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    Home > CrashPlan > Latest > Troubleshooting > Connections Between Computers

    Connections Between Computers

    Applies to:
    • CrashPlan for Home
    • CrashPlan PROe

    Overview

    If you are unable to connect to a computer destination in the CrashPlan app, follow the troubleshooting steps in this article to identify and remedy the issue.

    Note: It's possible that computers that were previously connected may experience connectivity issues after an update to the CrashPlan app, your operating system, or either computer's network environment.

    Affects

    Computer-to-computer backup (backing up to a computer you own or a friend's computer)

    Considerations

    • When backing up to another computer, the router and firewall settings must be properly configured on each computer involved.
    • CrashPlan uses Universal Plug and Play (UPnP) and NAT Port Mapping Protocol (Nat-PMP) for computer-to-computer communication. If you previously disabled UPnP or NAT-PMP on your router, you must configure port forwarding to allow computer-to-computer backup.
    • CrashPlan PROe only: To back up to computer destinations, the source and destination computers must belong to the same user account; you cannot back up to other people's computers. 

    Recommended Solution

    Step 1: Manually Attempt To Reconnect

    Start by manually instructing the CrashPlan app to reconnect with the computer destination by restarting the CrashPlan service. This is an easy catch-all solution that can repair a disruption in the connection. Simply enter the following command in the CrashPlan app's Command window: 

    1. Open the CrashPlan app
    2. Double-click the CrashPlan logo in the upper-right corner
      The CrashPlan command-line area opens
    3. Enter this command: 
      ra, restart
    4. Press Enter
      This closes the CrashPlan app, stops the CrashPlan service, and then restarts the CrashPlan service

    ​​Reconnect

    Step 2: Use Telnet To Test Your Connection

    If you're still not connected to the computer destination, use a simple Telnet command to further diagnose the issue. Telnet allows text-based communication between computers. Here we use it to see if the computer being backed up (the source) can talk to the computer storing the backup (the destination).

    First, find the IP address for the destination computer:

    1. You can find the address from either the source or destination computer:​
      • From the source: Go to Backup, click the destination's name​
      • From the destination: Go to Settings > Network
    2. Two IP addresses are displayed. Determine which IP address to use:
      • Internal address (displayed first): Use if the computers are on the same network
      • Public/External address: Use if the computers are on different networks or at different locations

    Now, test whether or not you can connect to this IP address with Telnet:

    1. On the source computer, 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
    2. Enter the command: telnet <IP_address_of_destination_computer> 4242
      Example: telnet 192.0.2.10 4242​

    Telnet Successfully Connects

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

    Trying 192.0.2.10…
    Connected to 54.162.1.10. Escape character is '^]'.
    ??d???t”??Y+???+|???Ø‘?d6#?еW?{?????6߉?D!@g?????l?????>?]??b6`Û›??gÖ²$d?c΋?
    

    If Telnet is successful, then CrashPlan is able to access the necessary port on the destination computer. However, the connection may be blocked by antivirus software on either the source or destination computer. Proceed to Step 3 for further details on troubleshooting antivirus software.

    Telnet Fails To Connect

    If Telnet cannot successfully connect, you may see a "connection refused" message, no response, or some other response. If Telnet fails, the connection may be blocked on either the source or destination computer, most likely by a firewall on one of the computers. Proceed to Step 3 for further details on troubleshooting firewalls.

    Step 3: Check For Conflicts With Your Firewall Or Antivirus Software

    If you are still unable to connect, it may be because antivirus or firewall software is blocking CrashPlan or the ports needed for computer-to-computer connections.

    Antivirus Software

    Antivirus software is designed to protect your system against unknown applications and unauthorized Internet activity. Consequently, you may need to add CrashPlan as an approved application in your antivirus or security software in order for the CrashPlan app to function properly. The following antivirus and security applications have been known to prevent CrashPlan connections.

    Applications Known To Cause Conflicts
    • Avast 
    • AVG
    • Avira
    • McAfee
    • Integro VirusBarrier
    • Integro NetBarrier
    • One Periodic Hands Off!
    • BeyondTrust PowerBroker (version 6.5)
    • Little Snitch

    CrashPlan Version Updates
    Upgrading the CrashPlan app to a new version may cause antivirus or security software​ to see that version as a new application and block its activity. If this occurs, re-add CrashPlan as an approved application in your antivirus or security software​.

    Firewall

    Firewalls are designed to prevent unauthorized network activity on your computer. Many operating systems come with a built-in firewall:

    Your computer may have other software firewalls installed. If you are using a firewall, you may need to add CrashPlan as an approved application, or allow inbound connections from TCP port 4242 on the destination computer.

    Diagnose Security Software Conflicts

    To determine if your antivirus software or firewall is blocking access to CrashPlan Central:

    1. Temporarily disable all firewall and antivirus software on the source and destination computer.
      See External Resources for links to commonly used firewalls and antivirus software
    2. Open the CrashPlan app.
    3. If you still do not have a connection to the destination computer, repeat Step 1: Manually Attempt To Reconnect.
    4. If you are able to connect, re-enable any software you disabled one-at-a-time to determine which application is blocking CrashPlan.
    5. If CrashPlan connects to the destination computer with the antivirus or firewall applications disabled, then either the CrashPlan app or TCP port 4242 is being blocked. Once you determine the source of the conflict:
      • If antivirus software is preventing a connection, create an exception or rule for CrashPlan. If possible, include a rule to allow inbound connections (on the destination computer) or outbound connections (on the source computer) for TCP port 4242.
      • If the firewall on the destination computer is preventing the connection, create a rule to allow inbound connections on TCP port 4242. 
        If both computers are backing up to each other, allow inbound and outbound connections for TCP port 4242 from both computers
    6. ​After adding antivirus software or firewall exceptions, open the CrashPlan app to check your connection status. If you are still unable to connect, repeat Step 1: Manually Attempt To Reconnect.

    See External Resources below for links to instructions for commonly used antivirus applications, as well as Windows and Mac firewalls.

    Important
    Re-enable your firewall and antivirus software when you are done testing your connection. 

    Step 4: Configure Port Forwarding

    If you are still unable to connect to the computer destination after creating exceptions for the CrashPlan app and TCP port 4242, you may need to configure port forwarding. Port forwarding is a way to direct traffic on the Internet. When two computers want to talk to each other, they need to know where to send information. IP addresses allow computers to send information to the right place.

    When connecting between computers, the CrashPlan app usually calls ports in the 1,024 - 14500 and 49,000 - 52,000 ranges for NAT traversal, but may call ports outside of those ranges as well. We recommend allowing all CrashPlan connections in your firewall.

    Computers On Different Networks

    Enable port forwarding on the destination computer's router to tell it to send incoming connections on TCP port 4242 to the destination computer's IP address. Port forwarding is configured differently for each router manufacturer. You can review your manufacturer's documentation for details, or you can find a guide for your router at PortForward.com or HowToGeek.

    Computers On The Same Network

    If multiple computers are running CrashPlan on a single network, you may need to assign a unique listener port to each computer. Typically, if this is needed, you will observe that one computer connects properly, but the other does not.

    You can try any port between 1024 and 5999, with the exception of port 4242, which is already used by the CrashPlan app to communicate to the CrashPlan service and therefore should not be used.

    For example, you could change the listener port on one of the computers to 4252. To change the listener port:

    1. Open the CrashPlan app​
    2. Go to Settings > General > Inbound backup from other computers > Configure
    3. Update the Listen port
    4. Configure port forwarding for the port
      Review your manufacturer's documentation for details, or find a guide for your router at PortForward.com or HowToGeek.
    5. If you still do not have a connection to the destination computer, repeat Step 1: Manually Attempt To Reconnect
    Optional: Check Port Availability

    If you want to verify that another application on your computer isn't using a particular port, you can run a simple command. For example, to check whether or not port 4252 is in use:

    1. Open the Command Prompt (Windows) or Terminal (OS X/Linux):
      • Windows: All Programs > Accessories > Command Prompt
      • OS X: Finder > Applications > Utilities > Terminal
    2. Enter the command: 
      • Windowsnetstat -ano | findstr “4252"
      • OS X/Linuxnetstat -an | grep 4252

    If the port is not in use, then the command will not return a result, and you can use it as a listener port for the computer that is unable to connect.

    Still Having Trouble?

    If the connection issue persists, please contact our Customer Champion​ team for further assistance.

    Important
    Include the results of the troubleshooting steps above to help our team identify the issue as quickly as possible.

    Include the following information in your request to help our Customer Champions diagnose the issue faster:

    • Product name helps us direct your request to the team that can best assist you
    • Operating system and version(s) of relevant system(s)
    • Detailed description of the question or problem
    • Screen shots of relevant settings in the app, console, or error messages
    • Computer ID (GUID) of affected device or devices (where's my computer ID?)
    • Logs can help us diagnose your issue more efficiently (how to find and send logs)
    • Username (or email address) of affected user account
    • Version of software you are running

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    Last Modified
    15:49, 16 Sep 2014

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