macOS not backing up files with personal data (Small Business)

Overview

Due to Apple's privacy restrictions for files and folders containing personal data in macOS Mojave 10.14 and later, CrashPlan cannot back up some files from locations like the desktop, Contacts, Photos, and Mail until you grant access to the CrashPlan app.

Affects

Devices running macOS Big Sur 11, macOS Catalina 10.15, and macOS Mojave 10.14. CrashPlan for Small Business users may see a message after opening the CrashPlan app explaining that full disk access is required to ensure all files are backed up.

 Granting full disk access to CrashPlan only required once

If you already followed the steps below to grant full disk access to CrashPlan on macOS Mojave, you do not need to repeat these steps after upgrading to macOS Catalina.

Dismiss the warning message

Select the Do not show this warning again checkbox to prevent the warning from appearing the next time you open the CrashPlan app. If you do not click the checkbox, the warning will continue to appear every time you open the CrashPlan app, even after you perform the recommended solution to grant full disk access described below.

Files_Not_Backing_Up_On_macOS_warning-740-export.png

Users

Step 1: Grant full disk access to the CrashPlan app

  1. Open Apple System Preferences.
  2. Open Security & Privacy.
  3. Select the Privacy tab.
  4. If privacy settings are locked:
    1. Click the lock icon in the lower-left corner.
    2. Enter your device password.
    3. Click Unlock.
  5. In the left pane, select Full Disk Access
  6. In the right pane, click the + icon.
  7. Navigate to Applications > CrashPlan.
  8. Click Open.
    The following message appears: "CrashPlan" will not have full disk access until it is quit.
  9. Click Quit Now.
  10. (Optional) Click the lock in the lower-left corner to re-lock privacy settings.
  11. (Required) Follow the steps in the next section to restart the CrashPlan service. The CrashPlan app will not have full disk access until the CrashPlan service restarts.

Step 2: Restart the CrashPlan service

There are two ways to restart the CrashPlan service: restart your device, or enter a command in the CrashPlan app command prompt. Choose whichever option is easiest for you.

Option 1

Restart your Mac.

Option 2

  1. Open the CrashPlan app.
  2. If necessary, sign in to your account.
  3. Press Option+Command+C to open the CrashPlan commands prompt.
  4. Enter this command:
    restart
  5. Press Enter.
    This closes the CrashPlan app, reauthenticates the CrashPlan app with the CrashPlan server, and then restarts the CrashPlan service.
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