Send log files to support (Small Business)

Overview

When you contact our technical support team, they may ask you to send your CrashPlan for Small Business log files to help them investigate the issue effectively. This article explains how to gather and send your log files.

Step 1: Gather logs from the CrashPlan app

1. Open the CrashPlan app.

2. Open CrashPlan Commands using one of the following methods: 

   • Double-click the CrashPlan logo in the upper-left corner.
   • Enter the keyboard shortcut for your operating system:
     • Windows: Ctrl+Shift+C
     • Mac: Option+Command+C
     • Linux: Ctrl+Shift+C
3. Enter this command: getlogs
   
4. Press Enter.
   The command displays the location of the zip file created in the service log files directory.
5. Copy the location of the zip file.
6. Access the zip file:
   • Windows: Open a file browser and paste the location provided by CrashPlan for Small Business into the address bar.
   • OS X: Open the Finder and press Command-Shift-G. Paste the location provided by CrashPlan for Small Business into the Go to folder window.

Step 2: Send logs to a technical support agent

After you have the zip file containing your logs, attach the zip file to an email to your technical support agent. The steps for attaching logs to an email vary. Commonly-used email providers include:

• Gmail
• Outlook
• Outlook.com
• Yahoo

Your email provider may limit the size of your attachments. If you cannot attach your logs to an email, use an alternative method of sending logs.

Alternative methods

Gather logs from your file system

If you are unable to access the CrashPlan app to use the getlogs command, you can locate the log files directly on your computer's file system.

1. On your computer, go to the service log directory:
   • Windows: C:\ProgramData\CrashPlan\log
     To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
   • Mac: /Library/Logs/CrashPlan
     To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path. If you installed per user, see the file and folder hierarchy.
   • Linux: /usr/local/crashplan/log
2. Compress the log file:
   • Windows: Right-click the log directory, point to Send To and then click Compressed (zipped) Folder
   • Mac: Control+click or two-finger tap on the log directory and select Compress.
3. Follow the steps above to send the logs to your technical support agent.

If your technical service agent requests more logs, see Log file locations below.

Send logs online

You can upload up to 100GB of data when using a link from your technical support agent.

1. Navigate to the link provided by your technical support agent.
2. Add the requested files using one of these options:
   • Drag and drop the files from a file manager.
   • Click Browse files to select files from your file system.
3. Click Upload.
   Progress is displayed as each file is uploaded and a success message appears when the upload is finished.

Send logs in your support ticket

You can also include logs in a support ticket. However, the log files must be 20 MB or less in size.

1. Open a new ticket or update an existing ticket with our technical service team for CrashPlan for Small Business support.
2. Complete the form with a detailed description of your issue.
3. In the Attachment(s) section, click Attach file.
4. Navigate to and select the zipped log files you just created.
   Total attachment size is limited to 20 MB per message or response.
5. Click Submit.

Additional resources

CrashPlan app log file locations

CrashPlan app service logs

• Windows: C:\ProgramData\CrashPlan\log
  To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
• Mac: /Library/Logs/CrashPlan
  To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path. If you installed per user, see the file and folder hierarchy.
• Linux: /usr/local/crashplan/log

User interface logs

Include these logs only if a technical support agent specifically requests them.

• Windows: C:\Users\<USERNAME>\AppData\<Local or Roaming>\CrashPlan\log
  To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
• Mac: ~/Library/Logs/CrashPlan
  To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path.
• Linux: ~/.crashplan/logs

View hidden folders

The Program Data folder on Windows and the User Library folder on OS X are "hidden" by default. To reveal a hidden folder:

Windows

1. Go to Start > Control Panel > File Explorer Options > View.
2. Select Show hidden files, folders, and drives.

OS X

1. From the Finder, select Go.
2. Hold down the Option key to reveal the Library folder in the dropdown menu.
3. Select Go > Library.