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CrashPlan Support

Clearing Your Cache For Quick Fixes

Applies to:
  • CrashPlan for Home
Need enterprise or small business documentation?
This article is intended for CrashPlan for Home users. For Code42 CrashPlan and CrashPlan PRO documentation, read this page on our enterprise support site.

Overview

If your CrashPlan app's cache, a temporary store of information, becomes outdated or accidentally modified, you may see:

  • The CrashPlan app reports there are no files to restore, or some files appear to be missing from the Restore tab.
  • The CrashPlan app is unable to connect to backups.
  • The CrashPlan app reports incorrect information about your backup status or reports that it is backing up your entire computer all over again.

To resolve these issues, we recommend following these instructions to clear the CrashPlan app's cache. Your backups and settings are unaffected when you clear the CrashPlan app's cache.

Recommended solution

Follow these steps to clear your cache for backups to CrashPlan Central.

  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper-right.
    The CrashPlan command-line area opens.
  3. Enter this command: backup.replace 42
    If you are backing up to a destination other than CrashPlan Central, run a slightly different command.
  4. Press Enter.
    You are signed out of the CrashPlan app.
  5. Sign back in to the CrashPlan app.
  6. Wait while the CrashPlan app rebuilds your cache.
    • Your backup is not starting over during this process.
    • During this process, the CrashPlan app displays information about your file selection and backup destinations. The length of this rebuilding process depends on the size of your file selection and your device's hardware.

Alternative solutions

Finding your GUID for another destination

If you are backing up to a destination other than CrashPlan Central, find your destination's GUID and run a slightly different command.

  1. Find your backup destination's GUID:
    • Folder Destinations: From the CrashPlan app, select Settings > Account > Computer
    • Computer Destinations: From the CrashPlan web app, select Computers > <computer name>
    • Online and Friend Destinations:
      1. On your device, navigate to your log folder:
        • Windows Vista, 7, 8, 10, Server 2008, and Server 2012
          • Installed for everyone: C:\ProgramData\CrashPlan\log
            To view this hidden folder, open a file browser and paste the path in the address bar.
          • Installed per user: C:\Users\<username>\AppData\<Local|Roaming>\CrashPlan\log
            To view this hidden folder, open a file browser and paste the path in the address bar.
        • Windows XP
          • Installed for everyone: C:\Documents and Settings\All Users\Application Data\CrashPlan\log
            To view this hidden folder, open a file browser and paste the path in the address bar.
          • Installed per user: C:\Documents and Settings\<username>\Application Data\CrashPlan\log
            To view this hidden folder, open a file browser and paste the path in the address bar.
        • OS X
          • Installed for everyone: /Library/Logs/CrashPlan
          • Installed per user: ~/Library/Logs/CrashPlan
        • Linux: /usr/local/crashplan/log
      2. Open the app.log in a text editor.
      3. Locate the Destinations section.
      4. Copy the GUID of the destination. The destination GUID is the first number that appears in each destination record (for example 43 or 1111111111111111111). The name of the destination appears after the GUID.
        DESTINATIONS
        43, Code42 Cloud1, userId=1, private= code42.com:4282, public=42.42.424.424:4282, connectedFor=30min 57sec, cache=/Library/Caches/CrashPlan/43
         - setId=1: 0.0% complete
  2. Follow the Recommended Solution above, replacing 42 with your destination's GUID.
    Example: backup.replace 111122223333444455

Manually clearing the cache

  1. Stop the CrashPlan service.
  2. Navigate to the cache directory for your operating system:
    • Windows Vista, 7, 8, 10, Server 2008, and Server 2012
      • Installed for everyone: C:\ProgramData\CrashPlan\cache
        To view this hidden folder, open a file browser and paste the path in the address bar.
      • Installed per user: C:\Users\<username>\AppData\<Local|Roaming>\CrashPlan\cache
        To view this hidden folder, open a file browser and paste the path in the address bar.
    • Windows XP
      • Installed for everyone: C:\Documents and Settings\All Users\Application Data\CrashPlan\cache
        To view this hidden folder, open a file browser and paste the path in the address bar.
      • Installed per user: C:\Documents and Settings\<username>\Application Data\CrashPlan\cache
        To view this hidden folder, open a file browserand paste the path in the address bar.
    • OS X
      • Installed for everyone: /Library/Caches/CrashPlan
      • Installed per user: ~/Library/Caches/CrashPlan
    • Linux: /usr/local/crashplan/cache
     

    CrashPlan Cache Folder Mac

  3. Delete all files and folders found within this folder.
    If you are only having trouble with friend (computer-to-computer) or local backups, delete all files and folders that are not numbered 41, 42, or 43.
  4. Empty your computer's trash.
  5. Start the CrashPlan service.

Next steps

If clearing the cache did not solve your issue, uninstall and reinstall CrashPlan.