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Who is this article for?

Code42 for EnterpriseSee product plans and features
CrashPlan for Small Business 

CrashPlan for Small Business, yes.

Code42 for Enterprise, yes.

Link: Product plans and features.

This article applies to version 4.

Code42 Support

Troubleshoot upgrades to CrashPlan app version 4.4.1

Who is this article for?

Code42 for EnterpriseSee product plans and features
CrashPlan for Small Business 

CrashPlan for Small Business, yes.

Code42 for Enterprise, yes.

Link: Product plans and features.

This article applies to version 4.

Overview

Several updates to the Code42 cloud in September and October 2015 have introduced issues for a small number of users. Some problems are related to the release of CrashPlan app version 4.4.1, but others are not. Most issues can be solved by simply uninstalling and reinstalling the CrashPlan app.

If you are experiencing issues with your CrashPlan app, see below for solutions to some of the most common problems experienced by users after upgrading to version 4.4.1.

Specific troubleshooting articles

There is a known issue in version 4.4.1 of the CrashPlan app that can prevent restores on Windows devices. This article provides temporary solutions for restoring files until a fix is available.

If the correct version of Java does not exist on your device, the CrashPlan app for Linux may not back up and may also cause the CrashPlan app to repeatedly try to upgrade. This article explains how to install the correct version of Java.

If the correct version of Java does not exist on your device, the CrashPlan app for Windows may display the message "Failed to load Java VM library (errno=193)." This article explains how to install the correct version of Java.

If the CrashPlan app was previously installed per user and then uninstalled and reinstalled for everyone (the default installation), selecting the CrashPlan icon in tray area (Windows) or menu bar (OS X) displays the message "Unable to connect to backup engine." This article describes how to restore functionality to the CrashPlan tray / menu bar app.