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Who is this article for?
Find your product plan in the Code42 console on the Account menu.

Incydr Professional, Enterprise, and Gov F2
Incydr Basic, Advanced, and Gov F1
Other product plans

Incydr Professional and Enterprise, no.

Incydr Basic and Advanced, no.

CrashPlan Cloud, no.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to app version 4.


Note: This app version is no longer supported.


Other available versions:

Versions 6, 7, and 8 | Version 5

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Forgot your archive key password or custom encryption key?

Who is this article for?
Find your product plan in the Code42 console on the Account menu.

Incydr Professional, Enterprise, and Gov F2
Incydr Basic, Advanced, and Gov F1
Other product plans

Incydr Professional and Enterprise, no.

Incydr Basic and Advanced, no.

CrashPlan Cloud, no.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to app version 4.


Note: This app version is no longer supported.


Other available versions:

Versions 6, 7, and 8 | Version 5

Overview

If you use one of our enhanced security methods (archive key password or custom key) and you lose or forget your password or key, this article describes your options for recovering from the issue.

Affects

CrashPlan accounts that use a type of upgraded archive encryption security (archive key password or custom key)

Considerations

  • This article assumes you are familiar with the concept of archive encryption key security.
  • Using an archive key password or custom encryption key to secure your backup is optional. These security options are different than the account password you use to access the CrashPlan app and CrashPlan web app.
  • Code42 Customer Champions have no way to recover an archive key password or custom encryption key for you.
  • Your archive encryption key security policy applies to all of the computers on your CrashPlan account.

Recover from a lost archive key password

If you are using an archive key password with the archive question option enabled, you can reset your password.

If you forget or misplace your archive key password or you don't have an archive question enabled, the files backed up under your account cannot be restored. You must start over with a new account, which means you must start your backup over.

Recover from a lost custom key

If you forget or lose your custom encryption key, the files backed up under your account cannot be restored. You must start over with a new account, which means you must start your backup over.

Start over with a new account

You will not be able to restore the files backed up under your account if:

  • You forget or misplace your custom encryption key
  • You forget your archive key password and don't have an archive question enabled
  • You have an archive question enabled and you cannot answer it correctly

In these cases, you must start over with a new account, which means you must start your backup over. Contact your CrashPlan administrator for advice.