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Contacting Backup Server Message Prevents Web Restore

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

The CrashPlan web app displays the message “contacting backup server” if your archive is in maintenance or if port 4285 is blocked. Use the steps below to diagnose the cause of the message and resolve the issue.

Affects

  • CrashPlan for Home: Restores from the CrashPlan web app
  • CrashPlan PRO and Code42 for Enterprise: Restores from the administration console

Diagnosing 

To determine whether or not you have a port conflict that is preventing restores from the CrashPlan web app, you must test connectivity with the backup destination. You can find the address for your destination from the CrashPlan app, then use the Telnet command to test connectivity on port 4285. This step is used to rule out any conflicts with firewalls, anti-virus products, or other network issues.

  1. Install the CrashPlan app, if it isn't already installed. 
  2. Open the CrashPlan app.
  3. Go to Destinations > Cloud.
  4. Locate the Internet address. Use the portion that is highlighted in the image below. 
    The address is unique and may be different than the address shown below.
    cloud internet access
  5. Open the Command Prompt (Windows) or Terminal (OS X/Linux):
    • Windows: All Programs > Accessories > Command Prompt
      If you are using Windows Vista, 7, or 8, you must install Telnet.
    • OS X: Finder > Applications > Utilities > Terminal
  6. Enter the following command: telnet [address from step 3] 4285
    Example: telnet cgb-sea.crashplan.com​ 4285

If Telnet successfully connects, a message similar to the following displays:

telnet cgb-sea.crashplan.com 4285
Trying 50.93.246.93...
Connected to cgb-sea.crashplan.com.
Escape character is '^]'.

If you are able to connect, then your backup is likely undergoing archive maintenance; proceed to Connected To Port below for more information. If you are unable to connect, proceed to Cannot Connect To Port below.

Connected To Port 

If you can connect to port 4285, your backup is likely undergoing archive maintenance. During the process of archive maintenance, access to the archive is restricted and restores from the CrashPlan web app are disabled. Once maintenance is complete, restores from the CrashPlan web app are re-enabled.

If you have access to the CrashPlan app, the Backup screen shows an estimate of the time remaining for archive maintenance.

archive maintenance

Emergency Restore 
If you need to perform an emergency restore during archive maintenance, contact our Customer Champions​ for Code42 for Enterprise support or CrashPlan PRO support.

Cannot Connect To Port 

Recommended Solution

If there is a port conflict on port 4285, we recommend downloading the CrashPlan app to restore your files. The CrashPlan app can be used to perform restores on any computer.

Uninstall The CrashPlan App
If you are using a shared computer, we recommend uninstalling the CrashPlan app after completing the restore.  

Alternative Solution 

If you are unable to connect to port 4285 using the Telnet test, a router or firewall may be blocking the port, or another application is using it. You can resolve this issue by adjusting the software firewall, enabling port forwarding, or moving to a new internet connection: 

  • Software firewall:  Create a firewall rule to allow outbound connection on TCP port 4285
    Consult the software manufacturer for detailed instructions on how to create firewall rules.
  • Port forwarding: If creating a firewall rule didn't resolve the issue, you may need to enable port forwarding for port 4285 on your router.
    Consult the manufacturer of your router or instructions from Port Forward.
  • New internet connection: If possible, move to a different Internet connection to perform your restore. 

External Resources

Port Forward: How to Enable Port Forwarding