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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?

I received an error saying, “No LDAP entry found.” How do I fix this?

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.

Windows:

1. Select Control Panel from the Start menu.
2. Open Administrative Tools and then Services.
3. Verify that “CrashPlan Backup Service” is in the “Started” state.

Mac OS X:

1. From Terminal, type :
   sudo launchctl list | grep com.crashplan.engine
2. 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

Linux:

1. As root, run:
   /etc/init.d/crashplan status
   This command should return something similar to “CrashPlan Engine (pid2421 is running.”
2. If the CrashPlan Engine is not running, you will want to start it by running the following command as root:
   /etc/init.d/crashplan start

I have reached my Cloud storage quota. How do I free some space?

• 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:

1. Open CrashPlan.
2. Select Backup.
3. 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:

1. Open CrashPlan.
2. Select Destinations.
3. Click Cloud.
4. 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.

I have a new or rebuilt computer; how do I recover my old files?

1. Install CrashPlan on your new computer.
2. Start CrashPlan.
3. Restore your files.
   1. Click Restore.
   2. Choose your old computer from the Restore files for computer drop-down menu.
   3. Select the files you wish to restore.
   4. Change the restore folder if desired.
   5. Click Restore
4. 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.

How do I remove a CrashPlan computer license that I no longer need?

Deactivating a CrashPlan account will remove that computer from the CrashPlan server and delete any data associated with that computer from the Cloud.

1. Start the Crashplan Application on any of your CrashPlan client computers.
2. Click Destinations.
3. Select the Computer tab.
4. 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.