CrashPlan app repeatedly restarts backup or restore (CrashPlan for Small Business)

Overview

If you use the CrashPlan cloud or CrashPlan for Small Business and your backup or restore continuously starts, but then pauses or stops and attempts to restart again, the CrashPlan app may be trying to monitor IPv6 connections.

The CrashPlan cloud and CrashPlan for Small Business do not support IPv6. If your network is using IPv6 and you are on the CrashPlan cloud or use CrashPlan for Small Business, the CrashPlan app may try to monitor the IPv6 connections, which can cause the CrashPlan app to disconnect or restart during backups and restores. This article explains how to configure the CrashPlan app to stop monitoring IPv6 connections.

Diagnose

IPv4 and IPv6 addresses have different formats.

  • IPv4 addresses look like a short string of numbers (like 192.168.0.01).
  • IPv6 addresses look like a longer string of numbers and letters (like /fe80:0:0:0:0:ffff:ffff:fffe%net3).

To diagnose this issue, check your service logs to see if there are numerous entries with IPv6 addresses like the following:

[01.24.18 11:45:43.452 INFO  04_NIWatcher de42.net.NetworkInterfaceWatcher] NIW:: Changed - added: [/fe80:0:0:0:0:ffff:ffff:fffe%net3], removed=[/fe80:0:0:0:2028:3b7b:d9a3:797e%net3,/2001:0:9d38:6ab8:2028:3b7b:d9a3:797e]
[01.24.18 11:45:43.452 INFO  04_NIWatcher ice.proxy.ProxyAutoConfigService] PROXY:: Interface change detected, updating proxy settings
[01.24.18 11:45:43.452 INFO  DefaultGroup .crashplan.messaging.peer.PeerGroup] PG::DefaultGroup DONE Managing connected remote peers. numConnected=5, numFailedConnectedCheck=0, duration(ms)=0
[01.24.18 11:45:55.801 INFO  ystemWatcher ssaging.network.nio.MessageQueue] MW:: STATS:UI : numWorkers=2, queue.size=0, MessageQueueStats[num=0, numSinceLast=0, handling=Counter[count = 0, rate = 0.00, rollingRate = 0.00], waiting=Counter[count = 0, rate = 0.00, rollingRate = 0.00], workload=1.000]

If you do see multiple entries, try the recommended solution below.

For more information on how to check your service logs, see Read CrashPlan app log files (CrashPlan for Small Business).

To stop monitoring IPv6:

  1. Sign in to the CrashPlan app.
  2. Use the keyboard shortcut to open the command line for your operating system:
    • Windows: Ctrl+Shift+C
    • OS X: Option+Command+C
    • Linux: Ctrl+Shift+C
      The CrashPlan app command line opens.
  3. Type this command:
    prop.set preferIPv4Stack true save
  4. Press Enter.
    The following confirmation message appears. If it does not appear, restart your device and enter the command again.

  5. Restart your device.
  6. In the command line, enter prop.show.
  7. Verify that preferIPv4Stack true is listed. If it is not listed, try this process one more time before contacting our technical support agents for CrashPlan for Small Business support

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