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History log shows network disconnected

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

CrashPlan relies on a constant connection to its destination. Occasionally, this connection drops and CrashPlan stops backing up. When the connection drops, CrashPlan automatically attempts to reconnect. If you experience frequent disruptions, review this troubleshooting article for recommended solutions.

Diagnosing

When looking through your own history logs you may see frequent disconnection notices, which look like this:

I 06/03/13 10:30AM [Default] Stopped backup to CrashPlan Central in 7.5 hours
I 06/03/13 10:30AM  - Reason for stopping backup: The backup destination was disconnected

CrashPlan disconnects from the destination when the computer:

  • Goes to sleep
  • Shuts down
  • Drops Internet connection

Recommended solution

Power settings

CrashPlan cannot run if your computer is asleep. If you are using a laptop and you close the lid, the computer might go to sleep as well.

If you notice that your backups disconnect soon after you stop using your computer, check the power settings. Additionally, if you are completing your initial backup, consider optimizing you computer energy settings until the backup completes.

Wireless connection issues

If your computer is using a wireless network connection, fluctuating signal strength might cause your Internet connection to drop. When on a laptop, CrashPlan disconnects from its destination if you walk out of range of the wireless signal. For better connectivity, consider using a wired connection.

Expected behavior

To some extent, network disconnection is normal and expected behavior. There's a lot of Internet between your computer and CrashPlan Central, and some network interruptions may be out of your control or ours.

If you were on a week-long phone call, you might expect the call to drop a few times, but you would just call the other party back. Similarly, if a connection is interrupted, CrashPlan automatically attempts to reconnect until it can get through.

Frequent disconnects on OS X Mountain Lion (version 10.8)

We have seen some reports of Macs that were upgraded to OS X Mountain Lion (as opposed to a fresh install of OS X Mountain Lion) dropping network connections frequently. This happens when the screen saver starts, the display sleeps, or the computer comes out of sleep.

If you are running Mac OS X Mountain Lion and experience frequent network disconnections, here are some steps that may help:

  1. Open Keychain Access (Applications > Utilities > Keychain Access)
  2. Locate saved Wi-Fi passwords from the list
    You can sort the list of passwords by Name or Kind
  3. Press the delete key on your keyboard to delete Wi-Fi passwords
    From the message that displays, confirm you are deleting the correct password and click Delete
  4. Close the Keychain Access window
  5. Open System Preferences > Network
  6. Click Wi-Fi to open your network preferences
  7. Click the Advanced button
  8. Remove your Wi-Fi connection from the Preferred Networks list by clicking on the network name, and then clicking the (-) button
  9. Disconnect/reconnect from your Wi-Fi network