Code42 FAQs

If your device has a very large file selection, sometimes CrashPlan needs to be allocated more system memory (RAM) in order to properly process the full amount of your data. This is typically indicated by the CrashPlan application quitting unexpectedly shortly after opening. To resolve, you can allocate more memory using the CrashPlan Command Line Interface:

1. Open the CrashPlan app

2. Press Shift + Control + C (Option + Command + C on Mac) to open the CrashPlan command line interface

3. Enter the following command, using a value appropriate for the size of your backup selection (for example, 4096 for a 4 TB selection): java mx 4096

4. Press Enter on the keyboard. The CrashPlan app closes after you enter this command and you can re-open it manually.

The value you use will depend on the amount of data you have selected, and is allocated in 1024mb increments per TB of data. Some common values are listed below:

2 TB - 2048

3 TB - 3072

4 TB - 4096

5 TB - 5120

10 TB - 10240

If it looks like the Code42 app is restarting your entire backup unexpectedly, it may actually be running a file verification scan. The scan is an important and normal part of the Code42 app's scheduled activities, but it can also be triggered by several events:

Changing the file selection: If you update your backup file selection, either to add or remove files, the scan runs to look for new, changed, or deleted files.

Replacing your device: After replacing a device (for example, if you recently changed devices), the scan runs to compare the files on your device to the files in your existing backup archive.

Clearing your cache: The cache includes information about your destinations and the data on your device. When the cache is cleared, a file verification scan initiates to help rebuild this information.

Attaching an external drive: When you attach an external drive, the scan runs to compare the files on the drive to the files in your existing backup archive.

At device reconnection: If the device is powered off or asleep at the scheduled scan time, the scan runs 30 minutes after the device reconnects.

Manually: The file verification scan can be triggered at any time from the Backup Set Settings Menu.

The file verification scan inspects your file selection for any new, changed, or deleted files that real-time file watching may have missed. Think of it as a second line of defense for detecting changes to your backup file selection.

After the file verification scan completes, CrashPlan may require additional file information validation tasks be performed, such as Data Deduplication.

Data Deduplication is the process of comparing local scan information with the data which is stored in the cloud backup archive, to determine whether it needs to be backed up, either fully or incrementally. If the Code42 App determines that a scanned file is present in the cloud archive, it skips to the next file entry and repeats this process until it reaches the end of the backup file manifest. Data Deduplication will take longer to complete for large and/or complex archives, though the process will be much faster than if the Code42 App were uploading all files to the cloud again.

The Code42 App will prioritize backup data which has changed or has been added to the selection recently, meaning that deduplicating may not begin until any new or modified data has been uploaded. Once this initial ‘new data’ upload is complete, deduplication will allow the remaining portion to complete quickly. This process will resemble your backup sending files to the cloud, and displays an estimated completion time which is calculated as if all files need to be uploaded.

SometimesCrashPlan may display error messages such as "Service is currently unavailable" or "Code42 cannot connect to it's background service". This is typically because the CrashPlan service is unable to run.

First, check to ensure that your operating system is still supported - an out-of-date operating system can commonly cause these problems. We support the following operating systems:

Windows

Windows 10

Windows 8.1

Windows Server 2019 Standard

Windows Server 2016 Standard

Windows Server 2012 R2 Standard

Mac

macOS Catalina 10.15

macOS Mojave 10.14

macOS High Sierra 10.13

Linux

Red Hat Enterprise Linux 8.1

Red Hat Enterprise Linux 7.7

Red Hat Enterprise Linux 7.6

Red Hat Enterprise Linux 7.5

Ubuntu 18.04

Ubuntu 16.04

If your operating system is not the issue, this problem can often be resolved with a simple uninstall and re-install, which will ensure that your application is up to date and will not affect the status of your backup or integrity of your data.

Steps for Windows:

Open the Control Panel and select Uninstall a Program.

Select Code42 CrashPlan and choose Uninstall.

You may be prompted that another user on the device is signed in. If another user is signed in, it may prevent the Code42 app from uninstalling completely. We recommend coordinating with other users to ensure all users are signed out of their accounts before continuing.

Steps for Mac:

Open the Finder.

Press Command+Shift+G.

A dialog box appears: Go to the folder.

Paste this text into the dialog box:

Installed for everyone: /Library/Application Support/CrashPlan/Uninstall.app

Installed per user: ~/Library/Application Support/CrashPlan/Uninstall.app

Click Go.

Double-click Uninstall.

Follow the prompts to complete the uninstallation process.

Steps for Linux:

Download the Code42 app.

Uncompress the TGZ file in Downloads.

Open Terminal and enter: cd ~/Downloads/crashplan-install

Press Enter.

Then enter: sudo ./uninstall.sh -i /usr/local/crashplan

Press Enter.

At the prompt, type YES to uninstall and press Enter.

CrashPlan for Small Business Support Availability

CrashPlan for Small Business support will have limited availability on the following days:

Tuesday, January 14thfrom 7:00 am - 1:30 pm( Standard support hours &availability resume at 1:30 pm U.S. Central time)

Friday, January 17thfrom 7:00 am - 11:00 am ( Standard support hours & availability resume at 11:00 am U.S. Central time)

Monday, January 20th: Martin Luther King Jr. Day ( Standard support hours resume the following day)

Monday, February 17th: Presidents' Day( Standard support hours resume the following day)

No technical phone support

No chat support

Please open a ticket

Incoming tickets will be monitored for Urgent priority issues.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availability as well.For details, please see the Community link below:

Enterprise Support Availability for January and February 2020

CrashPlanfor Small Business uses two separate methods to determine which files are within your file selection.

Your operating system’s real-time file watcher

CrashPlan’s on-demand scan, the File Verification Scan.

Your operating system real-time file watcher service will be running and automatically reporting file selection changes to CrashPlan, which CrashPlan will then append to the backup ‘to do’ list for analysis and upload, once the next backup interval begins.

The File Verification Scan will run, by default, daily at 3:00 AM. If the computer is powered off, asleep or offline during this time, the scan will be delayed until CrashPlan is able to start and connect once again. The File Verification Scan schedule can be configured within the CrashPlan for Small Business Administration console.

You may want to view past scan completion times to get an idea of how long they have taken to complete. This information can be viewed by selecting Tools > History on Windows or Window > History on Mac.

Step 1: Add Users

With your CrashPlan for Small Business free trial or subscription, you can add as many users as you need. We recommend adding a CrashPlan for Small Business user for each person in yourorganization. If you are the only person in your small business, skip to Step 2.

For instructions on how to add users, check out this video: Adding users from the CrashPlan for Small Business administration console

Step 2: Sign in and complete setup

To protect all of your data, it's important to back up all your devices.

Download and install

After confirming your hardware and software meet our system requirements, add devices as follows:

Sign in to the administration console.

Go to App Downloads.

Downloadand installthe Code42 app.

Sign in and complete setup

Once you've installed the Code42 app, sign in and complete setup to start backing up your data.

Enter your account's Email address and Password, then click Continue.

Click Add destinations.

To back up to Code42 cloud, selectCrashPlan PRO Online.

To back up to a local destination:

SelectAdd Local Destination

Select the device or folder to which you want to back up, and clickOpen.

ClickSave.

Step 3: Back up your most important data

Now that you've set up your users and devices, make sure you're backing up your most important data. Consider backing up the following:

User files: CrashPlan for Small Business is designed to back up the files that matter to you, not system and application files.

External drives: If an external drive is attached to the computer, you can select it for backup.

NAS: You can use CrashPlan for Small Business to back up network attached storage (NAS) on Mac and Linux. If the volume is mounted on the device, you can add it just as you would a local drive. Please note that NAS backup is not available on Windows devices.

To select files, select the Home button in the CrashPlan for Small Business application and click Manage Files.

When the backup is unable to reach 100\% complete, this is usually because CrashPlan is "Unable to back up 'X' files." You would see this in the History tab of the CrashPlan app installed on your computer. The message "Unable to back up 'X' files (next attempt within Y minutes)" means that CrashPlan is trying to back up certain files but cannot access them. This may happen if:

The normal method of backing up open files fails when in use by another application.

The file is locked due to permissions or other issues.

CrashPlan is backing up system or application files that it should not be.

Steps for Windows

Open a file browser and paste the following location into the address bar:

Installed for everyone: C:\ProgramData\CrashPlan\log

Installed per user: C:\Users\<username>\AppData\<Local or Roaming>\CrashPlan\log

Open thebackup_files.log.0file in a text editor.(For Code42 app version 7.0, open thebackup_files.logfile.)

Most problem files can be found towards the end of the log file.

A file failing to back up is noted with a "W" at the start of the line:

W 01/06/13 12:00PM 42 - C:\Users\John\Blackberry\Backup\BlackBerry Tour 9630-1.ipd

A file backing up successfully is noted with an "I" at the start of the line:

I 01/06/13 12:00PM 42 50cd0afdb853e65f1f47c31407ce9a4a 0 C:\Users\Jill\Documents\Outlook Files\outlook.pst (200483653) [1,0,200483653,0,0,0,0]

Steps for MacOS

Open the Finder.

Press Command+Shift+G, and paste the following file path into the dialog:

Installed for everyone: /Library/Logs/CrashPlan

Installed per user: ~/Library/Logs/CrashPlan

Press Enter.

Open thebackup_files.log.0file with TextEdit.(For Code42 appversion 7.0, openthebackup_files.logfile.)

This document lists every file that the Code42 app has backed up. However, any log lines beginning with a "W" signify a file the Code42 app wasn't able to back up at that time.

Steps for Linux

Open Terminal.

Enter: cd /usr/local/crashplan/log/

This command accesses the logs directory.

Enter:nano backup_files.log.0

For Code42 app version 7.0,enter:nano backup_files.log

The file opens in nano.This document lists every file that the Code42 app attempted to back up. Any log lines beginning with a "W" signify a file that the Code42 app wasn't able to back up at that time.

---------------------------------

Once you have identified the problem files, you can determine the best course of action. Usually these files are inconsequential system or application files and can be safely removed from the file selection by selecting Manage Files in the CrashPlan application. If the files not backing up appear to be important or you are not sure what the best course of action is, please reach out to our Technical Support team for further assistance.

The collection of files that the Crashplan app backs up is your backup file selection. CrashPlan is designed to back up the following:

User files: CrashPlan for Small Business is designed to back up the files that matter to you, not system and application files.

External drives: If an external drive is attached to the computer, you can select it for backup.

NAS: You can use CrashPlan for Small Business to back up network attached storage (NAS) on Mac and Linux. If the volume is mounted on the device, you can add it just as you would a local drive. Please note that NAS backup is not available on Windows devices.

To select files, select the Home button in the CrashPlan for Small Business application and click Manage Files.

CrashPlan users can expect to back up about 10-30 GB of information per day on average if their computer is powered on and not in standby mode. We are a shared service, which means that upload and download speeds depend on the number of users connected at any given point. CrashPlan estimates the total time that it will take to upload your data based on your current network speeds. This estimation will fluctuate over the time of your initial backup.

There are several things you can adjust to complete your initial backup sooner:

Refine your file selection

Increase CPU percentage available for CrashPlan to use.

Prevent your computer from going to sleep so that CrashPlan can work all day and night.

Extend the default backup frequency time

Refine your file selection

If you select your entire hard drive, including system and application files, CrashPlan may not back up your personal files efficiently. Your computer creates new system and application files frequently, which are small. Because CrashPlan prioritizes its to-do list based on file size and creation date, this data is backed up before other files in your backup selection.

Increase CPU available to CrashPlan

CrashPlan requires system resources to encrypt, compress, and de-duplicate your files before sending. You can increase the amount of CPU CrashPlan can dedicate to these activities, which will usually improve the speeds CrashPlan can upload at. To change this setting:

1. Launch the installed CrashPlan for Small Business desktop application.

2. Select the Settingsicon in the upper-right of the CrashPlan application window.

3. Select the Usage tab

4. Increase the percentage as desired under the "When user is away, use up to" and "When user is present, use up to" fields.

Prevent your computer from going to sleep

CrashPlan doesn’t run and can't upload data if your computer is asleep or turned off. CrashPlan only runs when the computer is on and the hard drive is powered on. Check your system settings to ensure your device is not regularly going to sleep and interrupting backups.

Extend the default backup frequency time

CrashPlan assumes that what you're working on now is most important so prioritizes your most recently changed files and backs them up first.

The default setting is to back up new information every 15 minutes. This offers great protection for backing up your files right away and allows you to easily revert to a previous version of a file. However, it also means that CrashPlan uses some resources to back up frequent versions of your files as you work.

Extending the default backup frequency time allows CrashPlan to work through your files without the the additional workload of backing up multiple versions of your files. The trade off to extending the backup frequency time is that your new files and changes won't be backed up as quickly. To change this setting:

To get back up and running with CrashPlan for Small Business, you can use our automated process to replace your device. This process will be helpful if you are trying to:

* Move a backup to a new computer

* Replace an old computer

* Replace your computer's main hard drive

* Recover after an operating system reinstall

By reconnecting to the previous computer's backup archive, you avoid repeating the initial full backup. Follow the instructions below to replace your device.

To continue a backup which you had started on another computer, or which your current installation of CrashPlan has lost connection to:

If you have not already done so, you will first need to download and install the Code42 app onto the computer which you will be using to back up going forward. When you install and sign in, a new backup device ID is created and added to the account.

You will then need to associate the new Code42 app installation with the original device ID, using a process known as Device Replacement.

The steps below will guide you through Device Replacement:

First, download and install the Code42 app using the steps below:

Sign in to the CrashPlan for Small Business Web Administration Console.

Select App Downloads from the choices along the left of the page.

Locate your operating system from the choices on the page and initiate the download

When you install and sign in to the Code42 app for the first time, you will be prompted to either Add New Device or Replace Existing. Select Replace Existing to begin the device replacement process. Next, select the device you wish to associate with this new installation and proceed.

Next you will be provided with the option to download files to the new computer, prior to finalizing the replacement. This can sometimes help to provide a smooth transition to backup after the replacement, though you’ll also have the option to restore data at any point after this process is complete.

If you would like to wait to download files from the cloud until a later time, select Skip File Transfer and accept the warning which indicates that files will be marked as deleted in the backup archive.

Then continue and select the option to Transfer Settings - This will download all prior backup settings to the new installation of CrashPlan, and then sign you out of the application to apply them. When you sign back in, you will see the synchronization taking place, after which the Code42 app will resume its backup.

If you do not see the Replace Device option when you launch the Code42 app, you can access it again using the following method:

Steps for Windows:

Launch the CrashPlan desktop application

At the top of the CrashPlan window, click Tools and select Replace device

Steps for macOS:

Launch the CrashPlan desktop application

In the macOS menu bar, click File and select Replace device

Steps for Linux:

Launch the CrashPlan desktop application

2. In the Linux menu bar, click Tools and select Replace device

CrashPlan for Small Business Support Availability

CrashPlan for Small Business support will have limited availability on the following days:

Tuesday, December 24th: Christmas Eve

Wednesday, December 25th: Christmas Day

Wednesday, January 1st: New Year's Day

Monday, January 20th: Martin Luther King Jr. Day

No technical phone support

No chat support

Please open a ticket

Incoming tickets will be monitored for Urgent priority issues. Standard support hours will resume the following day.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availability as well.For details, please see the Community link below:

Enterprise Support Availability for December 2019 and January 2020

You can change the email address associated with your CrashPlan for Small Business account from within the Web Administration Console:

Sign in to the Crashplan for Small Business Admin Console

Select Users > Active along the left

Click on the name of the user which you'd like to modify

Click the action menu icon in the upper-right of the user information pane

Click Edit

Change the email address

Click Update User

If the Update User button is not active, try clicking outside of the text field, and it should become clickable.

CrashPlan for Small Business subscriptions attempt to auto-renew on the following schedule:

- A first attempt 3 days prior to the expiration date to ensure continuation of service.

- A second attempt the day of the expiration date.

If the first attempt fails, we will try again on the date of expiration. If the second attempt fails, the subscription continues for an additional 7 day grace period. At the end of this period, we will attempt to renew the subscription a final time before the subscription permanently expires. If this occurs, you will need to purchase a new subscription. Without a subscription, backups will no longer occur, but data will be kept for 45 days after auto-renewal failure.

You can find your expiration date by logging in at https://crashplanpro.com/console/login.html and selecting Account > Manage My Subscription and clicking on your most recent order.

If you have recently changed your payment method, CrashPlan will not automatically attempt to bill until the date it is scheduled.

Use the steps below to deactivate a computer, thereby removing it from your CrashPlan for Small Business account, and eliminating a device charge from your monthly subscription renewal rate.

Please note: deactivating a device will immediately delete all cloud and local backup data associated with that device ID.

Sign in to the CrashPlan for Small Business Web Administration Console

Click Devices > Active on the left of the page

Click on the name of the device that you want to deactivate, so that the Device Information pane is shown

Open the Action Menu in the top-right of the Device Information pane

Select Deactivate from the list in the action menu

When prompted, check the box and click OK to confirm the device deactivation and data deletion

Click here to look up your order and print a copy of your invoice / receipt.

There are no annual CrashPlan for Small Business subscription options available. The price of a CrashPlan for Small Business subscription before any applicable tax is $9.99/device, or $16.49/device in Australia and New Zealand, and is only available in an auto-renewing, monthly term length.

The ADR_000003 error message is indicative of an issue with the saved address information on file, which is preventing you from updating the payment information to your account. Prior to adding new payment method, please follow the steps below to correct erroneous billing address information:

Sign in to the CrashPlan for Small Business Admin Console

Click on the Account tab

Click Manage My Subscription

Click on Account & FAQ, near the top of the page

Click on Address Information

Under Saved Addresses, click Edit.

Make your changes and click Submit.

Please also delete any erroneous address entries listed on this page, using the instructions below, so as to avoid any confusion going forward:

Locate the undesired address

Click Delete under the entry which you'd like to remove

Click OK on the message that appears to proceed with the address removal

After performing the steps above to correct the address information, please attempt another payment method update using the steps below:

Click on Account & FAQ, near the top of the page

Click on Subscriptions.

From the Subscriptions page, click the small blue Edit link in the Payment Method box

Click Yes to proceed with the payment method modification

You will be presented with the following options:

- Enter a new payment method

- Choose an existing payment method from the list

Enter either the new payment method, or update the existing payment method.

If entering a new payment method, click Save for Subscription under the new payment information.

- Once the new payment method has been saved for the subscription, you will have the ability to delete any undesired payment methods from the list. under the entry which you'd like to remove. Click Ok on the message that appears to proceed with the address removal

There are two circumstances in which the monthly price for your CrashPlan for Small Business unlimited data subscription will change:

The number of active devices on the account has changed.

When the CrashPlan for Small Business desktop application is installed and signed into from a new device, it is added to the account as an Active backup device, regardless of whether there is a cloud or locally stored backup archive associated. These extra devices can be created if the application is reinstalled. You can view these active devices by first signing into the CrashPlan for Small Business web administration console, then by selecting Devices > Active:

CrashPlan for Small Business Admin Console

Look for any devices with duplicate names, or which do not have a backup archive associated with them.

If you discover devices on your account that are not needed, you can remove them using the steps below:

Sign in to the CrashPlan for Small Business Admin Console

Click **Devices** on the left

Click the name of the device that you would like to deactivate

Open the Action Menu in the upper-right

Click **Deactivate**

When prompted, check the box and click OK to confirm the device deactivation and archive deletion.

The 12-month promotional rate (75\% off) for migrating your CrashPlan for Home account has ended.

If you had migrated your account from CrashPlan for Home, you were eligible for a discounted rate (75\% off) for the first twelve (12) monthly CrashPlan for Small Business subscription renewals. The effective date of your price change and the total estimated monthly charges were presented throughout the account migration process to help alleviate any potential confusion.

Only the Subscription Administrator for your account is allowed to modify the payment information used for CrashPlan for Small Business subscription renewals

Please note: We are unable to update payment information for customers, so please do not send payment or address details to us via email

Sign in to the CrashPlan for Small Business Web Administration Console

Choose the Account tab on the left

Click on the Manage My Subscription button

From the My Subscriptions page, click the small blue Edit link in the Payment Method section

Click Yes to proceed with the payment method modification

You will be presented with the following options:

- Enter a new payment method

- Choose an existing payment method from the list

If entering a new payment method, you must click Submit to save the new payment information to the list, then click Save for subscription next to the payment method you wish to use for the subscription payment going forward

Once the new payment method has been saved for the subscription, you will have the ability to delete any undesired payment methods from the list.

If you are unable to access your CrashPlan for Small Business account, please use the link below to request a password reset link:

Reset your CrashPlan for Small Business account password

Once you have submitted the account email address you will receive an email message which contains a link to a page where you will be able to reset your account password. If you do not receive this email, please be sure to check your email junk/spam folder.

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Please enter your VAT exemption number when prompted during the purchase process. To be prompted for a VAT exemption number, be sure to enter a Company Name when entering your billing information. When your VAT exemption number has been validated, your VAT will be automatically updated to zero, if applicable. In the event that your order does not qualify for VAT exemption, we will not be able to remove this charge from the order.

Instructions are provided during the checkout process for any tax-exempt individuals and entities.

Your monthly CrashPlan for Small Business subscription grants you access to our backup service in advance. Code42 retains your archive data until your subscription term ends, even if you decide not to continue backing up new or changed data. There are no refunds for partial months.

CrashPlan for Small Business accounts require the specification of a Subscription Administrator. The Subscription Administrator will be the only user who is able to make modifications to the subscription and/or billing information associated with your CrashPlan for Small Business account. Making modifications to the Subscription Administrator can only be performed by a CrashPlan for Small Business account administrator.

You can use the following steps to modify the CrashPlan for Small Business subscription administrator:

Sign in to the Crashplan for Small Business Admin Console

Select Account from the options along the left.

Scroll down to the bottom of the window to see the current Subscription Administrator.

Click the Change button. You will see a pop-up displaying information about this role, as well as the option to choose another user to perform this role.

Select the desired user from the list. Scroll down while hovering over the list to see all eligible users.

Click the Change button to confirm the selection.

Changing your CrashPlan for Small Business Subscription Administrator also removes current billing information, and disables automatic subscription renewal

If you change the user who is designated as your CrashPlan for Small Business Subscription Administrator, your billing information is removed and must be manually re-entered by the new subscription administrator. Also, you will need to re-enable automatic subscription renewal, as this is also disabled when changing the subscription administrator.

To re-enable Automatic Subscription Renewal:

Sign in to the Crashplan for Small Business Admin Console

Select Account from the options along the left.

Select View Current Billing Information.

Select Manage Subscription.

Next to Automatic Renewals, select On.

Our support teams will have limited availability Monday, November 11th and Thursday and Friday, November 28th and 29th.

CrashPlan for Small Business Support Availability

CrashPlan for Small Business support will have limited availability on the following days:

Monday, November 11th: Veteran's Day

No technical phone support

No chat support

Please open a ticket

Thursday and Friday, November 28th and 29th: U.S. Thanksgiving and Black Friday

No technical phone support

No chat support

Please open a ticket

Incoming tickets will be monitored for Severity 1 issues. Standard support hours will resume at Monday, December 2.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availability as well.For details, please see the Community link below:

Enterprise Support Availability for November 2019

The Code42 app version 7.4 will be released to CrashPlan for Small Business customers mid-November 2019. Devices will be automatically upgraded to Code42 version 7.4.0 over several days.

Please review the release notes for more details on features and updates on the release timeline for 7.4.

Our support teams will have limited availability Wednesday, October 23rd and Thursday, October 24th.

CrashPlan for Small Business Support Availability

CrashPlan for Small Business support will have limited availability during the following times this week:

Wednesday, October 23rd

No technical phone support available after 4 PM CT

No chat support availableafter 4 PM CT

Please open a ticket

Thursday, October 24th

No technical phone support between 10 AM and 12 PM CT

No chat support available between 10 AM and 12 PM CT

Please open a ticket

Incoming tickets will be monitored for Severity 1 issues. Standard support hours will resume at 12 PM Thursday, October 24th.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availability as well.For details, please see the Community link below:

Enterprise Support Availability for October 23rd & 24th

Our support teams will have limited availability Monday, July 15th and Tuesday, July 16th.

CrashPlan for Small Business Support Availability

CrashPlan for Small Business support will have limited availability on Monday, July 15th and Tuesday, July 16th.

Monday, July 15th

No technical phone support available after 3 PM CST

No chat support availableafter 3 PM CST

Please open a ticket

Tuesday, July 16th

No technical phone support until 1 PM CST

No chat support available until 1 PM CST

Please open a ticket

Incoming tickets will be monitored for Severity 1 issues. Standard support hours will resume on Wednesday, July 17, 2019.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availability on Tuesday, July 16th.For details, please see the Community link below:

Enterprise Support Availability for Tuesday, July 16th

In observance of Labor Day, our support teams will have limited availabilityon Monday, September 2, 2019.

CrashPlan for Small Business Support Availability

The CrashPlan for Small BusinessSupport team will have limited availability on Monday, September 2, 2019.

Limited phone support available

No chat support available

Please create a ticket

Incoming tickets will be monitored for Severity 1 issues. Standard support hours will resumeon Tuesday, September 3, 2019.

Enterprise Support Availability

The Code42 Enterprise Support team will have limited availabilityon Monday, September 2, 2019. For details, see the link below:

Code42 Enterprise Support Availability Monday, September 2, 2019

Normal support hours will resume on Tuesday, September 3, 2019.