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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, Horizon, and Gov F2, 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 on 64-bit 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, 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: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 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)

  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.
  1. 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:
      • Windows Vista, 7, 8, Server 2008, and Server 2012: C:\Users\<username>\AppData\<Local or Roaming\CrashPlan
        Depending on your network environment, user profiles can be either Local or Roaming.
      • Windows XP: C:\Documents and Settings\<username>\Application Data\CrashPlan

OS X

  1. Open the Finder.
  2. Press Command-Shift-G
    A dialog box appears: Go to the folder.
  3. 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
  4. Click Go.
  5. Double-click Uninstall.
  6. Follow the prompts to complete the uninstall process.
  1. Remove the following directory from your system:
    • Installed for all users: /Library/Application Support/CrashPlan
    • Installed per user: ~/Library/Application Support/CrashPlan

Linux

  1. Download the latest version of CrashPlan for Linux. Consult your administrator for guidelines.
  2. Uncompress the TGZ file to Downloads.
  3. Open Terminal and enter:
     cd ~/Downloads/crashplan-install
    
  4. Press Enter.
  5. Then enter:
    sudo ./uninstall.sh -i /usr/local/crashplan
  6. Press Enter.
  7. At the prompt, type YES to uninstall and press Enter.
  1. Remove the following directory from your system: /var/lib/crashplan

Step 2: Reinstall the Code42 app

  1. Download the latest version of CrashPlan for your operating system. Consult your system administrator for guidelines.
  2. Once the download completes, unzip the installer.
  3. Run the CrashPlan Installer:
    • Windows: Double-click the CrashPlan EXE file.
    • OS X: Double-click the CrashPlan DMG file, then double-click Install CrashPlan.
    • Linux: Run the install.sh shell script.
  4. Follow the prompts to complete the installation.
  5. Once the installation is complete, choose Existing Account on the sign in screen and enter your CrashPlan account information.

Additional installation information is available in the Installing CrashPlan article.

Step 3: Open the Code42 app

  1. If the Code42 app opens, continue to Step 4 to update memory settings in the Code42 app.
  2. 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

  1. 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

  1. Double-click the CrashPlan logo in the upper-right corner of the Code42 app.
    The CrashPlan command-line area opens.
  2. Enter the command:
    java mx nnnn,restart
    where nnnn is the new memory setting.

Command Line Memory Setting

  1. Press Enter.
    The Code42 app closes. The CrashPlan service stops. Then the CrashPlan service restarts.
  2. Open the Code42 app.
  3. If the Code42 app opens successfully, continue to Step 5.
  4. 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.

  1. In the Continue Backup message, click Adopt.
    I don't see the option to Adopt.

Click Adopt

  1. Select the computer that you want to adopt. You can identify which computer to adopt in three different ways:
    • Computer name
    • Time of last backup
    • Archive size

Adopt Options

  1. Enter your Email and Password again and click Sign In.
    The Adoption Complete! message displays.
Is my backup starting over?
After adopting a previous computer, a scan launches to compare the contents of your backup file selection against your existing backup archive. It may look like your files are backing up again, and the estimated time to complete may seem unusually long. However, CrashPlan uses data de-duplication to identify what is already backed up. CrashPlan will only back up what has changed (For example: folder paths if files have moved, new files). This is a normal part of CrashPlan's operation, but if you are concerned, there are several ways to confirm that your backup isn't starting over.