Frequently Asked Questions
Restoring and recovering files
- I need to download my files
- I need to recover from ransomware
- I need to replace my device or continue my existing backup
- How do I speed up my download?
- I need to download my files from an external drive
- I need to pause my restore
Code42 app troubleshooting
- CrashPlan crashes or quits unexpectedly
- Why does the Code42 app show Archive Maintenance?
- I need to uninstall CrashPlan
- Why is my backup synchronizing?
- How do I download the Code42 app?
- My CrashPlan icon no longer works
Backup configuration
- Why am I receiving a backup alert?
- Why is my backup not completing?
- How do I speed up my backup?
- Why is my backup smaller than it should be?
- I need to pause my backup
- I need to back up to an external drive
Account administration
- I need to reset my password
- I need to change my account email address
- I need to remove a computer from my account
- I need to add users to my account
- I need to move a device or user to another account
- I need to reset my two-factor authentication
Subscriptions and billing
- I need to cancel my account
- Can I get a refund?
- Why did my subscription expire?
- I need to update my payment information
- I’m getting an ADR_000003 error
- When will I be billed next?