Problem
Login fails when you attempt to sign in to the CrashPlan console or the CrashPlan app.
Environment
- Local Authentication: This procedure only applies to users who authenticate directly through the CrashPlan console. If your organization uses single sign-on (SSO) or LDAP, contact your system administrator for login assistance.
Cause
Login failures are typically caused by one of three issues: an incorrect or mis-typed email address, a forgotten password, or lost/inaccessible two-factor authentication.
Resolution
Step 1: Verify your email address
Ensure you are using the exact email address associated with your CrashPlan account. Check for any typos, extra spaces, or incorrect domains.
Try signing in again. If your email is correct but your login still fails, proceed to Step 2.
Step 2: Reset your password
If your email is correct but your password is not being accepted, you may need to reset it.
Please follow the steps in our dedicated guide: Changing or resetting your CrashPlan password
After resetting your password, try signing in again. If login still fails with the new password but you see the two-factor authentication prompt, proceed to Step 3.
Step 3: Reset your Two-Factor Authentication (2FA)
If your password is correct but you cannot get past the two-factor authentication prompt, you must reset your 2FA configuration.
Please follow the steps in our dedicated guide: Resetting or changing your two-factor authentication