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Who is this article for?
Find your product plan in the Code42 console on the Account menu.

Incydr Professional, Enterprise, and Gov F2
Incydr Basic, Advanced, and Gov F1
Other product plans

Incydr Professional and Enterprise, no.

Incydr Basic and Advanced, no.

CrashPlan Cloud, no.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to app version 5.


Note: This app version is no longer supported.


Other available versions:

Versions 6, 7, and 8

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Cannot access CrashPlan app logs on Mac

Who is this article for?
Find your product plan in the Code42 console on the Account menu.

Incydr Professional, Enterprise, and Gov F2
Incydr Basic, Advanced, and Gov F1
Other product plans

Incydr Professional and Enterprise, no.

Incydr Basic and Advanced, no.

CrashPlan Cloud, no.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to app version 5.


Note: This app version is no longer supported.


Other available versions:

Versions 6, 7, and 8

Overview

This article describes a known issue which prevents you from accessing CrashPlan app log files after upgrading to the following Mac OS versions:

  • OS X 10.11
  • MacOS 10.13

To correct this problem, follow the steps below to use the chmod Terminal command to change the permissions of the CrashPlan app log directory.

Affects

Devices that meet both of these criteria:

  • Upgraded to OS X 10.11 or MacOS 10.13 from an earlier version of OS X.
  • Installed the CrashPlan app for everyone. (Per-user installations are not affected.)

Considerations

You must have administrative access to your machine to use the chmod command. Learn more about enabling administrative access on OS X.

Diagnosing

Verify the problem by viewing the permissions on the CrashPlan app log directory:

  1. Go to Applications > Utilities.
  2. Open Terminal.app
    The OS X Terminal opens.
  3. Enter this command:cd /Library/Logs/CrashPLan
    The Terminal attempts to open the CrashPlan app's log directory.
  4. If the terminal reports Permission denied, follow the recommended solution below.

For example:

prompt$ cd /Library/Logs/CrashPlan
-bash: cd: /Library/Logs/CrashPlan: Permission denied

Recommended solution

Resolve the issue by changing permissions for the /Library/Logs/CrashPlan directory:

  1. From the Finder, open Applications > Utilities > Terminal.
  2. Enter this command:sudo chmod 755 /Library/Logs/CrashPlan
  3. Press return.
  4. Enter your password when prompted.
    The password doesn't display as you enter it.
  5. Verify that you have changed the directory's permissions by entering this command:cd /Library/Logs/CrashPlan
  6. Press return.
    The Terminal opens the CrashPlan app's log directory.
  7. Enter this command:pwd
  8. Press return.
    The Terminal confirms that /Library/Logs/CrashPlan is open.

Here's what the series of commands and replies look like all together:

prompt$ cd /Library/Logs/CrashPlan
-bash: cd: /Library/Logs/CrashPlan: Permission denied
prompt$ sudo chmod 755 /Library/Logs/CrashPlan
Password: ***
prompt$ cd /Library/Logs/CrashPlan
prompt$ pwd
/Library/Logs/CrashPlan