On Windows, installing the CrashPlan app with the Standard setup type can finish without creating the CrashPlan service. The Services app does not list CrashPlan Service, the CrashPlan app displays "The CrashPlan service has encountered a problem" or stays on "Service is starting...", and the computer does not back up.
This can happen when the CrashPlan app was previously installed for the same Windows account only, with the Custom setup type and Only for me. Uninstalling that installation normally removes all of its settings, but occasionally a setting remains in the Windows registry. A later Standard installation reads the setting and skips creating the service. Either of the following procedures removes the setting and reinstalls the CrashPlan app. Both need administrator access on the computer.
Clear the leftover setting by reinstalling the CrashPlan app
Installing the CrashPlan app for one user account and then uninstalling it removes the leftover setting without editing the registry. Sign in to Windows with the account that installed the CrashPlan app, then:
- Uninstall the CrashPlan app.
- Download the CrashPlan app installer from Downloading and installing the CrashPlan app, and open it.
- When prompted for the setup type, click Custom, select Only for me, and complete the installation. You do not need to sign in to the CrashPlan app.
- Uninstall the CrashPlan app again.
Uninstalling the installation for one user account removes the leftover setting. - Open the CrashPlan app installer again, select the Standard setup type, and complete the installation.
The Services app lists CrashPlan Service. - Open the CrashPlan app, and sign in. If the app prompts you to replace an existing device, follow Replacing your device, so that the computer continues its existing backup.
Delete the leftover setting in Registry Editor
Administrators familiar with Registry Editor can delete the leftover setting directly, and install the CrashPlan app once. Sign in to Windows with the account that installed the CrashPlan app, because the setting is stored for that account, then:
- Uninstall the CrashPlan app.
- Press Windows+R, enter
regedit, and click OK. -
In the address bar of Registry Editor, enter the following key, and press Enter:
HKEY_CURRENT_USER\Software\CrashPlan Group LLC\{113B48D9-4965-4FAA-A583-A61ADAE58355} - Right-click the {113B48D9-4965-4FAA-A583-A61ADAE58355} key, select Export, and save a copy of the key.
- Right-click the key again, select Delete, and click Yes.
- Download the CrashPlan app installer from Downloading and installing the CrashPlan app, open it, select the Standard setup type, and complete the installation.
The Services app lists CrashPlan Service. - Open the CrashPlan app, and sign in. If the app prompts you to replace an existing device, follow Replacing your device.
If the CrashPlan service is still missing
If the Services app still does not list CrashPlan Service, contact your CrashPlan administrator, or contact CrashPlan technical support if you are the administrator. Include the procedure you followed.