Archive key encryption is an additional level of security on your account that requires a unique encryption key to be entered along with your account password when accessing your data. If your key is not working, try the following:
Answer your archive key recovery question (if configured)
When setting up an archive key, you have the option to set up a recovery question that will allow you to recover the key if it is forgotten or lost. In order to use this feature, you must have selected this option when initially setting up the key.
- Sign in to the CrashPlan app.
- Select Settings
.
- From Device Preferences, select Security.
- Next to Archive key password, click Change.
- Select Forgot your password?
The Change archive key password window appears. - Enter the answer to your security question.
- Enter a new archive key password.
- Re-enter your new archive key password.
- Click Change.
Your archive key password has been changed.
Use the CrashPlan console
Sign in to the CrashPlan console and restore a file to be prompted for your archive key. You can try and enter the key as many times as needed.
Enter the key manually
If you are using copy/paste from a document, try entering the key manually. Sometimes, text editors can insert invisible characters that will cause a key to be entered incorrectly, even if it looks correct.
CrashPlan for Small Business support cannot assist with recovering archive keys. The keys are stored only on the local device and are never stored in the cloud (with the exception of the recovery question, if configured). Technical support agents do not have access to your archive key and cannot recover it for you.