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This article applies to CrashPlan PROe version 3.

Code42 Support

Sending Logs To Enterprise Support

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This article applies to CrashPlan PROe version 3.

When troubleshooting an issue in your Code42 environment, a Customer Champion may request a copy of the logs or other diagnostic material from your enterprise server or device. This article provides instructions for you to send these resources to our Customer Champion team.

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 database dump
Do not send your enterprise server's database dump or live database unless a Customer Champion requests it.

Step 1: Gather server logs

  1. 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
  2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
  3. 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 administration console.

Choose one of these options to collect logs from the device.

Option A: Use a manual command in the CrashPlan app

  1. On the device, open the CrashPlan app.
  2. Double-click the CrashPlan logo to access the CLI interface for manual commands.
  3. Enter this command:
    getlogs
  4. 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

  1. Collect the service logs.
    1. 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
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
    3. Name the zip file you create using the format:
      <your organization name>_servicelogs_<your ticket number>.zip
  2. (Optional) Collect the UI logs.
    The UI log is optional. Include it only if requested by a Customer Champion.
    1. 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
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
    3. Name the zip file you create using the format:
      <your organization name>_UIlogs_<your ticket number>.zip

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
  1. From the task bar, select the SharePlan icon.
  2. Click the action menu and select About SharePlan.
  3. Select Prepare logs for support.
    The SharePlan app compiles log information and places a .zip file on your desktop in a folder called SharePlanLogs.
  1. From the menu bar, select the SharePlan icon.
  2. Click the action menu and select About SharePlan.
  3. Select Prepare Logs for Support.
    The SharePlan app compiles log information, places a .zip file on your desktop in a folder called SharePlanLogs, and opens an email.
  4. Close the email without sending it.

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
  1. Open the SharePlan mobile app.
  2. Tap Settings.
  3. Select Send Logs to Support.
    The SharePlan mobile app compiles log information and opens an email with your logs attached.
  4. Send the logs via email to a computer that can send the logs to Code42.
  1. Open the SharePlan mobile app.
  2. Tap the Menu icon.
  3. Select Send logs to support.
    The SharePlan mobile app compiles log information.
  4. Select a mail application, such as Gmail.
    An email opens with your logs attached.
  5. Send the logs via email to a computer that can send the logs to Code42.

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 administration console. This option is useful when you cannot physically access the CrashPlan app device.

  1. Sign in to your administration console.
  2. Go to Devices.
  3. Select the device containing the logs.
  4. From the action menu, select Retrieve Logs to copy logs from the device to your master server.
  5. 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
  6. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
  7. Name the compressed file you create according to this format:
    <your organization name>_<your ticket number>.zip
  8. 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:

  1. Find the logs on your device's file system:
  2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
  3. Name the compressed file you create according to this format:
    <your organization name>_<your ticket number>.zip
  4. Follow the steps above to send the logs to Code42.