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This article applies to version 6.

Available in:

StandardPremiumEnterprise
Small Business
Code42 Support

Code42 app prompts for archive key password or custom key at startup

This article applies to version 6.

Available in:

StandardPremiumEnterprise
Small Business

Overview

If your Code42 app prompts you to re-enter your archive key password or custom key every time you start or restart your device, you may need to complete the steps below to resolve the issue. This issue only affects devices with the specific conditions described below. 

Resolved in version 6.7.1
This issue is resolved in version 6.7.1 of the Code42 app. CrashPlan for Small Business devices and devices in Code42 for Enterprise cloud environments are upgraded automatically. For devices in on-premises Code42 for Enterprise environments, we recommend upgrading to version 6.7.1 or later.

Affects

User devices that meet all the following conditions: 

Are you sure?
If you're not sure if this issue affects you, or you have questions about any of the steps below, please contact our Customer Champions​ for Code42 for Enterprise support or CrashPlan for Small Business support.

Before you begin

  • Ensure you log in to the affected device with a user that has administrator privileges. 
  • Back up your Windows registry. See Microsoft's documentation for instructions. 

Recommended solution

To resolve the issue, follow the steps below:

  1. Click the Windows icon in the lower-left corner of your screen.
  2. Type cmd.
  3. Right-click the Command Prompt program, and select Run as administrator.
  4. Paste in the following text: 
reg query HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\Run /S | findstr /i crashplan > %HOMEPATH%\Desktop\cp_info.txt
  1. Press Enter
    A cp_info.txt file is created on your desktop with the results of the above script. 
  2. Open the cp_info.txt file. 
  3. If you see both CrashPlanServiceUser and CrashPlanService in the file (as shown in the example below), continue to Step 8.
CrashPlanService    REG_SZ    C:\Users\{your_user_folder}\AppData\Local\Programs\CrashPlan\CrashPlanService.vbs
CrashPlanServiceUser    REG_SZ    C:\Users\{your_user_folder}\AppData\Local\Programs\CrashPlan\CrashPlanService.vbs
CrashPlanTray    REG_SZ    "C:\Users\CSB_Support\AppData\Local\Programs\CrashPlan\electron\CrashPlanDesktop.exe" --menubar --desktop=false --user.install

If you do not see both listed in the file, but are still concerned about experiencing this issue, contact our Customer Champions​ for Code42 for Enterprise support or CrashPlan for Small Business support, and include the cp_info.txt file with your request. 

  1. If you see both CrashPlanServiceUser and CrashPlanService in the cp_info.txt file, paste the following into your Command Prompt: 
reg delete "HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\Run" /v CrashPlanService /f
  1. Press Enter

Confirm the change took effect

  1. Paste in the following command in your Command Prompt: 
reg query HKCU\SOFTWARE\Microsoft\Windows\CurrentVersion\Run /S | findstr /i crashplan > %HOMEPATH%\Desktop\cp_info_fixed.txt

A file called cp_info_fixed.txt  will be created on your desktop.

  1. Open the cp_info_fixed.txt  file and confirm you only see CrashPlanServiceUser and CrashPlanTray, as in the example below:
CrashPlanServiceUser    REG_SZ    C:\Users\{your_user_folder}\AppData\Local\Programs\CrashPlan\CrashPlanService.vbs
CrashPlanTray    REG_SZ    "C:\Users\{your_user_folder}\AppData\Local\Programs\CrashPlan\electron\CrashPlanDesktop.exe" --menubar --desktop=false --user.install
  1. Restart your computer.
  2. Open the Code42 app and enter your archive key password or custom key, if prompted. 
  3. Restart your computer again. 
  4. Open the Code42 app. If the Code42 app opens without prompting you to enter your archive key password or custom key, the issue is resolved. 

External resources

Microsoft: How to back up and restore the registry in Windows 

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