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Code42 Support

Reporting iOS issues

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

This tutorial explains how to report issues with CrashPlan mobile app on your iOS device.

Before you begin

Reinstalling the CrashPlan mobile app can resolve a number of issues.

Steps

Step 1: Take a screenshot of the issue

Screenshots may help us diagnose your issue. If the app displays something in an unexpected way, take a screenshot to send to our Customer Champions. To take a screenshot:

  1. Press and hold the home button
    This is the physical button located below your device's screen
  2. While the home button is held down, press the sleep/wake button
    This is the switch on the top of your device
  3. Attach your screenshot to your ticket for the issue

Step 2: Send your CrashPlan mobile app logs to support

  1. Open the CrashPlan mobile app
  2. Click the gear icon in the upper right
  3. Tap About this app
  4. Triple-tap Codefortytwo in the upper right
    A form opens
  5. Enter the ticket number for your issue
  6. Tap Send

What information should I include in my ticket?

Provide as much of the following information as possible in your ticket:

  • Description of the issue
  • Device Type
  • iOS Version
  • Network connection type (e.g. edge, 3G, wifi)
  • Mobile carrier, if applicable (e.g. Verizon, AT&T)
  • App version (e.g. CrashPlan 1.0.0)
  • Account type (i.e. CrashPlan for Home, CrashPlan PRO, or Code42 for Enterprise)
  • Security type
    Note: Only include security type if you have upgraded your security (i.e. archive password or custom 448-bit key). We don't need the password/key itself!