Overview
This article provides administrators with a diagnostic path for endpoints that are successfully connected to the CrashPlan cloud but are failing to complete backups. If a device is Online but shows a Warning alert status or an outdated Completed date in the CrashPlan console, use the symptoms below to identify the root cause and navigate to the appropriate resolution guide.
Diagnosing
Are backups paused or heavily throttled?
End-users may have paused their backups, or application settings may be limiting the speed at which that the CrashPlan app can backup data.
- Symptoms: The device is online, but backup progress is completely stalled or moving extremely slowly.
- Resolution: In the device's history log, verify the user has not paused the backup. If needed, disable users' ability to pause backups. Check the backup schedule to ensure backups are allowed to run during active hours. You may also need to make configuration adjustments to speed up the backup.
Is it a macOS device that lacks Full Disk Access?
Apple's privacy restrictions require explicit system-level permissions for applications to access personal user data. If these permissions are missing, the CrashPlan app cannot read the files it needs to back up.
- Symptoms: The device is a Mac, and large amounts of personal files are failing to back up.
- Resolution: See our guide to granting Full Disk Access to the CrashPlan app manually or or using a
.mobileconfigfile.
Are specific files locked or inaccessible?
Individual files may fail to back up if they are open/locked by another application, encrypted, or are restricted operating system files. This often prevents the device from ever mathematically reaching 100% backed up.
- Symptoms: The device's history log displays "Unable to back up <number> files", or the device's Completed date in the console is outdated while new files continue to back up successfully.
- Resolution: Identify the specific problem files using the device's logs, and then resolve the lock or exclude the files from your backup selection. See our specific troubleshooting guides for Mac, Windows, or Linux.
Still need help?
If none of the symptoms above match your environment, contact our technical support team for further troubleshooting assistance. Please include details about the affected device, attempted troubleshooting, and any status messages observed in the CrashPlan app.