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Mac Menu Bar Unable To Connect To Backup Service

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

This troubleshooting article describes a scenario where you are able to run the CrashPlan app, but the CrashPlan menu in your Mac menu bar displays the message Unable to connect to backup service.

Affects

CrashPlan app version 4.2.x and earlier on Mac OS X

Diagnosing

  1. Click the CrashPlan icon in your Mac menu bar
  2. Confirm that the message Unable to connect to backup service displays

Mac menu bar unable to connect to backup service

Recommended Solution

First, follow Step 1 below to quit and relaunch the menu bar service. If that doesn't correct the issue, your Mac may be missing the local host address in its host file. To add the local host information, see Step 2 below.

Step 1: Quit And Relaunch The Menu Bar

  1. Click the CrashPlan icon in your Mac menu bar
  2. Select Quit
  3. Open the CrashPlan app and go to Settings > General
  4. Click Launch to launch the menu bar

If the problem persists, proceed to the solution below.

Step 2: Add Local Host IP Address

Edit your /etc/hosts file to include local host:

  1. Open Terminal
  2. Enter: sudo nano /etc/hosts
  3. When prompted, enter your computer's password
    Note: Your password does not display as you type
  4. Add a line with the following text: 127.0.0.1    localhost

Host File

  1. Press Control-O to save your changes
  2. Press Control-X to exit 

If your local host information is already in your /etc/hosts file, or adding it does not correct the issue, please contact our Customer Champions​ for Code42 for Enterprise support or CrashPlan PRO support.

Under The Hood

A default hosts file on OS X contains the following:

##
# Host Database
#
# localhost is used to configure the loopback interface
# when the system is booting.  Do not change this entry.
##
127.0.0.1       localhost
255.255.255.255 broadcasthost
::1             localhost
fe80::1%lo0     localhost

The CrashPlan menu bar relies on the local host information. If the local host is missing, the menu bar cannot connect to the CrashPlan service.

External Resources