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

Applies to:
  • CrashPlan for Small Business
  • CrashPlan PROe
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

If you experience one of the following issues, your CrashPlan app version may not match your operating system. The CrashPlan 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 CrashPlan app according to the instructions below.

Affects

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

If your CrashPlan 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 CrashPlan app is also a 64-bit version:

Step 1: Uninstall the CrashPlan 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 (CrashPlan for Small Business or Code42 for Enterprise), 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 CrashPlan 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 using one of the links below.

Download CrashPlan for 64-bit Windows

Step 3: Reinstall the CrashPlan 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 CrashPlan app for additional installation information.

Step 4: Test the results

  1. Verify that backup is running.
    If the CrashPlan 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 CrashPlan 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 CrashPlan app exhibits any of those symptoms, see CrashPlan Does Not Run On 64-Bit System to continue troubleshooting