Problem
Administrators receive an email alert with the subject "New CrashPlan Backup Alerts". The body of the email indicates a device has not connected or backed up in a long time:
| Username / Name | Computer GUID | Computer name | Last Connect | Last Backup |
|---|---|---|---|---|
| john.smith@example.com John Smith |
1234567890000 | John's Mac | 7 days | 7 days |
Environment
- Organization backup alerts are enabled in the CrashPlan console
Resolution
Follow the steps below to identify the device and resolve the issue.
- Sign in to the CrashPlan console.
- Search for the referenced Computer GUID to identify the specific user and device.
- Verify the device status:
- If the device is powered off: No action is required. The backup will resume when the device is turned on.
- If the device is on: Verify the CrashPlan app is running and configured to back up to the CrashPlan cloud.
- If the device is online but not backing up, troubleshoot the CrashPlan app on the endpoint device.
- Monitor the device to ensure it resumes backing up and the alerts stop.
Adjusting alert thresholds
If you determine that the device is behaving normally and the alert was triggered too quickly, you may wish to adjust the reporting sensitivity.
- Sign in to the CrashPlan console.
- Select Administration > Environment > Organizations.
- Select the organization associated with the device.
- Select the action menu, then select Edit.
- Select Reporting.
- Clear the Inherited reporting settings from parent checkbox if necessary.
- Under the Alerts section, change the number of days for the Warning or Critical alert.
- Click Save to confirm the changes.
Cause
These alerts trigger when a device has not backed up within the specific time period configured for the organization. Common causes include:
- The device is powered off or in sleep mode (for example, the user is on vacation).
- The CrashPlan app service is not running or cannot connect to the destination.