1. Code42 Support
  2. Incydr
  3. Using the backup agent
  4. Troubleshooting

Code42 backup agent does not run

Updated

Overview

If the Code42 backup agent:

...you might have one of the following situations:

  • You are using the 32-bit version of the Code42 agent on a 64-bit device (only applies to Windows)
    In this situation, the Code42 agent cannot properly utilize the 64-bit machine's hardware, and as a result exhibits memory-related problems. To correct the problem, follow the steps below in Solution for a Windows 32-bit Code42 agent running on a 64-bit system to uninstall the Code42 agent and install the correct 64-bit Code42 agent.
  • The memory settings are inadequate (applies to Windows, Mac, and Linux)
    In this situation, there is not enough memory allocated to the Code42 agent. To correct the problem, follow the steps below in Solution for any 64-bit system to reinstall the Code42 agent and adjust your Code42 agent memory settings.

Solution for any 64-bit system

Follow these directions if you you encounter the issues described in the Overview and run a 64-bit Code42 agent on a 64-bit Windows, Mac, or Linux system.

By default, memory allocation is dynamically set to use 25% of the physical memory on the device. However, to correct performance problems, you may need to assign more or less system memory.

Step 1: Completely uninstall the Code42 agent

Follow these instructions to completely uninstall the Code42 agent.

Step 2: Reinstall the Code42 agent

Follow the instructions in Install the Code42 backup agent.

Step 3: Open the Code42 agent

  1. If the Code42 agent opens, continue to Step 4 to update memory settings in the Code42 agent.
  2. If the Code42 agent does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Technical Support Engineers.

Step 4: Update the Code42 agent memory settings

  1. Determine how much memory your Code42 agent needs:
Backup selection size Memory setting (MB)
1.5 TB or 1.5 million files 1536
2 TB or 2 million files 2048
2.5 TB or 2.5 million files 2560
3 TB or 3 million files

3072
4 TB or 4 millions files 4096
  1. Use the keyboard shortcut for your operating system:
    • Windows: Ctrl+Shift+C
    • Mac: Option+Command+C
    • Linux: Ctrl+Shift+C
      The command-line area opens.
  2. Enter the command:
    java mx nnnn,restart
    where nnnn is the number for the new memory setting.
    Command line memory setting
  3. Press Enter.
    The Code42 agent closes. The Code42 service stops. Then the Code42 service restarts.
  4. Open the Code42 agent.
  5. If the Code42 agent opens successfully, continue to Step 5.
  6. If the Code42 agent does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Technical Support Engineers.

Step 5: Reconnect your backup

If the Code42 agent opened successfully, follow the instructions in Replace your device to reconnect your newly installed Code42 agent to the backup archives created by the previous installation.

Solution for a Windows 32-bit Code42 agent running on a 64-bit system

If your Windows version is 64-bit, you must ensure that your Code42 agent is also a 64-bit version.

Step 1: Determine your configuration

Follow the steps below to determine both your operating system version and Code42 agent version.

Determine if you have a 32- or 64-bit operating system

  1. Open the Windows Start menu.
  2. Select Settings > System > About.
  3. Note the System type. It indicates if you are running a 32-bit or 64-bit operating system.

Determine if you are running a 32-bit version of the Code42 agent 

Follow the applicable set of steps below for your install type (default or per user).

Code42 agent installed for all users (the default)

To determine whether your Code42 agent is a 32-bit or 64-bit version:

  1. From the Windows Start menu, open File Explorer.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for:  C:\Program Files\Code42
  5. Do one of the following:
    • If you see C:\Program Files (x86)\Code42 or C:\Program Files (x86)\CrashPlan, you have a 32-bit Code42 agent running on a 64-bit operating system. Proceed to Step 2.
    • If you see C:\Program Files\Code42  or C:\Program Files\CrashPlan, you have a 64-bit Code42 agent running on a 64-bit system. Proceed to Solution for any 64-bit system. 

Note: If C:\Program Files\Code42  or C:\Program Files\CrashPlan does not exist, your Code42 agent runs for a single user rather than all users of your machine. See Code42 agent installed per user, below.

Code42 agent installed per user

To determine whether your per user Code42 agent is a 32-bit or 64-bit version:

  1. From the Windows Start menu, open File Explorer.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the search box, enter: Code42Service.exe
  5. Press Enter.
  6. In the search results, right-click the file Code42Service.exe or CrashPlanService.exe.
  7. Select Properties > Compatibility.
    • If the Compatibility mode is Windows XP, you have a 32-bit Code42 agent running on a 64-bit operating system. Proceed to Step 2.
    • If the Compatibility mode is anything other than Windows XP, you have a 64-bit Code42 agent running on a 64-bit system. See Solution for any 64-bit system. 

Step 2: Uninstall the Code42 agent

If you run a 32-bit Code42 agent on a 64-bit system, you must uninstall the Code42 agent before installing the 64-bit version.

  1. Open the Control Panel and select Uninstall a Program.
  2. Select Code42 and choose Uninstall.

You may be prompted that another user on the device is signed in. If another user is signed in, it may prevent the Code42 agent from uninstalling completely. Coordinate with other users to ensure all users are signed out of their accounts before continuing. 

Uninstall fails
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.

Step 3: Download the Code42 agent for 64-bit Windows

Download the Code42 agent installer for 64-bit Windows from the Code42 console.

Step 4: Reinstall the Code42 agent

  1. Double-click the installer file that you downloaded in Step 3.
  2. Follow the prompts to complete the installation.
  3. Sign in with your account information.

See Install the Code42 backup agent for additional installation information.

Step 5: Test the results

  1. Verify that backup is running.
    If the Code42 agent is starting for the first time, start a backup.
  2. Allow the Code42 agent to run for 24 hours.
  3. Watch for the following symptoms. The Code42 agent:
  4. If the Code42 agent exhibits any of those symptoms, see Solution for any 64-bit system to continue troubleshooting.