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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

32-bit CrashPlan does not run on 64-bit Windows system

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

If you experience one of the following issues, your Code42 app version may not match your operating system. The Code42 app:Unable to connect to backup engine

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

To diagnose and resolve the issue, identify your Windows operating system and, if appropriate, reinstall the Code42 app according to the instructions below.

Affects

  • 32-bit Code42 app running on 64-bit Windows

If your Code42 app and operating system do not match the above, or if you are unsure, see CrashPlan Does Not Run.

Recommended solution

If your Windows version is 64-bit, ensure that your Code42 app is also a 64-bit version:

Step 1: Uninstall the Code42 app

  1. Open the Control Panel, and select:
    • Windows 7/8/10: Uninstall a Program
    • Vista: Programs and Features
    • Windows XP: Add/Remove Programs
  2. Select your CrashPlan product and choose Uninstall.

You may be prompted that another user on the device is signed in. If another user is signed in, it may prevent the Code42 app from uninstalling completely. Code42 recommends coordinating with other users to ensure all users are signed out of the account before continuing.

Uninstall fails
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.

Step 2: Download CrashPlan for 64-bit Windows

Download the CrashPlan installer for 64-bit Windows. Ask your system administrator for guidelines.

Download CrashPlan for 64-bit Windows

Step 3: Reinstall the Code42 app

  1. Double-click the CrashPlan EXE file that you downloaded in Step 2.
  2. Follow the prompts to complete the installation.
  3. Once the installation is complete, choose Existing Account on the sign in screen.
  4. Enter your CrashPlan account information.

See Installing The Code42 app for additional installation information.

Step 4: Test the results

  1. Verify that backup is running.
    If the Code42 app is starting for the first time, start a backup.
  2. Allow CrashPlan to run for 24 hours.
  3. Watch for the following symptoms. The Code42 app:
  • Does not open when launched
  • Opens, but displays the message: Unable to connect to the backup engine, retry?
  • Closes abruptly while backing up files
  1. If the Code42 app exhibits any of those symptoms, see CrashPlan Does Not Run On 64-Bit System to continue troubleshooting