Sending CrashPlan app logs to support

Objective

This article walks you through the steps required to gather CrashPlan app logs and send them to our technical support team for troubleshooting.

Prerequisites

• An HTML5-compliant browser (such as Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge) is recommended for uploading files.

Procedure

Option 1: Gather logs remotely from the CrashPlan console

This option is useful when you cannot physically access the device.

1. Sign in to the CrashPlan console.
2. Navigate to Administration > Devices.
3. Click on the name of the affected device.
4. Click the action menu and select Retrieve logs.
5. Click Retrieve agent logs.
6. Select Yes and enter an email address to receive an email notification, or select No.
7. Click Apply.
8. After a minute or so, click the refresh icon next to "Retrieving." If the logs are ready, it will change to a Download logs link.
9. Click the Download logs link to save the ZIP file.

Option 2: Gather logs in the CrashPlan app

1. Open the CrashPlan app and sign in.
2. Open the CrashPlan Commands window 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 and Linux: Ctrl+Shift+C
     • Mac: Option+Command+C
3. Enter the command getlogs and press Enter.
4. Note the file path returned in the app for the compressed log archive.
5. Navigate to the location of the compressed archive on your device to retrieve the ZIP file.

Option 3: Collect logs from the device's file system

1. Navigate to the CrashPlan service log directory on the device:
   • Windows: C:\ProgramData\CrashPlan\log
   • Mac: /Library/Application Support/CrashPlan/log
   • Linux: /usr/local/crashplan/log
2. Compress the entire log directory into a ZIP, GZ, TGZ, or TAR.GZ file.
3. Give the zipped service log file an identifiable name such as: <your organization name>_servicelogs_<your ticket number>.zip
4. If our technical support team has requested your UI logs, navigate to the UI log directory:
   • Windows: C:\Users\<USERNAME>\AppData\Local\CrashPlan\log
   • Mac: ~/Library/Application Support/CrashPlan/log
   • Linux: ~/.crashplan/log
5. Compress the entire UI log directory.
6. Name the zipped UI log file, for example: <your organization name>_UIlogs_<your ticket number>.zip

Send the logs to technical support

Once you have retrieved your ZIP file using one of the methods above, choose one of the following ways to send it to our support team:

• Files smaller than 50 MB:
  • Initial ticket creation: Sign in to the CrashPlan Help Center to include files in your ticket submission.
  • Replies to existing tickets: Attach the ZIP file to your ticket update (via email or web).
• Files larger than 50 MB:
  • Request a secure upload link from our technical support team.

Additional resources

• Send system information to support