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 shows "Waiting for connection"
- 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?
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 can't sign in to my account
- What are the CrashPlan for Small Business account password requirements?
- I'm getting an invalid code error when setting up two-factor authentication
- Can I set up two-factor authentication on multiple devices?
- Do I have to use Google Authenticator for two-factor authentication?
- I don't have a smart phone to use for two-factor authentication
Subscriptions and billing
- Why is my payment information not saving?
- 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