Problem
After the device replacement process is completed, previously backed-up files cannot be located. The files do not appear when viewing the Restore Files browser within the CrashPlan app.
Environment
- CrashPlan app
- Replace Device process recently completed
Cause
This issue occurs when the CrashPlan app scans the new device after the replacement completes and does not detect the previously backed-up files within the backup selection. This typically happens if files were not transferred to the new device, only partially transferred, or moved to a location outside of the configured backup selection. Because the app cannot locate these files on the local drive during a backup, it marks them as deleted in the backup archive. By default, the Restore Files browser hides deleted files, causing the data to appear missing.
Resolution
Note about data retention
If the files were marked as deleted longer than your organization's deleted file retention period, they may be permanently purged and unavailable for restore.
- Open the CrashPlan app.
- Click Restore Files.
- Click As Of Today.
- Adjust the calendar to a date prior to the device replacement.
Downloading from a prior date is often the most direct way to view the archive exactly as it was before the replacement. - Select the missing files or folders you need to recover.
- Click Restore Files.
- (Optional) Set a custom restore location or other options.
- Click Go to begin the restore.