.22.15 16:23:26.192 INFO  main           com.backup42.service.CPService]   NO customizations found.
[10.22.15 16:23:26.193 INFO  main           com.backup42.service.CPService] END Copy Custom
[10.22.15 16:23:26.214 INFO  main         backup42.common.config.AppConfig]   Loading from default: , /mnt/DroboFS/Shares/DroboApps/crashplan/app/conf/default.service.xml
[10.22.15 16:23:31.012 INFO  main         backup42.common.config.AppConfig]   Loading from my xml file:, conf/my.service.xml
[10.22.15 16:23:31.500 INFO  main         up42.common.config.ServiceConfig] ServiceConfig::   Loading ServiceConfig, newInstall=false, configVersion=7, configDateMs=null, installVersion=1435726800441, currentVersion=1435726800441
[10.22.15 16:23:31.502 INFO  main         up42.common.config.ServiceConfig] ServiceConfig::   OS = Linux
[10.22.15 16:23:32.619 INFO  main           com.backup42.service.CPService]   AuthorityLocation@986939266[ location=central.crashplan.com:443, hideAddress=false, isLocked=false ]
[10.22.15 16:23:32.630 INFO  main           com.backup42.service.CPService]   Checking Java memory heap max.
[10.22.15 16:23:32.641 INFO  main           com.backup42.service.CPService]     Previous Java memory max heap size was 128
[10.22.15 16:23:32.657 INFO  main           com.backup42.service.CPService] END Loading Configuration
jtux Loaded.
2015-10-22 17-28-28: ./service.sh status
+ main status
+ local _operation=status
+ shift
+ status
+ /usr/bin/realpath ./service.sh
+ /usr/bin/dirname /mnt/DroboFS/Shares/DroboApps/crashplan/service.sh
+ local _appDir=/mnt/DroboFS/Shares/DroboApps/crashplan
+ /usr/bin/basename /mnt/DroboFS/Shares/DroboApps/crashplan
+ local _appName=crashplan
+ local _enabled
+ local _running
+ _is_enabled crashplan
+ local _value=
+ [ ! -f /mnt/DroboFS/Shares/DroboApps/.servicerc ]
+ /usr/bin/awk -F = -v name=crashplan_enable $1 == name { gsub(/"/, "", $2); print $2 } /mnt/DroboFS/Shares/DroboApps/.servicerc
+ _value=YES
+ [ -z YES ]
+ return 0
+ _enabled=enabled
+ is_running /tmp/DroboApps/crashplan/pid.txt /mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ local _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ local _daemon=/mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ _function_exists _is_running
+ type _is_running
+ /bin/grep -q function
+ _is_running /tmp/DroboApps/crashplan/pid.txt /mnt/DroboFS/Shares/DroboApps/java8/bin/java
+ eval _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ _pidfile=/tmp/DroboApps/crashplan/pid.txt
+ [ -r /tmp/DroboApps/crashplan/pid.txt ]
+ cat /tmp/DroboApps/crashplan/pid.txt
+ _pid=617
+ [ -z 617 ]
+ ps
+ grep 617
+ grep -v grep
+ awk {print $1}
+ _ps=617
+ [ -n 617 ]
+ return 0
+ _running=running
+ eval echo "crashplan is enabled and running" >&3
+ echo crashplan is enabled and running

I also see this line every 12 hours for the last several days, it's the only thing in the logs after the above data I shared:

Oct 29, 2015 3:11:01 AM net.sbbi.upnp.LogWrapper warn
WARNING: Discovery message sender IP /10.0.0.1 does not match device description IP /172.16.12.1 skipping device, set the net.sbbi.upnp.ddos.matchip system property to false to avoid this check```

[smenzer]

https://www.dropbox.com/sh/dfo3597yr77db1e/AACXEdGLXXx07jRqBq0LHX5ta?dl=0 << all log files

[ricardopadilha]

You are not running the latest firmware on your Drobo. You have to update to at least 3.3.0.

[smenzer]

got it...I'll do that and give it another shot. Thanks

[smenzer]

that did the trick...thanks a lot!