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CrashPlan Support

Sending CrashPlan Log Files To Support

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

When you contact our Customer Champions, they may ask you to send your CrashPlan log files to help them investigate the issue effectively. This article explains how to gather and send your log files.

Step 1: Gather logs from the CrashPlan app

  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper-right corner of the CrashPlan app.
  3. Enter this command: getlogs Example of getlogs command
  4. Press Enter.
    CrashPlan displays the location of the zip file that is created.
  5. Copy the location of the zip file.
  6. Access the zip file:
    • Windows: Open a file browser and paste the location provided by CrashPlan into the address bar.
    • OS X: Open the Finder and press Command-Shift-G. Paste the location provided by CrashPlan into the Go to folder window.

Step 2: Send logs to a Customer Champion

After you have the zip file containing your logs, attach the zip file to an email to your Customer Champion. The steps for attaching logs to an email vary. Commonly-used email providers include:

Your email provider may limit the size of your attachments. If you cannot attach your logs to an email, use an alternative method of sending logs.

Alternative methods

Gathering logs from your file system

If you are unable to access the CrashPlan app to use the getlogs command, you can locate the log files directly on your computer's file system.

  1. On your computer, go to the service log directory:
    • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
      To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
    • Windows XP: 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. If you installed per user, see the file and folder hierarchy.
    • OS X: /Library/Logs/CrashPlan
      If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/log
  2. Compress the log file:
    • Windows: Right-click the log directory, point to Send To and then click Compressed (zipped) Folder
    • Mac: Control+click or two-finger tap on the log directory and select Compress.
  3. Follow the steps above to send the logs to your Customer Champion.

If your Customer Champion requests more logs, see Log File Locations below.

Sending logs online

You can upload up to 100GB of data when using a link from your Customer Champion.

  1. Navigate to the link provided by your Customer Champion.
  2. Add the requested files using one of these options:
    • Drag and drop the files from a file manager.
    • Click Browse files to select files from your file system.
  3. Click Upload to upload the files to Code42.
    Progress is displayed as each file is uploaded and a success message appears when the upload is finished.

We recommend using an HTML5-compliant browser to upload your logs, such as:

  • Mozilla Firefox
  • Google Chrome
  • Safari
  • Internet Explorer 10 or later

Sending logs in your support ticket

You can also include logs in a support ticket. However, the log files must be 20 MB or less in size.

  1. Open a new ticket or update an existing ticket with our Customer Champions team
  2. Complete the form with a detailed description of your issue
  3. In the Attachment(s) section, click Attach file
  4. Navigate to and select the zipped log files you just created
    Total attachment size is limited to 20 MB per message or response
  5. Click Submit

Additional resources

CrashPlan app log file locations

CrashPlan app service logs

  • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
    To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
  • Windows XP: 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. If you installed per user, see the file and folder hierarchy.
  • OS X: /Library/Logs/CrashPlan
    If you installed per user, see the file and folder hierarchy.
  • Linux: /usr/local/crashplan/log

User interface logs

Include these logs only if a Customer Champion specifically requests them.

  • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
    To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
  • Windows XP: 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. If you installed per user, see the file and folder hierarchy.
  • OS X: ~/Library/Logs/CrashPlan
    To view this hidden folder, open the Finder, press Command-Shift-G, and paste the path.
  • Linux: /usr/local/crashplan/log

Viewing hidden folders

The Program Data folder in Windows and the User Library folder in OS X are "hidden" by default. To reveal a hidden folder:

Windows
  1. Go to Start > Control Panel > Appearance and Personalization > Folder Options > View.
  2. Select Show hidden files, folders, and drives.
OS X
  1. From the Finder, select Go.
  2. Hold down the Option key to reveal the Library folder.