The FAQ items answer the questions the Support team gets most often. If the question can be answered in a few sentences or with a few steps, you'll find the answers here. For some items, you'll find links to more comprehensive, detailed articles listed in the Step-by-Step section.

• Can I move or rename CrashPlan.app on Mac?
• How do I completely remove CrashPlan from my computer?
• Will CrashPlan run on FreeBSD?

• When does my CrashPlan+ 30-day trial begin?
• Why does CrashPlan tell me my CrashPlan Central trial has / will expire? I purchased a CrashPlan Central license.
• What happens to my trial if I buy a subscription before my trial ends?
• Why can't I make new backup sets after my trial?
• Why does CrashPlan tell me my trial has / will expire? I purchased a CrashPlan+ Subscription.
• How do I continue using CrashPlan+ after my trial?
• What happens if I decide not to purchase a CrashPlan+ subscription after my trial (or my subscription expires)?

• Where is CrashPlan Available?
• Do I need a CrashPlan+ subscription to back up online?
• What's the difference between CrashPlan and CrashPlan+?
• Can I mix CrashPlan and CrashPlan+ within the same account?
• Can a computer with CrashPlan back up to a computer with CrashPlan+?
• How do I get maintenance updates if I am using the free version of CrashPlan?
• How do I get feature upgrades if I am using the free version of CrashPlan?
• What's the difference between CrashPlan+ and CrashPlan PRO?
• Can I use CrashPlan or CrashPlan+ client with a PRO Server?

• How is CrashPlan+ licensed?
• Can I buy a CrashPlan+ subscription without CrashPlan Central?
• Can I purchase multiple subscriptions at one time?
• Why does CODE42 MINNEAPOLIS MN appear on my credit card bill?
• Do you offer gift subscriptions?
• Do you offer family packs?
• I have multiple computers. Should I install CrashPlan under the same account or different accounts?

• Can I buy a Gift Subscription if I am already a CrashPlan+ customer
• Can I give a Gift Subscription to someone already using CrashPlan
• Will the Gift Subscription Recipient be notified when the Gift Subscription is purchased
• When do Gift Subscriptions begin
• Will the Gift Recipient be notified before their Gift Subscription expires
• How does the Gift Recipient start using a Gift Subscription
• Do Gift Subscriptions renew automatically
• Can I buy more than one Gift Subscription
• What if the Recipient doesn't like the Gift Subscription
• Can I buy the Seeding or Restore To Your Door services when I buy a Gift Subscription

• Will I be notified when my subscription approaches its expiration date?
• Will my yearly subscription automatically be renewed?
• How do I cancel my CrashPlan+ subscription?
• What is the cancellation policy?

• Can I transfer My CrashPlan+ license to another computer?
• What happens when I replace one computer with another?
• Can I switch to a different CrashPlan+ subscription?
• Is there an upgrade path from the free version of CrashPlan to CrashPlan+?
• Can I change which account a computer is registered to?

• Can I back up to data centres in Australia?
• How can I tell if I'm backing up to an Australian data centre?
• Can I purchase a multi-year subscription?
• Are your prices in Australian dollars?
• Does the store price include tax?
• Do New Zealand customers pay GST?
• Why the big price difference between Australia and US offerings?
• Can customers backing up to US data centres change to Australian data centers?
• I have already purchased a plan through the US store. What price do I pay to renew?
• What payment options do you offer?
• Do you offer support in Australia?

• Does CrashPlan back up our archives to an offsite location
• Can I seed a backup to CrashPlan Central?
• I back up to CrashPlan Central. Can I have my data shipped to me on an external hard drive?
• Can I use CrashPlan Central as a destination for multiple computers under the same account?

• Do I need to make firewall changes to use CrashPlan?
• Do I have to connect to your servers to use CrashPlan?
• What does "Destination unavailable" in the History mean?
• My firewall is telling me CrashPlan is trying to connect on odd ports. Why is that?
• How does CrashPlan detect it's on a LAN?
• Why does my transfer speed exceed my maximum network speed?
• How does CrashPlan perform on high latency networks like satellite or cellular?

• At what time does CrashPlan back up?
• Can I set up CrashPlan so that it does NOT back up automatically?
• How can I increase backup speed?
• How can I limit how much disk space a friend can use?
• How long are deleted files retained?

• Can I back up different files to different destinations?
• How can I avoid restarting my backup when replacing a computer?
• Can CrashPlan back up when my computer is asleep?
• Can my computer be a destination for multiple friends or computers?

• Why am I getting an alert email even though I am successfully backing up to a destination?
• How does CrashPlan prioritize backup to multiple destinations?
• How much space does de-duplication and compression save?
• Why does it look like my whole file is backed up repeatedly?
• How does file versioning work?
• Why are there extra versions stored on the destination?
• What does "pruning versions" mean?
• Why does it look like backup has started over?
• What is the file verification scan for?
• Why does my transfer speed vary?
• Why is backup not as fast as copying files?
• How does CrashPlan handle symbolic links?
• Why is the play button to start backup sometimes disabled?
• Will CrashPlan completely fill a destination drive?
• Can my backup archive on the destination be split across multiple drives?
• What is the difference between backup software and archive software?
• Can I back up using FTP?
• Where can I view details about backup status?
• How is backup data stored?

• What's not being backed up?
• Can I back up my CrashPlan archives with CrashPlan?
• Can CrashPlan back up to a server using the WebDAV protocol?
• Can I back up Entourage? (Mac)
• Do you support package files? (Mac)
• How do I back up an Aperture library? (Mac)
• Can I back up a Windows mapped drive? (Windows)
• Can I back up NTFS encrypted folders? (Windows)
• Can I back up open files?
• Why aren't open files being backed up? (Windows)
• Can CrashPlan back up my database?
• I use BootCamp. Can I back up both my Mac and Windows partitions?

• Help!! I just lost my computer. How do I restore my files to a new computer?
• What computers can I restore files from?
• Can I do a full system backup / restore with CrashPlan?
• Can I still restore my files from my friend if CrashPlan is only set to run between certain times?
• Can I restore my data from your website?
• Can I close CrashPlan while a restore is in progress?
• Can my friend restore my data?
• Can I restore without an Internet connection?
• How long does it take before the restore download begins?
• How do I scroll within the Web Restore file list on my iPhone?
• What files are restored first?
• How can I restore from old archives using a new CrashPlan installation?

• What type of encryption does CrashPlan/CrashPlan+ use?
• What happens with encryption when I upgrade from Crashplan to Crashplan+?
• What's the difference between an account password and an archive password?
• If I change my archive password, what happens to the data already backed up?
• What can I do if I forget my archive password?
• Do CrashPlan's servers create/maintain/save my encryption key for me?
• Where is the encryption key stored?
• Where does CrashPlan retrieve the data encryption key for decrypting the backup if I have reinstalled my OS or formatted my hard drive?
• Does this encryption key maintain its value even if I change my account password?
• If CrashPlan's servers maintain this encryption key, is it sent over SSL?
• Do I need to enter my archive password on all my computers?
• How do I use CrashPlan and FileVault together? (Mac)
• What is your privacy policy?
• Is CrashPlan SAS 70 Compliant?

• How does CrashPlan number new releases?
• Is there a CrashPlan mobile app?
• When do I get alerted if CrashPlan can't back up?
• What does the Compact button do?
• How do I configure CrashPlan for the best data protection?
• How do I remove my friend's data from my computer?
• What happens when I adopt a computer?
• I'm backing up data on an external drive. What happens to my backup data when it's not connected?
• Why is my floppy disk drive light blinking?
• Does CrashPlan support Microsoft Hyper-V?

• Are CrashPlan+ unlimited plans really unlimited?
• How do I know you won't cancel your unlimited plans like Mozy did?
• Can I try before I buy?
• What if I purchase CrashPlan and don't like it?
• Is there special pricing for Mozy users?
• How does CrashPlan compare to Mozy?
• Can I speed up my backup?
• I don't know / can't reset my password!
• How do family plans work?
• Can I back up my external hard drive / thumb drive?
• Do you have information to help me get started?
• Where can I find a full list of all your FAQs?

• What information should I give Support when I have an issue?
• What issues does Support address first?
• How do I compress my log files?
• How do I update my software?
• Does CrashPlan have user forums?

• Backup Occurs Only Once Per Day
• Connnecting Between Computers
• Connecting to CrashPlan Central
• Destination Unavailable
• Unable to Back Up
• Unable to Back Up X Files (Next Attempt Within Y Minutes)
• Unable to Connect to Local Backup Engine

• Is my CrashPlan (perpetual) license still good?
• Do I receive support with my CrashPlan+ Perpetual License?
• I've been using CrashPlan+ since 2009 (or before), how do I get the new CrashPlan+?

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