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Code42 Support

CrashPlan does not run on 64-bit 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 additional 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 64-bit system to resume successful backups.

Affects

  • 64-bit CrashPlan app version 5.0.x running on 64-bit Windows
  • CrashPlan app 5.x running on OS X
  • CrashPlan app 5.x running on Linux

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

Recommended solution for 64-bit systems

If your operating system is 64-bit Windows, OS X, or Linux, follow the instructions below to resolve the issue.

Step 1: Completely uninstall the CrashPlan app

Windows (64-bit)

  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.

OS X

  1. Open the Finder.
  2. Press Command+Shift+G.
    A dialog box appears: Go to the folder.
  3. Paste this text into the dialog box:
    • Installed for everyone: /Library/Application Support/CrashPlan/Uninstall.app
    • Installed per user: ~/Library/Application Support/CrashPlan/Uninstall.app
  4. Click Go.
  5. Double-click Uninstall.
  6. Follow the prompts to complete the uninstallation process.
  1. Delete the following directory from your device:
    • Installed for all users: /Library/Application Support/CrashPlan
    • Installed per user: ~/Library/Application Support/CrashPlan

Linux

  1. Download CrashPlan.
  2. Uncompress the TGZ file in Downloads.
  3. Open Terminal and enter: cd ~/Downloads/CrashPlan-install
  4. Press Enter.
  5. Then enter: sudo ./uninstall.sh -i /usr/local/crashplan
  6. Press Enter.
  7. At the prompt, type YES to uninstall and press Enter.
  1. Delete the following directory from your device: /var/lib/crashplan

Step 2: Reinstall the CrashPlan app

Follow the instructions at Installing The Code42 CrashPlan App

Step 3: Open the CrashPlan app

  1. If the CrashPlan app opens, continue to Step 4 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 after following Steps 1 and 2, then contact our Customer Champions for further assistance.

Step 4: Update the CrashPlan memory settings

  1. Determine how much memory your CrashPlan app needs:
Backup Selection Size Recommended Memory Setting (MB)
1.5 TB or 1.5 million files 1536
2 TB or 2 million files 2048
2.5 TB or 2.5 million files 2560
3 TB or 3 million files

3072

  1. 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.
  2. Enter the command:
    java mx nnnn,restart
    where nnnn is the number for the new memory setting.

Command Line Memory Setting

  1. Press Enter.
    The CrashPlan app closes. The CrashPlan service stops. Then the CrashPlan service restarts.
  2. Open the CrashPlan app.
  3. If the CrashPlan app opens successfully, continue to Step 5.
  4. If the CrashPlan app does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for further assistance.

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.