Frequently Asked Questions – Troubleshooting
- I received an error saying, “No LDAP entry found.” How do I fix this?
- When I try to start CrashPlan, I see an error saying, “Unable to connect to the local backup engine, retry? (No/Yes).”
- I have reached my Cloud storage quota. How do I free some space?
- I don’t want to back up iTunes, but it drops music in my Document Library by default. How do I avoid backing up iTunes files?
- I have a new or rebuilt computer; how do I recover my old files?
- How do I remove a CrashPlan computer license that I no longer need?
You will receive this error if you have not yet registered to use the CrashPlan service. Register your BU login name using your Kerberos password.
When I try to start CrashPlan, I see an error saying, “Unable to connect to the local backup engine, retry? (No/Yes).”
Verify that the Crashplan service is actually running.
- Select Control Panel from the Start menu.
- Open Administrative Tools and then Services.
- Verify that “CrashPlan Backup Service” is in the “Started” state.
Mac OS X:
- From Terminal, type :
sudo launchctl list | grep com.crashplan.engine
- If the above command does not return any output, start the CrashPlan engine by running the following command from Terminal:
sudo launchctl load /Library/LaunchDaemons/com.crashplan.engine.plist
- As root, run:
This command should return something similar to “CrashPlan Engine (pid2421 is running.”
- If the CrashPlan Engine is not running, you will want to start it by running the following command as root:
- Modify your backup files selections to have selected less than your Cloud storage quota (10GB by default). To return to the list of your file selections:
- Open CrashPlan.
- Select Backup.
- Choose Files to Backup.
- By running a Compact operation you can override the Cloud storage file retention settings and immediately purge files deletions and old file versions from the Cloud:
- Open CrashPlan.
- Select Destinations.
- Click Cloud.
- Choose Compact.
WARNING: This operation is not reversible.
I don’t want to back up iTunes, but it drops music in my Document Library by default. How do I avoid backing up iTunes files?
With CrashPlan, you can specify whether or not an entire folder is backed up to the server. If your music isn’t being stored in a separate location, such as My Music, you should move it to its own folder and exclude that folder from backups.
- Install CrashPlan on your new computer.
- Start CrashPlan.
- Restore your files.
- Click Restore.
- Choose your old computer from the Restore files for computer drop-down menu.
- Select the files you wish to restore.
- Change the restore folder if desired.
- Click Restore
- Once the restore completes and you have verified the data, remove the old license from your CrashPlan account by following the instructions for the next question. Each user is allocated a single CrashPlan license. Additional licenses may incur charges.
Deactivating a CrashPlan account will remove that computer from the CrashPlan server and delete any data associated with that computer from the Cloud.
- Start the Crashplan Application on any of your CrashPlan client computers.
- Click Destinations.
- Select the Computer tab.
- You will see a list of computers that are associated with your AD account. Select the computer you would like to delete and click Deactivate Computer.