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Code42 Support

32-bit CrashPlan does not run on 64-bit Windows system

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

If you experience one of the following issues, your CrashPlan app version may not match your operating system. The CrashPlan app:

Code42 CrashPlan cannot connect to its background service error

To diagnose and resolve the issue, identify your Windows operating system and, if appropriate, reinstall the CrashPlan app according to the instructions below.

Affects

  • 32-bit CrashPlan app running on 64-bit Windows

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

Recommended solution

If your Windows version is 64-bit, ensure that your CrashPlan app is also a 64-bit version:

Step 1: 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.

Step 2: Download CrashPlan for 64-bit Windows

Code42 server version 5.0.x - 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 64-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. Enter your CrashPlan account information and sign in.

See Installing The Code42 CrashPlan App for additional installation information.

Step 4: Test the results

  1. Verify that backup is running.
    If the CrashPlan app is starting for the first time, start a backup.
  2. Allow CrashPlan to run for 24 hours.
  3. Watch for the following symptoms. The CrashPlan app:
  1. If the CrashPlan app exhibits any of those symptoms, see CrashPlan Does Not Run On 64-Bit Windows System to continue troubleshooting