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Code42 Support

Clear your cache for quick fixes

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

Review this troubleshooting article if you are experiencing any of the following:

  • CrashPlan reports there are no files to restore, or some files appear to be missing from the Restore tab.
  • CrashPlan is unable to connect to backups.
  • CrashPlan reports incorrect information about your backup status or reports that it is backing up your entire computer all over again.

Technical cause

CrashPlan stores a cache of temporary information on your computer, much like a web browser does. Sometimes this cache becomes outdated or gets modified by another process on your computer. This can cause CrashPlan to report inaccurate information about your backup status, the files that are available for restore, and more.

Recommended solution

Clearing the cache is a quick way to solve the problems described above. Clearing the cache does not impact the data stored in your backups or change your settings.

  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper right.
    The CrashPlan command-line area opens.
  3. Enter this command:deauthorize
  4. Press Enter.
    You are signed out of the CrashPlan app.
  5. Sign back in to the CrashPlan app.

CrashPlan immediately erases the cache files for each destination and starts synchronizing your file selection to your backup destinations. While it may look like the backup process is starting over, CrashPlan is only rebuilding your cache. Please allow CrashPlan time to complete this process.

Alternative Solution

Manually clear the cache

  1. Stop the CrashPlan service.
  2. Navigate to the cache directory for your operating system:
    • Windows Vista, 7, 8, 10, Server 2008, and Server 2012: C:\ProgramData\CrashPlan\cache
      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 for file locations.
    • Windows XP: C:\Documents and Settings\All Users\Application Data\CrashPlan\cache
      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 for file locations.
    • OS X: /Library/Caches/CrashPlan
      If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/cache
    • Solaris: /opt/sfw/crashplan/cache

CrashPlan Cache Folder Mac

  1. Delete all files and folders found within this folder.
    If you are only having trouble with friend (computer-to-computer) or local backups, delete all files and folders that are not numbered 41, 42, 43, 61, 62, or 63
  2. Empty your computer's trash.
  3. Start the CrashPlan service.

Clear the cache for one destination

Instead of targeting all backup destinations, you can clear the cache for one destination.

  1. On your device, navigate to your log folder:
    • 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. Open the app.log in a text editor.
  3. Locate the Destinations section.
  4. Copy the GUID of the destination that is having issues. The destination GUID is the first number that appears under each Destination section (for example 43 or 1111111111111111111). The name of the destination appears after the GUID.
DESTINATIONS
43, Code42 Cloud1, userId=1, private= code42.crashplan.com:4282, public=42.42.424.424:4282, connectedFor=30min 57sec, cache=/Library/Caches/CrashPlan/43
 - setId=1: 0.0% complete
  1. Open the CrashPlan app.
  2. Double-click the CrashPlan logo in the upper right.
    The CrashPlan command-line area opens.
  3. Enter:backup.replace <destinationGUID>
  4. Press Enter.

Next steps

If clearing the cache did not solve your issue, please try uninstalling and reinstalling CrashPlan.