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.
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:
- Indicates the destination is connected.
- Indicates your device can't connect to the destination.
- Indicates your device has been unable to connect to the destination for more than the number of days set in your alert preferences.
This issue can occur for a number of reasons. Follow the instructions below in the order they are presented.
Re-authenticate with the destination
- Open the CrashPlan app.
- If necessary, sign in to your account.
- 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.
- Enter this command:
- Press Enter.
This closes the CrashPlan app, reauthenticates the CrashPlan app with the Code42 server, and then restarts the Code42 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.
If the previous recommendations did not resolve your issue, please contact your administrator.
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.