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  2. Frequently Asked Questions

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
See all 11 articles

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?
See all 20 articles

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
See all 10 articles

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
See all 17 articles

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?
See all 16 articles