A CrashPlan backup alert email indicates that a device has not backed up for a set number of days. CrashPlan sends an alert email when the device first passes the warning threshold without backing up, and another if it passes the critical threshold. The email reports that the device named under Computer Name "has been unable to reach any backup destinations", and shows how long ago it last backed up under Last Backup. Devices typically resume backing up automatically once the cause is resolved.
Three situations typically need no troubleshooting:
- The device has been off, asleep, or offline: No action is needed. The device resumes backing up when it is on and connected to the internet.
- Archive maintenance is running: The CrashPlan app shows a maintenance status, such as "Routine maintenance", for the backup destination. Archive maintenance on a large backup archive can take a day or more, and the device does not back up to that destination while it runs. No action is needed. Backup resumes automatically once maintenance completes.
- The device is no longer in use: A device that no longer backs up keeps a backup alert status in the CrashPlan console until it is deactivated. Deactivating a device stops alerting, but also starts the deletion of its backed-up files, so restore any files you still need from its backup first. Administrators can deactivate the device in the CrashPlan console.
Check the CrashPlan app on the device
The CrashPlan app can give more detail about why a device named in a backup alert email is not backing up. Open the CrashPlan app on the device named in the email. The next step depends on the result:
- No CrashPlan app on the device: The CrashPlan app has been removed, and the device cannot back up without it. Download and install the CrashPlan app, and sign in. If the app then prompts you to replace an existing device, follow Replacing your device, so that the device continues its existing backup. If your organization centrally manages CrashPlan, contact your CrashPlan administrator.
- A message about the CrashPlan service: The CrashPlan app displays "The CrashPlan service has encountered a problem" when it cannot reach the CrashPlan service, which runs backups in the background. Start the CrashPlan service, then open the CrashPlan app again and sign in if prompted.
- A sign-in screen: Sign in to the CrashPlan app, then check the Home screen for a status message. A device that is signed out (deauthorized) does not back up, and it resumes once you sign in.
- A backup in progress: The device has already resumed backing up. Keep it on and connected to the internet until the backup completes.
- A backup schedule message: The status message "Backup scheduled to begin at [time]" or "Unable to back up - not scheduled to run" means that the device backs up only during set hours, and that backups cannot be run outside of those hours. Keep the device on and connected during the scheduled time frame, or change the schedule in Settings > Backup Sets > Backup Schedule.
- Other status messages: The status message next to the backup destination gives the reason the device is not backing up, such as "Waiting for connection" or "Unable to back up - running on battery". Find the message in CrashPlan app status message reference for what it means and how to resolve it.
Backup runs whether or not the CrashPlan app is open, so you can close the app after troubleshooting or confirming the backup status.
Troubleshoot devices in a backup alerts report
CrashPlan administrators receive alerts for the devices in their organization in a backup alerts report, with the subject "New CrashPlan Backup Alerts". The report lists each device that has just passed the organization's warning or critical threshold. Backup status report emails reference describes the report and its columns.
The situations that typically need no troubleshooting apply to these devices as well, and each device's user can check the CrashPlan app on it. To troubleshoot a device as an administrator, start from its Last Connect and Last Backup values in the report:
- Last Connect matches Last Backup: The device has not connected to the CrashPlan cloud since it last backed up. Follow Troubleshooting offline or disconnected devices.
- Last Connect is more recent than Last Backup: The device connects to the CrashPlan cloud but does not back up. Follow Troubleshooting device backup issues.
If the report regularly lists devices that are off for a short time, or otherwise alerting during normal operation, raise the organization's alert thresholds.
Confirm that backup has resumed
Once the cause is resolved, the CrashPlan app's Home screen shows the backup running. To start the backup immediately, click Run backup now next to the backup destination on the Home screen. Run backup now is unavailable while the CrashPlan app is preparing the backup or synchronizing with the destination, and outside the backup schedule. The backup starts on its own once preparation finishes or the scheduled time frame begins.
To check a device that is not with you:
- In the CrashPlan console: Sign in to the CrashPlan console and review the device's Last Backup Activity and Alerts status. The Alerts status returns to OK once the device backs up.
- In the CrashPlan app: Ask the user who owns the device to open the CrashPlan app on it, which shows the backup status in real time.
If the device still does not back up
If a device named in a CrashPlan backup alert email or backup alerts report still does not back up, contact your CrashPlan administrator, or contact CrashPlan technical support if you are the administrator. Include the device name from the email, the device's operating system, and what the CrashPlan app displays.