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This article applies to Code42 for Enterprise version 4.

Code42 Support

CrashPlan mobile app: Cannot restore iWork documents and other package files

This article applies to Code42 for Enterprise version 4.


When attempting to restore a file created with iWork on the CrashPlan mobile app, the files display as a folder that cannot be restored. Only the contents of the folder can be restored.


  • CrashPlan mobile app
  • Files created in OS X and iOS applications that save files in a package format, including iWork '13 apps such as iPhoto, iMovie, Pages, Numbers, Keynote, and GarageBand


Certain OS X and iOS applications—most notably Keynote, Pages, Numbers, and GarageBand—save files in a proprietary Apple format called a package. Package files look like a single file on your device, but actually contain multiple items.

The CrashPlan mobile app treats these like any other folder. While you can download each file in the package individually, it is not possible to download the package as a single file. However, these files restore normally using the CrashPlan web app and CrashPlan app in OS X.

Files created in iWork '09 apps are not saved as packages so are not affected by this issue.

Recommended solution

Restore files using the CrashPlan app or the CrashPlan web app. If the files need to be viewed on iOS, you must convert them to a compatible format or compress (zip) the file. See the External Resources section below for information on Apple-supported formats.