When a destination is unavailable, the CrashPlan app displays one of the causes listed below:
- Archive missing
- Backup schedule
- Under maintenance
- Not recognized
Review the troubleshooting information below for the message you received.
If an external drive destination is unavailable, the CrashPlan app displays the message "Archive missing - Backup location is not accessible." This error typically appears because the drive name or letter may have changed. See the common cause and solution below for your operating system.
By default, Windows does not assign a static drive letter to external drives. For instance, if a drive named D:\ is ejected from the device and then reconnected, it may be assigned a different drive letter. If the drive letter changes, CrashPlan won't recognize the drive because it's still looking for the old drive letter.
To determine if the drive letter changed:
- Open the CrashPlan.
- Go to device preferences:
- Windows: Select View > Options
- OS X: Select CrashPlan > Device Preferences
- From the list of existing destinations, select the local destination.
- Note the letter CrashPlan expects for your external drive.
- Open a file browser.
- Click Computers in the left panel.
- Compare the letter currently assigned to your drive with the letter CrashPlan has associated with the drive.
If the letters are different, assign the drive a static drive letter using the original drive letter to correct the issue.
If an external drive stops backing up on OS X, it is likely because the drive didn't cleanly unmount (for example, after a power outage, or disconnection without ejection). When this happens, the drive can leave behind a "ghost" folder in /Volumes, even though the drive is no longer mounted. When the drive re-mounts, your device detects that the folder name for the drive is taken, and consequently appends a “1” to the drive name. However, CrashPlan looks for the folder with the original name, which is no longer connected. Use our troubleshooting guide to diagnose and correct the issue.
The "Backup Scheduled - Backup scheduled to begin at X" message displays when the CrashPlan app is set to run between certain hours and it is outside that time period. To adjust the times that CrashPlan is able to run:
- Open the CrashPlan app.
- Select Details.
- Click the backup set settings button.
- Next to Backup Schedule, select Change.
- Adjust your backup schedule as needed.
These steps assume you have permission to change your backup schedule. Your administrator may prevent editing of this setting.
If you see the message, "Routine maintenance - Backup will resume automatically when maintenance completes", the destination is currently performing archive maintenance. Archive maintenance is a normal part of CrashPlan's operation. Backup will resume and the message will disappear once the maintenance process completes.
The "Not recognized - The destination does not recognize this device" message appears when a destination cannot successfully communicate with the CrashPlan app.
To reauthorize with your destination:
- Open the CrashPlan app.
- If necessary, sign in.
- Open Code42 CrashPlan Commands by entering the keyboard shortcut for your operating system:
- Windows: Enter Ctrl+shift+C
- OS X: Enter Option+Command+C
- Enter this command:
You are signed out of the CrashPlan app.
- Sign in again to the CrashPlan app.
Contact your administrator if you are still unable to back up to the destination after reauthorizing.
Code42 for Enterprise administrators can also deauthorize devices from the administration console. The user must still sign in to the CrashPlan app to reauthorize.