Overview
This article provides administrators with a diagnostic path for endpoints that are unable to connect to the CrashPlan cloud. If a device appears as Offline or Critical alert status in the CrashPlan console, use the symptoms below to identify the root cause and navigate to the appropriate resolution guide.
Diagnosing
Is the device actually in use?
Before troubleshooting technical configurations, rule out standard administrative or hardware changes.
- Symptoms: The employee has left the organization or recently received a new computer.
- Resolution: Deactivate unneeded users and unused devices to clean up old endpoints.
Is the CrashPlan app service stopped or missing?
The CrashPlan background service must be running to connect to the cloud. This service can be interrupted if an end-user uninstalls the app, or if a system process, third-party cleanup tool, or major OS upgrade corrupts the installation.
- Symptoms: Network configuration is verified to be correct, but the device still does not connect, or the user cannot open the CrashPlan app locally.
- Resolution: Restart the CrashPlan app service on the device. If the app is missing, corrupted, or fails to start, redeploy the CrashPlan app to the device. You can also configure deployment settings to prevent users from uninstalling the app in the future.
Is network security blocking connections?
If the device is actively in use and the CrashPlan service is running locally, network security or endpoint detection and response (EDR) tools may be blocking the application's communication to the cloud.
- Symptoms: The device recently changed networks, a new firewall/antivirus was deployed, or your organization uses deep packet inspection.
- Resolution: Verify that the IP addresses and ports used by CrashPlan are open. See our best practices guides for configuring third-party software, EDR tools or deep packet inspection tools.
Still need help?
If none of the symptoms above match your environment, contact our technical support team for further troubleshooting assistance. Please include details about the affected device, attempted troubleshooting, and any status messages observed in the CrashPlan app.