Overview
When a destination is unavailable, the CrashPlan app displays one of the causes listed below:
- Archive missing
- Backup schedule
- Under maintenance
- Not recognized
Review the troubleshooting information below for the message you received.
Archive missing
If an external drive destination is unavailable, the CrashPlan app displays the message "Archive missing - Backup location is not accessible." This error typically appears because the drive name or letter may have changed. See the common cause and solution below for your operating system.
Windows
By default, Windows does not assign a static drive letter to external drives. For instance, if a drive named D:\ is ejected from the device and then reconnected, it may be assigned a different drive letter. If the drive letter changes, the CrashPlan app won't recognize the drive because it's still looking for the old drive letter.
To determine if the drive letter changed:
- Open the CrashPlan app.
- Select
Settings.
- Click Destinations.
- From the list of existing destinations, select the local destination.
- Note the letter that the CrashPlan app expects for your external drive.
- Open a file browser.
- Click Computers in the left panel.
- Compare the letter currently assigned to your drive with the letter the CrashPlan app has associated with the drive.
If the letters are different, assign the drive a static drive letter using the original drive letter to correct the issue.
Mac
If an external drive stops backing up on a Mac, it is likely because the drive didn't unmount cleanly (for example, after a power outage, or disconnection without ejection). When this happens, the drive can leave behind a "ghost" folder in /Volumes, even though the drive is no longer mounted. When the external drive re-mounts to your device, the "ghost" folder name is already taken, so your device adds a “1” to the external drive's name. However, the CrashPlan app looks for a folder with the original name, and that folder belongs to a drive that appears to be no longer connected. Use our troubleshooting guide to diagnose and correct this issue.
Backup scheduled
The "Backup Scheduled - Backup scheduled to begin at X" message displays when the CrashPlan app is set to run between certain hours and it is outside that time period. To adjust the times that the CrashPlan app is able to run:
- Open the CrashPlan app.
- Select
- Select Backup Sets.
- Next to Backup Schedule, select Change.
- Adjust your backup schedule as needed.
These steps assume you have permission to change your backup schedule. Your administrator may prevent editing of this setting.
Under maintenance
If you see the message, "Routine maintenance - Backup will resume automatically when maintenance completes", the destination is currently performing archive maintenance. Archive maintenance is a normal part of the CrashPlan app's operation. Backup will resume and the message will disappear once the maintenance process completes.
Not recognized
The "Not recognized - The destination does not recognize this device" message appears when a destination cannot successfully communicate with the CrashPlan app.
To reauthorize with your destination:
- Open the CrashPlan app.
- If necessary, sign in.
- Open CrashPlan Commands by entering the keyboard shortcut for your operating system:
- Windows: Enter Ctrl+shift+C
- Mac: Enter Option+Command+C
- Enter this command:
deauthorize
You are signed out of the CrashPlan app. - Sign in again to the CrashPlan app.
Contact your administrator if you are still unable to back up to the destination after reauthorizing.
Administrators can also deauthorize devices from the CrashPlan console. The user must still sign in to the CrashPlan app to reauthorize.
Alternative solution
If the solutions described above do not resolve the issue, complete the steps below to remove and re-attach your local destination without deleting the archive.
- Unmount the local destination drive.
Failure to unmount before continuing could result in lost data. - In the CrashPlan app, remove the local destination.
- Mount the local destination drive.
- Attach the local archive.
- View the Home screen to check the status of your backup to the local destination.