Lost or forgotten archive key password or custom encryption key

Problem

You have lost or forgotten your archive key password or custom encryption key and need to restore access to your backups.

Environment

• Accounts using one of the following encryption key security settings:
  • Archive key password
  • Custom key

Resolution

Select your encryption key security type below for recovery instructions.

Lost archive key password

Option 1: Reset using your recovery question

If you previously configured a recovery question, you can use it to reset your password directly from the CrashPlan app:

• Open and sign in to the CrashPlan app.
• Click Settings.
• Select the Security tab.
• Next to Archive key password, click Change.
• Click Forgot your password?
• In the Change archive key password window, enter the answer to your security question, a new archive key password, and re-enter the new archive key password to confirm.
• Click Change. Your archive key password is now reset.

Option 2: Create a new user account

If you did not configure a recovery question, or if you forgot the answer, your existing backup archive cannot be recovered. You must create a new account and start your backups over from scratch.

1. Contact your CrashPlan administrator to create a new user account for you.
2. Once the new account is created, go to each device backing up to your old account and perform the following:
   1. Generate a new device ID.
   2. Sign in using the new user account username.
   3. Reselect your files for backup (if needed).
   4. Allow the initial backup to complete.
3. (optional) Your CrashPlan administrator can deactivate your old user account from the CrashPlan console.

Lost custom key

Custom key is set per device. If you forget a device's custom key, your existing backup archive cannot be recovered. You must assign your device a new ID and create a new custom key for it.

1. Generate a new device ID.
2. Sign in to the CrashPlan app.
3. Select Add New Device and click Yes when prompted.
4. The Enter custom key dialogue appears. Click Enter key and set up your new custom key.
5. Click OK.
6. Reselect your files for backup (if needed).
7. Allow the initial backup to complete.
8. (optional) Deactivate the old device from the CrashPlan console.

Additional resources

• Encryption key security options for backup archives