CrashPlan FAQs

Overview

This page contains a list of frequently asked questions for users of CrashPlan's enterprise products.

Backup
Restore

How do users restore files?

Users can restore files from the CrashPlan app or from the CrashPlan console, or you can restore files for users if you have the proper permissions. Users should typically restore files with the CrashPlan app whenever they have access to one of their devices. The CrashPlan console is convenient for restoring files when users are not near one of their devices, but these restores are limited to 250 MB. 

How do I collect files from legal hold?

Collecting files from a legal hold is very similar to restoring files from the CrashPlan console, with a few differences. For more details, see Collect files from a CrashPlan legal hold.

How do I restore files from cold storage?

You can bring archives out of cold storage so that you can again use them for backup and restore. Archives can only be brought out of cold storage if they have not yet been purged. To restore files that are in cold storage, you'll need to: 

  1. Bring the archive out of cold storage in one of the following ways:
    • Activate a deactivated user
      The user's archives are moved out of cold storage and all devices associated with the user account are reactivated immediately. If the user signs in to the CrashPlan app on the same device that was used before deactivation, backup resumes automatically. 
    • Activate a deactivated device
      The device's archives are moved out of cold storage. When the user logs in to the device, backups resume automatically.
  2. Restore the files from the CrashPlan console.
Performance

How do I reduce the amount of CPU the CrashPlan app is using?

CrashPlan complements the functionality of antivirus or endpoint detection and response (EDR) applications. However, when the CrashPlan app and these other applications are installed on the same device, they may compete for locked files and system resources. This can cause a large amount of CPU resources to be used on the device.

To reduce this usage, configure the CrashPlan app to exclude other endpoint security programs. You can also configure the CrashPlan app to exclude the cache files created by antivirus and EDR applications from backup. 

See Best practices for using CrashPlan with EDR software if you are using applications like: 

  • Carbon Black Cb Defense
  • Carbon Black Cb Response
  • CrowdStrike Falcon
  • Kaspersky Endpoint Security for Business
  • McAfee AntiVirus
  • McAfee Endpoint Threat Defense and Response
  • Sophos Intercept X

You can also change the amount of CPU used

Cold Storage

What is cold storage?

When a user or device is deactivated, its data is not deleted. Instead, it is moved into cold storage. Cold storage is a temporary holding state for archives after they are deactivated but before they expire and are permanently deleted. 

How long does data stay in cold storage?

The amount of time archives are kept in cold storage depends on the action that places the archives in cold storage:

  • Conclusion of service - Data is held in cold storage for 14 days before deletion.
  • Deactivation - If you deactivate individual users, devices, or organizations, the data is held in cold storage per the cold storage retention settings configured in the CrashPlan console.

When an archive's cold storage retention period is over, it becomes an expired archive. Expired archives are marked for deletion and are not recoverable.

For more information on our data retention policy, see Data retention in the CrashPlan cloud (CrashPlan). If you have an on-premises CrashPlan server that also uses cloud storage, see Cold storage for CrashPlan.

Does cold storage consume a subscription?

Yes. Archives associated with deactivated users and devices remain in cold storage for the retention period defined in the CrashPlan console. During that time, the archives continue to consume user subscriptions. As an administrator, you can free up subscriptions by purging archives from cold storage. Once a user's archives are purged, the associated subscription becomes available for other users within 24 hours.

Upgrades

How do I upgrade?

In the CrashPlan cloud, we update the CrashPlan console and the CrashPlan apps on user devices automatically so you are always on the latest version. However, administrators can optionally delay CrashPlan app upgrades on user devices for up to 30 days. This enables you to test new CrashPlan app versions on a small group of users before updating all users in your CrashPlan environment. It also allows for a staggered rollout schedule.

Archive maintenance

What is archive maintenance?

Archive maintenance is a regularly scheduled task that runs on each backup destination. The purpose is to maintain archive integrity and optimize the size of the archives. When archive maintenance runs, it:

  • Checks backup archives for corrupted files and repairs any detected corruption.
  • Prunes file versions and removes deleted files according to the frequency and version settings.
  • Purges files that are no longer selected for backup.

Why can’t users restore during archive maintenance?

Archive maintenance locks the archive, so users won't be able to restore until maintenance is complete. 

Why did the archive change in size?

An archive may change size after archive maintenance because it removes file versions and deleted files according to the frequency and version settings.

Reporting

How do I configure backup reports to only go to administrators and not end users?

To send device backup reports to administrators only, follow these steps:

Step 1: From the CrashPlan console, set your reporting settings

  1. Select Administration > Environment > Organizations.
  2. Select an organization.
  3. From the action menu, select Edit, then click the Reporting tab.
  4. Update your settings

Step 2: Shut off backup status email notifications for your end users

  1. Select Administration > Environment > Organizations.
  2. Select an organization.
  3. From the action menu, select Device Backup Defaults, then click the Reporting tab.
  4. Deselect all the options on that tab. 
Trials, subscriptions, billing, and licensing

Is there a free trial?

Yes. There is a 30-day free trial. The trial is a fully functional version of the software, and is exactly the same as the purchased software.

How is CrashPlan licensed?

CrashPlan Cloud is licensed by annual user subscription. Each active user consumes a user subscription

Is CrashPlan available outside of the US and Canada?

Yes. CrashPlan Cloud is available worldwide.

Is CrashPlan translated in other languages?

Yes. For more information, see details on available languages for all CrashPlan products.

How do I buy?

If you are an existing customer and want to renew or add more users, contact your Customer Success Manager (CSM) or email renewals@crashplan.com. If you are a new customer, contact sales.

How do I get help with my subscription, invoice or bill?

For questions about your subscription, invoice or bill, contact your Customer Success Manager (CSM). If you do not know your CSM, please contact our technical support team.

Why are we using more subscriptions than we have active users?

If you are using more subscriptions than the total number of active users displayed on the Users > Active screen in the CrashPlan console, it may be because you have data in cold storage that is consuming a subscription. When users are deactivated, their backup archives go into cold storage where they continue to consume user subscriptions until they expire and are permanently deleted. To free up subscriptions before expiration, you can purge archives from cold storage. For more information, see:

Australia and New Zealand customers

Are your cloud services based in Australia?

Yes. We have a data center in Sydney.

I have already purchased a plan through the US store. What price do I pay to renew?

If you have already purchased a plan through the US store, we'll continue to honor renewals of that plan at the US renewal prices.

Why the big price difference between Australia and US offerings?

Even though our operating costs in Australia are significantly higher than they are in the US, we are absorbing some of the increased cost to make us more in line with similar products.

Can I purchase subscriptions for multi-year plans?

No. Our longest subscription term in Australia and New Zealand for CrashPlan for Enterprise is one year.

Compliance

Is CrashPlan certified for ISO 27001 or SSAE 16 compliance?

CrashPlan is an ISO 27001-certified organization and conducts annual SOC 2 Type 2 attestations on our product and infrastructure. Additionally, CrashPlan ensures and monitors appropriate security assurance obligations (SOC 1, SOC 2, ISO 27001) for its cloud data centers.

Is CrashPlan Cloud HIPAA compliant?

CrashPlan Cloud can be configured to support HIPAA compliance. Learn more about CrashPlan Cloud and HIPAA compliance.

Contact support

How do I get help from the technical support team?

Ask your CrashPlan Customer Success Manager (CSM) to make you an "administrative support contact." You can contact your CSM directly to update this information on your account.

If you have additional questions that our online resources don't address, our technical support team is happy to assist via email, live chat, and phone with CrashPlan Cloud support

Resources

There are several different ways to get more information about CrashPlan for Enterprise:

  • Check out our support site to get all of our documentation.
  • In the CrashPlan console, click the Help icon in the upper-right to display a reference article about that page.
  • Our customer community is where you can view and subscribe to technical updates and announcements.
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