Overview
Uninstalling and reinstalling the CrashPlan app can be a useful troubleshooting step for a number of unexpected behaviors, including:
- You are able to sign into the CrashPlan console but not the desktop app
- Issues with the CrashPlan service, network communication, or a corrupted cache file
Before you begin
You must uninstall the app before reinstalling; make sure you complete all the steps to uninstall the CrashPlan app before reinstalling it.
The CrashPlan app can also be uninstalled via script. This should only be done with the supervision of a technical support engineer.
Step 1: Uninstall the app
Uninstalling the app leaves a small amount of information on your device so the CrashPlan app can remember your device when you reinstall.
Windows
- Open the Control Panel and select Uninstall a Program.
- Select CrashPlan 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. Coordinate with other users to ensure all users are signed out of their accounts before continuing.
Uninstall fails
If the uninstallation fails, follow Microsoft's instructions to fix problems that block programs from being installed or removed.
Mac
- Open the Finder.
- Press Command+Shift+G.
A dialog box appears: Go to the folder. - Paste this text into the dialog box:
- Installed for everyone: /Library/Application Support/CrashPlan/Uninstall.app
- Installed per user: ~/Library/Application Support/CrashPlan/Uninstall.app
- Click Go.
If you see the error "The folder can't be found", download the CrashPlan Mac installer, open it, and use the Uninstall app found inside to complete the next steps.
- Double-click Uninstall.
- Follow the prompts to complete the uninstall process.
Linux
- Download the CrashPlan app.
- Uncompress the TGZ file in Downloads.
- Open Terminal and enter:
cd ~/Downloads/crashplan-install - Press Enter.
- Then enter:
sudo ./uninstall.sh -i /usr/local/crashplan - Press Enter.
- At the prompt, type YES to uninstall and press Enter.
Reconnect your backup
Uninstalling leaves behind an identity file so you can resume your backup when you reinstall. If the identity file was removed from your computer, you will be prompted to reconnect your backup using the replace device process.
Step 2: Install the CrashPlan app
- Download the CrashPlan app from App Downloads found in the CrashPlan console.
If you're unable to sign in to the CrashPlan console, see Install the CrashPlan app for direct links. - Once the download completes, run the installer:
- Windows: Double-click the installer file.
- Mac: Double-click the DMG file, then double-click Install CrashPlan
- Linux: Run the install.sh shell script.
- Follow the prompts to complete the installation.
- Sign in to your existing account.
For additional installation information, see Install the CrashPlan app.
File verification scan
After you sign in, the CrashPlan app begins a file verification scan that inspects your file selection for any new, changed, or deleted files. Your backup continues from its previous state.