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Code42 Support

Clear your cache for quick fixes

Available in:

  • CrashPlan PRO
    • Standard
    • Premium
    • Enterprise
Applies to:

Overview

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

  • The Code42 app reports there are no files to download, or some files appear to be missing from the Get Files view.
  • The Code42 app is unable to connect to backups.
  • The Code42 app is reporting incorrect information about your backup status, or it reports that it is backing up your entire device all over again.

Under the hood

The Code42 app stores a cache of temporary information on your device, much like a web browser does. This cache includes information about all of your destinations, the data you have on your device, and a number of settings that help the Code42 app run fast.

Sometimes this cache becomes outdated or gets modified by another process on your device. This can cause Code42 app to report inaccurate information about your backup status, the files that are available for download, and more.

Recommended solution

Clearing the cache is a quick procedure you can use to troubleshoot issues in the Code42 app.

Considerations

Once you clear your cache, the Code42 app immediately erases its cache files on your device and starts synchronizing your file selection to your backup destinations. Clearing the cache does not impact the data stored in your backups or change your settings. Manually clearing the cache can address issues with online destinations, as well as local backups.

While it may look like the backup process is starting over, it is not. The Code42 app is rebuilding your cache. Please allow time for this process to complete.

Manually clear your cache

  1. Stop the Code42 service.
  2. Navigate to the cache directory for your operating system:
    • Windows: 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.
    • OS X: /Library/Caches/CrashPlan
      If you installed per user, see the file and folder hierarchy.
    • Linux: /usr/local/crashplan/cache

CrashPlan Cache Folder Mac

  1. Delete all files and folders found within this folder.
    OS X only: When prompted, enter your password.
  2. Empty your device's trash.
  3. Start the Code42 service.

Next steps

If clearing the cache did not solve your issue, please try uninstalling and reinstalling the Code42 app.