32-bit Code42 app does not run on 64-bit Windows system
Who is this article for?
Incydr, yes.
CrashPlan for Enterprise, yes.
Code42 for Enterprise, yes.
CrashPlan for Small Business, no.
Overview
If you experience one of the following issues, your Code42 app version may not match your operating system. The Code42 app:
- Does not open when launched
- Opens, but displays the message: Cannot connect to background service
- Closes abruptly while backing up files
To diagnose and resolve the issue, identify your Windows operating system and, if appropriate, reinstall the Code42 app according to the instructions below.
Affects
- 32-bit Code42 app running on 64-bit Windows
If your Code42 app and operating system do not match the above, or if you are unsure, see Code42 app does not run.
Recommended solution
If your Windows version is 64-bit, ensure that your Code42 app is also a 64-bit version:
Step 1: Uninstall the Code42 app
- Open the Control Panel and select Uninstall a Program.
- Select Code42 (version 8.2 and later) or Code42 CrashPlan (version 8.0 and earlier) 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 Code42 app from uninstalling completely. We recommend coordinating with other users to ensure all users are signed out of their accounts before continuing.
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.
Step 2: Download the Code42 app for 64-bit Windows
Download the Code42 app installer for 64-bit Windows from the Code42 console.
Step 3: Reinstall the Code42 app
- Double-click the EXE file that you downloaded in Step 2.
- Follow the prompts to complete the installation.
- Sign in with your account information.
See Install the Code42 app for additional installation information.
Step 4: Test the results
- Verify that backup is running.
If the Code42 app is starting for the first time, start a backup. - Allow the Code42 app to run for 24 hours.
- Watch for the following symptoms. The Code42 app:
- Does not open when launched
- Opens, but displays the message: Cannot connect to background service
- Closes abruptly while backing up files
- If the Code42 app exhibits any of those symptoms, see Code42 app does not run on 64-bit Windows system to continue troubleshooting