CrashPlan for Small Business FAQs

Overview

This page lists frequently asked questions about CrashPlan for Small Business.

Backup

How does CrashPlan for Small Business backup work?

Backup begins with a process called data deduplication. The CrashPlan app analyzes a small piece of the file (a block), and checks to see if that block was previously backed up. 

  • If that block was already backed up, the CrashPlan app moves on and analyzes the next block.
  • If the block has not yet been backed up, the CrashPlan app compresses the block to save storage space, encrypts the block to secure the data, and sends the block to the backup destination.

As a result of this analysis, compression, and encryption activity for new files, your first backup may take longer than you expect. However, once your first backup is complete, the process is much faster because the CrashPlan app only needs to back up new files and changed blocks of data for each file. For more information, see:

I just got a backup alert. What do I do?

The CrashPlan app sends email warnings and alerts to help you stay informed about the status of your backups. If you receive a backup alert and you're not sure why, see What to do after receiving a backup alert for CrashPlan for Small Business.

Why does CrashPlan for Small Business report a different size of backup than my computer?

If you compare the size of your files selected for backup to the file size the CrashPlan app reports it's backing up, you may notice a difference. Multiple factors can contribute to this difference, such as our deduplication and compression processes. For more information, see:

In addition, you may notice that the CrashPlan app and CrashPlan console show slightly different values for the size of your backup. This because they calculate KB differently

What should I back up? 

In general, we recommend that you back up the files you create, edit, and access. Typically, these are stored in your User directory or Home folder. The CrashPlan app isn't designed to back up system and application files. For more information, see What should you back up with CrashPlan for Small Business?

How do I add a computer/device?

To add a computer, simply download the CrashPlan app from the CrashPlan console, install it, and sign in. The device then appears on the Active Devices list in the CrashPlan console. For full instructions to get up and running protecting your data, see Set up CrashPlan for Small Business.

Can I back up an external drive, NAS, or a mapped drive?

  • External drives: You can use the CrashPlan app to back up storage connected to your device such as an external hard drive directly attached via USB, Thunderbolt, or Firewire.
  • NAS or mapped drive: You can back up mounted Network Attached Storage (NAS) on Mac and Linux, but not Windows (due to an OS-level restriction built into Windows). Using CrashPlan for Small Business on a headless computer and installing it on a NAS device are unsupported and will not work on either of those configurations. Because the CrashPlan app requires fast disk I/O, you may see performance bottlenecks on a NAS that is not fiber attached and is serving multiple purposes. 

How do I fix this error: "CrashPlan cannot connect to its background service"?

The graphical user interface that you interact with when using CrashPlan for Small Business needs to connect with the service that runs in the background. They connect on a local network connection that is built into every device. If they can't connect, then you will see this error message. The first thing to try on all platforms is to restart the CrashPlan service. If this doesn't resolve the issue, try the recommended solutions in Cannot connect to background service in CrashPlan for Small Business.

Why isn’t my backup reaching 100% complete?

When your backup is unable to reach 100% complete, it is often because the CrashPlan app can't access some of your files. This may happen if a file is in use by another application or locked due to permissions. Click the link for your OS below to troubleshoot:

How much data can I back up per day? 

You can expect to back up an average of 10 GB of data per day if your computer is powered on and not in standby mode. Consider updating your device's sleep settings to complete a large backup more quickly. 

What if I have many terabytes (TBs) of data?

Each new file that the CrashPlan app backs up is indexed, compressed, and deduplicated, which takes time. This usually isn't a problem for smaller backups, but if you have a large backup (more than 1 TB of data or more than 1 million files), you will likely need to increase the amount of memory available to the CrashPlan app to get your backup to complete. For more information, see:

Can I back up my server with CrashPlan for Small Business? 

CrashPlan for Small Business is designed to protect all your endpoint data by backing up user files. However, you can back up your server using CrashPlan for Small Business, provided it meets our system requirements.

Restore

How do I restore my files?

You can restore files from the CrashPlan app or from the CrashPlan console. We recommend using the CrashPlan app to restore files whenever you have access to one of your devices. The CrashPlan console is convenient for restoring files when you are not near one of your devices, but these restores are limited to 250 MB. 

Replace a device

I got a new computer. How do I get it set up for backup and no longer back up the old one?

When you get a new device, the CrashPlan app's replace device wizard can help you transfer files, move your backup, and update settings from a previous device. After you have installed the CrashPlan app on your new computer, you will need to associate the new device with your existing archive.

In the wizard, the transfer files step is an opportunity to download files from your archive. If you do not need to download your previously backed-up files to your new device right now, you can skip it. Regardless of what you choose, everything currently in your archive will remain there as long as it is selected for backup and you haven't changed the default file retention settings.

Try out CrashPlan for Small Business

Is there a free trial?

We offer a 30-day free trial for CrashPlan for Small Business. Your trial is a fully functional version of the software and online service. It is exactly the same as the software and online service that you get when you purchase.

Where Is CrashPlan for Small Business available?

CrashPlan offers CrashPlan for Small Business to businesses in all countries excluding those under U.S. sanctions. Pricing may vary based on location.

How do I download the CrashPlan app?

Download the CrashPlan app from your CrashPlan for Small Business CrashPlan console.

How is my storage measured?

We use the decimal system to measure storage in the CrashPlan app: 1 TB = 1000 GB. For more information, see Why does the CrashPlan app show a different number of files than my computer? (CrashPlan for Small Business)

How many users can I have in my CrashPlan for Small Business subscription?

You can use CrashPlan for Small Business with up to 199 users. If you have 200 users or morecontact sales for information about CrashPlan Cloud.

Can I seed my backup to CrashPlan PRO Online?

We do not currently offer a seeded backup service for CrashPlan for Small Business.

Purchasing and billing

How do I purchase?

Start your free trial of CrashPlan for Small Business and enter your credit card or PayPal billing information. At the end of your 30-day trial, you will automatically be billed and start paying for your subscription.

What payment options do you offer?

Our payment processor, Digital River, accepts most major credit cards, as well as PayPal.

How long is my subscription?

Your subscription to CrashPlan for Small Business lasts 30 days. You can cancel your subscription at any time. There are no contracts.

Will my subscription automatically renew?

Yes, all CrashPlan for Small Business plans are set to automatically renew by default. To view and print your CrashPlan for Small Business invoices, go to Account in the CrashPlan console

We bill your credit card 4 days before your actual renewal date to make sure you don't miss any days of service. If that fails (because your card expired, for example), we try again on the expiration day itself and then 7 days after expiration.

What happens when I add computers to my account?

At the beginning of each monthly billing cycle, the device count is automatically updated and you are charged for the current number of active devices in your organization, even if those devices are not currently being backed up. 

What if I have no computers on my CrashPlan for Small Business subscription?

Your CrashPlan for Small Business subscription is always billed for a minimum of one computer. If you have no computers, your CrashPlan for Small Business subscription is billed for one computer. Be sure to add a computer to get the most out of your CrashPlan for Small Business subscription. 

What is your refund policy?

No refunds are available for CrashPlan for Small Business. Your monthly CrashPlan for Small Business subscription grants you access to our backup service until the end of your subscription term.

What is your policy for payment disputes?

If you initiate a credit card chargeback (dispute your payment for your CrashPlan for Small Business subscription): 

  1. We contact you to clarify if you want to continue your subscription or cancel it. 
  2. If you do not respond within 7 days, we cancel your subscription.
  3. Your data is deleted according to our retention policy for canceled subscriptions.

What is Digital River?

Digital River is our vendor for processing CrashPlan for Small Business subscription payments.

Do you have an affiliate program?

We do not have an affiliate or partner program.

Billing details for Australia and New Zealand

Are your prices in Australian dollars?

Yes. Our Australian store displays prices in Australian dollars.

Do you charge Goods and Services Tax (GST)?

Yes. We are required to collect 10% GST in Australia and 15% GST in New Zealand. For monthly pricing details, see the Frequently Asked Questions section of our Pricing page. If you are GST exempt, please contact our technical support agents for help setting up GST exemption.

I purchased CrashPlan for Small Business through the US store. What price do I pay to renew?

When your subscription is renewed, your subscription is converted and billed in Australian dollars.

Why did my subscription cost increase?

To support our high level of service, we've increased our international prices to match the changes we already made for our domestic customers. The price has been adjusted to reflect exchange rate differences between our United States and international customers. For details, see our pricing page.

Security

What type of encryption does CrashPlan for Small Business use?

CrashPlan for Small Business uses AES-256 encryption. For more security details, read CrashPlan for Small Business encryption information

Where is my encrypted data stored?

Your data is stored in one of the CrashPlan for Small Business data centers in the US and Australia. Data is not transferred between data centers.

What happens to my data after my subscription or trial ends?

CrashPlan retains your data until your subscription ends, even if you decide not to continue backing up new or changed data. Data backed up to the CrashPlan cloud is retained for a short grace period prior to removal. To learn more about what happens to your data after a subscription or trial ends, see our data retention policy.

Is CrashPlan certified for ISO27001 or SSAE16 compliance?

We ensure and monitor appropriate ISO27001 or SSAE16 certifications for our cloud data centers, and are an ISO27001-certified organization. 

Can I use CrashPlan for Small Business in environments subject to specific regulation such as HIPAA?

Yes. CrashPlan currently enters business associate agreements (BAAs) with CrashPlan for Small Business customers. For specific questions about regulated data, contact our technical support agents. For more information about obtaining a BAA for HIPAA compliance, see Obtain a BAA with CrashPlan

What is your privacy policy?

The information we collect from you is only for the purposes of providing you a backup service and communicating with you about the backup services we provide. Read our complete Privacy Statement for more details.

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