Sending Logs To Enterprise Support
Who is this article for?
Incydr, no.
CrashPlan for Enterprise, no.
Code42 for Enterprise, yes.
CrashPlan for Small Business, yes.
This article applies to on-premises authority server version 3.
Considerations
- We recommend using an HTML5-compliant browser to upload resources, such as:
- Mozilla Firefox
- Google Chrome
- Safari
- Internet Explorer 10 or later
- Resources that you upload to Code42 are stored securely in our data centers and accessible only to our Customer Champions. For more information about Code42's security practices for support, contact our Customer Champions.
- If you use managed appliances, our Customer Champions can retrieve your enterprise server logs for you.
Sending Enterprise server logs
Do not send your enterprise server's database dump or live database unless a Customer Champion requests it.
Step 1: Gather server logs
- Navigate to the directory that contains the logs:
- Linux: /var/log/proserver
Applies to enterprise servers installed as root on Ubuntu - Windows: C:\Program Files\CrashPlan PROe Server\logs
- OS X: /Library/Logs/PROServer
- Linux: /var/log/proserver
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
- Name the compressed file you create according to this format:
<your organization name>_<your ticket number>.zip
Step 2: Send server logs to Code42
Sending CrashPlan app logs
Step 1: Gather CrashPlan app logs
On the CrashPlan app device, collect the CrashPlan app logs. If you do not have physical access to the device, see Alternative Methods below to collect the logs remotely using the Code42 console.
Choose one of these options to collect logs from the device.
Option A: Use a manual command in the CrashPlan app
- On the device, open the CrashPlan app.
- Double-click the CrashPlan logo to access the CLI interface for manual commands.
- Enter this command:
getlogs
- Press Enter.
The CrashPlan app compiles the logs and displays the location of the compressed archive.
Example:cl_111122223333444455_userPC_2015_0108_1300.zip
Option B: Collect logs on the device's file system
- Collect the service logs.
- Navigate to the CrashPlan app service log directory:
- Windows Vista, 7, 8, 10, Server 2008, and Server 2012: 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. - Windows XP: C:\Documents and Settings\All Users\Application Data\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. - OS X: /Library/Logs/CrashPlan
If you installed per user, see the file and folder hierarchy. - Linux: /usr/local/crashplan/log
- Solaris: /opt/sfw/crashplan/log
- Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
- Name the zip file you create using the format:
<your organization name>_servicelogs_<your ticket number>.zip
- Navigate to the CrashPlan app service log directory:
- (Optional) Collect the UI logs.
The UI log is optional. Include it only if requested by a Customer Champion.- Navigate to the CrashPlan app UI log directory:
- Windows Vista, 7, 8, 10, Server 2008, and Server 2012: 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. - Windows XP: C:\Documents and Settings\All Users\Application Data\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. - OS X: ~/Library/Logs/CrashPlan
To view this hidden folder, open the Finder, press Command-Shift-G, and paste the path. - Linux: /usr/local/crashplan/log
- Solaris: /opt/sfw/crashplan/log
- Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\log
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
- Name the zip file you create using the format:
<your organization name>_UIlogs_<your ticket number>.zip
- Navigate to the CrashPlan app UI log directory:
Step 2: Send CrashPlan app logs to Code42
Sending SharePlan App logs
Step 1: Gather SharePlan App logs
Select the appropriate steps for your device's operating system, then continue to Step 2 to send the log data.
Windows and OS X
Follow these steps to collect logs from the SharePlan app. If you cannot open the SharePlan app on your device, see Alternative Methods below to collect the logs directly from the device's file system.
Windows | OS X |
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iOS and Android
Due to the structure of mobile file systems, log files are not directly accessible on iOS and Android devices. If you are unable to open the SharePlan mobile app, uninstall and reinstall the app.
iOS | Android |
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Step 2: Send SharePlan App logs to Code42
Alternative methods
Gathering CrashPlan app logs remotely
If the CrashPlan app device can contact your master server, retrieve the device logs directly from the Code42 console. This option is useful when you cannot physically access the CrashPlan app device.
- Sign in to your Code42 console.
- Go to Devices.
- Select the device containing the logs.
- From the action menu, select Retrieve Logs to copy logs from the device to your master server.
- Navigate to the directory that contains the logs:
- Linux: /var/opt/proserver/client-logs
Applies to enterprise servers installed as root on Ubuntu - Windows: C:\Program Files\CrashPlan PROe Server\client-logs
- OS X: /Library/Logs/PROServer/client-logs
- Linux: /var/opt/proserver/client-logs
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
- Name the compressed file you create according to this format:
<your organization name>_<your ticket number>.zip
- Follow the steps above to send the logs to Code42.
Gathering SharePlan App logs manually
If you cannot open the SharePlan app on your device:
- Find the logs on your device's file system:
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
- Name the compressed file you create according to this format:
<your organization name>_<your ticket number>.zip
- Follow the steps above to send the logs to Code42.