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CrashPlan Support

Reporting iOS Issues

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 for Small Business documentation, read this page on our enterprise support site.

Overview

This tutorial explains how to report issues with CrashPlan mobile app on your iOS device.

Before you begin

Reinstalling the CrashPlan mobile app can resolve a number of issues.

Steps

Step 1: Take a screenshot of the issue

Screenshots may help us diagnose your issue. If the app displays something in an unexpected way, take a screenshot to send to our Customer Champions. To take a screenshot:

  1. Press and hold the home button
    This is the physical button located below your device's screen
  2. While the home button is held down, press the sleep/wake button
    This is the switch on the top of your device
  3. Attach your screenshot to your ticket for the issue

Step 2: Send your CrashPlan mobile app logs to support

  1. Open the CrashPlan mobile app
  2. Click the gear icon in the upper right
  3. Tap About this app
  4. Triple-tap Codefortytwo in the upper right
    A form opens
  5. Enter the ticket number for your issue
  6. Tap Send

What information should I include in my ticket?

Provide as much of the following information as possible in your ticket:

  • Description of the issue
  • Device Type
  • iOS Version
  • Network connection type (e.g. edge, 3G, wifi)
  • Mobile carrier, if applicable (e.g. Verizon, AT&T)
  • App version (e.g. CrashPlan 1.0.0)
  • Security type
    Note: Only include security type if you have upgraded your security (i.e. archive password or custom 448-bit key). We don't need the password/key itself!
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