Problem
You are experiencing one or more of the following issues with your backup:
- Real-time file changes are not backed up: New or changed files in specific folders are not detected by the real-time file watcher, and are only backed up after a scheduled verification scan.
- Older file versions are not retained: Older versions of files or directories are unexpectedly pruned from the archive when archive maintenance runs, and cannot be restored.
Environment
- CrashPlan app
- Backup file selections configured manually via the CrashPlan console
Cause
These issues occur when there is a capitalization mismatch between the file path configured in the CrashPlan console and the actual file path on the user's device.
For example, if an administrator configures the backup to include C:/Example_Folder, but the folder on the user's device is actually named C:/example_folder, the CrashPlan app will fail to monitor it properly due to the difference in case.
Note on Linux
Unlike Windows and macOS, Linux operating systems are case-sensitive by default. This means it is entirely possible to have multiple files or folders in the exact same location that differ only by capitalization (e.g., /home/user/folder and /home/user/Folder). Because the CrashPlan app evaluates all file paths with strict case-sensitivity, you must ensure the path configured in the console exactly matches the files or folders you intend to back up.
Resolution
To resolve these backup issues, you must update the file selection in the CrashPlan console to exactly match the capitalization of the folder on the user's device.
- Check the affected device and note the exact capitalization of the file or folder path as it appears in the operating system.
- Sign in to the CrashPlan console.
- Navigate to the Device or Organization backup settings where the affected file selection is configured.
- Add the correct, exactly capitalized file path to Included files.
- Apply the configuration change and verify that files are now backing up correctly.
- Once verified, remove the old, incorrectly capitalized file path from Included files.
Do not remove the old path before adding the new one, as this can cause the app to prematurely prune the existing backed-up files.