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Answers to Frequently Asked Questions (FAQ)



Answers to FAQs

Getting Started/Help

Why did the University purchase CrashPlan?
CrashPlan was purchased in order to provide an easy way for eligible users to back up data on their desktop and laptop computers. In the event of a problem such as a failed drive or virus, data can be restored from CrashPlan quickly and easily.
Am I eligible for a CrashPlan account?
You must be a degree-seeking grad student, agency 207 staff, or faculty in order to qualify for a CrashPlan account.
How do I get started with CrashPlan?
To get started, first verify that you are eligible for an account. If you qualify, download the client from the UVA software gateway site and install it on your PC.
  • Installation is straightforward, but there is also an Installation Guide available.
  • Once the software is installed, backups will begin automatically; however, if you don't store your data in your default user profile you may need to point CrashPlan to its location.
What is my CrashPlan password?
CrashPlan has been configured to use NetBadge for authentication, so your username and password will be your University computing ID and a Netbadge-allowed password. If you have any issues with this password, please see the NetBadge page for more information.
I'm having trouble signing in to CrashPlan. What might be the problem?
  • Check to make sure you are eligible to use the CrashPlan service. Having the downloader or being able to download the software doesn't necessarily mean you can use the service.
  • Don't use your Personal Digital Certificate — the CrashPlan client doesn't support using a certificate with NetBadge, so make sure you are typing a username and password at the login prompt.
  • You might be typing the wrong username/password or there might be a problem with your account. Try accessing another site that is protected by NetBadge to make sure your NetBadge username and password work with other services.
  • If you cannot sign in after trying these steps, please contact the UVA Help Desk.
Does a computer need to be domain-joined to use CrashPlan?
No, a computer does not need to be domain-joined in order to use CrashPlan. The unit of management for CrashPlan is the user, and computers are then associated with a user account. The end result of this is that user accounts do need to exist in Active Directory, but computers do not.
Can I install Crashplan on my home computer?
No — CrashPlan is intended only for backing up work-related data on systems that are owned by the University of Virginia.
Are there considerations for computers that are shared or or used by multiple people?
The default installation setting for CrashPlan is to install it for everyone on the computer. This is selected and can be changed during the installation wizard. With this setting, CrashPlan is essentially installed in a single-user mode. Multiple people can use the computer and they will all see the CrashPlan app, but the app will only back up the data of the user who installed it, and only that user will be able to authenticate and use the app. If additional data is added to the backup set, it will be associated with the user who installed CrashPlan on that computer. Since in most cases there won't be computers that support multiple users who all store data on the local hard drive of the computer, this model will probably be fine for most scenarios. It is also possible to install CrashPlan in a per-user mode. In this mode, each user can have their own instance of the CrashPlan app on the PC, and their individual data will be associated with their account. You can find more information about the installation modes at this link:
Can I use the CrashPlan mobile app?
Unfortunately the CrashPlan mobile app doesn't currently support Single Sign-On, so it does not work with our implementation. If that changes in the future, ITS will re-evaluate mobile app support.
Where can I get help with CrashPlan?
  • Code42, the makers of the CrashPlan software, have an extensive support website that includes information on how to use their software.
  • Contact the UVA Help Desk.


What are the best practices for using CrashPlan?
  • CrashPlan is designed for backing up user data to allow you to recover from events such as hardware failure or ransom/cryptoware. It is not designed as a full PC backup solution and should not be used to back up things like operating system files. Additionally, the University pays for CrashPlan based on the amount of data being backed up. Therefore, it should only be used to back up University data and not personal data.
  • In our environment CrashPlan is only designed for backing up desktops and laptops. It should not be used to back up servers.
What is backed up by CrashPlan?
  • By default, CrashPlan backs up a pre-configured set of data in your user folder (Documents, etc.).
  • Additional locations can be added after installation if your important data is stored in a different place.
  • Note: CrashPlan does not back up certain kinds of large files, such as VHD/VHDX/VMDK files.
Can I changed what is backed up by CrashPlan?
You can easily control what is backed up by using the client interface on your computer. You can both add and remove certain files/folders and also file types as needed. Learn more at
Help! My computer has ransomware. How does CrashPlan help me?
  1. Unplug your system from the University network in order to ensure that the infection is contained.
  2. Report this Security Incident to Information Security.
    • This is required by University Policy IRM-012: Information Security Incident Reporting.
  3. If you already had CrashPlan installed on your computer and it has already run backups of your data, then you have a couple options.
    • Once you have contacted Information Security, you can format and reinstall your operating system and then re-install CrashPlan. At that point CrashPlan will ask you whether this is a new computer or a replacement. If you select replacement, it will download all your data back to the computer.
    • You can also install CrashPlan on another computer and let it restore your data to that computer as a way to get back up and running quickly.
I got a new computer. How do I get my data over to my new computer?
  • If you had CrashPlan installed on your old computer, then one option is to install CrashPlan on the new computer. Once you sign in, CrashPlan will ask if this is an additional computer or a replacement. If you select replacement, then it will download all your data to the new computer.
  • CrashPlan also has a "Replace Device" wizard that can migrate additional operating system settings from the old PC to the new PC depending on a number of factors such as operating system, version, and CrashPlan client version. Please see the Code42/CrashPlan website for more details about this operation.
I deleted a file. How do I get it back using CrashPlan?
To recover a file that was accidentally deleted or changed, open the CrashPlan app on your computer. On the home screen, click "Get Files", and then browse to the file that you would like to recover. In the upper right of the home screen you will see a date picker as well as a search button. You can select a particular date if you know one (this allows you to for instance select the version of the file as it existed 3 weeks ago) and you can also search for files if you don't know the exact location. Once you have selected the file and date, you can again click "Get Files" and then on the subsequent screen select the appropriate options and then click Go.
Can I use CrashPlan to back up my whole computer?
No — CrashPlan is only designed to back up data. If you select system files for backup it may have an adverse effect on the backup process and could result in important data not being backed up. In addition, backing up only data makes it easy to restore that data to another computer quickly and easily in the event of a problem.
What happens if I remove files from my backup by deselecting them in the CrashPlan interface?
This is something you might do in order to bring your total file size down to the quota limit or because the files contain data that should not be stored in the cloud (i.e., highly sensitive data). When you deselect a file you are essentially telling CrashPlan to completely forget that file ever existed. It will no longer be backed up to the cloud and will also be removed from any previous backups that exist in the cloud. The file will not be removed from your computer or touched in any way.
Is there a limit to how much data I can back up with CrashPlan?
CrashPlan is currently offered at no cost to the University community until June 30, 2019. After that, the cost model/fee structure will be determined for continued use of the service. During this initial phase, the system has a per-user quota of 250GB. If you need more space and have a valid use case, please contact us and we will do our best to accommodate your need.
How is this different from Box, OneDrive, and other cloud storage options?
Solutions such as Box and OneDrive are focused on content or sharing. You can put a file in Box, and then share it with people inside and outside the organization. If you install the Box client on multiple PCs, the data associated with your account will be synchronized between those PCs. Due to storage limits and for various other reasons, most people put only a relatively small subset of their data into services such as Box. CrashPlan is focused strictly on backing up all the data on a particular computer or on several computers. It can back up almost any data, stored anywhere on the computer, regardless of whether it is data that you want to share or collaborate on. CrashPlan doesn't synchronize data between computers. If you have 4 computers associated with your account, the data on those 4 computers is kept separate, although it can be accessed from any of the PCs for restores or downloads. CrashPlan doesn't support sharing, so there is no possibility of accidental data exposure. So while CrashPlan and Box (or similar services) perform similar functions, they work in different ways and can be viewed as complimentary.
Should I back up my Box sync folder?
Assuming your Box sync folder is in the default location (in your user profile), CrashPlan will be configured to back it up by default. We don't intend to change that default setting, however you can remove the Box sync folder if desired. Box and Crashplan are similar services, and both keep versions of files, however in the context of Backup/Restore they have a key difference. Box only allows a user to restore to a previous version on a file-by-file basis. If your computer is infected by ransomware and all your files are encrypted, you will either have to individually recover a previous version for potentially thousands of files, or open a Help Desk ticket with ITS who will then have to open a helpdesk ticket with Box to "revert" the whole account to a previous state.

Because CrashPlan is specifically designed for backup, it doesn't have the single file version restore limitation. When you restore, you pick a date, and CrashPlan displays all the files available for that date, and you can restore either all files, or a subset on either a per-file or per-folder basis. This can be done directly by either the end user, or by the end user with assistance from you. We think that is a significant difference that justifies including the Box sync folder in the default backup set.

  Page Updated: Wednesday 2017-06-21 09:29:44 EDT