Antivirus and security software is designed to protect your system against unknown applications and unauthorized Internet activity. If your antivirus or security software doesn’t recognize CrashPlan as an approved application, you may not be able to back up. There are several messages you might experience when there is a conflict:
- “Code42 CrashPlan cannot connect to the its background service.”
- “Cannot connect to destination. If the problem continues, contact your administrator or support for assistance.”
This troubleshooting article recommends solutions for resolving conflicts between the CrashPlan app and anti-virus and security software.
Antivirus and security software known conflicts
The following antivirus and security applications have been known to prevent CrashPlan app connections:
- Intego VirusBarrier
- Intego NetBarrier
- One Periodic Hands Off!
- BeyondTrust PowerBroker (version 6.5)
- Little Snitch
Add an exception to antivirus and security applications
If you are using one of the applications listed above, consult the manufacturer's documentation on how to add an exception for a blocked application, then add an exception for the CrashPlan app that allows for incoming and outgoing communication. See External Resources below for links to instructions for commonly used applications.
CrashPlan requires certain ports in order to function. CrashPlan may not need to use these ports all the time, but it still needs to prepare them for use (open the socket). Some firewall software may require you to enter specific ports when adding an exception for the CrashPlan app. By default, the CrashPlan app reserves ports 4242, 4243, and 4244, but a different port may be assigned if these ports are already in use. See our steps for identifying the ports used by the CrashPlan app on your device.
Upgrading the CrashPlan app to a new version may cause antivirus or security software to see that version as a new application and block its activity. If this occurs, re-add the CrashPlan app as an approved application in your antivirus or security software.
Temporarily uninstall application
If you are using an antivirus or security application not included in the list above, you can determine if it is conflicting with the CrashPlan app by temporarily disabling or removing the application. Once you diagnose the application causing the conflict, consult the manufacturer's documentation on how to add an exception.
- Port Forward: Opening Ports for CrashPlan on the McAfee McAfeeSecurityCenter Firewall
- Avast Support: Configuring the firewall application rules in avast! Internet Security
- Avira Support: Add exceptions for Avira Anitvirus
- AVG Support: Exclude file, folder, or website from AVG scanning
- ESET: Create a firewall rule to allow/disallow use of a certain application in my Windows ESET home product