CrashPlan app does not run

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If the CrashPlan app: might have one of the following situations:

  • You are using an unsupported version of CrashPlan or installing CrashPlan on an unsupported operating system.
    In this situation, the CrashPlan app may not run because it is in an unsupported state. To resolve, upgrade to a supported version of the CrashPlan app and make sure you are running a supported operating system.
  • 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 supported system to reinstall the CrashPlan app and adjust your CrashPlan app memory settings.

Solution for supported systems

Follow these directions if you encounter the issues described in the Overview and run a supported CrashPlan app on a supported 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

  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 technical support team.

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


4 TB or 4 millions files 4096
  1. 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.
  2. Enter the command:
    java mx nnnn,restart
    where nnnn is the number for the new memory setting.
  3. Press Enter.
    The CrashPlan app closes. The CrashPlan service stops. Then the CrashPlan service restarts.
  4. Open the CrashPlan app.
  5. If the CrashPlan app opens successfully, continue to Step 5.
  6. 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 technical support team.

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 unsupported configurations

If you are running a supported OS, you may be running an unsupported version of the CrashPlan app. Uninstall and reinstall CrashPlan using the latest version of the app installer.

On older OSes, the CrashPlan app may run inconsistently or not at all. Update your operating system or install a supported operating system to run supported versions of CrashPlan.


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