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.
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.
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:
See our troubleshooting guide to diagnose and resolve the issue.
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 If this cache becomes outdated or gets modified, you may experience any of the following:
You can resolve these issues by clearing your cache.
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.
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.
This introduction is just the start of our CrashPlan User Guide. We have tutorials, reference guides, and topics devoted to:
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.
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