Crashplan Pro won’t start

I had a strange issue where CrashPlan Pro wouldn’t start up. I kept getting the error “Cannot connect to backup engine”. After reviewing some help docs from CrashPlan it was still not working. Every time I tried to start the CrashPlanService it would start and immediately stop. The log files weren’t much help to me, they were just letting me know what I already knew, it had started and stopped for some strange reason.

A lot of the results that come up when you Google “CrashPlan Pro cannot connect to backup engine” show solutions where users were able to increase their memory from 512M to 1024M and it would resolve it. For me, when I went to C:\Program Files\CrashPlan\CrashPlanService.ini and checked what was there, it already had 1024M, so I figured maybe it wanted more. So I set it to 2048M to see if that would work. Nope.

After fruitlessly trying other things such as updating Java, turning it off and then on again, saying pretty please, I finally caved and sent their support team a message about it along with the log files from my attempts to start the service. They replied back within  a few hours that I should try lowering the memory used from 1024M to 512M. So I gave that a shot, and to my surprise it started up perfectly! My guess is that since the computer has some other memory intensive applications running, it was trying to use more memory than was available at the time.

Solution

So the final solution was to open up the file C:\Program Files\CrashPlan\CrashPlanService.ini and to update -Xmx1024m to -Xmx512m

19 thoughts on “Crashplan Pro won’t start”

  1. Wow…i did the same thing. upped to 2048 thinking that would help on my 32 bit box. Then on a whim I tried this, setting it down to 512 and voila! …need to get 64bit operating system apparently.

  2. Thanks for posting this. This worked for me as well. I have been back and forth with CrashPlan support a number of times, and they didn’t come close to suggesting this.

  3. I’ll also include my thanks here. 2 weeks back and forth with their “technical” support group with no change. 5 minutes in google up front would have brought me here sooner.

  4. Nice! Thanks for pointing me in the right direction! Sometimes the internet is a pain when trying to find a solution.

    Made the change and service started immediately.

  5. Fixed my issue as well. 32bit windows crashplan would not start the service. Changed the memory for java in the ini to 512 and it started up. Thanks!

  6. Thank you so much. I had reloaded Crashplan on my Windows Home Server after reloading that device. It had worked before with no issues, but now it wouldn’t. I had been seraching specifically for problems with Crashplan and WHS, but when I just searched for Crashplan won’t start, I found you article and it saved me. Thanks!

  7. Thanks for the post. I spent about 3 hours going through all the CrashPlan docs and not getting anywhere. Your suggestion worked perfectly.

  8. Wow! I think that is what finally got mine working as well.
    I closed the system tray process that couldn’t connect, edited the configuration file, then I was able to restart the crashplan process via services.msc and when I restarted the crashplan user interface everything worked.
    yeah!!!
    Thank you!

  9. Thanks so much for this! I was tearing my hair out – trying all sorts of previous versions of CP because the upgrade process to 4.5.2 had failed repeatedly. I installed a clean copy of 4.5.2 and then because it was constantly starting and stopping I needed your fix to get it running.

  10. I just ran into this on a couple old Windows XP machines. I could set it to 512MB, the service would start, run for a few seconds, then die. If I opened the ini file, it was all garbled. It was all in one line with a garbage character for the carriage return. If I looked through it, it was ALSO changed back to 1024.

    I ended up manually going through it, putting the carriage returns back and manually delete the garbage characters. Then I once again changed it back to 512. After saving the file, I set it to READ ONLY.

    Fixed!

    BTW, make sure to close all of the crashplan apps in the system tray before editing and saving the ini file.

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