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This article applies to version 6.

Other available versions:

Version 5 | Version 4icon.qnmark.png

Available in:

StandardPremiumEnterprise
Small Business
Code42 Support

Code42 app does not run on 64-bit system

This article applies to version 6.

Other available versions:

Version 5 | Version 4icon.qnmark.png

Available in:

StandardPremiumEnterprise
Small Business

Overview

In many cases, the Code42 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 Code42 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

Version 6.x Code42 apps

Recommended solution for 64-bit systems

Step 1: Completely uninstall the Code42 app

Windows

  1. Open the Control Panel and select Uninstall a Program.
  2. Select Code42 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 Code42 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.

3. Delete the following directory from your device:

  • Installed for all users: C:\ProgramData\CrashPlan
  • Installed per user: C:\Users\<username>\AppData\<Local or Roaming>\CrashPlan

Mac

  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 Code42 app

Follow the instructions at Install the Code42 app.

Step 3: Open the Code42 app

  1. If the Code42 app opens, continue to Step 4 to update memory settings in the Code42 app.
  2. If the Code42 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 Code42 for Enterprise support or CrashPlan for Small Business support.

Step 4: Update the Code42 app memory settings

  1. Determine how much memory your Code42 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
    • Mac: Option+Command+C
    • Linux: Ctrl+Shift+C
      The 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 Code42 app closes. The Code42 service stops. Then the Code42 service restarts.
  2. Open the Code42 app.
  3. If the Code42 app opens successfully, continue to Step 5.
  4. If the Code42 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 Code42 for Enterprise support or CrashPlan for Small Business support.

Step 5: Reconnect your backup

If the Code42 app opened successfully, reconnect your newly installed Code42 app to the backup archives created by the old app, before the symptoms occurred.

Follow the instructions at Replace your device.