Review this troubleshooting article if you are experiencing any of the following:
- The CrashPlan app is unable to connect to backups.
- The CrashPlan app is reporting incorrect information about your backup status, or it reports that it is backing up your entire device all over again.
- The CrashPlan app reports that there are no files to download, or some files appear to be missing from the Restore Files or Get Files view.
Under the hood
The CrashPlan app stores a cache of temporary information on your device, much like a web browser does. This cache includes information about all of your destinations, the data you have on your device, and a number of settings that help the CrashPlan app run efficiently.
Sometimes this cache becomes outdated or gets modified by another process on your device. This can cause CrashPlan app to report inaccurate information about your backup status, the files that are available for download, and more.
Once you clear your cache, the CrashPlan app immediately erases its cache files on your device and starts synchronizing your file selection to your backup destinations. Clearing the cache does not impact the data stored in your backups or change your settings. Manually clearing the cache can address issues with online destinations, as well as local backups.
While it may look like the backup process is starting over, it is not. The CrashPlan app is rebuilding your cache. Please allow time for this process to complete.
Clearing the cache is a quick procedure you can use to troubleshoot issues in the CrashPlan app.
- Open the CrashPlan app.
- If necessary, sign in to your account.
Open CrashPlan Commands using one of the following methods:
- Double-click the CrashPlan logo in the upper-left corner.
- Enter the keyboard shortcut for your operating system:
- Windows: Ctrl+Shift+C
- Mac: Option+Command+C
- Linux: Ctrl+Shift+C
- Enter the following command and press Enter:
The CrashPlan app closes.
- Open the CrashPlan app and sign in. The cache is rebuilt after signing in.
If you are unable to access CrashPlan Commands, you can clear the cache manually.
- Stop the CrashPlan service.
- Navigate to the cache directory for your operating system:
To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy for file locations.
To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path. If you installed per user, see the file and folder hierarchy.
- Windows: C:\ProgramData\CrashPlan\cache
- Delete all files and folders found within this folder.
Mac only: When prompted, enter your password.
- Empty your device's trash.
- Start the CrashPlan service.
If clearing the cache did not solve your issue, please try uninstalling and reinstalling the CrashPlan app.