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Code42 Support

Cannot connect to background service

Available in:

StandardPremiumEnterprise
Small Business
Applies to:

Overview

If you attempt to start the Code42 app and it displays the message, "Code42 CrashPlan cannot connect to its background service", this article can help troubleshoot the issue. This error usually occurs because the Code42 service is not running.

Under the hood

The Code42 app consists of two parts:

  • Graphical user interface that the user interacts with
  • Code42 service that runs in the background

These two pieces communicate over a local network connection that is built into every device. When the Code42 app starts, the graphical user interface and the Code42 service attempt to connect to each other. If they can't connect, the graphical user interface displays an error message.

Code42 CrashPlan cannot connect to its background service error

Recommended solutions (all operating systems)

The recommendations below apply to all operating systems. These are the resolutions that most often resolve the issue. If these solutions don't resolve the issue, review additional recommendations below.

Restart the Code42 service

The first thing to try on all platforms is to restart the Code42 service. If this doesn't resolve the issue, try the recommended solutions below.

Out of memory

If you have a large backup selection (more than 1 TB or 1 million files), you may need to allocate more memory to the Code42 app. When the Code42 app runs into this memory limit, the Code42 service is not able to run, resulting in the "Code42 CrashPlan cannot connect to its background service" message. If you have a large file selection backing up, refer to our troubleshooting article on this topic to address the issue.

Uninstall and reinstall

If you're still having trouble, the next step is to uninstall and reinstall the Code42 app.

Check for port conflicts

If the Code42 service still does not connect, verify that another application is not already using the required ports. While these ports may not be required all of the time, the Code42 service still must prepare them for use.

Recommended solutions (Windows)

If you are using a Windows device and the recommended solutions for all platforms didn't resolve the problem, try the following solutions for Windows.

Verify that the Code42 service is enabled

  1. Open the Start menu.
  2. Locate and open the Services program: Type services.msc into the Start menu search bar and click Enter.
  3. Double-click Code42 CrashPlan Backup Service.
    The {{cp}_l} Backup Service Properties window opens.
  4. Ensure that the Startup Type is set to Automatic.
  5. If the Start service status button is available, click it to start the Code42 service.
  6. Click Apply if you made changes to your settings, then close the window.

Failure after restarting Windows

If the message "Code42 CrashPlan cannot connect to its background service" returns after each reboot, this is usually caused by a Windows service causing a loopback conflict with the Code42 service at boot. To resolve this, you can delay CrashPlan's startup:

  1. Open the Code42 CrashPlan Backup Service's properties window using the directions above.
  2. In the General tab, change Automatic to Automatic (delayed start).
  3. Click OK.

Recommended solution (Linux)

If your system language is not set to English when the Code42 app is installed, the application starts and backs up but fails to open after rebooting the device. To ensure that the Code42 app is able to open after rebooting:

  1. Uninstall the Code42 app.
  2. Change the Linux system language to English.
    Consult the documentation for your Linux distribution for instructions on changing the system language.
  3. Install the Code42 app.
  4. Change the Linux system language back to your language.
    The Code42 app will open normally.

Alternative solution

Manually starting the Code42 service after restarting your device will allow you to open the Code42 app.

Starting the Code42 service
Using this method to start the Code42 service will not persist after restarting the device and will have to be reapplied after every restart.