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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, yes.

CrashPlan Cloud, yes.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to app versions 6, 7, and 8.

Other available versions:

Version 4

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Real-time changes not detected

Overview

The Code42 app fails to back up new files. This issue is caused by a daemon, or process, within the operating system failing to report these changes to the Code42 app when the file verification scan runs.

Before you begin

Verify that the Preferred time for verification scan is appropriately configured in the Code42 console.

  1. Access device backup defaults:
    • Code42 cloud
      1. Go to Administration > Environment > Organizations.
      2. Select an organization.
      3. Click the Action menu.
      4. Select Device Backup Defaults.
      5. Click the Backup tab. 
    • On-premises
      • Go to Administration > Settings > Device Backup > Backup.
  2. Locate Preferred time for verification scan.
    Verify that it is set to run daily at a time of low computer use.

Backup Verification Scan

Diagnosing

To determine whether or not real-time file watching is working, you can manually start the file verification scan in the Code42 app.

  1. Select Settings.
  2. Select Backup Sets.
  3. Click the Ellipsis Icon button.
  4. Select Scan for file changes.

Scan for File Changes

If the file verification scan detects your new files, proceed to the section below about your operating system to continue troubleshooting.

Recommended solution

Mac

If you notice that new files are not being detected and backed up by the Code42 app, see Understand and troubleshoot backup issues with Mac file watching services.

Windows

Non-ntfs-formatted volumes

Real-time file watching relies on NTFS (New Technology File System) events posted from the operating system to keep track of changes in your files. Real-time file watching does not work on volumes that are not in the NTFS format.

To check which format your drive is using:

  1. Open a file browser.
  2. Right-click on the drive you want to check (typically the C: drive) and select Properties.
  3. From the General tab, locate the File System description and verify that it is NTFS.

VSS on Windows

If you are working on an open file, the Code42 app relies on a system-level service called VSS (Volume Shadow Copy Service) to make a copy of this file for backup. If VSS is unable to provide a copy, the Code42 app skips the file and tries again the next time it performs a backup. However, if you notice that your backups are not reaching 100%, or that the open file has not backed up newer versions recently, refer to Unable to back up files (Windows).

Linux

The Code42 app requires the kernel extension called inotify to run when files are added, removed, or changed. Verify that inotify is installed and running so the Code42 app can watch files in real time.

If inotify is installed and running, but real-time file changes are still not detected, you may be running into inotify's max watch value. For troubleshooting and resolution, see Linux real-time file watching errors.

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