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Code42 Support

CrashPlan app stops after change to security settings

Applies to:
  • CrashPlan PROe

Overview

In version 4.2 of the Code42 platform, there is a known issue that affects CrashPlan devices that use custom key security. When upgrading to custom key security or changing the custom key, the CrashPlan app displays Synchronizing for a long period of time. This issue does not affect existing backup data, but it can cause devices to temporarily stop backing up.

To resolve this issue, restart the device or force the device to reconnect to your Code42 environment.

Affects

CrashPlan apps for which both of the following are true:

  • Connect to a private Code42 environment that uses version 4.2 of the Code42 platform
  • Use custom key security in either of these situations:
    • Upgrading from standard security or archive key password security
    • Changing an existing custom key

CrashPlan apps connected to the Code42 cloud are not affected by this issue.

Resolved in 4.3.0
This issue is resolved in version 4.3.0 of the Code42 platform. If possible, we recommend upgrading to version 4.3.0 or later.

Recommended solution

To resolve the issue, force the CrashPlan app to reconnect to the enterprise server. A user can force the reconnection from the device, or an administrator can force the reconnection from the administration console.

Reconnecting from the device

Choose one of these options:

  • Restart the device.
  • Use the CrashPlan app command line:
    1. Open the CrashPlan app.
    2. Double-click the logo in the upper-right corner to open the CrashPlan app command-line interface.
    3. Enter this command: disconnect, reconnect
    4. Press Enter to submit the command.
      The CrashPlan app disconnects from the Code42 environment, then re-establishes the connection.

Reconnecting from the Administration console

If the device is currently online, you can issue a command to the CrashPlan app from the administration console.

  1. Sign in to the administration console on your master server.
  2. Locate the affected device.
    • Search for the device's name
    • Go to Devices for a full list of all devices.
  3. Select the device to view its details.
  4. Double-click the device's operating system icon to open the CrashPlan app command-line interface.
    Operating system icon
  5. Enter this command: disconnect, reconnect
  6. Press Enter to send the command to the device.
    The CrashPlan app disconnects from the Code42 environment, then re-establishes the connection.