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Code42 Support

CrashPlan does not run on 32-bit Windows system

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

In many cases, the CrashPlan 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 less system memory if the CrashPlan 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 32-bit Windows operating system to resume successful backups.

Affects

  • CrashPlan app versions 5.3 and later running on 32-bit Windows systems.
  • CrashPlan app versions 4.7 and later running on 32-bit Windows systems.

If your CrashPlan app and operating system do not match one of the above, or if you are unsure, see CrashPlan Does Not Run.

Recommended solution for 32-bit Windows systems

If your Windows operating system is 32-bit, follow the instructions below to resolve the issue.

Technical details

You should not allocate more memory to CrashPlan than the maximum supported by your computer. For example, if your computer has 8 GB of RAM, you shouldn’t allocate more than 8 GB (8192 MB) to CrashPlan.

Windows XP and Windows 32-bit operating systems
If you are running the CrashPlan app on Windows XP or Windows 32-bit operating systems, we recommend limiting the amount of memory allocated to the CrashPlan app:
  • Windows XP: If you experience issues when trying to open or use the CrashPlan app, reduce memory allocation to 768 MB or 512 MB.
  • Windows 32-bit: On computers running a 32-bit Windows operating system, programs are limited to a maximum of 2 GB of RAM. After accounting for other resources required by your system, this limits CrashPlan's maximum memory allocation to approximately 1200-1500 MB. If you are running a 32-bit operating system, we recommend allocating a maximum of 1536 MB of memory to CrashPlan. Alternatively, you can remove files from your backup selection to reduce the size of your backup archive.

Step 1: Completely 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 PRO 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.
  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

Step 2: Download CrashPlan for 32-bit Windows

Download the CrashPlan installer for 32-bit Windows from one of the links below.

Download CrashPlan for 32-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 and enter your CrashPlan account information.

See Installing The CrashPlan app for additional installation information.

Step 4: Open the CrashPlan app

  1. If the CrashPlan app opens, continue to Step 5 to update memory settings in the CrashPlan app.
  2. If the CrashPlan app does not open, or if any one of the above-described symptoms reoccurs, then follow the Alternative Solution, below.

Step 5: Update CrashPlan app memory settings

Next, configure CrashPlan to use 512 MB of memory:

  1. Double-click the CrashPlan logo in the upper-right corner of the CrashPlan app.
    The CrashPlan command-line area opens.
  2. Enter the command:
    java mx 512,restart

    Update memory settings in command line
  3. Press Enter.
    The CrashPlan app closes. The CrashPlan service stops, then restarts.
  4. Open the CrashPlan app.
  5. If the CrashPlan app opens successfully, continue to Step 6.
  6. If the CrashPlan app does not open, or if any one of the above-described symptoms reoccurs, then follow the Alternative Solution, below.

Step 6: Reconnect your backup with adoption

If the CrashPlan app opened successfully, you must now reconnect your CrashPlan 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.

Step 7: Verify solution

To verify that the CrashPlan app applied the new memory settings and that the problem is now resolved:

  1. Restart your computer.
  2. Open the CrashPlan app.
  3. Double-click the CrashPlan logo in the upper-right.
    The CrashPlan command-line area opens.
  4. Enter this command to display CrashPlan's memory setting:
    java mx
  5. Press Enter.
    The area below the command line show show CrashPlan's current memory setting. It should read:
java mx
512M
  1. Contact our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support if:

  • The current memory setting is anything other than 512M.
  • The original symptoms reappear.

Alternative solution

If the CrashPlan app will not open or will not display the command line, change the app's memory setting by following the instructions below.

Step 1: Stop the CrashPlan service

CrashPlan installed for all users (the default)

  1. Open Windows Services:
    • Windows Vista / 7 / 10: Click Start and enter services.msc.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager and select the Services tab.
    • Windows XP: Click Start, select Run, enter services.msc, and press Enter.
  2. Right-click CrashPlan Backup Service and click Stop, Start, or Restart, as appropriate.

CrashPlan installed per user

  1. Open Windows Task Manager
    • Windows Vista / 7 / 10: Click Start and enter Task Manager.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager.
    • Windows XP: Click Start, select Run, enter taskmgr, and press Enter.
  2. Click Processes.
  3. Right-click the CrashPlan Backup Engine.
    The name of the process varies slightly by product (CrashPlan for Home, CrashPlan PRO, or Code42 for Enterprise).
  4. Select End Task.

Step 2: Edit CrashPlan initialization file

  1. Find the file \CrashPlan\CrashPlanService.ini
  2. Create a copy of CrashPlanService.ini.
    The copy is for safe keeping. We recommend saving the copy to a directory you own, Desktop for example.
  3. Give yourself permission to write to the original file:
    1. Right-click on the file name.
    2. Select Properties > Security > Edit...
    3. Select Users.
    4. Check Full control...Allow.
    5. Click Apply, OK, OK.
  4. Open and edit CrashPlanService.ini
    Plain Text Editors 
    Use a plain text editor, such as Vi, VIM, emacs, Text Wrangler, Notepad++, TextMate, etc., to make these changes.
    Word processors, such as Wordpad, Word, Pages, or OpenOffice Writer, can add formatting characters to plain text files and should be avoided.
  5. Locate the string -Xmx1024M.
  6. Change that string to -Xmx512M.
  7. Save and exit.

Step 3: Start the CrashPlan service

CrashPlan installed for all users (the default)

  1. Open Windows Services:
    • Windows Vista / 7 / 10: Click Start and enter services.msc.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager and select the Services tab.
    • Windows XP: Click Start, select Run, enter services.msc, and press Enter.
  2. Right-click CrashPlan Backup Service and click Stop, Start, or Restart, as appropriate.

CrashPlan installed per user

  1. Open Windows Task Manager:
    • Windows Vista / 7 / 10: Click Start and enter Task Manager.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager.
    • Windows XP: Click Start, select Run, enter taskmgr, and press Enter.
  2. Click File.
  3. Select Run New Task.
  4. Paste the following into the Open dialog, or Browse to this location, replacing <username> with your Windows user name:
    C:\Users\<username>\AppData\Local\Programs\CrashPlan\CrashPlanService.vbs
  5. Click Ok.

Step 4: Open the CrashPlan app

Open the CrashPlan app by clicking on the CrashPlan icon.

If the app does not open, shut down instances of the app that have previously started but failed to run:

  1. Press Control-Alt-Delete to open the Windows Task Manager.
  2. In the Processes tab, select CrashPlanDesktop.exe.
  3. Select End Process.

Step 5: Reconnect your backup with adoption

If the CrashPlan app opened successfully, you must now reconnect your CrashPlan 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.

Step 6: Verify solution

  1. Restart your computer.
  2. Open the CrashPlan app.
  3. Double-click the CrashPlan logo in the upper-right.
    The CrashPlan command-line area opens.
  4. Enter this command to display CrashPlan's memory setting:
    java mx
  5. Press Enter.
    The area below the command line show show CrashPlan's current memory setting. It should read:
java mx
512M
  1. Contact our Customer Champions for Code42 for Enterprise support or CrashPlan PRO support if:

  • The current memory setting is anything other than 512M.
  • The original symptoms reappear.