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CrashPlan Support

CrashPlan Does Not Run

Applies to:
  • CrashPlan for Home
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This article is intended for CrashPlan for Home users. For Code42 CrashPlan and CrashPlan for Small Business documentation, read this page on our enterprise support site.

Overview

In many cases, the CrashPlan app's default memory setting supports backing up as much as 1 TB (1,024 GB) of data or as many as 1 million files. However, you may need to assign more or less system memory if the CrashPlan app:Unable To Connect To Backup Engine Error

  • Does not open when launched
  • Opens, but displays the message: Unable to connect to the backup engine, retry?
  • Closes abruptly while backing up files

This article describes how to diagnose the problem. Depending on your hardware and CrashPlan app installation, it directs you to instructions for resuming successful backups.

Affects

CrashPlan app 4.x and later.

Diagnosing

If running the CrashPlan app leads to any one of the symptoms described above, first determine whether you have a 32- or 64-bit installation:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for the folder Program Files (x86).

Diagnosing on 64-bit Windows

On a 64-bit Windows system, follow the steps below to determine whether you run a 32- or 64-bit version of the CrashPlan app:

CrashPlan app installed for all users (the default)

Determine whether your CrashPlan app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for the folder Program Files (x86)/CrashPlan.
  1. In the list at right, look for the folder Program Files/CrashPlan.

CrashPlan app installed per user

Determine whether your per user CrashPlan app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the explorer search box, enter CrashPlanService.exe.
  5. Press Enter.
  6. In the search results, right-click on the file CrashPlanService.exe.
  7. Select Properties > Compatibility.