File metadata not restored

Overview

This article describes a known issue in which some file metadata (such as Created Date) is not backed up in certain circumstances with CrashPlan app versions 4.4.0 - 4.8.1 and 5.0.0 - 5.4.1 on Windows devices. Backups of the actual file contents are not impacted by this issue.

This issue is fixed in CrashPlan app versions 4.8.2 (4-series) and 5.4.2 (5-series) and later.

Affects

To be affected by this issue, your Code42 environment must meet all of the following conditions:

• Windows devices backed up files with CrashPlan app versions 4.4.0 - 4.8.1 or 5.0.0 - 5.4.1.
• The CrashPlan app is installed for all users on those devices.
• The option to back up open files is enabled in the administration console.
• The CrashPlan app backs up the VSS (Volume Shadow Service) snapshot of a file locked by another program.

If all of these conditions exist, some file metadata (such as Created Date, Accessed Date, Archive, Directory, Normal, Readonly and Temporary) may not be backed up properly. This can result in blank or incorrect values for these metadata types when the file is restored. Metadata may also be affected for other files that are not open or locked, but that are queued for backup at the same time as the file that required a VSS snapshot.

Recommended solution

Upgrade your Code42 server and CrashPlan apps to the most recent version. After upgrading, future new and incremental file backups will back up file metadata correctly. Files backed up prior to the upgrade may still have missing or incorrect file metadata.

This issue was fixed in the Code42 cloud the week of April 24, 2017 via an automatic upgrade to CrashPlan app version 4.8.2. Future new and incremental file backups will correctly back up file metadata. Files backed up prior to the Code42 cloud update may still have missing or incorrect metadata.

Related topics

• Supported metadata
• File search
• Add reference information to devices, users, and organizations
• Include or exclude files for backup