Code42 app does not run

Overview

In many cases, the Code42 app's default memory setting supports backing up as much as 1 TB (1,024 GB) of data or as many as 1 million files. However, you may need to assign more or less system memory if the Code42 app:

• Does not open when launched
• Closes abruptly while backing up files
• Opens, but displays the message: Cannot connect to background service

This article describes how to diagnose the problem. Depending on your hardware and Code42 app installation, it directs you to instructions for resuming successful backups.

Affects

Version 6.0.x of the Code42 app.

Diagnose

If running the Code42 app leads to any one of the symptoms described above, first determine whether you have a 32- or 64-bit installation:

• Mac or Linux.
• Windows:

1. Open a file browser.
2. Navigate to Local Disk (C:) in the left-hand column.
3. Select Local Disk (C:).
4. In the list at right, look for the folder Program Files (x86).

• If Program Files (x86) does not exist, your operating system is 32-bit.
  
• If Program Files (x86) does exist, your operating system is 64-bit. 

Diagnose on 64-bit Windows

On a 64-bit Windows system, follow the steps below to determine whether you are using a 32- or 64-bit version of the Code42 app:

Code42 app installed for all users (the default)

Determine whether your Code42 app is a 32-bit or 64-bit version:

1. Open a file browser.
2. Navigate to Local Disk (C:) in the left-hand column.
3. Select Local Disk (C:).
4. In the list at right, look for the folder Program Files (x86)/CrashPlan.

• If Program Files (x86)/CrashPlan does exist, you have a 32-bit Code42 app running on a 64-bit operating system. 

5. In the list at right, look for the folder Program Files/CrashPlan.

• If Program Files/CrashPlan does exist, you have a 64-bit Code42 app running on a 64-bit system. 
• If Program Files/CrashPlan does not exist, your Code42 app runs for a single user rather than all users of your machine.

Code42 app installed per user

To determine whether your per user Code42 app is a 32-bit or 64-bit version:

1. Open a file browser.
2. Navigate to Local Disk (C:) in the left-hand column.
3. Select Local Disk (C:).
4. In the explorer search box, enter CrashPlanService.exe.
5. Press Enter.
6. In the search results, right-click on the file CrashPlanService.exe.
7. Select Properties > Compatibility.

• If the Compatibility mode is Windows XP, you have a 32-bit Code42 app running on a 64-bit operating system. 
• If the Compatibility mode is anything other than Windows XP, you have a 64-bit Code42 app running on a 64-bit system.