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Who is this article for?

CrashPlan Cloud
CrashPlan for Small Business
CrashPlan On-Premises

Find your product plan in the Code42 console on the Account menu.
Not a CrashPlan On-Premises customer? Search or browse Incydr and Instructor, CrashPlan Cloud, or CrashPlan for Small Business.

Instructor, no.

Incydr Professional, Enterprise, Gov F2, and Horizon, no.

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, no.

Retired product plans, yes.

CrashPlan for Small Business, no.

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Code42 Support

CrashPlan does not run

Who is this article for?

CrashPlan Cloud
CrashPlan for Small Business
CrashPlan On-Premises

Find your product plan in the Code42 console on the Account menu.
Not a CrashPlan On-Premises customer? Search or browse Incydr and Instructor, CrashPlan Cloud, or CrashPlan for Small Business.

Instructor, no.

Incydr Professional, Enterprise, Gov F2, and Horizon, no.

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, no.

Retired product plans, yes.

CrashPlan for Small Business, no.

Overview

In many cases, the Code42 app's default memory setting supports backing up as much as 1 TB (1,024 GB) of data or as many as 1 million files. However, you may need to assign more or less system memory if the Code42 app:Unable To Connect To Backup Engine Error

  • Does not open when launched
  • Opens, but displays the message: Unable to connect to the backup engine, retry?
  • Closes abruptly while backing up files

This article describes how to diagnose the problem. Depending on your hardware and Code42 app installation, it directs you to instructions for resuming successful backups.

Affects

Code42 app 4.x and later.

Diagnose

If running the Code42 app leads to any one of the symptoms described above, first determine whether you have a 32- or 64-bit installation:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for the folder Program Files (x86).

Diagnose on 64-bit Windows

On a 64-bit Windows system, follow the steps below to determine whether you run a 32- or 64-bit version of the Code42 app:

Code42 app installed for all users (the default)

Determine whether your Code42 app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for the folder Program Files (x86)/CrashPlan.
  1. In the list at right, look for the folder Program Files/CrashPlan.

Code42 app installed per user

Determine whether your per user Code42 app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the explorer search box, enter CrashPlanService.exe.
  5. Press Enter.
  6. In the search results, right-click on the file CrashPlanService.exe.
  7. Select Properties > Compatibility.