App stuck on "Finishing Setup..." after deployment

Problem

After deploying the CrashPlan app to a device, if the app is stuck on a 'finishing setup' status and isn't added in console, that may indicate an issue with deployment. 

The deployment will retry every 60 minutes, or after the service restarts (which happens after a reboot). When CrashPlan's startup during deployment fails, you will see the below behavior:

• The app will be stuck on a "Finishing setup..." status
• The device is not added to console 

Environment

• CrashPlan product plan with Deployment features.
• CrashPlan admin account with permissions for Deployment.
• Deployment policy is configured with user-detection scripts, and used to deploy apps. 
• CrashPlan app is installed on a Supported operating system (OS).

Resolution

To fix the "Finishing setup..." message in in your app, diagnose the error and troubleshoot the specific issue. 

If you're unable to determine the issue you may contact our technical support team for further assistance, and send us the logs from the device.

Analyze the logs for Deployment Activity

1. Diagnose the specific deployment issue by analyzing the CrashPlan's service logs for the device to check for issues. Search for any lines containing or surrounding "DEPLOY::" to find more information about your issue. 
2. Follow these steps to diagnose and fix the deployment error in the service or user detection logs:
   1. Script failed to detect username or user home
   2. "Unable to authorize, cannot connect to the authority" or "Unable to make request; Failed to execute HTTP"
   3. Unable to retrieve deployment policy
   4. Excluded or null email address detected
3. Refer to Additional Information for examples of these issues in your logs. 

Troubleshoot your Deployment Process 

1. Test the device's network and confirm if it connect to the specified address and port. 
   • If connection tests are successful, check if there are any ongoing server issues on CrashPlan's status page.
2. Check the Installation properties in the tool you use to Deploy CrashPlan Apps. 
   • Copy the arguments from the Deployment policy if you need to update your deployment package. 
3. Check the user detection script to review the list of excluded users for the conditions where it could fail.
   • If the username detected is excluded or null, check your script to confirm if it's allowed. 
     • The usernames being excluded can be customized to prevent administrators or other specified users from signing in to CrashPlan when deploying the app. 
     • If you're using our sample user detection scripts, your script will output its results to a file on the device. See the specific script examples to learn where your user_detectResults.log file is being saved. 
4. Try changing your script to another method for detecting the user information that's more suitable for your environment.
   • Example: If using our Last logged on user script, the deployment script may have run while no user was signed in. If the user you need the device registered to hasn't signed in yet, wait until the user detection script retries in 60 minutes and complete registration once they're signed in. 

Additional Information

There are specific log entries you can find to confirm whether any of these common errors are happening on the device:

Unable to connect to the authority

These messages both show the device failed to connect to our servers.

In the message "Unable to authorize, cannot connect to the authority", CrashPlan is trying and failing to connect to clients.us5.crashplan.com: port 4282; 

[07.01.25 13:13:14.827 INFO  07770_AUTH-1 backup42.service.peer.Authorizer] AUTH:: Unable to authorize, cannot connect to the authority
[07.01.25 13:13:14.828 INFO  07770_AUTH-1 backup42.service.peer.Authorizer] AUTH:: Error = CPErrors.Global.CPC_UNAVAILABLE : [clients.us5.crashplan.com:4282]

Similarly, the message "Unable to make request to..., Failed to execute HTTP request" means that connection is failing to connect to console.us2.crashplan.com: port 443

[05.24.23 12:38:18.816 WARN  eduledSrvc-0 ice.deployment.DeploymentService] Deploy:: Unable to make request to https://console.us2.crashplan.com; com.code42.rest.RestRequester$RequestFailedException: Failed to execute HTTP request
Caused by: org.apache.http.conn.HttpHostConnectException: Connect to console.us2.crashplan.com:443

Unable to retrieve deployment policy from https://www.crashplan.com; response 404

Seeing this usually indicates that the deployment URL in your install properties may be outdated:

[10.09.23 17:29:35.507 WARN  EventBus 0   ice.deployment.DeploymentService] Deploy:: Unable to retrieve deployment policy from https://www.crashplan.com; response 404

• As of the URL changes that went into effect on September 2023, the URL crashplan.com no longer forwards to the URL console.us2.crashplan when used in features such as deployment and SSO. 

Script failed to detect username or user home 

If your user detection script can't find the username or home directory, the service log will show an entry like this, indicating both were not found.

[07.30.25 14:35:15.943 ERROR EventBus 0   ce.deployment.UserScriptExecutor] Script failed to detect username or user home.
OUTPUT:
AGENT_USERNAME=@example.com
AGENT_USER_HOME=
[07.30.25 14:35:15.943 INFO  EventBus 0   ice.deployment.DeploymentService] Deploy:: Deployment package processing attempted. Will check its results in 60 minutes, and possibly try again then.

Excluded or null email address detected

Most user detection scripts have a section where you can have excluded email/usernames. If the user is excluded, you may see lines in the user detection log similar to below: 

3/29/2023 3:30:25 PM - Starting user detection...
3/29/2023 3:30:25 PM - User name found (Administrator)
3/29/2023 3:30:25 PM - Email assembled by appending domain (Administrator@example.com)
3/29/2023 3:30:25 PM - Excluded or null email address detected (Administrator).  Will retry user detection in 60 minutes, or when reboot occurs.