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Who is this article for?

CrashPlan Cloud
CrashPlan for Small Business

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

Instructor, yes.

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

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, no.

Retired product plans, no.

CrashPlan for Small Business, yes.

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Code42 Support

Code42 app does not run (CrashPlan for Small Business)

Who is this article for?

CrashPlan Cloud
CrashPlan for Small Business

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

Instructor, yes.

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

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, no.

Retired product plans, no.

CrashPlan for Small Business, yes.

Overview

If the Code42 app:

This article describes how to diagnose and solve the potential problems causing this disruption, which are:

  • You are using the 32-bit version of the Code42 app on a 64-bit device (only applies to Windows)
    In this situation, the Code42 app cannot properly utilize the 64-bit machine's hardware, and as a result exhibits memory-related problems. To correct the problem, follow the steps below in Solution for a Windows 32-bit Code42 app running on a 64-bit system to uninstall the Code42 app and install the correct 64-bit Code42 app.
  • The memory settings are inadequate (applies to Windows, Mac, and Linux)
    In this situation, there is not enough memory allocated to the Code42 app. To correct the problem, follow the steps below in Solution for any 64-bit system to reinstall the Code42 app and adjust your Code42 app memory settings.

Solution for any 64-bit system

Step 1: Completely uninstall the Code42 app

Follow these instructions to completely uninstall the Code42 app.

Step 2: Reinstall the Code42 app

Follow the instructions at Install the Code42 app.

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 of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for support.

Step 4: Update the Code42 app memory settings

  1. Determine how much memory your Code42 app needs:
    Backup selection size 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

    4 TB or 4 millions files 4096

     
  2. Use the keyboard shortcut for your operating system:
    • Mac: Option+Command+C
    • Windows and Linux: Ctrl+Shift+C
    The command-line area opens.
  3. Enter the command:
    java mx nnnn,restart
    where nnnn is the number for the new memory setting.

    Command Line Memory Setting

  4. Press Enter.
    The Code42 app closes. The Code42 service stops. Then the Code42 service restarts.
  5. Open the Code42 app.
  6. If the Code42 app opens successfully, continue to Step 5.
  7. If the Code42 app does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for support.

Step 5: Reconnect your backup

If the Code42 app opened successfully, reconnect your newly installed Code42 app to the backup archives created by the old app, before the symptoms occurred.

Follow the instructions at Replace your device.

Solution for a Windows 32-bit Code42 app running on a 64-bit system 

If you have a 64-bit Windows operating system, you must ensure that your Code42 app is also a 64-bit version.

Step 1: Determine your configuration

Determine if you have a 32- or 64-bit operating system

  1. Open the Windows Start menu.
  2. Select Settings > System > About.
  3. Note the System type. It indicates if you are running a 32-bit or 64-bit operating system.

Determine if you are running a 32-bit version of the Code42 app  

Follow the applicable set of steps below for your install type (default or per user).

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.
    • If Program Files (x86)/CrashPlan does exist, you have a 32-bit Code42 app running on a 64-bit operating system. Proceed to Step 2.
  5. In the list at right, look for the folder Program Files/CrashPlan.
Code42 app installed per user

To 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.
    • If the Compatibility mode is Windows XP, you have a 32-bit Code42 app running on a 64-bit operating system. Proceed to Step 2.
    • If the Compatibility mode is anything other than Windows XP, you have a 64-bit Code42 app running on a 64-bit system. See Solution for any 64-bit system

Step 2: Uninstall the Code42 app

  1. Open the Control Panel and select Uninstall a Program.
  2. Select Code42 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. We recommend coordinating with other users to ensure all users are signed out of their accounts before continuing.

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

Step 3: Download the Code42 app for 64-bit Windows 

Download the Code42 app installer for 64-bit Windows from the Code42 console.

Step 4: Reinstall the Code42 app

  1. Double-click the EXE file that you downloaded in Step 3.
  2. Follow the prompts to complete the installation.
  3. Sign in with your account information.

See Install the Code42 app app for additional installation information.

Step 5: Test the results

  1. Verify that backup is running.
    If the Code42 appis starting for the first time, start a backup.
  2. Allow the Code42 app to run for 24 hours.
  3. Watch for the following symptoms. The Code42 app:

    If the Code42 app exhibits any of those symptoms, see Solution for any 64-bit system to continue troubleshooting.