CrashPlan app logs record the configuration details and activity of the CrashPlan app on a device. They are frequently used when troubleshooting, and requested by support teams when investigating issues related to CrashPlan. How to collect them depends on whether the device can connect to the CrashPlan cloud:
- The device can connect: Retrieve the logs remotely from the CrashPlan console, including from a device that is offline at the moment.
- The device cannot connect: Collect the logs on the device, with the CrashPlan app or from the log folder.
Retrieve logs from the CrashPlan console
Retrieving CrashPlan app logs from the CrashPlan console requires a role with the viewlogs.device permission, such as Customer Cloud Admin or Org Admin. The permissions of every role are listed in the User Roles reference.
- Sign in to the CrashPlan console.
- Select Administration > Environment > Devices.
- Click the name of the device.
- From the action menu
, select Retrieve Logs.
The Agent logs request history page opens. - Click Retrieve agent logs.
- In the Retrieve log: Email notification pane, choose how to find out that the logs are ready:
- Yes, notify me at the following email address: Enter the email address to notify.
- No, I don't need to receive an email. Check the status on the Agent logs request history page.
- Click Apply.
The Logs URL column shows "Retrieving..." until the logs are ready. - To update the status, click the refresh icon next to "Retrieving...".
When the logs are ready, a Download logs link replaces it. - Click Download logs.
The logs download as a zip file that contains every CrashPlan app log on the device, including the user interface (UI) logs.
A request for a device that is offline waits until the device next connects to the CrashPlan cloud. For a device that cannot connect to the CrashPlan cloud, collect the logs on the device instead. Retrieved logs can be downloaded until the date in the Logs expiration column, 14 days after retrieval. Every column and option on the page is described in Agent logs request history reference.
Collect logs on the device
Collecting CrashPlan app logs on the device works whether or not the device can connect to the CrashPlan cloud. The logs are in the CrashPlan app log folder, which depends on the operating system and the installation type:
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Windows:
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System installation:
C:\ProgramData\CrashPlan\log -
Per-user installation:
%LOCALAPPDATA%\CrashPlan\log. On a computer that uses roaming profiles, it may be%APPDATA%\CrashPlan\loginstead.
-
System installation:
-
Mac:
-
System installation:
/Library/Application Support/CrashPlan/log -
Per-user installation:
~/Library/Application Support/CrashPlan/log
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System installation:
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Linux:
/usr/local/crashplan/log
The quickest way to open the log folder is by its path: paste the path into the address bar of File Explorer on Windows, or press Command+Shift+G in the Finder on Mac and paste it there. On Windows, %LOCALAPPDATA% and %APPDATA% stand for folders in the profile of the user signed in to the device. On Mac and Linux, ~ stands for that user's home folder.
On a Mac System installation, if the Finder reports that you do not have permission to open the log folder, give your account Read access to it in the folder's Get Info window.
Create a log archive with the CrashPlan app
The CrashPlan app's getlogs command compresses every CrashPlan app log on the device, including the UI logs, into one zip file in the log folder.
- Open the CrashPlan app on the device.
- Open the CrashPlan Commands window in one of these ways:
- CrashPlan logo: Double-click the logo in the upper-left corner of the app.
- Keyboard shortcut: Press Ctrl+Shift+C on Windows or Linux, or Option+Command+C on Mac.
- Enter
getlogsand press Enter.
The app displays the path of the zip file it created. - Open the folder in the path the app displays, and copy the zip file to a folder that is easy to find, such as the desktop.
Compress the log folder
Compressing the CrashPlan app log folder collects the logs without the CrashPlan app, for a device where the app does not open.
- Open the log folder for the device's operating system and installation type.
- Select every file in the folder and compress them into a single file, such as a zip file.
- On a System installation, the UI logs are in a separate folder, in the profile of the user who runs the CrashPlan app. If a support team asks for them, compress that folder as well:
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Windows:
%LOCALAPPDATA%\CrashPlan\log -
Mac:
~/Library/Application Support/CrashPlan/log -
Linux:
~/.crashplan/log
-
Windows:
Send logs to CrashPlan technical support
Send CrashPlan app logs to CrashPlan technical support by attaching the compressed file to your support ticket:
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Files up to 50 MB: Attach the file to the ticket.
- New ticket: Sign in to the CrashPlan Help Center before you submit the ticket. Attaching a file requires a Help Center account.
- Existing ticket: Attach the file to your reply, by email or in the Help Center.
- Files over 50 MB: Ask CrashPlan technical support for a secure upload link.
CrashPlan technical support may also ask for system information from the device's operating system, which is collected separately, as described in Send system information to support.