I need to recover from ransomware (CrashPlan for Small Business FAQ)

If your computer has been infected with ransomware, you can use CrashPlan for Small Business to recover your files from before the date of infection, avoiding paying the ransom or losing your files.

Step 1: Determine the time of the infectionEdit section

To recover from ransomware, you must restore files from a date before infection. Work with your security team or follow your security processes to determine the time of the infection. Record when it occurred and what happened when the attack unfolded. This information can tell you at what time you can find the most recent uninfected files and what kind of ransomware attack you have experienced.

Step 2: Prepare a new device

Work with your security team or follow your organization's process to obtain a new device after a ransomware attack.

Rather than attempting to remove the infection from the affected device, we recommend that you quarantine the device and prepare a new device to replace the old device. As creators of ransomware become more adept at engineering their tools, it is best to ensure that the device you are restoring to is completely free of infection.

Step 3: Restore files from a time before the ransomware infection

Use the CrashPlan app to download files to a new device from a date and time before the ransomware infection by following the device replacement process:
  1. Make sure the CrashPlan app is installed on the new device.
  2. Sign in to the CrashPlan app on the new device.
    The first time you sign in to the CrashPlan app, it detects whether there are other devices on the account and prompts you to either Add New Device (which starts a new backup for this device) or Replace Existing (adopts the original backup archive).
  3. Choose Replace Existing.
    Only choose Add New Device if there are infected files still in the backup archive and you don't want to risk accidentally restoring infected files to the new device.
  4. Click Start.
  5. Choose the device you want to replace and click Continue.
  6. Click Select Files To Transfer to begin the process of transferring files to the new device.
    The file browser opens.
  7. Click As Of Today.
    The date and time selection dialog opens.
  8. Select a date and time from before the time of the infection.


    Restoring from the most recent date and time stamp may cause the new machine to be infected. Select a time and date before infection based on your testing to determine the time of the infection.

  9. Select files to restore to the new device.
  10. Click Restore Files.
  11. Modify the Files options:
  12. Click Go to download the files.
    The download may take a long time. Do not cancel the restore job.
  13. After files are downloaded, click Continue.
  14. On the Transfer files to new device dialog, click Continue.
  15. On the Transfer settings to new device page, click Continue.
  16. After files are transferred, a prompt to sign in to the new device appears. Sign in to the new device and click Finish on the Your device is ready! dialog to complete the device replacement.
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