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Code42 Support

Renamed or "missing" external drive stops backup

Available in:

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

Overview

The Code42 app relies on the full file path to locate files and folders. If the location, name, or letter of a drive changes, you may notice that the backup selection reports the "File is missing”, or the destination reports the drive as “unavailable”.

Diagnose

If an external drive's name or letter has changed, you may notice either of the following after a drive name or letter changes:

If an external drive's name or letter has not changed, but the Code42 app reports the drive as "Missing" in your backup selection, initiate a file verification scan and the Code42 app will detect the drive.

Recommended solution

We recommend renaming the drive to match the original location. If you have forgotten the original drive name or letter, see finding the original drive letter. If you know the original drive's name or letter, follow the steps below for changing the drive name in your operating system.

Do not use UNC file paths
The Code42 app does not support backups of UNC file paths (such as //SERVERNAME/Users/). If you include UNC paths in the backup file selection, the files appear to back up properly, but those files cannot be restored.

File selections must use an absolute path with a drive letter (such as C:/Users/) to make sure the files are backed up and restorable. 

Windows 10

  1. Press Windows key to open search.
  2. Type Disk Management.
  3. Select Create and format hard disk partitions.
  4. Right-click the drive you wish to change, and select Change Drive Letter and Paths.
  5. Click Change
  6. Click Assign the following drive letter.
  7. Choose the original drive letter, and press Ok.
  8. Click Yes to confirm the warning.

Windows 8

  1. Press Windows key + W to open search.
  2. Type Disk Management.
  3. Select Create and format hard disk partitions.
  4. Right-click the external drive, and select Change Drive Letter and Paths.
  5. Click Change.
  6. Choose the original drive letter, and press Ok.
  7. Click Yes to confirm the warning.

Windows 7

  1. Click Start > Control Panel > System and Security > Administrative Tools.
  2. Double-click Computer Management.
    If prompted, enter an administrator password or confirmation.
  3. Click Disk Management from the left pane.
  4. Right-click the drive you wish to change and select Change Drive Letter and Paths.
  5. Click Change, then click Assign the following drive letter.
  6. Choose the original drive letter and press Ok.
  7. Click Yes to confirm the warning.

Mac

  1. Open the Finder.
  2. Select the drive in the left sidebar, and press enter.
  3. Rename the drive in the name field.
  4. Press enter.

Find the original drive letter

If you don't know the original drive name or letter, use the Code42 app to locate it.

Back up an external drive

  1. Open the Code42 app.
  2. From Home, select Details.
  3. Select Manage Files.
  4. From the breadcrumb overflow menu, select the name of your device.
    The drive name or letter displays in the file selection.

Back up to an external drive

  1. Open the Code42 app.
  2. From Home, select Details.
  3. Click the arrow next to your device name, and select Device preferences.
  4. Click Destinations.
  5. From the list of destinations, select the name of the external drive.
    The full file path and drive name or letter is displayed below Archive Location.