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This article applies to Code42 for Enterprise version 4.

Code42 Support

CrashPlan app 3.6.3 unable to connect to backup engine on Mac

This article applies to Code42 for Enterprise version 4.

Overview

There is a known issue in the 3.6.3 version of the CrashPlan app that impacts systems running Mac OS X with case-sensitive file systems. Upon opening the CrashPlan app, the app reports that it is Unable to connect to backup engine.

Affects

Mac OS X with case-sensitive files systems running version 3.6.3 of the CrashPlan app

Recommended solution

To resolve the issue, update the CrashPlan property list file to replace the lowercase "s" in MacOs with a capital "S" using the following steps:

  1. Open Terminal
  2. Stop the CrashPlan service by entering this command:
    sudo launchctl unload /Library/LaunchDaemons/com.crashplan.engine.plist
  3. Open the CrashPlan plist file by entering this command:
    sudo nano /Library/LaunchDaemons/com.crashplan.engine.plist
  4. Enter your password for the computer when prompted
  5. Locate the following string:
    <string>/Applications/CrashPlan.app/Contents/MacOs/CrashPlanService</string>
  6. Update it to:
    <string>/Applications/CrashPlan.app/Contents/MacOS/CrashPlanService</string>
  7. Press Control+X to exit
  8. Press Y to confirm the changes
  9. When you see the prompt File Name to Write, press Enter to save to the existing location
  10. Start the CrashPlan service by typing:
    sudo launchctl load /Library/LaunchDaemons/com.crashplan.engine.plist