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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, yes.

This article applies to app version 4.


Note: This app version is no longer supported.


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Known conflict between the CrashPlan app and Juniper Network Connect on Windows

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, yes.

This article applies to app version 4.


Note: This app version is no longer supported.


Overview

There is a known conflict between the CrashPlan app and Juniper Networks’ application Network Connect. Network Connect is used for VPN (virtual private network) access, usually to connect to a corporate network.

Affects

Windows computers with Juniper Networks’ application Network Connect installed, running CrashPlan app version 4.2 and earlier. This issue is resolved in CrashPlan app version 4.3 and later.

Diagnosing

When the CrashPlan app and Juniper Network Connect are both installed, you may experience the following symptoms:

  • You are unable to open the CrashPlan app
  • The CrashPlan service stops periodically

To determine if the conflict is caused by Juniper Network Connect, you can either identify the process running on the port, or temporarily disable the Juniper Network Connect service using the steps below:

  1. Open Windows Services
    • Windows 7 / Windows Vista: 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 the Juniper Network Connect service (dsNcService.exe) and click Stop to stop the service
  3. From the same Windows Services app, select CrashPlan Backup Service and click Start the service
  4. Open the CrashPlan app and determine if it now works as expected

If you are able to start the CrashPlan service, and the CrashPlan app works as expected after disabling Juniper Network Connect, you have identified the source of the conflict. You can resolve the conflict using the solution below.

If you are still unable to start the CrashPlan app, click Start the service for Juniper Network Connect. Then, contact our Customer Champions for Code42 for Enterprise support.

Recommended solution

Step 1: Update the listen port used by the CrashPlan app

  1. If you have not already done so, temporarily disable the Juniper Network Connect service using the steps above.
  2. Open the CrashPlan app and go to Settings > General
  3. From Inbound backups from other computers, click Configure or Enable to change your inbound backup port settings
    (Code42 for Enterprise only) If you are unable to enable inbound backup, contact your Code42 for Enterprise administrator
  4. Change the Listen port to a different, unused port, such as 4245
  5. Click Ok

Step 2: Restart the Juniper network connect service

  1. Open Windows Services
    • Windows 7 / Windows Vista: 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 the Juniper Network Connect service and click Start the service

Under the hood

The CrashPlan app uses TCP ports for both internal communication and external communication. Specifically, port 4242 is used by default for inbound backup from other systems and port 4243 is used for communication with the CrashPlan service. If either of these ports are in use when the CrashPlan service attempts to listen on them, the CrashPlan service stops. The conflict between the CrashPlan app and Juniper Network Connect is caused by a conflict on port 4242.

In version 4.3 and later of the CrashPlan app, if ports 4242 or 4243 are in use then CrashPlan automatically maps to the next available ports.