Overview
If the CrashPlan app:
- Does not open when launched
- Closes abruptly while backing up files
- Opens, but displays the message: Cannot connect to background service
...you might have one of the following situations:
-
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
Follow these directions if you you encounter the issues described in the Overview and run a 64-bit CrashPlan app on a 64-bit Windows, Mac, or Linux system.
By default, memory allocation is dynamically set to use 25% of the physical memory on the device. However, to correct performance problems, you may need to assign more or less system memory.
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 in Install the CrashPlan app for CrashPlan.
Step 3: Open the CrashPlan app
- If the CrashPlan app opens, continue to Step 4 to update memory settings in the CrashPlan app.
- 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
- 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 |
- Use the keyboard shortcut for your operating system:
- Windows: Ctrl+Shift+C
- Mac: Option+Command+C
-
Linux: Ctrl+Shift+C
The command-line area opens.
- Enter the command:
java mx nnnn,restart
where nnnn is the number for the new memory setting. - Press Enter.
The CrashPlan app closes. The CrashPlan service stops. Then the CrashPlan service restarts. - Open the CrashPlan app.
- If the CrashPlan app opens successfully, continue to Step 5.
- 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, follow the instructions in Replace your device using CrashPlan to reconnect your newly installed CrashPlan app to the backup archives created by the previous installation.
Solution for a Windows 32-bit CrashPlan app running on a 64-bit system
If your Windows version is 64-bit, you must ensure that your CrashPlan app is also a 64-bit version.
Step 1: Determine your configuration
Follow the steps below to determine both your operating system version and CrashPlan app version.
Determine if you have a 32- or 64-bit operating system
- Open the Windows Start menu.
- Select Settings > System > About.
- 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)
To determine whether your CrashPlan app is a 32-bit or 64-bit version:
- From the Windows Start menu, open File Explorer.
- Navigate to Local Disk (C:) in the left-hand column.
- Select Local Disk (C:).
- In the list at right, look for:
- CrashPlan app version 8.2 and later: C:\Program Files\CrashPlan
- CrashPlan app version 8.0 and earlier: C:\Program Files\CrashPlan
- Do one of the following:
- If you see C:\Program Files (x86)\CrashPlan or C:\Program Files (x86)\CrashPlan, you have a 32-bit CrashPlan app running on a 64-bit operating system. Proceed to Step 2.
- If you see C:\Program Files\CrashPlan or C:\Program Files\CrashPlan, you have a 64-bit CrashPlan app running on a 64-bit system. Proceed to Solution for any 64-bit system.
Note: If C:\Program Files\CrashPlan or C:\Program Files\CrashPlan does not exist, your CrashPlan app runs for a single user rather than all users of your machine. See CrashPlan app installed per user, below.
CrashPlan app installed per user
To determine whether your per user CrashPlan app is a 32-bit or 64-bit version:
- From the Windows Start menu, open File Explorer.
- Navigate to Local Disk (C:) in the left-hand column.
- Select Local Disk (C:).
- In the search box, enter:
- CrashPlan app version 8.2 and later:
CrashPlanService.exe - CrashPlan app version 8.0 and earlier:
CrashPlanService.exe
- CrashPlan app version 8.2 and later:
- Press Enter.
- In the search results, right-click the file CrashPlanService.exe or CrashPlanService.exe.
- 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
If you run a 32-bit CrashPlan app on a 64-bit system, you must uninstall the CrashPlan app before installing the 64-bit version.
- Open the Control Panel and select Uninstall a Program.
- Select CrashPlan (version 8.2 and later) or CrashPlan CrashPlan (version 8.0 and earlier) 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.
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
- Double-click the installer file that you downloaded in Step 3.
- Follow the prompts to complete the installation.
- Sign in with your account information.
See Install the CrashPlan app for CrashPlan for additional installation information.
Step 5: Test the results
- Verify that backup is running.
If the CrashPlan app is starting for the first time, start a backup. - Allow the CrashPlan app to run for 24 hours.
- Watch for the following symptoms. The CrashPlan app:
- Does not open when launched
- Opens, but displays the message: Cannot connect to background service
- Closes abruptly while backing up files
- If the CrashPlan app exhibits any of those symptoms, see Solution for any 64-bit system to continue troubleshooting.