Start, restart, or stop the CrashPlan service

The CrashPlan app displays "The CrashPlan service has encountered a problem" instead of its Home screen when it cannot reach the CrashPlan service, usually because the service has stopped. The CrashPlan app has two parts: the app window that you interact with, and the CrashPlan service, which runs in the background and does the work of sending and receiving backup data. While the service is stopped, the computer does not back up.

Restart the computer

Restarting the computer is the simplest way to start the CrashPlan service. It works on all operating systems and does not need administrator access on the computer.

1. Restart the computer, and sign in to it.
2. Wait a few minutes for the CrashPlan service to start, then open the CrashPlan app.
   The app opens to its Home screen, or asks you to sign in.

If the CrashPlan app still displays "The CrashPlan service has encountered a problem", start the CrashPlan service from the operating system.

Start the CrashPlan service without restarting the computer

Starting the CrashPlan service from the operating system needs administrator access on the computer, unless the CrashPlan app is installed for one user account only. Without administrator access, restart the computer instead, or contact your administrator.

If the service does not start, or the CrashPlan app still displays the message while the service is running, troubleshoot starting the CrashPlan service.

Windows

To start the CrashPlan service on Windows:

1. Open the Start menu, type Services, and open the Services app.
2. Find CrashPlan Service in the list of services:
   • CrashPlan Service is listed: If its status is not Running, right-click it and select Start.
     The status of CrashPlan Service is Running.
   • CrashPlan Service is not listed: The CrashPlan app is likely installed for your Windows account only. Follow these steps:
     1. Press Windows+R.
     2. Enter the path for your computer, and click OK. The path depends on how the computer is set up:
        • Most computers: %LOCALAPPDATA%\Programs\CrashPlan\CrashPlanService.exe
        • Roaming profiles: %APPDATA%\Programs\CrashPlan\CrashPlanService.exe
     3. If Windows displays "Location is not available", uninstall and reinstall the CrashPlan app.
3. Open the CrashPlan app.
   The app opens to its Home screen, or asks you to sign in.

Mac

To start the CrashPlan service on a Mac:

1. Press Command+Space, type Terminal, and press Return to open Terminal.

2. Enter the following command, and press Return:

   sudo launchctl load /Library/LaunchDaemons/com.crashplan.service.plist

3. When prompted, enter your Mac password and press Return. Terminal does not display the password as you type it.
4. The next step depends on what Terminal displays:
   • No message: The CrashPlan service has started.
   • "service already loaded": The CrashPlan service is already running.
   • "Load failed: 5: Input/output error": The CrashPlan app is likely installed for your Mac account only. Follow these steps:

     1. Enter the following command, and press Return:

        launchctl load ~/Library/LaunchAgents/com.crashplan.service.plist

     2. If Terminal displays the same error, uninstall and reinstall the CrashPlan app.
5. Open the CrashPlan app.
   The app opens to its Home screen, or asks you to sign in.

Linux

To start the CrashPlan service on Linux:

1. Open a terminal.

2. Enter the following command, and press Enter:

   sudo systemctl start crashplan

3. When prompted, enter your password and press Enter.
4. If the terminal displays "Unit crashplan.service not found", uninstall and reinstall the CrashPlan app.
5. Open the CrashPlan app.
   The app opens to its Home screen, or asks you to sign in.

Troubleshoot starting the CrashPlan service

If the CrashPlan service does not start on Windows, the next step depends on the error or behavior:

• Windows displays "Error 1053: The service did not respond": Follow Cannot start CrashPlan service, "Error 1053: The service did not respond".
• Windows displays "Error 2: The system cannot find the file specified": Uninstall and reinstall the CrashPlan app.
• CrashPlan Service is still not listed after reinstalling the CrashPlan app: The installation likely did not create the CrashPlan service. Follow CrashPlan service missing after a Windows installation.

If the CrashPlan service is running and the CrashPlan app still displays "The CrashPlan service has encountered a problem", security software on the computer can block the CrashPlan app from reaching the CrashPlan service. Add an exception for the CrashPlan app in the security software. If the message remains, uninstall and reinstall the CrashPlan app.

If the problem remains, contact your CrashPlan administrator, or contact CrashPlan technical support if you are the administrator. Include the computer's operating system, any error message, and what the CrashPlan app displays.

Restart the CrashPlan service

Restarting the computer restarts the CrashPlan service. The service can also be restarted from the CrashPlan app or the CrashPlan console, or by stopping the CrashPlan service and then starting it from the operating system.

Restart the CrashPlan service from the CrashPlan app

Restarting the CrashPlan service from the CrashPlan app works when the app opens to its Home screen. To restart the service from the app:

1. Open the CrashPlan app, and sign in if prompted.
2. Open the CrashPlan Commands window in one of these ways:
   • CrashPlan logo: Double-click the logo in the upper-left corner of the app.
   • Keyboard shortcut: Press Ctrl+Shift+C on Windows or Linux, or Option+Command+C on Mac.
3. Enter restart and press Enter.
   The CrashPlan app closes, and the CrashPlan service restarts.
4. Wait a few minutes, then open the CrashPlan app again.

Restart the CrashPlan service from the CrashPlan console

CrashPlan administrators can restart the CrashPlan service on a device from the CrashPlan console. This needs a role with the system.command_restricted permission, such as Org Admin or Customer Cloud Admin. Other roles that have it are listed in User Roles reference.

1. Sign in to the CrashPlan console.
2. Select Administration > Environment > Devices.
3. Select the name of the device.
4. Click the action menu and select Restart Backup Engine.

Restart Backup Engine is available while the device is connected to the CrashPlan cloud. For a device that is not connected, start the CrashPlan service on the device itself.

Stop the CrashPlan service

Stop the CrashPlan service when it needs to stay stopped for a period of time, or to restart it manually by stopping it and then starting it. The computer does not back up while the service is stopped, and stopping it needs the same access as starting it. To stop the CrashPlan service:

• Windows: Find CrashPlan Service in the Services app:
  • CrashPlan Service is listed: Right-click it and select Stop.
  • CrashPlan Service is not listed: Open Task Manager, search for CrashPlanService, right-click the result, and select End task.
• Mac: In Terminal, enter sudo launchctl unload /Library/LaunchDaemons/com.crashplan.service.plist, then check what Terminal displays:
  • No message: The CrashPlan service has stopped.
  • "Unload failed: 5: Input/output error": Enter launchctl unload ~/Library/LaunchAgents/com.crashplan.service.plist instead.
• Linux: In a terminal, enter sudo systemctl stop crashplan.

To start the CrashPlan service again, restart the computer, or follow Start the CrashPlan service without restarting the computer.