The majority of our users are able to use CrashPlan without reporting any issues. However, when issues arise, we're here to help. This article describes the most-frequently reported issues and provides solutions and next steps for each.
If you see the message Destination is not available, it is most likely caused by a network issue. Step through the suggestions in our Network Troubleshooting guide to identify and correct the issue. If you are trying to back up to another computer, but can't connect, see our troubleshooting guide for Connections Between Computers.
Backup Never Reaches 100% - Unable To Back Up Files
If your backup was making steady progress, but never reaches 100%, it may be stuck on certain files. Check the CrashPlan app's History tab for the message Unable to back up (number of) files. If you see this message, see our troubleshooting guide for your operating system.
CrashPlan Runs Out Of Memory And Crashes
If you have a large backup selection (more than 1 TB or 1 million files), you may need to allocate more memory to the CrashPlan app. When CrashPlan doesn't have enough memory, you might experience any of the following symptoms:
- When opening the CrashPlan app, the message Unable to connect to the backup engine, retry? appears
- The CrashPlan app crashes repeatedly while scanning files
- Unpredictable application behavior
See our troubleshooting guide to diagnose and resolve the issue.
Clearing Your Cache For Quick Fixes
CrashPlan stores a cache of temporary information on your computer, much like a web browser does. This cache includes information about all of your destinations, the data you have on your computer, and a number of settings that help CrashPlan run fast. If this cache becomes outdated or gets modified, you may experience any of the following:
- CrashPlan reports there are no files to restore, or some files appear to be missing from the Restore tab
- CrashPlan is unable to connect to the backup engine
- CrashPlan is reporting incorrect information about your backup status or reports that it is backing up your entire computer all over again
You can resolve these issues by clearing your cache.
Is My Backup Starting Over?
The answer to this question is almost always, "No." However, CrashPlan does a full file verification scan periodically that can look like your backup is starting over. Read more about what the scan does, how it looks, and how to tell if it's happening in our troubleshooting guide.
If you receive a backup status report while the CrashPlan app is running a full file verification scan, your Backed Up % may display a drop in percentage. Your backup is okay! After the scan completes, the percentage will return to normal.
User Permissions Requirement (Windows)
Unless the CrashPlan app is installed per user (version 4.3 and later only), CrashPlan relies on the system user's read/write permissions to access your files. However, there are some files or directories the system user may not have permissions to access. If you need to back up these files or folders, follow our tutorial to add the system user to the permissions list.
CrashPlan User Guide And Support Forums
This introduction is just the start of our CrashPlan User Guide. We have tutorials, reference guides, and topics devoted to:
- Backup: Everything you need to know about backing up to a particular destination or backing up a particular type of file.
- Restoring: Includes the full details on each of your restore options, tutorials on restoring certain types of files, and a complete guide to restoring your entire system on a new computer.
- Subscriptions: A guide for all of your subscription and account-related questions.
- Configuring: If you like to be more hands on with your backup, this is the guide for you. Learn the ins and outs of the CrashPlan app and how to configure it for your particular needs.
- Reporting & Alerting: Not sure what to make of that backup alert you received? This guide has you covered.
- Troubleshooting: This guide provides an extensive collection of known issues, special scenarios, and common questions.
You can also find a wealth of information on our support forum. We think we have some of the smartest and most tech-savvy customers around. If you're looking for advice, you might just find the answer you're looking for in our forums.
If you can't find what you need on our support site or in the support forum, our Customer Champion team is standing by to help.
If you are experiencing an issue with the CrashPlan app that you can't resolve, send your log files to support to help us quickly diagnose and resolve your issue.
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