Problem
After a standard, system-level installation of the CrashPlan app, the graphical user interface (GUI) displays the error message, "The CrashPlan service has encountered a problem," or gets stuck on a "Service is starting..." loading loop.
Additionally, when attempting to restart the CrashPlan service as part of troubleshooting steps to resolve the issue, you will notice one of the following behaviors:
- The CrashPlan Service is entirely missing from the Windows Services list.
- The CrashPlan Service is present and running in the Windows Services list, but is unable to load correctly in the app.
Environment
- CrashPlan app.
- Windows operating system.
- The Standard setup type is selected in the CrashPlan installer.
Cause
The Windows registry contains conflicting registry keys left over from a previous per-user CrashPlan installation. These lingering keys interfere with the standard system-level installation. This interference can either completely prevent the CrashPlan background service from being created, or it can block the CrashPlan app from successfully connecting to a correctly installed background service.
Resolution
To resolve this issue, you must clear the conflicting registry keys by performing a specific sequence of installations and uninstallations. This process safely removes the interfering keys without manually editing the Windows registry.
- Uninstall the CrashPlan app from your Windows device.
- Download and open the CrashPlan app installer.
- When prompted for setup type, click Custom and select Only for me. Complete the installation.
- Uninstall the CrashPlan app again.
This step automatically clears the conflicting registry keys from the Windows registry. - Run the CrashPlan installer one final time.
- Select the Standard setup type and complete the installation.
- If the service still fails to start after completing these steps, contact our technical support team for guided assistance.