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Code42 Support

CrashPlan does not run on 32-bit Windows system

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

In many cases, the CrashPlan app's default memory setting supports backing up as much as 1 TB (1,024 GB) of data or as many as 1 million files. However, you may need to assign less system memory if the CrashPlan app:

Code42 CrashPlan cannot connect to its background service error

This article describes how to diagnose and fix the problem on a 32-bit Windows operating system to resume successful backups.

Affects

CrashPlan app versions 4.7.x through 5.0.x running on 32-bit Windows systems.

If your CrashPlan app and operating system do not match one of the above, or if you are unsure, see CrashPlan Does Not Run.

Recommended solution for 32-bit Windows systems

If your Windows operating system is 32-bit, follow the instructions below to resolve the issue.

Step 1: Completely uninstall the CrashPlan app

  1. Open the Control Panel and select Uninstall a Program.
  2. Select CrashPlan and choose Uninstall.

You may be prompted that another user on the device is signed in. If another user is signed in, it may prevent the CrashPlan app from uninstalling completely. We recommend coordinating with other users to ensure all users are signed out of their accounts before continuing.

Uninstall fails
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.
  1. Delete the following directory from your device:
    • If installed for everyone: C:\ProgramData\CrashPlan
    • If installed per user: C:\Users\<username>\AppData\<Local or Roaming>\CrashPlan

Depending on your network environment, user profiles can be either Local or Roaming.

Step 2: Download CrashPlan for 32-bit Windows

Code42 server version 5.0.x to 5.2.x: Ask your system administrator for guidelines on installing the CrashPlan app.

Code42 server version 5.3.x and later: Download the CrashPlan installer for 32-bit Windows from the administration console.

Step 3: Reinstall the CrashPlan app

  1. Double-click the CrashPlan EXE file that you downloaded in Step 2.
  2. Follow the prompts to complete the installation.
  3. Once the installation is complete, choose Existing Account on the sign-in screen and enter your CrashPlan account information.

See Installing The Code42 CrashPlan App for more installation information.

Step 4: Open the CrashPlan app

  1. If the CrashPlan app opens, continue to Step 5 to update memory settings in the CrashPlan app.
  2. If the CrashPlan app does not open, or if any of the above-described symptoms reoccurs, then follow the Alternative Solution below.

Step 5: Update the CrashPlan app memory settings

Configure CrashPlan to use 512 MB of memory:

  1. Press the keys Ctrl+Shift+C.
    The CrashPlan command-line area opens.
  2. Enter the command:
    java mx 512,restart

    Update memory settings in command line
  3. Press Enter.
    The CrashPlan app closes. The CrashPlan service stops, then restarts.
  4. Open the CrashPlan app.
  5. If the CrashPlan app opens successfully, continue to Step 6.
  6. If the CrashPlan app does not open, or if any of the above-described symptoms reoccurs, then follow the Alternative Solution, below.

Step 6: Replace device to reconnect your backup

If the CrashPlan app opened successfully, you must now reconnect your newly installed CrashPlan app to the backup archives created by the old app, before the symptoms occurred.

Follow the instructions at Replacing Your Device.

Step 7: Verify the solution

To verify that the CrashPlan app applied the new memory settings and that the problem is now resolved:

  1. Restart your computer.
  2. Open the CrashPlan app.
  3. Double-click the CrashPlan logo in the upper-right.
    The CrashPlan command-line area opens.
  4. Enter this command to display CrashPlan's memory setting:
    java mx
  5. Press Enter.
    The area below the command line shows CrashPlan's current memory setting. It should read:
java mx
512M
  1. Contact our Customer Champions for Code42 for Enterprise support for further assistance if:

  • The current memory setting is anything other than 512M.
  • The original symptoms reappear.

Alternative solution

If the CrashPlan app will not open or will not display the command line, change the app's memory setting by following the instructions below.

Step 1: Stop the CrashPlan service

CrashPlan installed for all users (the default)

  1. Open Windows Services:
    • Windows 7 and 10: Click Start and enter services.msc.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager and select the Services tab.
  2. Right-click Code42 CrashPlan Backup Service and click Stop, Start, or Restart, as appropriate.

CrashPlan installed per user

  1. Open Windows Task Manager:
    • Windows 7 and 10: Click Start and enter Task Manager.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager.
  2. Click Processes.
  3. Choose the Code42 CrashPlan Backup Service.
  4. Select End Task.

Step 2: Edit the CrashPlan initialization file

  1. Find the file \CrashPlan\CrashPlanService.ini
  2. Create a copy of CrashPlanService.ini.
    The copy is for safe keeping. We recommend saving the copy to a directory you own, Desktop for example.
  3. Give yourself permission to write to the original file:
    1. Right-click on the file name.
    2. Select Properties > Security > Edit...
    3. Select Users.
    4. Check Full control...Allow.
    5. Click Apply, OK, OK.
  4. Open and edit CrashPlanService.ini
    Plain Text Editors 
    Use a plain text editor, such as Vi, VIM, emacs, Text Wrangler, Notepad++, TextMate, etc., to make these changes.
    Word processors, such as Wordpad, Word, Pages, or OpenOffice Writer, can add formatting characters to plain text files and should be avoided.
  5. Locate the string -Xmx1024M.
  6. Change that string to -Xmx512M.
  7. Save and exit.

Step 3: Start the CrashPlan service

CrashPlan installed for all users (the default)

  1. Open Windows Services:
    • Windows 7 and 10: Click Start and enter services.msc.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager and select the Services tab.
  2. Right-click Code42 CrashPlan Backup Service and click Stop, Start, or Restart, as appropriate.

CrashPlan installed per user

  1. Open Windows Task Manager:
    • Windows 7 and 10: Click Start and enter Task Manager.
    • Windows 8: Press Ctrl+Shift+Esc to open the Task Manager.
  2. Click File.
  3. Select Run New Task.
  4. Paste the following into the Open dialog, or Browse to this location, replacing <username> with your Windows user name:
    C:\Users\<username>\AppData\Local\Programs\CrashPlan\CrashPlanService.vbs
  5. Click Ok.

Step 4: Open the CrashPlan app

Open the CrashPlan app by clicking on the CrashPlan icon.

If the app does not open, shut down instances of the app that have previously started but failed to run:

  1. Press Control-Alt-Delete to open the Windows Task Manager.
  2. In the Processes tab, select CrashPlanDesktop.exe.
  3. Select End Process.

Step 5: Reconnect your backup

If the CrashPlan app opened successfully, reconnect your newly installed CrashPlan app to the backup archives created by the old app, before the symptoms occurred.

Follow the instructions at Replacing Your Device.

Step 6: Verify the solution

  1. Restart your computer.
  2. Open the CrashPlan app.
  3. Double-click the CrashPlan logo in the upper-right.
    The CrashPlan command-line area opens.
  4. Enter this command to display CrashPlan's memory setting:
    java mx
  5. Press Enter.
    The area below the command line show show CrashPlan's current memory setting. It should read:
java mx
512M
  1. Contact our Customer Champions for Code42 for Enterprise support for further assistance if:

  • The current memory setting is anything other than 512M.
  • The original symptoms reappear.