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Code42 Support

Cannot connect to destination

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

When your device is unable to connect to a backup destination, the CrashPlan app displays the message “Cannot connect to destination. If the problem continues, contact your administrator or support for assistance” for that destination. Additionally, you might receive an email alert notifying you that the device “has been unable to reach any backup destinations for X Days”.

Follow the instructions in this article to troubleshoot the issue.

Diagnosing

If you have multiple destinations, you can identify the destination with connection problems from device details in the CrashPlan app. Check the circle next to the destination's name:

  • green checkmark Indicates the destination is connected.
  • connecting Indicates your device can't connect to the destination.
  • alert Indicates your device has been unable to connect to the destination for more than the number of days set in your alert preferences.

Recommended solution

This issue can occur for a number of reasons. Follow the instructions below in the order they are presented.

Re-authenticate with the destination

  1. Open the CrashPlan app.
  2. If necessary, sign in to your account.
  3. Use the keyboard shortcut for your operating system:
    • Windows: Ctrl+Shift+C
    • OS X: Option+Command+C
    • Linux: Ctrl+Shift+C
      The CrashPlan command-line area opens.
  4. Enter this command:
    restart
  5. Press Enter.
    This closes the CrashPlan app, reauthenticates the CrashPlan app with the Code42 server, and then restarts the CrashPlan service.

Uninstall and reinstall the CrashPlan app

If re-authenticating with the destination did not resolve the issue, perform a standard uninstall and reinstall of the CrashPlan app. Uninstalling the CrashPlan app does not affect your existing backups.

Further assistance

If the previous recommendations did not resolve your issue, please contact your administrator.

Only backing up an external drive
In rare scenarios, this issue can occur when the only files selected for backup are on an external drive that isn't currently connected to the device. Connect the external drive to resolve the issue.