{"id":39805,"date":"2010-12-09T11:56:49","date_gmt":"2010-12-09T16:56:49","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=39805"},"modified":"2024-06-21T11:43:43","modified_gmt":"2024-06-21T15:43:43","slug":"troubleshooting","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/services\/infrastructure\/storage-backup\/crashplan\/faqs\/troubleshooting\/","title":{"rendered":"Frequently Asked Questions &#8211; Troubleshooting"},"content":{"rendered":"<ul>\n<li><a href=\"#ldap\">I received an error saying, &#8220;No LDAP entry found.&#8221; How do I fix this?<\/a><\/li>\n<li><a href=\"#engine\">When I try to start Code42, I see an error saying, &#8220;Unable to connect to the local backup engine, retry? (No\/Yes).&#8221; <\/a><\/li>\n<li><a href=\"#itunes\">I don&#8217;t want to back up iTunes, but it drops music in my Document Library by default. How do I avoid backing up iTunes files?<\/a><\/li>\n<li><a href=\"#rebuilt\">I have a new or rebuilt computer; how do I recover my old files?<\/a><\/li>\n<li><a href=\"#remove-license\">How do I remove a Code42 computer license that I no longer need?<\/a><\/li>\n<\/ul>\n<h3><a name=\"ldap\"><\/a>I received an error saying, &#8220;No LDAP entry found.&#8221; How do I fix this?<\/h3>\n<p>You will receive this error if you have not yet registered to use the Code42 service. <a href=\"https:\/\/weblogin.bu.edu\/accounts\/create?_hostname=ad-cplan\">Register your BU login name<\/a> using your Kerberos password.<\/p>\n<h3><a name=\"engine\"><\/a>When I try to start Code42, I see an error saying, &#8220;Unable to connect to the local backup engine, retry? (No\/Yes).&#8221;<\/h3>\n<p><!-- p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica} -->Verify that the Code42 service is actually running.<\/p>\n<p>Details can be found on the Code42 <a href=\"https:\/\/support.code42.com\/hc\/en-us\/articles\/14827683888663-Unable-to-connect-to-backup-engine-on-devices-with-a-custom-localhost-address#overview-0-1\">Support page<\/a>.<\/p>\n<p><strong>Windows<\/strong>:<\/p>\n<ol>\n<li>Select <strong>Control Panel<\/strong> from the <strong>Start<\/strong> menu.<\/li>\n<li>Open <strong>Administrative Tools<\/strong> and then <strong>Services<\/strong>.<\/li>\n<li>Verify that &#8220;Code42 Backup Service&#8221; is in the &#8220;Started&#8221; state.<\/li>\n<\/ol>\n<p><strong>Mac OS X<\/strong>:<\/p>\n<ol>\n<li>From <strong>Terminal<\/strong>, type :<br \/>\n<code>sudo launchctl list | grep com.crashplan.engine<\/code><\/li>\n<li>If the above command does not return any output, start the CrashPlan engine by running the following command from <strong>Terminal<\/strong>:<br \/>\n<code>sudo launchctl load \/Library\/LaunchDaemons\/com.crashplan.engine.plist<\/code><\/li>\n<\/ol>\n<p><strong>Linux<\/strong>:<\/p>\n<ol>\n<li>As root, run:<br \/>\n<code>\/etc\/init.d\/crashplan status<\/code><br \/>\nThis command should return something similar to &#8220;CrashPlan Engine (pid2421 is running.&#8221;<\/li>\n<li>If the CrashPlan Engine is not running, you will want to start it by running the following command as root:<br \/>\n<code>\/etc\/init.d\/crashplan start<\/code><\/li>\n<\/ol>\n<h3><a name=\"itunes\"><\/a>I don&#8217;t want to back up iTunes, but it drops music in my Document Library by default. How do I avoid backing up iTunes files?<\/h3>\n<p>With Code42, you can specify whether or not an entire folder is backed up to the server. If your music isn&#8217;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.<\/p>\n<h3><a name=\"rebuilt\"><\/a>I have a new or rebuilt computer; how do I recover my old files?<\/h3>\n<ol>\n<li><a href=\"#started\">Install Code42<\/a> on your new computer.<\/li>\n<li>Start the Code42 app.<\/li>\n<li>Restore your files.\n<ol>\n<li>In the Code42 home screen, click on <strong>Get Files<\/strong> next to the name of your old computer.<\/li>\n<li>Select the files you wish to restore.<\/li>\n<li>Change the restore and or backup date+time folder if desired.<\/li>\n<li>Click <strong>Get Files<\/strong><\/li>\n<\/ol>\n<\/li>\n<li>Once the restore completes and you have verified the data,\u00a0<a href=\"#remove-license\">remove the old license<\/a> from your Code42 account by following the instructions in the next question.<span>Each user is allocated up to four Code42 device licenses. Additional licenses may incur charges.<\/span><\/li>\n<\/ol>\n<h3><a name=\"remove-license\"><\/a>How do I remove a Code42 computer license that I no longer need?<\/h3>\n<p><em>Each user is allocated up to 4 Code42 device licenses. Additional licenses may incur charges.\u00a0Deactivating a Code42 account will remove that\u00a0computer from the Code42 server and delete any data associated\u00a0with that computer from the Cloud.<\/em><\/p>\n<ol>\n<li>Open a web browser and goto\u00a0<a href=\"https:\/\/console.us2.code42.com\/\">https:\/\/console.us2.code42.com<\/a><\/li>\n<li>Enter your BU email address and click \u201cSign In\u201d<img loading=\"lazy\" src=\"\/tech\/files\/2023\/07\/Picture1.png\" alt=\"Enter your username or email in the center blank field \" width=\"456\" height=\"356\" class=\"alignnone size-full wp-image-146549 aligncenter\" \/><\/li>\n<li>Then login with your BU username and password <img loading=\"lazy\" src=\"\/tech\/files\/2023\/07\/Picture3.png\" alt=\"Input your login information. Input email in the top field, and your password in the field below it. \" width=\"492\" height=\"296\" class=\"alignnone size-full wp-image-146550 aligncenter\" \/><\/li>\n<li>Then approve the Duo two-factor authentication from your mobile device or by answering your assigned phone depending on your Duo configuration.<img loading=\"lazy\" src=\"\/tech\/files\/2023\/07\/Picture4.png\" alt=\"two-factor authentication. Select device, then choose either PUsh, Call me, or Enter Passcode\" width=\"484\" height=\"524\" class=\"size-full wp-image-146551 aligncenter\" \/><\/li>\n<li>Click on the \u201c<strong>Preservation\u201d<\/strong> tab.\u00a0 You will see a list of computers that are associated with your account.\u00a0 Click on the desired computer.<img loading=\"lazy\" src=\"\/tech\/files\/2023\/07\/Picture5.png\" alt=\"Find the desired computers to the lower left \" width=\"624\" height=\"328\" class=\"alignnone size-full wp-image-146552 aligncenter\" \/><\/li>\n<li>Click on the \u201c<strong>Actions<\/strong>\u201d drop-down and select \u201c<strong>Deactivate<\/strong>\u201d.<img loading=\"lazy\" src=\"\/tech\/files\/2023\/07\/Picture6.png\" alt=\"Find action tab at the upper right corner. It is a blue tab\" width=\"624\" height=\"176\" class=\"alignnone size-full wp-image-146553 aligncenter\" \/><\/li>\n<li>Sign Out from the Code42 web interface.<\/li>\n<\/ol>\n<ol><\/ol>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol><\/ol>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>I received an error saying, &#8220;No LDAP entry found.&#8221; How do I fix this? When I try to start Code42, I see an error saying, &#8220;Unable to connect to the local backup engine, retry? (No\/Yes).&#8221; I don&#8217;t want to back up iTunes, but it drops music in my Document Library by default. How do I&#8230;<\/p>\n","protected":false},"author":1303,"featured_media":0,"parent":36345,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/39805"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=39805"}],"version-history":[{"count":27,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/39805\/revisions"}],"predecessor-version":[{"id":147405,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/39805\/revisions\/147405"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/36345"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=39805"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}