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Who is this article for?

Incydr Professional, Enterprise, Gov F2, and Horizon
Incydr Basic, Advanced, and Gov F1

Find your product plan in the Code42 console on the Account menu.
Not an Incydr customer? For CrashPlan articles, search or browse.

Instructor, no.

Incydr Professional, Enterprise, Gov F2, and Horizon, no.

Incydr Basic, Advanced, and Gov F1, yes.

CrashPlan Cloud, no.

Retired product plans, no.

CrashPlan for Small Business, no.

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Destination unavailable

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Who is this article for?

Incydr Professional, Enterprise, Gov F2, and Horizon
Incydr Basic, Advanced, and Gov F1

Find your product plan in the Code42 console on the Account menu.
Not an Incydr customer? For CrashPlan articles, search or browse.

Instructor, no.

Incydr Professional, Enterprise, Gov F2, and Horizon, no.

Incydr Basic, Advanced, and Gov F1, yes.

CrashPlan Cloud, no.

Retired product plans, no.

CrashPlan for Small Business, no.

Overview

When a destination is unavailable, the Code42 app displays one of the causes listed below:

  • Archive missing
  • Backup schedule
  • Under maintenance
  • Not recognized

Review the troubleshooting information below for the message you received.

Archive missing

If an external drive destination is unavailable, the Code42 app displays the message "Archive missing - Backup location is not accessible." This error typically appears because the drive name or letter may have changed. See the common cause and solution below for your operating system.

Windows

By default, Windows does not assign a static drive letter to external drives. For instance, if a drive named D:\ is ejected from the device and then reconnected, it may be assigned a different drive letter. If the drive letter changes, the Code42 app won't recognize the drive because it's still looking for the old drive letter.

To determine if the drive letter changed:

  1. Open the Code42 app.
  2. Navigate to Device preferences:
  • Code42 app version 6.8.3 and later: Select settings button Settings.
  • Code42 app version 6.8.2 and earlier: 
    1. Click Details.
    2. Select the arrow next to your device name.
    3. Choose Device preferences.
      device preferences
  1. Click Destinations.
  2. From the list of existing destinations, select the local destination.
  3. Note the letter that the Code42 app expects for your external drive.
  4. Open a file browser.
  5. Click Computers in the left panel.
  6. Compare the letter currently assigned to your drive with the letter the Code42 app has associated with the drive.

If the letters are different, assign the drive a static drive letter using the original drive letter to correct the issue.

Mac

If an external drive stops backing up on a Mac, it is likely because the drive didn't unmount cleanly (for example, after a power outage, or disconnection without ejection). When this happens, the drive can leave behind a "ghost" folder in /Volumes, even though the drive is no longer mounted. When the external drive re-mounts to your device, the "ghost" folder name is already taken, so your device adds a “1” to the external drive's name. However, the Code42 app looks for a folder with the original name, and that folder belongs to a drive that appears to be no longer connected. Use our troubleshooting guide to diagnose and correct this issue.

Backup scheduled

The "Backup Scheduled - Backup scheduled to begin at X" message displays when the Code42 app is set to run between certain hours and it is outside that time period. To adjust the times that the Code42 app is able to run:

  1. Open the Code42 app.
  2. Navigate to backup set settings:
  • Code42 app version 6.8.3 and later:
    1. Select Settings gear icon.
    2. Select Backup Sets.
  • Code42 app version 6.8.2 and earlier:
    1. Select Details.
    2. Select the action menu.
  1. Next to Backup Schedule, select Change.
  2. Adjust your backup schedule as needed.
Permissions
These steps assume you have permission to change your backup schedule. Your administrator may prevent editing of this setting.

Under maintenance

If you see the message, "Routine maintenance - Backup will resume automatically when maintenance completes", the destination is currently performing archive maintenance. Archive maintenance is a normal part of the Code42 app's operation. Backup will resume and the message will disappear once the maintenance process completes.

Not recognized

The "Not recognized - The destination does not recognize this device" message appears when a destination cannot successfully communicate with the Code42 app.

To reauthorize with your destination:

  1. Open the Code42 app.
  2. If necessary, sign in.
  3. Open Code42 Commands by entering the keyboard shortcut for your operating system:
    • Windows: Enter Ctrl+shift+C
    • Mac: Enter Option+Command+C
  4. Enter this command: deauthorize
    You are signed out of the Code42 app.
  5. Sign in again to the Code42 app.

Contact your administrator if you are still unable to back up to the destination after reauthorizing.

Deauthorizing from the Code42 console
Administrators can also deauthorize devices from the Code42 console. The user must still sign in to the Code42 app to reauthorize.

Alternative solution

If the solutions described above do not resolve the issue, complete the steps below to remove and re-attach your local destination without deleting the archive. 

  1. Unmount the local destination drive.
    Failure to unmount before continuing could result in lost data.
  2. In the Code42 app, remove the local destination.
  3. Mount the local destination drive.
  4. Attach the local archive.
  5. View the Home screen to check the status of your backup to the local destination.