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Code42 Support

Mobile app displays "can't connect" error

Available in:

  • CrashPlan PRO
    • Standard
    • Premium
    • Enterprise
Applies to:

Overview

This article explains how to resolve the issue of the CrashPlan mobile app not being able to connect to Code42 servers, even if you have a working Internet connection. Follow the steps below if you see these messages when trying to restore files:

  • "Network error: Can't connect to servers. Please verify your Internet connection."
  • "Could not connect to server"

Affects

CrashPlan mobile app

Before you begin

Make sure your mobile device has a working Internet connection.

Recommended solution

Step 1: Uninstall the CrashPlan mobile app

Considerations

  • If you uninstall the CrashPlan mobile app from an iOS device, any files downloaded with the CrashPlan mobile app will be deleted from your device. If you opened a file in another app, that copy is not removed. Additionally, nothing is removed from your backup file selection; only the downloaded copies on this device are removed.
  • If you uninstall the CrashPlan mobile app from an Android device, any downloaded files remain on your device.

Android

  1. Go to your device Settings.
  2. Tap Apps or Application Manager.
  3. Tap CrashPlan.
  4. Tap Uninstall.
  5. Tap OK to confirm the uninstall.

iOS

  1. Tap and hold the CrashPlan mobile app until it starts to shake.
  2. Tap the small “x” in the corner of the CrashPlan mobile app.
  3. Tap Delete to confirm the uninstall.

Step 2: Download the latest version of the CrashPlan mobile app

Verify that your device meets the CrashPlan mobile app system requirements, and then download the free app:

Alternative solution

If you are still unable to connect after installing the latest version of the CrashPlan mobile app, use one of these alternative solutions to immediately restore a file to your device:

It is possible to avoid this issue by using a virtual private network (VPN) to send your mobile device's connection through another network. However, downloading files through a VPN may be less secure, depending on your VPN provider.

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