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Code42 Support

Troubleshoot registration for enterprise support

Applies to:
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

This troubleshooting article explains how to resolve issues when registering for Code42 for Enterprise support. After you register, you can create and view cases and chat with our Customer Champions.

Following is the registration form.

Registration form

Considerations

Code42 for Enterprise support is available only to Code42 for Enterprise customers.

  • If you are a CrashPlan for Small Business or CrashPlan for Home customer, contact our Customer Champions.
  • If you are interested in purchasing Code42 for Enterprise, contact sales.
Code42 account credentials
Your Code42 for Enterprise support credentials may be different than your Code42 app account credentials. For more information, see Differences between your Code42 accounts.

Can't find Code42 environment registration key

Your Code42 environment's registration key is a case-sensitive, 16-character combination of letters and numbers. It is different from the master license key, which is approximately 150 characters.

To find your registration key, you must have one of these roles:

  • A Server Administrator, Customer Cloud Admin, or SYSADMIN role for the account
  • An Org Admin on the top-level organization

You can find your registration key within the administration console using one of the following procedures.

Copy/paste registration key
To prevent mistyping the registration key to register for Code42 for Enterprise support, use copy/paste.

For version 6.0 and later

Find in subscriptions

  1. Sign in to the administration console.
  2. Go to Subscriptions, and view the registration key at the top of the page.

Subscriptions view in the administration console

For version 5.4 and earlier

Find in licensing

  1. Sign in to the administration console.
  2. Go to Licensing.
  3. Click View License Information or, if offline, view the registration key at the top of the page.

Licensing registration key

Find in system-wide organization

Use this method when your authority server is not connected to the internet.

  1. Sign in to the administration console.
  2. Go to Organizations.
  3. Select the Default organization, and find your registration key.

Organization overview registration key

Don't know name of system-wide organization

Use this method to find the name of your default organization.

  1. Sign in to the administration console.
  2. From the app switcher in the upper right, choose Reporting.
  3. Click the arrow next to Device Status Report and select Organization Backup Report.
  4. Leave all criteria blank, and click Run Report.
  5. Click the gear icon, and select Organization UID.
  6. Look at the Organization Name for the org with Organization UID "DEFAULT_CUSTOMER_ORG_ID".

Don't know username

If you don't know your username for Code42 for Enterprise support, on the log in page click Sign Up to create a new account.

Cannot sign in or register

If you are still unable to register, contact your Customer Success Manager (CSM).

If you do not know your CSM, please call our Customer Champions for information about your account.

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