macOS not backing up files with personal data (Enterprise)

Overview

Due to Apple's privacy restrictions for files and folders containing personal data in macOS Catalina 10.15 and macOS Mojave 10.14, 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 Catalina 10.15 and macOS Mojave 10.14.
• Beginning with CrashPlan app version 8.5.0, the warning message shown below may appear if the administrator chooses to show the message.

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. 

• CrashPlan app version 8.5.0 and later: The message only appears if full disk access is not granted to CrashPlan. If you do not click the checkbox, the warning continues to appear every time you open the CrashPlan app until you perform the recommended solution to grant full disk access described below.
• CrashPlan app version 8.2.2 and earlier: If you do not click the checkbox, the warning continues to appear every time you open the CrashPlan app, even after you perform the recommended solution to grant full disk access described below.

Recommended Solution

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 does 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.

Step 3: Confirm full disk access status (optional)

Requires CrashPlan app version 8.2 or later.

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:
   fullDiskAccess
5. Press Enter.
   A message appears indicating if full disk access is enabled or disabled.

Administrators

Use a device management tool, such as Jamf Pro, to manage security preferences on macOS Catalina 10.15 and macOS Mojave 10.14. For more details, see Grant CrashPlan permissions to macOS devices (CrashPlan).

Jamf also provides instructions for granting full disk access. See Preparing Your Organization for User Data Protections on macOS 10.14.

For other mobile device management (MDM) tools, consult with your vendor for more information.