Code42 FAQs

Backup begins with a process called data de-duplication. The Code42 app analyzes a small piece of the file (a block), and checks to see if that block was previously backed up. 

• If that block was already backed up, the Code42 app moves on and analyzes the next block.
• If the block has not yet been backed up, the Code42 app compresses the block to save storage space, encrypts the block to secure the data, and sends the block to the backup destination.

As a result of this analysis, compression, and encryption activity for new files, a device’s initial backup takes much longer than subsequent, incremental backups. The length of time for the initial backup can quite literally range from minutes to weeks, and is dependent on many factors, including the number and size of files being backed up, the backup destination, network topology, and available device resources. However, once the first backup is complete, future backups are much faster, because the Code42 app only needs to back up new files and changed blocks of data for each file. 

If users compare the size of files selected for backup to the file size the Code42 app reports it's backing up, they may notice a difference. Multiple factors can contribute to this difference, such as our our de-duplication and compression processes. For more information, see:

• Why does the Code42 app show a different number of files than my computer?
• How backup works

In addition, users may notice that the Code42 app and administration console show slightly different values for the size of backup. This is because the Code42 app and administration console calculate file sizes differently. 

When a backup is unable to reach 100% complete, it's often because the Code42 app can't access some of the files. This may happen if a file is in use by another application or has incorrect permissions. To troubleshoot this issue, see:

• Windows: Unable to back up files (Windows)
• Mac: Unable to back up files (Mac)
• Linux: Unable to back up files (Linux)

To add a computer, users simply download the Code42 app from the administration console, install it, and sign in. The device then appears on the Active Devices list in the administration console. For instructions on how to replace an existing device, see Replace your device.

Each new file that the Code42 app backs up is indexed, compressed, and de-duplicated, which takes time. This usually isn't a problem for smaller backups, but if the backup is more than 1 TB of data or more than 1 million files, users will likely need to increase the amount of memory available to the Code42 app to get the backup to complete. For more information, see:

• What should you back up?
• How backup works

In general, we recommend that users back up the files they create, edit, and access. Typically, these are stored in the User directory or Home folder. 

The Code42 app isn't designed to back up system and application files.

For more information, see What should you back up?. 

Code42 supports backing up files that reside on network attached storage (NAS) on Mac and Linux. Storage must be mounted in order for the Code42 app to access it. For details, including performance considerations, see Back up networked storage or NAS devices. 

No. Installing the Code42 app on a headless/NAS setup is not supported.  

No. Code42 app version 6.x completely removes support for computer-to-computer backups. (Backups do not continue, but you can remove existing archives to free up storage space.)

No. Code42 app version 6.x completely removes support for computer-to-computer backups. (Backups do not continue, but you can remove existing archives to free up storage space.)

No, we do not support server backup with Code42 for Enterprise. For details, see Platform end of support for Code42 CrashPlan apps on Windows Server.

When a device is lost or stolen, the hardware fails, or users get a new device, the Code42 app's replace device wizard can help transfer files, move the backup, and update settings from a previous device. After users have installed the Code42 app on the new computer, they must associate the new device with their existing archive.

In the wizard, the file transfer step is an opportunity to download files from the archive. If users don't need to download the previously backed-up files to the new device right now, they can skip it. Regardless of what they choose, everything currently in the archive remains there as long as it is selected for backup and they haven't changed the default file retention settings.

You can exclude files and folders from backup at various levels in your Code42 environment: 

• Use Organization Defaults to apply global exclusions for individual organizations:
  1. In the administration console, go to Organizations > Active. 
  2. Select an organization. 
  3. From the action menu, select Device Backup Defaults. 
  4. From the General tab, scroll down to Global Exclusions.
  5. Enter a string to exclude and click the plus icon. If you don't see the option to add exclusions, deselect Use device defaults from parent at the top of the General tab.
  6. Click Save.
• Use Device backup settings to modify settings for specific devices: 
  1. In the administration console, go to Devices > Active.
  2. Select a device.
  3. From the action menu, select Edit.
  4. From the General tab, scroll down to Global Exclusions.
  5. Enter a string to exclude and click the plus icon.
  6. Click Save.

There are several ways of specifying which files and folders should be included or excluded from the backup file selection:

• Use substitution variables to specify the types of files or locations in the directory field instead of identifying each user folder by name, for example.
• Specify filename patterns using wildcards.
• Specify file extensions or file types to exclude. For example, add “mp3” to the exclude list to prevent all .mp3 files from being backed up.
• Use regular expressions (regex) to designate files to be excluded from backup. Each expression you provide is matched against the absolute path of the file, so take the full file path into account when you exclude files this way.

Users can restore files from the Code42 app or the administration console, or you can restore files for users if you have the proper permissions. We recommend that users use the Code42 app to restore files if they have access to one of their devices. The administration console is convenient for restoring files when users are not near one of their devices, but these restores are limited to 250 MB by default. 

Code42 complements the functionality of antivirus or endpoint detection and response (EDR) applications. However, when the Code42 app and these other applications are installed on the same device, they may compete for locked files and system resources. This can cause a large amount of CPU resources to be used on the device.

As a result, we recommend configuring the Code42 app to exclude other endpoint security programs. We also recommend configuring the Code42 app to exclude from backup the cache files created by antivirus and EDR applications. 

See Best practices for using Code42 with antivirus or EDR software if you are using applications like: 

• Carbon Black Cb Defense
• Carbon Black Cb Response
• CrowdStrike Falcon
• Kaspersky Endpoint Security for Business
• McAfee AntiVirus
• McAfee Endpoint Threat Defense and Response
• Sophos Intercept X

Other resources to reduce CPU usage:

• Reduce CPU on a device that has limited resources
• Specify settings related to CPU power and bandwidth allocation

When a user or device is deactivated, its data is not deleted right away. Instead, it is moved into cold storage. Cold storage is a temporary holding state for archives after they are deactivated but before they are permanently deleted. 

The amount of time archives are kept in cold storage varies depending on several factors:

• If you deactivate individual users, devices, or organizations, the data is held in cold storage per your cold storage retention settings configured in the administration console.
• If you do not renew your subscription with Code42, or the service is otherwise terminated, cold storage for archives in the Code42 cloud follows this retention schedule. Archives in on-premises storage servers are no longer managed by Code42 after conclusion of service and are subject to your own policies for managing hardware.

Yes. Archives associated with deactivated users and devices remain in cold storage for the retention period defined in the administration console. During that time, the archives continue to consume user subscriptions. As an administrator, you can can free up subscriptions by purging archives from cold storage. Once a user's archives are purged, the associated subscription becomes available for other users within 24 hours.

To upgrade an on-premises authority server, see Upgrade your environment and locate the instructions for your server version.

To upgrade the Code42 app on user devices, see Upgrade the Code42 apps in your environment.

If you are interested in moving from an on-premises installation to the Code42 cloud, contact your Customer Success Manager (CSM) or email csmsupport@code42.com for assistance. 

Verify that data balancing is turned on at the destination level and at the receiving store point. For more information, see Migrate archives between store points.

By default, our active script detects if the user is listed in LDAP. It does not detect whether they should be activated or deactivated. You can change this by updating the active script as long as a custom one isn't already implemented. For assistance, contact your Customer Success Manager (CSM) directly or email csmsupport@code42.com.

Archive maintenance is a regularly scheduled task that runs on each backup destination. The purpose is to maintain archive integrity and optimize the size of the archives. When archive maintenance runs, it:

• Checks backup archives for corrupted files and repairs any detected corruption
• Prunes file versions and removes deleted files according to the frequency and version settings
• Purges files that are no longer selected for backup

Archive maintenance locks the archive, so users won't be able to restore until maintenance is complete. 

An archive may change size after archive maintenance because it removes file versions and deleted files according to the frequency and version settings.

To send device backup reports to administrators only, follow these steps:

Step 1: From the administration console, set your reporting settings

1. Select Administration > Organizations > Active.
2. Select an organization.
3. From the action menu, select Edit, then click the Reporting tab.
4. Update your settings. 

Step 2: Shut off backup status email notifications for your end users

1. Select Administration > Organizations > Active.
2. Select an organization.
3. From the action menu, select Device Backup Defaults, then click the Reporting tab.
4. Deselect all the options on that tab. 

If no reports are being sent, there may be a corrupt email in the queue that is preventing other emails from being processed and sent. See Clear the Code42 server email queue for information on how to diagnose and resolve this issue. 

You may need to change the network configuration of your Code42 server due to a physical server move, subnet adjustment, VLAN change, or other network modification. Changing any part of the network configuration of a Code42 server that is in production requires careful planning to avoid adversely affecting users and devices.

For information on how to safely reconfigure your Code42 server's IP address or hostname, see Change a Code42 server's network address.

For information on how to use the Java keytool to create an SSL/TLS certificate signed by a trusted certificate authority (CA), see Install a CA-signed SSL certificate with the Java keytool. For information on securing your connection, see:

• Install a CA-signed SSL certificate with KeyStore
• Use OpenSSL to install a keystore

Yes. There is a 30-day free trial for Code42 for Enterprise. The trial is a fully functional version of the software, and is exactly the same as the purchased software.

Code42 for Enterprise is licensed by annual user subscription. Each active user consumes a user subscription.

You can choose from one-year, two-year, and three-year annual subscription plans. These plans include support and maintenance for the duration of the subscription.

If you decide to store your data in the Code42 cloud, you'll also pay for storage.

Yes. If you purchased a perpetual license in 2012 or earlier, you can have both annual and perpetual licenses running within the same Code42 environment.

Beginning with Code42 for Enterprise version 3.5, all subscriptions are user-based. A single user subscription covers up to 4 devices per user account. 

Yes. Code42 for Enterprise is available worldwide.

Yes. See details on available languages for all Code42 products.

If you are an existing customer and want to renew or add more users, contact your Customer Success Manager (CSM) at csmsupport@code42.com or email renewals@code42.com. If you are a new customer, contact sales. 

If you are using more subscriptions than the total number of active users displayed on the Users > Active screen in the administration console, it may be because you have data in cold storage that is consuming a subscription. 

When users are deactivated, their backup archives go into cold storage, where they continue to consume user subscriptions until they expire and are permanently deleted. To free up subscriptions before expiration, you can purge archives from cold storage.

For more information, see:

• Enterprise subscriptions
• Subscriptions reference
• Deactivate and reactivate users and devices

Yes. We have a data centre in Sydney.

If you have already purchased a plan through the US store, we'll continue to honor renewals of that plan at the US renewal prices.

Even though our operating costs in Australia are significantly higher than they are in the US, we are absorbing some of the increased cost to make us more in line with similar products.

No. Our longest subscription term in Australia and New Zealand for Code42 for Enterprise is one year.

Code42 is an ISO 27001-certified organization and conducts annual SOC 2 Type 2 attestations on our product and infrastructure. Additionally, Code42 ensures and monitors appropriate security assurance obligations (SOC 1, SOC 2, ISO 27001) for its cloud data centers. For more information, see https://www.code42.com/security/ and our Enterprise Security Resources. 

Code42 for Enterprise can be configured to support HIPAA compliance. Learn more about Code42 for Enterprise and HIPAA compliance.

Ask your Customer Success Manager (CSM) to make you an "administrative support contact." You can contact your CSM directly or email csmsupport@code42.com to update this information on your account.

If you have additional questions that our online resources don't address, our Customer Champions are happy to assist via email, live chat, and phone with Code42 for Enterprise support. We also provide user forums where you can discuss Code42 for Enterprise with other users.