Frequently Asked Questions
Restoring and recovering files
- I want to keep my deleted files longer than 90 days
- Can I select an option to download only deleted 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?
Code42 app troubleshooting
- What's the difference between "Last backup activity" and "Last completed backup"?
- 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?
Backup configuration
- How do deleted file retention settings apply to external drives?
- October 2021 Product Changes FAQ
- Why is CrashPlan excluding files?
- Why can’t I keep deleted files forever?
- When are old versions and deleted files removed?
- What is a deleted file?
Account administration
- What does it mean when my operating system is no longer supported?
- 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?
Subscriptions and billing
- Can I pay via bank transfer, direct deposit, or invoice?
- I need to update my billing address
- Why is my payment information not saving?
- I need to cancel my account
- Can I get a refund?
- Why did my subscription expire?