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    Home > Administrator Resources > Latest Version CP 3.6 / SP 4.0 > Planning > PRO & PROe Mobile App FAQs

    PRO & PROe Mobile App FAQs

    Applies to:
    • CrashPlan PRO
    • CrashPlan PROe

    Overview

    This article answers common questions about the CrashPlan PRO and CrashPlan PROe mobile apps for Android, iOS, and Windows Phone.

    Android

    Using The App

    Do I need an account or subscription to use the CrashPlan mobile app?
    • Yes, CrashPlan PROe users must be using version 3 or higher to use the CrashPlan mobile app.  Please see our CrashPlan PROe website for more information.
    • CrashPlan PRO users must have an active subscription. Please see our CrashPlan PRO website for more information.
    How do I sign in?

    You use your CrashPlan PROe or CrashPlan PRO account email address and password to sign in to the CrashPlan mobile app.

    CrashPlan PROe only: Before you sign in for the first time, you'll need to enter the server name or IP address of the destination running your organization's Code42 environment. You can get this information from your company's CrashPlan PROe administrator.

    How do I sign out?

    You can sign out at any time by pressing the menu key and choosing Sign Out.

    What does 'Stay signed in' mean?

    When you choose Stay signed in, you remain signed into the CrashPlan mobile app until you decide to sign out. When you enable this option, you do not have to re-enter your user name and password the next time you launch the app. To clear your sign-in info, simply sign out and uncheck Stay signed in.

    Files

    How much can I download?

    You can download files that are up to 500MB.

    Can I see how large a file is before I download it?

    Yes. Long-press a file, then choose Get Details to see a file's size.

    How do I download multiple files?

    After you’ve started downloading one file, tap another file to add it to your download queue. Files are downloaded in the order in which you added them to the queue.

    Where can I see the files that I have downloaded to my device?

    You can view downloaded files on the Downloaded Files screen.

    What types of files can I download with the app?

    You can download any files that are backed up from your account to an online destination. In the CrashPlan app, this is any destination under Destinations > Online.

    What types of files can I view?

    To view files you download, you must have an app installed that supports that file type. For example, you can view images with the Gallery app. On larger tablets, you’ll be able to preview images, videos, and text files in the Media Preview window.

    What types of files can I edit?

    You can edit your downloaded files with an app that supports editing files of that type. Long-press the file you'd like to edit and choose Save for Editing from the list. This places a copy of the file in your SD card’s Download folder. The CrashPlan mobile app does not track changes to this copy.

    How do I share my downloaded files?

    Long-press on the file you'd like to share and choose Share from the list. Then select the desired app installed on your device to share the file.

    Why can't I see some of my files?

    You can only see and download files that have been backed up to an online destination. Verify that the CrashPlan app is running on your computer and has recently backed up your files to an online destination.

    How do I download and view a file?

    Tap on a device to view a list of files that you can download. Tap a file to start downloading it to your device. A progress indicator next to the file name shows download progress. After the download is complete, tap on the file again to view it.

    What can I do with a file that I’m viewing in the Media Preview window?

    From the Action Bar, you can share, delete and open files in other apps installed on your device.

    How can I see which files I selected to download?

    On the Downloaded Files screen, a progress indicator identifies the files you’ve selected for download.

    How do I stop downloading a file that I’ve selected?

    Tap on the file you want to stop downloading. The progress indicator disappears to indicate that the download has been canceled.

    How do I download a more recent version of a file that has been backed up to an online destination?

    On the Home screen, an Update button shows files that have newer versions available. Tap this button to add all the updated files to the download queue. To update an individual file, go to the Downloaded Files screen and tap the Update button next to the file name. To add all of the updated files to the download queue, press the menu key and choose Update All.

    How do I delete a file that I have downloaded?

    On the Downloaded Files screen, long-press the file you'd like to delete and choose Delete File. To delete all of your downloaded files, press the MENU button and choose Delete All. This option will delete all files in the CrashPlan folder.

    Does deleting a downloaded file remove it from my backup archives?

    No. It only removes it from your device.

    What happens to my downloaded files if I uninstall the CrashPlan mobile app?

    All of the files you have downloaded will remain in a CrashPlan folder on your SD card. You can delete this folder if you wish.

    Security

    Can I access my data if I use an enhanced encryption key security?

    Yes. Tap a device that uses enhanced security, and enter your archive key password or custom data key on the following screen. The CrashPlan mobile app also supports the passphrase option for custom data keys.

    Do I have to enter my archive key password or custom data key every time I want to access my backup?

    If you select the Stay signed in option, the CrashPlan mobile app remembers your archive key password or custom data key, so that you don't have enter it each time you want to access your backup. To clear your sign-in info, simply sign out of the CrashPlan mobile app.

    Is my encryption key stored on my mobile device?

    Storage of your encryption key depends on your security settings:

    • 448-bit encryption (default) - The encryption key is not stored on your device. It is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you are signed in.
    • 448-bit encryption + password - The encryption key is not stored on your device. The key is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you remain signed in. You must enter your archive key password to unlock the key. If you enable Remember my private password, then the password is stored in the device's memory as long as you remain signed in. The key and password are both removed when you sign out of the CrashPlan mobile app.
    • 448-bit encryption + custom key - The encryption key and your custom key are only stored on your device if you enable Remember my custom key. All keys are removed when you sign out of the CrashPlan mobile app.

    More Information

    Can I back up data stored on my mobile device to an online destination?

    No. The CrashPlan mobile app is for accessing files you’ve backed up to online destinations. It does not back up files stored on your mobile device.

    Can I see my current backup status?

    On the Home screen, your current backup status is listed for each computer on your account. It shows last backup time, percent complete, and last backup.

    Can I manage my CrashPlan app settings from the CrashPlan mobile app?

    No. The app does not allow you to remotely administer CrashPlan app.

    Can I download files from other users in my company?

    No. You can only download files backed up by accounts associated with your email address.

    Is the CrashPlan mobile app available in other languages and countries?
    • For CrashPlan PROe, the CrashPlan mobile app is available worldwide, but currently only in English.
    • For CrashPlan PRO, the CrashPlan mobile app (like CrashPlan PRO itself) is available in the U.S., Canada, Australia, and New Zealand.
    Where can I get additional support?

    Please contact your company's backup administrator if you have more questions about using the CrashPlan mobile app.

    Who are you guys?

    We are Code42. We make software that protects and manages the world's information.

    iOS

    Using The App

    Do I need an account or subscription to use the CrashPlan mobile app?
    • Yes, CrashPlan PROe users must be using version 3 or higher to use the CrashPlan mobile app.  Please see our CrashPlan PROe website for more information.

    • CrashPlan PRO users must have an active subscription. Please see our CrashPlan PRO website for more information.

    How do I sign in?

    You use your CrashPlan PROe or CrashPlan PRO account email address and password to sign in to the CrashPlan mobile app.

    CrashPlan PROe only: Before you sign in for the first time, you'll need to enter the server name or IP address of the destination running your organization's Code42 environment. You can get this information from your company's CrashPlan PROe administrator.

    How do I sign out?

    On the Home screen, tap the Gear icon and choose Sign Out.

    What does 'Stay signed in' mean?

    When you choose Stay signed in, you remain signed into the CrashPlan mobile app until you decide to sign out. When you enable this option, you do not have to re-enter your user name and password the next time you launch the CrashPlan mobile app. To clear your sign-in info, simply sign out and uncheck Stay signed in.

    Files

    How much can I download?

    You can download files that are up to 500MB.

    Can I see how large a file is before I download it?

    Yes. Tap-and-hold a file to see its size.

    How do I download multiple files?

    After you’ve started downloading one file, tap another file to add it to your download queue. Files are downloaded in the order in which you added them to the queue.

    Where can I see the files that I have downloaded to my device?

    You can view downloaded files on the Downloaded Files screen.

    What types of files can I download with the CrashPlan mobile app?

    You can download any files that are backed up from your account to an online destination. In the CrashPlan app, this is any destination under Destinations > Online.

    What types of files can I view?

    You can view many common document types, view images, listen to music, and watch videos.

    What types of files can I edit?

    You can edit your downloaded files with an app that supports editing files of that type. While previewing a file, tap the Open icon in the menu bar and choose Open In… Then select the app you'd like to use to edit the file. This creates a copy of the file in that app. The CrashPlan mobile app does not track changes to this copy.

    How do I share my downloaded files?

    While previewing a file, you can tap the Open icon in the menu bar to send the file as an email attachment (if you have set up an email account on your device). Also, images can be saved to the Photos app.

    Why can't I see some of my files?

    You can only see and download files that have been backed up to an online destination. Verify that CrashPlan is running on your computer and has recently backed up your files to an online destination.

    How do I download and view a file?

    Tap on a device to view a list of files that you can download. Tap a file to start downloading it to your device. A progress indicator next to the file name shows download progress. After the download is complete, tap on the file again to view it.

    How can I see which files I selected to download?

    On the Downloaded Files screen, a progress indicator identifies the files you’ve selected for download.

    How do I stop downloading a file that I’ve selected?

    Tap on the file you want to stop downloading. The progress indicator disappears to indicate that the download has been canceled.

    How do I download a more recent version of a file that has been backed up to an online destination?

    If there is a newer version of a file on the destination from which it was originally downloaded, there is a badge on the app icon. Also, on the Home screen, there is an Update button that indicates how many files have newer versions available. Tap this button to add all the updated files to the download queue. To update an individual file, go to the Downloaded Files screen, and tap the Update button next to the file name.

    How do I delete a file that I have downloaded?

    On the Downloaded Files screen, tap the Edit icon in the menu bar, select the files you'd like to delete, then tap the Delete files button. You can also delete all of your downloaded files on this screen. Alternatively, you can swipe to delete individual files, on the Downloaded Files screen.

    Does deleting a downloaded file remove it from my backup archives?

    No. It only removes it from your device.

    What happens to my downloaded files if I uninstall the CrashPlan mobile app?

    All of the files you have downloaded are removed from your device. If you've opened the file in another app, that copy is not removed.

    Security

    Can I access my data if I use an enhanced encryption key security?

    Yes. Tap a device that uses enhanced security, and enter your archive key password or custom data key on the following screen. The CrashPlan mobile app also supports the passphrase option for custom data keys.

    Do I have to enter my archive key password or custom data key every time I want to access my backup?

    If you select the Stay signed in option, the CrashPlan mobile app remembers your archive key password or custom data key, so that you don't have enter it each time you want to access your backup. To clear your sign-in info, simply sign out of the CrashPlan mobile app.

    Is my encryption key stored on my mobile device?

    Storage of your encryption key depends on your security settings:

    • 448-bit encryption (default) - The encryption key is not stored on your device. It is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you are signed in.
    • 448-bit encryption + password - The encryption key is not stored on your device. The key is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you remain signed in. You must enter your archive key password to unlock the key. If you enable Remember my private password, then the password is stored in the device's memory as long as you remain signed in. The key and password are both removed when you sign out of the CrashPlan mobile app.
    • 448-bit encryption + custom key - The encryption key and your custom key are only stored on your device if you enable Remember my custom key. All keys are removed when you sign out of the CrashPlan mobile app.

    More Information

    Can I back up data stored on my mobile device to an online destination?

    No. The CrashPlan mobile app is for accessing files you’ve backed up to online destinations. It does not back up files stored on your mobile device.

    Can I see my current backup status?

    On the Home screen, your current backup status is listed for each computer on your account. It shows last backup time, percent complete, and last backup.

    Can I manage my CrashPlan app settings from the CrashPlan mobile app?

    No. The app does not allow you to remotely administer CrashPlan app.

    Can I download files from other users in my company?

    No. You can only download files backed up by accounts associated with your email address.

    Is the CrashPlan mobile app available in other languages and countries?
    • For CrashPlan PROe, the CrashPlan mobile app is available worldwide, but currently only in English.

    • For CrashPlan PRO, the CrashPlan mobile app (like CrashPlan PRO itself) is available in the U.S., Canada, Australia, and New Zealand.

    Where can I get additional support?

    Please contact your company's backup administrator if you have more questions about using the CrashPlan mobile app.

    Who are you guys?

    We are Code42. We make software that protects and manages the world's information.

    Windows Phone 7.5 And 8

    Using The App

    Do I need an account or subscription to use the CrashPlan mobile app?
    • Yes, CrashPlan PROe users must be using version 3 or higher to use the CrashPlan mobile app.  Please see our CrashPlan PROe website for more information.

    • CrashPlan PRO users must have an active subscription. Please see our CrashPlan PRO website for more information.

    How do I sign in?

    You use your CrashPlan PROe or CrashPlan PRO account email address and password to sign in to the CrashPlan mobile app.

    CrashPlan PROe only: Before you sign in for the first time, you'll need to enter the server name or IP address of the destination running your organization's Code42 environment. You can get this information from your company's CrashPlan PROe administrator.

    How do I sign out?

    Tap Sign out in the application bar.

    What does 'Stay signed in' mean?

    When you choose Stay signed in, you remain signed into the CrashPlan mobile app until you decide to sign out. When you enable this option, you do not have to re-enter your user name and password the next time you launch the CrashPlan mobile app. To clear your sign-in info, simply sign out and uncheck Stay signed in.

    Files

    How much can I download?

    You can download files that are up to 500MB.

    Can I see how large a file is before I download it?

    Tap-and-hold a file to see its size.

    How do I download multiple files?

    After you’ve started downloading one file, tap another file to add it to your download queue. Files are downloaded in the order in which you added them to the queue.

    Where can I see the files that I have downloaded to my device?

    You can view downloaded files on the Downloads screen.

    What types of files can I download with the CrashPlan mobile app?

    You can download any files that are backed up from your account to an online destination. In the CrashPlan app, this is any destination under Destinations > Online.

    What types of files can I view?

    You can view text-based files, view images, listen to music, and watch videos.

    What types of files can I edit?

    At this time, you can only view the supported file types. However, you can save images to the Pictures app.

    How do I save images to the Pictures app?

    While previewing an image, you tap the Save to Pictures icon in the application bar. This saves a copy of the image in the Pictures app.

    Can I share my downloaded files?

    At this time, you cannot share downloaded files on Windows Phone.

    Why can't I see some of my files?

    You can only see and download files that have been backed up to an online destination. Verify that CrashPlan is running on your computer and has recently backed up your files to an online destination.

    How do I download and view a file?

    Tap on a device to view a list of files that you can download. Tap a file to start downloading it to your device. A progress indicator next to the file name shows download progress. After the download is complete, tap on the file again to view it.

    How can I see which files I selected to download?

    On the Downloaded Files screen, a progress indicator identifies the files you’ve selected for download.

    How do I stop downloading a file that I’ve selected?

    Tap on the file you want to stop downloading. The progress indicator disappears to indicate that the download has been canceled.

    How do I download a more recent version of a file that has been backed up to online destinations?

    If there is a newer version of a file on backed up to online destinations, there is a badge on the app tile. Also, on the Downloads screen, there is an Update All button that indicates how many files have newer versions available. Tap this button to add all the updated files to the download queue. To update an individual file, tap the Update button next to the file name.

    How do I delete a file that I have downloaded?

    On the Downloads screen, tap and hold on the file you would like to delete and select Delete from the menu. Select Delete All from the application bar to delete all of your downloaded files.

    Does deleting a downloaded file remove it from my backup archives?

    No. It only removes it from your device.

    What happens to my downloaded files if I uninstall the CrashPlan mobile app?

    All of the files you have downloaded are removed from from your device. If you've saved an image to the Pictures app, that copy is not removed.

    Security

    Can I access my data if I use an enhanced encryption key security?

    Yes. Tap a device that uses enhanced security, and enter your archive key password or custom data key on the following screen. The CrashPlan mobile app also supports the passphrase option for custom data keys.

    Do I have to enter my archive key password or custom data key every time I want to access my backup?

    If you select the Stay signed in option, the CrashPlan mobile app remembers your archive key password or custom data key, so that you don't have enter it each time you want to access your backup. To clear your sign-in info, simply sign out of the CrashPlan mobile app.

    Is my encryption key stored on my mobile device?

    Storage of your encryption key depends on your security settings:

    • 448-bit encryption (default) - The encryption key is not stored on your device. It is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you are signed in.
    • 448-bit encryption + password - The encryption key is not stored on your device. The key is sent from the server during the sign-in process and stored in the device's memory while the CrashPlan mobile app is in the foreground and you remain signed in. You must enter your archive key password to unlock the key. If you enable Remember my private password, then the password is stored in the device's memory as long as you remain signed in. The key and password are both removed when you sign out of the CrashPlan mobile app.
    • 448-bit encryption + custom key - The encryption key and your custom key are only stored on your device if you enable Remember my custom key. All keys are removed when you sign out of the CrashPlan mobile app.

    More Information

    Can I back up data stored on my mobile device to an online destination?

    No. The CrashPlan mobile app is for accessing files you’ve backed up to online destinations. It does not back up files stored on your mobile device.

    Can I see my current backup status?

    On the Devices screen, your current backup status is listed for each computer on your account. It shows last backup time, percent complete, and last backup.

    Can I manage my CrashPlan app settings from the CrashPlan mobile app?

    No. The app does not allow you to remotely administer CrashPlan app.

    Can I download files from other users in my company?

    No. You can only download files backed up by accounts associated with your email address.

    Is the CrashPlan mobile app available in other languages and countries?
    • For CrashPlan PROe, the CrashPlan mobile app is available worldwide, but currently only in English.

    • For CrashPlan PRO, the CrashPlan mobile app (like CrashPlan PRO itself) is available in the U.S., Canada, Australia, and New Zealand.

    Where can I get additional support?

    Please contact your company's backup administrator if you have more questions about using the CrashPlan mobile app.

    Who are you guys?

    We are Code42. We make software that protects and manages the world's information.

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    Last Modified
    12:09, 18 Mar 2014

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