CrashPlan does not run on 64-bit system
Who is this article for?
Instructor, no.
Incydr Professional, Enterprise, Horizon, and Gov F2, 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 additional system memory if 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
This article describes how to diagnose and fix the problem on a 64-bit system to resume successful backups.
Affects
- 64-bit Code42 app running on 64-bit Windows
- Code42 app running on OS X
- Code42 app running on Linux
If your Code42 app and operating system do not match any of the above, or if you are unsure, see CrashPlan Does Not Run.
Recommended solution for 64-bit systems
If your operating system is 64-bit Windows, OS X, or Linux, follow the instructions below to resolve the issue.
Step 1: Completely uninstall the Code42 app
Windows (64-bit)
- Open the Control Panel, and select:
- Windows 7/8/10: Uninstall a Program
- Vista: Programs and Features
- Windows XP: Add/Remove Programs
- 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.
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.
- Remove the following directory from your device:
- If installed for all users:
- Windows Vista, 7, 8, Server 2008, and Server 2012: C:\ProgramData\CrashPlan
- Windows XP: C:\Documents and Settings\All Users\Application Data\CrashPlan
- If installed per user:
- If installed for all users:
OS X
- Open the Finder.
- Press Command-Shift-G
A dialog box appears: Go to the folder. - Paste this text into the dialog box:
- Installed for everyone: /Library/Application Support/CrashPlan/Uninstall.app
- Installed per user: ~/Library/Application Support/CrashPlan/Uninstall.app
- Click Go.
- Double-click Uninstall.
- Follow the prompts to complete the uninstall process.
- Remove the following directory from your system:
- Installed for all users: /Library/Application Support/CrashPlan
- Installed per user: ~/Library/Application Support/CrashPlan
Linux
- Download the latest version of CrashPlan for Linux. Consult your administrator for guidelines.
- Uncompress the TGZ file to Downloads.
- Open Terminal and enter:
cd ~/Downloads/crashplan-install
- Press Enter.
- Then enter:
sudo ./uninstall.sh -i /usr/local/crashplan
- Press Enter.
- At the prompt, type YES to uninstall and press Enter.
- Remove the following directory from your system: /var/lib/crashplan
Step 2: Reinstall the Code42 app
Step 3: Open the Code42 app
- If the Code42 app opens, continue to Step 4 to update memory settings in the Code42 app.
-
If the Code42 app does not open, or if any one of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for Code42 for Enterprise support.
Step 4: Update CrashPlan memory settings
- Determine how much memory your Code42 app needs:
Backup Selection Size | Recommended Memory Setting (MB) |
---|---|
1.5 TB or 1.5 million files | 1536 |
2 TB or 2 million files | 2048 |
2.5 TB or 2.5 million files | 2560 |
3 TB or 3 million files |
3072 |
- Double-click the CrashPlan logo in the upper-right corner of the Code42 app.
The CrashPlan command-line area opens. - Enter the command:
java mx nnnn,restart
where nnnn is the new memory setting.
- Press Enter.
The Code42 app closes. The CrashPlan service stops. Then the CrashPlan service restarts. - Open the Code42 app.
- If the Code42 app opens successfully, continue to Step 5.
- If the Code42 app does not open, or if any one of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for Code42 for Enterprise support.
Step 5: Reconnect your backup with adoption
If the Code42 app opened successfully, you must now reconnect your Code42 app to the backup archives created before the symptoms occurred.
External resources
Related topics