Skip to main content

This article applies to Code42 for Enterprise version 5.

Other available versions:

Version 6 | Version 4icon.qnmark.png

Code42 Support

Cannot connect to background service

This article applies to Code42 for Enterprise version 5.

Other available versions:

Version 6 | Version 4icon.qnmark.png

Overview

If you attempt to start the Code42 CrashPlan app and it displays the message, "Code42 CrashPlan cannot connect to its background service", this article can help troubleshoot the issue. This error usually occurs because the Code42 service is not running.

Under the hood

The CrashPlan app consists of two parts:

  • Graphical user interface that the user interacts with
  • Code42 service that runs in the background

These two pieces communicate over a local network connection that is built into every device. When the CrashPlan app starts, the graphical user interface and the Code42 service attempt to connect to each other. If they can't connect, the graphical user interface displays an error message.

Code42 CrashPlan cannot connect to its background service error

Recommended solutions (all operating systems)

The recommendations below apply to all operating systems. These are the resolutions that most often resolve the issue. If these solutions don't resolve the issue, review additional recommendations below.

Restart the Code42 service

The first thing to try on all platforms is to restart the Code42 service. If this doesn't resolve the issue, try the recommended solutions below.

Out of memory

If you have a large backup selection (more than 1 TB or 1 million files), you may need to allocate more memory to the CrashPlan app. When CrashPlan runs into this memory limit, the Code42 service is not able to run, resulting in the "Code42 CrashPlan cannot connect to its background service" message. If you have a large file selection backing up, refer to our troubleshooting article on this topic to address the issue.

Remove CrashPlan application files from previous installations 

If the CrashPlan app was previously installed per user, uninstalling and reinstalling for everyone (the default installation) causes an error. To resolve this issue, complete the following steps:

  1. Locate the .ui_info file from the previous per-user installation:
    • Windows Vista, 7, 8, and 10C:\Users\<username>\AppData\<Local or Roaming>\CrashPlan
    • Windows XPC:\Documents and Settings\<username>\Application Data\CrashPlan
    • Mac/Users/<username>/Library/Application Support/CrashPlan
      On Mac, the .ui_info file is hidden by default.  See Lifewire's tutorial to show hidden files to view the .ui_info file. 
  2. Delete the .ui_info file.
    Deleting this file does not harm your CrashPlan backup. It is a file left over from a previous installation and it is no longer necessary.
  3. Restart the CrashPlan notification area or menu bar app:
    • Windows: From the Windows Start menu, select CrashPlan > CrashPlan Tray.
    • Mac: Open the CrashPlan app and select Settings > Launch.

Uninstall and reinstall

If you're still having trouble, the next step is to uninstall and reinstall the CrashPlan app.

Check for port conflicts

If the Code42 service still does not connect, verify that another application is not already using the required ports. While CrashPlan may not require these ports all of the time, the Code42 service still must prepare them for use.

Recommended solutions (Windows)

If you are using a Windows device and the recommended solutions for all platforms didn't resolve the problem, try the following solutions for Windows.

Verify that the Code42 service is enabled

  1. Open the Start menu.
  2. Locate and open the Services program: Type services.msc into the Start menu search bar and click Enter.
  3. Double-click CrashPlan Backup Service.
    The CrashPlan Backup Service Properties window opens.
    Backup Service Properties
  4. Ensure that the Startup Type is set to Automatic.
  5. If the Start service status button is available, click it to start the Code42 service.
  6. Click Apply if you made changes to your settings, then close the window.

Failure after Windows restart

If the message "Code42 CrashPlan cannot connect to its background service" returns after each reboot, this is usually caused by a Windows service causing a loopback conflict with the Code42 service at boot. To resolve this, you can delay CrashPlan's startup:

  1. Open the CrashPlan Backup Service's properties window using the directions above.
  2. In the General tab, change Automatic to Automatic (delayed start).
  3. Click OK.

Recommended solution (Linux)

If your system language is not set to English when the CrashPlan app is installed, the application starts and backs up but fails to open after rebooting the device. To ensure that the CrashPlan app is able to open after rebooting:

  1. Uninstall the CrashPlan app.
  2. Change the Linux system language to English.
    Consult the documentation for your Linux distribution for instructions on changing the system language.
  3. Install the CrashPlan app.
  4. Change the Linux system language back to your language.
    CrashPlan will open normally.

Alternative solution

Manually starting the Code42 service after restarting your device will allow you to open the CrashPlan app.

Starting the Code42 service
Using this method to start the Code42 service will not persist after restarting the device and will have to be reapplied after every restart.