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CrashPlan Support

Mobile App Displays "Can't Connect" Error

Applies to:
  • CrashPlan for Home
Need enterprise or small business documentation?
This article is intended for CrashPlan for Home users. For Code42 CrashPlan and CrashPlan PRO documentation, read this page on our enterprise support site.

Overview

This article explains how to resolve the issue of the CrashPlan mobile app not being able to connect to the CrashPlan servers, even if you have a working Internet connection. Follow the steps below if you see these messages when trying to restore files:

  • "Network error: Can't connect to servers. Please verify your Internet connection."
  • "Could not connect to server"

Affects

CrashPlan mobile app

Before you begin

Make sure your mobile device has a working Internet connection.

Recommended solution

Step 1: Uninstall the CrashPlan mobile app

iOS

  1. Tap and hold the icon for the CrashPlan mobile app until it begins to shake.
  2. Tap the small "x" in the corner of the icon to uninstall the app.

Android

  1. Go to System Settings > Applications > Manage Applications.
  2. Tap the CrashPlan mobile app.
  3. Tap Uninstall.

Step 2: Download the latest version of the CrashPlan mobile app

Verify that your device meets the CrashPlan mobile app system requirements, and then download the CrashPlan mobile app for Android or iOS.

Alternative solution

If you are still unable to connect after installing the latest version of the CrashPlan mobile app, use one of these alternative solutions to immediately restore a file to your device:

It is possible to avoid this issue by using a virtual private network (VPN) to send your mobile device's connection through another network. However, downloading files through a VPN may be less secure, depending on your VPN provider.