Who is this article for?
Incydr Professional and Enterprise, no.
Incydr Basic and Advanced, no.
CrashPlan Cloud, no.
Other product plans, yes.
CrashPlan for Small Business, yes.
Occasionally you may experience the inability to restore files, or you may experience issues restoring particular files. This troubleshooting guide can direct you to solutions for these issues.
Unable to start restore
If you are unable to start a restore from the CrashPlan app, there are several possible causes. See the details below for the specific error reported by the CrashPlan app.
Unable to restore because destination is unavailable
There are a number of different reasons why the Destination Unavailable message appears in CrashPlan:
- Backup location is not accessible
- Archive maintenance is in process
- Disk quota reached
Refer to our destination unavailable troubleshooting guide to diagnose and resolve this issue.
Unable to restore until we have synchronized with destination
Synchronization is a routine process that the CrashPlan app uses to compare the files selected for backup against the files that have actually been backed up. While this process shouldn't take very long, you can view the status information about synchronization from the Backup tab.
During this process you can restore files backed up to a cloud destination, such as CrashPlan Central, from the CrashPlan web app.
Unable to restore because destination is offline
If you receive a message that the destination is offline when trying to restore from a cloud destination, such as CrashPlan Central, you may be experiencing a network disruption or slowdown of service. Contact your CrashPlan administrator for further assistance
If your network connection is interrupted during a restore, CrashPlan automatically pauses the restore process. The restore will resume when the network connection becomes available again. However, in some cases, the restore remains in "Pending" status.
See our troubleshooting article to resolve this issue.
Unable to restore specific files
If you are able to restore, but are unable to restore certain files, see our troubleshooting guide for Unable To Restore Specific Files.
Unable to open restored files on Mac
If you are able to restore files to a Mac, but are unable to open the files, it means that you don't have the permissions needed to access the files. When this issue occurs, a red circle displays on the restored folders or files. See our troubleshooting article on correcting this issue.
Still having trouble?
If the above troubleshooting suggestions do not help you resolve the issue, please contact our Customer Champion team for further assistance.