Crashplan tray icon stays grey although the service is up and running

Hi,

I have CrashPlan installed and use it (the free version) to backup a certain directory to some portable HD drive.

Several days ago I saw that the CrashPlan icon in the tray was grey (instead of green) and the tooltip says "Unable to connect to the backup engine".
I thought no more backup was made.
But that's not the case.
I keep getting mails that a backup was made.

Today, I found out that I can start the application (v4.3.0) just fine by typing in "Crash" in the search of Windows (8.1) Start menu.
The application starts fine and shows me that there's nothing left to be backed up since it last run.

So in fact, it's just the CrashPlan Tray application that keeps saying it can't connect to the backup engine.
All the rest of the functionality is working as expected.
Strange isn't it?

Does someone have an idea about what is wrong?
Thanks for your time.
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LVL 37
zzynxSr. Software engineerAsked:
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David Johnson, CD, MVPOwnerCommented:
one of your destinations may not be available.
Thomas Zucker-ScharffSolution GuideCommented:
If you click on the cp icon in the upper right corner of the stay screen and type in Java what is output?
zzynxSr. Software engineerAuthor Commented:
one of your destinations may not be available.
That's not the case since, as I said, everything works as expected.

If you click on the cp icon in the upper right corner of the stay screen and type in Java what is output?
java 

Usage:

java mx [value] [restart]
View or set the Java JVM maximum heap size. [value] is optional and must be a number.

Open in new window


If I type in
java mx 

Open in new window

I get
1024M

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Thomas Zucker-ScharffSolution GuideCommented:
Knew I forgot something.  1gb is not a lot for crashplan.  Also there is the problem of space.  If you have more than one destination and one of them is full, the icon will get grayed out.  This also happens when it can't connect to the backup engine, but generally either restarting the service or the computer will do the trick.

I ran into a similar problem with an old Latitude D830 running windows 7 with 4gb of RAM.  The problem was it was writing to a secondary location in crashplan and that location had filled up (or in another instance the user had set a quota and reached it).  Check your destinations as David Johnson said in the comment above.  If the only one is CrashPlan Central, do you have unlimited storage or another plan?  If you do have more than one destination try compressing that one to gain more space.  If there is a quota set, change the quota.

If this destination specific workarounds fix the problem, then that is the solution - kudos to David.  Otherwise, you may need to reinstall CrashPlan.  Did you speak to customer support - they are generally pretty good.
zzynxSr. Software engineerAuthor Commented:
Hi Thomas (and others),
As I said, I only use CP to backup a certain data directory to a portable HD drive of mine. So no CP Central  involved. As far as I know that HD drive is not full.
I can't check for the moment since I'm on holiday (till Aug 16th).
So please wait until then. I'll come back to you.
So far, your (trying to) help is appreciated.
Thomas Zucker-ScharffSolution GuideCommented:
No problem
zzynxSr. Software engineerAuthor Commented:
My destination HD drive is not full. At all. So, that's no explanation neither.
I guess no more other ideas?
zzynxSr. Software engineerAuthor Commented:
I think I'm gonna close this issue since no one seems to be able to help.
Is everyone involved ok with that?
Thomas Zucker-ScharffSolution GuideCommented:
Did you try increasing ram allotted to cp?  So the Java instruction returns 2gb.
zzynxSr. Software engineerAuthor Commented:
CP does what it is supposed to do using 1GB.
Do I have to set that to 2GB just to get the tray icon right?
Thomas Zucker-ScharffSolution GuideCommented:
It is a troubleshooting step.
zzynxSr. Software engineerAuthor Commented:
I set the memory usage to 2048.
The application didn't startup anymore. (hangs on splash screen)
Starting the crash plan service => message: the service did start but has stopped again.
Time to uninstall it I guess... :(

Even after an uninstall + install again the problem remains...
Nothing on this page helps: http://support.code42.com/CrashPlan/Latest/Troubleshooting/Cannot_Connect_To_Background_Service
I guess I'll have to live with it.

Thanks everyone for trying to help.

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zzynxSr. Software engineerAuthor Commented:
Nobody seems to be able to find the reason/solution for this greyed out tray icon.
Thomas Zucker-ScharffSolution GuideCommented:
Sorry to hear. Even though you are closing. Check to make sure the service is running by running services.msc from the start ball. Find the crashplan service under c. Make sure it is set to start automatically and it is running currently.  A good way to check what is happening is to reboot the computer,  if the icon works, it is most likely the service that is the problem.

The service generally has problems when there is not enough RAM to run.
zzynxSr. Software engineerAuthor Commented:
The service was (and still is) running during all my attempts to get it right.
Thomas Zucker-ScharffSolution GuideCommented:
Hmmm. I am sorry,  but I have no further suggestions.
zzynxSr. Software engineerAuthor Commented:
Nevermind. Thanks though.
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