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:
- Does not open when launched
- Opens, but displays the message: Cannot connect to background service
- Closes abruptly while backing up files
This article describes how to diagnose and fix the problem on a 64-bit system to resume successful backups.
Version 6.x Code42 apps
Recommended solution for 64-bit systems
Step 1: Completely uninstall the Code42 app
- Open the Control Panel and select Uninstall a Program.
- 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.
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
- Open the Finder.
- Press Command+Shift+G.
A dialog box appears: Go to the folder.
- 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
- Click Go.
- Double-click Uninstall.
- Follow the prompts to complete the uninstallation process.
- Delete the following directory from your device:
- Installed for all users: /Library/Application Support/CrashPlan
- Installed per user: ~/Library/Application Support/CrashPlan
- Download CrashPlan.
- Uncompress the TGZ file in Downloads.
- Open Terminal and enter: cd ~/Downloads/CrashPlan-install
- Press Enter.
- Then enter: sudo ./uninstall.sh -i /usr/local/crashplan
- Press Enter.
- At the prompt, type YES to uninstall and press Enter.
- 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
- If the Code42 app opens, continue to Step 4 to update memory settings in the Code42 app.
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.
Step 4: Update the Code42 app memory settings
- 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||
- 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.
- Enter the command:
java mx nnnn,restart
where nnnn is the number for the new memory setting.
- Press Enter.
The Code42 app closes. The Code42 service stops. Then the Code42 service restarts.
- Open the Code42 app.
- If the Code42 app opens successfully, continue to Step 5.
- 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.
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.