CrashPlan for Mac Users Install CrashPlan on your Mac machine. Once the upgrade is complete, the system will continue to backup as normal and the new CrashPlan icon should appear on the taskbar. After clicking on the application, you will be taken directly to this log in screen where you will be prompted to enter your myUTSA ID and passphrase. Due to Apple's privacy restrictions for files and folders containing personal data in macOS Catalina 10.15 and macOS Mojave 10.14, Code42 cannot back up some files from locations like the desktop, Contacts, Photos, and Mail until you grant access to the Code42 app.
The recommendations below apply to all operating systems. These are the resolutions that most often resolve the issue. If these solutions don't resolve the issue, review additional recommendations below.
Restart the Code42 service
The first thing to try on all platforms is to restart the Code42 service. If this doesn't resolve the issue, try the recommended solutions below.
Out of memory
If you have a large backup selection (more than 1 TB or 1 million files), you may need to allocate more memory to the Code42 app. When the Code42 app runs into this memory limit, the Code42 service is not able to run, resulting in the 'Code42 CrashPlan cannot connect to its background service' message. If you have a large file selection backing up, refer to our troubleshooting article on this topic to address the issue.
Remove Code42 app files from previous installations
Crashplan For Mac Upgrade
If the Code42 app was previously installed per user, uninstalling and reinstalling for everyone (the default installation) causes an error. To resolve this issue, complete the following steps:
- Locate the .ui_info file from the previous per-user installation:
- Windows: C:Users<username>AppData<Local or Roaming>CrashPlan
- Mac: /Users/<username>/Library/Application Support/CrashPlan
On Mac, the .ui_info file is hidden by default. See Lifewire's tutorial to show hidden files to view the .ui_info file.
- Delete the .ui_info file.
Deleting this file does not harm your backup. It is a file left over from a previous installation and it is no longer necessary. - Restart the Code42 app notification area or menu bar app:
- Windows: From the Windows Start menu, select CrashPlan > Code42 CrashPlan Tray.
- Mac: Open the Code42 app and select Settings > Show Code42 status in menu bar.
Crashplan For Mac Catalina
Uninstall and reinstall
If you're still having trouble, the next step is to uninstall and reinstall the Code42 app.
Check for port conflicts
Crashplan For Mac Permissions
If the Code42 service still does not connect, verify that another application is not already using the required ports. While these ports may not be required all of the time, the Code42 service still must prepare them for use.