Who is this article for?
CrashPlan for Small Business, no.
Code42 for Enterprise, yes.
Link: Product plans and features.
This page contains a list of frequently asked questions for Code42 for Enterprise users.
This article is for Code42 for Enterprise. If you're using CrashPlan for Small Business, see CrashPlan for Small Business FAQs.
Insider threat questions:
- How does backup work?
- Why does the Code42 app report a different file size than the size of files selected for backup?
- Why isn’t this backup reaching 100% complete?
- How do users add a computer/device?
- Can the Code42 app handle terabytes (TBs) of data?
- What should users back up?
- Can users back up files on an external drive, NAS, or a mapped drive?
- Can I run Code42 for Enterprise on a headless/NAS setup?
- Can users back up to other users' computers?
- Can I back up a server with Code42 for Enterprise?
- How do users set up a new device for backup and no longer back up the old one?
- How do I exclude entire folders and specific files from backups?
Cold storage questions:
- What is cold storage?
- How long does data stay in cold storage?
- Does cold storage consume a subscription?
Archive maintenance questions:
- What is archive maintenance?
- Why can’t users restore during archive maintenance?
- Why did the archive change in size?
Trials, subscriptions, billing, and licensing questions:
- Is there a free trial?
- How is Code42 for Enterprise licensed?
- Is Code42 for Enterprise available outside of the US and Canada?
- Is Code42 for Enterprise translated in other languages?
- How do I buy?
- How do I get help with my subscription, invoice or bill?
- Why are we using more subscriptions than we have active users?
Australia and New Zealand customers' questions:
- Are your cloud services based in Australia?
- I have already purchased a plan through the US store. What price do I pay to renew?
- Why the big price difference between Australia and US offerings?
- Can I purchase subscriptions for multi-year plans?
Contact support questions:
Code42 provides many tools to help you quickly detect and respond to both malicious and unintentional activity that threatens your intellectual property, sensitive data, and overall security. For example:
- Risk Exposure dashboard: Provides a high-level view of all endpoint and cloud file activity in your Code42 environment that may be putting data at risk. The Risk Exposure dashboard highlights file activity:
- On removable media
- Synced to cloud services
- Read by browsers and other apps (uploads and downloads)
- In .zip files and other archive formats
- Alerts: Enable you to define specific file-activity behaviors and thresholds that trigger an alert. Alerts can be sent as emails, appear on dashboards, or both. For example, you could create an alert that emails you every time any user transfers a certain number of files to removable media or to a cloud sync folder.
- High Risk Employees application: Provides comprehensive insight into file activity of employees you identify as a risk (for example, users with elevated permissions, access to sensitive data, on a performance improvement plan, etc.).
- Departing Employees application: Provides comprehensive insight into the file activity of departing employees, enabling you to:
- Easily review endpoint and cloud file activity to quickly investigate suspicious behavior
- Gain visibility into file activity from before a user gave their notice by looking at their file events from the last 90 days
- Receive alerts for file activity behaviors and thresholds that meet your defined criteria
- Forensic Search: Perform ad-hoc searches to review file metadata and download file contents for endpoint, cloud, and email file activity.
For detailed steps about how to leverage these tools to protect your environment, see Detect and respond to insider threats with Code42.
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:
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 is 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. Click a link below to troubleshoot:
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:
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?.
- External drives: The Code42 app can back up storage connected to a device such as an external hard drive directly attached via USB, Thunderbolt, or Firewire.
- Users can back up Network Attached Storage (NAS) on Mac and Linux, but not Windows.
- Storage must be mounted in order for the Code42 app to access it.
- Users may see performance bottlenecks on a NAS that is serving multiple purposes or is not fiber attached because the Code42 app requires fast disk I/O.
- Mapped drive: Users can back up any drive that is mounted as a Volume for Mac and Linux. However, we don't support backing up mapped drives on Windows due to an OS-level restriction built into Windows.
No. Installing the Code42 app on a headless/NAS setup is not supported.
Computer-to-computer backup, also known as inbound backup or peer-to-peer, is no longer supported in the Code42 app. Users can only back up to local drives and to the Code42 cloud, not to other computers.
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 will need to associate the new device with their existing archive.
In the wizard, the transfer files step is an opportunity to download files from the archive. If users do not 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 will remain 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:
- In the administration console, go to Organizations > Active.
- Select an organization.
- From the action menu, select Device Backup Defaults.
- From the General tab, scroll down to Global Exclusions.
- 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.
- Click Save.
- Use Device backup settings to modify settings for specific devices:
- In the administration console, go to Devices > Active.
- Select a device.
- From the action menu, select Edit.
- From the General tab, scroll down to Global Exclusions.
- Enter a string to exclude and click the plus icon.
- 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 to be ignored for backup.
- Use regular expressions (regex) to designate files to be excluded from backup. Each expression you provide is always 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 from the administration console, or you can restore files for users if you have the proper permissions. We recommend users use the Code42 app to restore files whenever 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.
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
You can also change the amount of CPU used.
When a user or device is deactivated, its data is not deleted. Instead, it is moved into cold storage. Cold storage is a temporary holding state for archives after they are deactivated but before they expire and are permanently deleted.
The amount of time archives are kept in cold storage depends on the action that places the archives in cold storage:
- Conclusion of service - Data is held in cold storage for 14 days before deletion.
- Deactivation - If you deactivate individual users, devices, or organizations, the data is held in cold storage per the cold storage retention settings configured in the administration console.
After the cold storage retention period ends, archives enter a final 20-day expired period. This means the archive still physically remains in the Code42 cloud, but it is not visible or accessible via the administration console and does not consume a subscription. If you need this data, our Customer Champions for Code42 for Enterprise support can try to recover an expired archive, but there is no guarantee. After the 20-day expired archive period, archives are permanently deleted and are not recoverable.
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.
In the Code42 cloud, we update the administration console and the Code42 apps on user devices automatically so you are always on the latest version. However, administrators can optionally delay Code42 app upgrades on user devices for up to 30 days. This enables you to test new Code42 app versions on a small group of users before updating all users in your Code42 environment. It also allows for a staggered rollout schedule.
If you are interested in moving from an on-premises installation to the Code42 cloud, contact your Customer Success Manager (CSM) for assistance.
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
- Select Administration > Organizations > Active.
- Select an organization.
- From the action menu, select Edit, then click the Reporting tab.
- Update your settings.
Step 2: Shut off backup status email notifications for your end users
- Select Administration > Organizations > Active.
- Select an organization.
- From the action menu, select Device Backup Defaults, then click the Reporting tab.
- Deselect all the options on that tab.
Trials, subscriptions, billing, and licensing
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.
Yes. Code42 for Enterprise is available worldwide.
Yes. For more information, see details on available languages for all Code42 products.
For questions about your subscription, invoice or bill, contact your Customer Success Manager (CSM). If you're not sure how to reach your CSM, email email@example.com and we will connect you.
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:
Australia and New Zealand customers
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/.
Code42 for Enterprise can be configured to support HIPAA compliance. Learn more about Code42 for Enterprise and HIPAA compliance.
Ask your Code42 Customer Success Manager (CSM) to make you an "administrative support contact". You can contact your CSM directly 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.
There are several different ways to get more information about Code42 for Enterprise:
- Check out our support site to get all of our documentation.
- In the administration console, click the Help icon in the upper-right to display a reference article about that page.
- Our customer success community is a great place to seek and exchange product knowledge, collaborate with your peers, stay up-to-date on Code42 events and resources, and grow your professional network.
- Advance your Code42 knowledge through instructor-led or virtual classes.