Restore says 'completed', but files have not been restored

Problem

After starting a restore via the CrashPlan app, the status in the download menu may switch to a "Completed" status with a green checkmark, but when you check the restore location, all of your requested files haven't been downloaded successfully. 

You may also notice any of the following symptoms:

• After starting the restore, the status in the Downloads menu of the app immediately changes to "completed"
• The size of the restored folders is much smaller than the estimated size of the restore
• When checking the restored folders, folders are empty and contain no files

Environment

• CrashPlan application version: All versions
• Operating systems: All versions
• Conditions: Affects restores started via the app or console

Resolution

1. To verify if there was a restore issue, check the History logs for the device 
   • You do this by checking the History tab for the device in console, or via the history menu in the app. 
   • To check in the app open the appropriate menu:
     • Windows: Tools > History
     • Mac: Windows > History
     • Linux: Tools > History

2. Scroll to the bottom of the history log. 

3. Check to see if you see any 'restore failed' lines such as below:

• W 05/03/25 05:42PM  - Restore failed for /Users/username: mkdir /Users/username: permission denied

The last part of the message indicates what the issue with the restore was - some common issues and their solutions include:

• Mac: 'Permission denied' or 'Operation not permitted'
  • CrashPlan does not have permission to write to the chosen location. Check that full disk access has been granted to the CrashPlan app. 
• Windows: Access is denied
  • CrashPlan does not have permission to write to the chosen location. Check if the chosen folder has the required permissions
    • If restoring a user folder with the 'original location' option, Windows will deny access if that user does not exist on the current computer. In this case, you may want to try restoring to a location in your current user folder, and merging in the subfolders as needed afterwards. 
• Any OS: 'There is not enough space on the disk' or 'Insufficient space'
  • The drive ran out of space while the restore was in progress. To resolve, clear the download in progress, free up enough space to store the files, then try the restore again.

If unable to resolve the issue,  contact our technical support team for assistance. 

Cause

At this time, the CrashPlan app does not have any warning or error message if a restore fails to complete successfully, and will always show a "completed" status even if not all requested files were downloaded.