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Code42 Support

Forgot Your Archive Key Password Or Custom Encryption Key?

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

If you use one of our enhanced security methods (archive key password or custom key) and you lose or forget your password or key, this article describes your options for recovering from the issue.

Affects

CrashPlan accounts that use a type of upgraded archive encryption security (archive key password or custom key)

Considerations

  • This article assumes you are familiar with the concept of archive encryption key security.
  • Using an archive key password or custom encryption key to secure your backup is optional. These security options are different than the account password you use to access the CrashPlan app and CrashPlan web app.
  • Code42 Customer Champions have no way to recover an archive key password or custom encryption key for you.
  • Your archive encryption key security policy applies to all of the computers on your CrashPlan account.

Recover from a lost archive key password

If you are using an archive key password with the archive question option enabled, you can reset your password.

If you forget or misplace your archive key password or you don't have an archive question enabled, the files backed up under your account cannot be restored. You must start over with a new account, which means you must start your backup over.

Recover from a lost custom key

If you forget or lose your custom encryption key, the files backed up under your account cannot be restored. You must start over with a new account, which means you must start your backup over.

Start over with a new account

If you use CrashPlan for Home, you will not be able to restore the files backed up under your account if:

  • You forget or misplace your custom encryption key
  • You forget your archive key password and don't have an archive question enabled
  • You have an archive question enabled and you cannot answer it correctly

In these cases, you must start over with a new account, which means you must start your backup over. Follow the steps below to create a new account and start your backup over.

CrashPlan PRO or Code42 for Enterprise
If you are using CrashPlan PRO or Code42 for Enterprise, contact your CrashPlan administrator to start over with a new account.

Step 1: Modify your existing account

  1. Sign in to the CrashPlan web app.
  2. Select Account.
  3. Change the email address associated with your account.
    Example: Modify the email address by adding "deactivated_" to the beginning. This enables you to reuse your original email when creating a new account in step 4 of the Step 2: Start A New CrashPlan for Home Account section.
  4. Click Save.
  5. Click Save again to confirm the change.
  6. Select Subscriptions.
  7. Copy and paste your license keys from License Key into a file.
    You will re-enter your license keys in step 5 of the Step 2: Start A New CrashPlan for Home Account section.

Step 2: Start a new CrashPlan for Home account

  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper-right corner.
    The command-line interface appears.
  3. Enter this command: deauthorize
    You are signed out of the CrashPlan app and your backup is stopped.
  4. Select New Account from the sign-in screen to create a new account.
  5. Enter your license key under Settings > Account > Key.
  6. Start backup.

(Optional) step 3: Update additional computers

If you have additional computers under your CrashPlan account, update each computer to use your new account.

  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper-right corner.
    The command-line interface appears.
  3. Enter this command: deauthorize
    You are signed out of the CrashPlan app and your backup is stopped.
  4. Select Existing Account from the sign-in screen.
  5. Enter the login information for the account you created in Step 2: Start A New CrashPlan for Home Account.
  6. Enter your license key under Settings > Account > Key.
  7. Start backup.
Family unlimited subscriptions
If you have a Family Unlimited subscription, CrashPlan automatically pushes the license key entered in Step 5 to any other computers signed in under the same account. However, we recommend confirming that the license key was properly applied to each computer.