CrashPlan does not run

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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, 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 more or less system memory if the Code42 app:

Does not open when launched
Opens, but displays the message: Code42 CrashPlan cannot connect to its background service
Closes abruptly while backing up file.

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 5.x and later.

Diagnosing

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:

OS X or Linux: You have a 64-bit installation. Skip the rest of this article. See CrashPlan Does Not Run On 64-Bit System.
Windows:

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

If Program Files (x86) does not exist, your operating system is 32-bit.
Skip the rest of the rest of this article. See CrashPlan Does Not Run On 32-Bit Windows System.
If Program Files (x86) does exist, your operating system is 64-bit. See Diagnosing On 64-Bit Windows, below.

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:

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

If Program Files (x86)/CrashPlan does exist, you have a 32-bit Code42 app running on a 64-bit operating system. Skip the rest of this article. See 32-Bit CrashPlan Does Not Run On 64-Bit Windows System.

In the list at right, look for the folder Program Files/CrashPlan.

If Program Files/CrashPlan does exist, you have a 64-bit Code42 app running on a 64-bit system.
Skip the rest of this article. See CrashPlan Does Not Run On 64-Bit System.
If Program Files/CrashPlan does not exist, your Code42 app runs for a single user rather than all users of your machine. See Code42 app installed per user, below.

Code42 app installed per user

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

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

If the Compatibility mode is Windows XP, you have a 32-bit Code42 app running on a 64-bit operating system. See 32-Bit CrashPlan Does Not Run On 64-Bit Windows System.
If the Compatibility mode is anything other than Windows XP, You have a 64-bit Code42 app running on a 64-bit system. See CrashPlan Does Not Run On 64-Bit System.