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CrashPlan app does not run (Small Business)

Updated

Overview

If the CrashPlan app:

This article describes how to diagnose and solve the potential problems causing this disruption, which are:

  • You are using the 32-bit version of the CrashPlan app on a 64-bit device (only applies to Windows)
    In this situation, the CrashPlan app cannot properly utilize the 64-bit machine's hardware, and as a result exhibits memory-related problems. To correct the problem, follow the steps below in Solution for a Windows 32-bit CrashPlan app running on a 64-bit system to uninstall the CrashPlan app and install the correct 64-bit CrashPlan app.
  • The memory settings are inadequate (applies to Windows, Mac, and Linux)
    In this situation, there is not enough memory allocated to the CrashPlan app. To correct the problem, follow the steps below in Solution for any 64-bit system to reinstall the CrashPlan app and adjust your CrashPlan app memory settings.
Solution for any 64-bit system

Step 1: Completely uninstall the CrashPlan app

Follow these instructions to completely uninstall the CrashPlan app.

Step 2: Reinstall the CrashPlan app

Follow the instructions at Install the CrashPlan app.

Step 3: Open the CrashPlan app

  1. If the CrashPlan app opens, continue to Step 4 to update memory settings in the CrashPlan app.
  2. If the CrashPlan app does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for support.

Step 4: Update the CrashPlan app memory settings

  1. Determine how much memory your CrashPlan app needs:
    Backup selection size Memory setting (MB)
    1.5 TB or 1.5 million files 1536
    2 TB or 2 million files 2048
    2.5 TB or 2.5 million files 2560
    3 TB or 3 million files

    3072
    4 TB or 4 millions files 4096
  2. Use the keyboard shortcut for your operating system:
    • Mac: Option+Command+C
    • Windows and Linux: Ctrl+Shift+C
    The command-line area opens.
  3. Enter the command:
    java mx nnnn,restart
    where nnnn is the number for the new memory setting.

    crashplan-memory.png

  4. Press Enter.
    The CrashPlan app closes. The CrashPlan service stops. Then the CrashPlan service restarts.
  5. Open the CrashPlan app.
  6. If the CrashPlan app opens successfully, continue to Step 5.
  7. If the CrashPlan app does not open, or if any of the above-described symptoms reoccurs after following Steps 1 and 2, then contact our Customer Champions for support.

Step 5: Reconnect your backup

If the CrashPlan app opened successfully, reconnect your newly installed CrashPlan app to the backup archives created by the old app, before the symptoms occurred.

Follow the instructions at Replace your device.

Solution for a Windows 32-bit CrashPlan app running on a 64-bit system

If you have a 64-bit Windows operating system, you must ensure that your CrashPlan app is also a 64-bit version.

Step 1: Determine your configuration

Determine if you have a 32- or 64-bit operating system

  1. Open the Windows Start menu.
  2. Select Settings > System > About.
  3. Note the System type. It indicates if you are running a 32-bit or 64-bit operating system.

Determine if you are running a 32-bit version of the CrashPlan app

Follow the applicable set of steps below for your install type (default or per user).

CrashPlan app installed for all users (the default)

Determine whether your CrashPlan app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the list at right, look for the folder Program Files (x86)/CrashPlan.
    • If Program Files (x86)/CrashPlan does exist, you have a 32-bit CrashPlan app running on a 64-bit operating system. Proceed to Step 2.
  5. In the list at right, look for the folder Program Files/CrashPlan.

CrashPlan app installed per user

To determine whether your per user CrashPlan app is a 32-bit or 64-bit version:

  1. Open a file browser.
  2. Navigate to Local Disk (C:) in the left-hand column.
  3. Select Local Disk (C:).
  4. In the explorer search box, enter CrashPlanService.exe.
  5. Press Enter.
  6. In the search results, right-click on the file CrashPlanService.exe.
  7. Select Properties > Compatibility.
    • If the Compatibility mode is Windows XP, you have a 32-bit CrashPlan app running on a 64-bit operating system. Proceed to Step 2.
    • If the Compatibility mode is anything other than Windows XP, you have a 64-bit CrashPlan app running on a 64-bit system. See Solution for any 64-bit system. 

Step 2: Uninstall the CrashPlan app

  1. Open the Control Panel and select Uninstall a Program.
  2. Select CrashPlan and choose Uninstall.

You may be prompted that another user on the device is signed in. If another user is signed in, it may prevent the CrashPlan app from uninstalling completely. Coordinate with other users to ensure all users are signed out of their accounts before continuing.

 Uninstall fails

If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.

Step 3: Download the CrashPlan app for 64-bit Windows

Download the CrashPlan app installer for 64-bit Windows from the CrashPlan console.

Step 4: Reinstall the CrashPlan app

  1. Double-click the EXE file that you downloaded in Step 3.
  2. Follow the prompts to complete the installation.
  3. Sign in with your account information.

See Install the CrashPlan app for additional installation information.

Step 5: Test the results

  1. Verify that backup is running.
    If the CrashPlan app is starting for the first time, start a backup.
  2. Allow the CrashPlan app to run for 24 hours.
  3. Watch for the following symptoms. The CrashPlan app:

    If the CrashPlan app exhibits any of those symptoms, see Solution for any 64-bit system to continue troubleshooting.

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