Send CrashPlan for Small Business log files to support
Who is this article for?
Instructor, no.
Incydr Professional, Enterprise, Gov F2, and Horizon, no.
Incydr Basic, Advanced, and Gov F1, no.
CrashPlan Cloud, no.
Retired product plans, no.
CrashPlan for Small Business, yes.
Overview
When you contact our Customer Champions, they may ask you to send your CrashPlan for Small Business log files to help them investigate the issue effectively. This article explains how to gather and send your log files.
For information on gathering logs in enterprise Code42 environments, see Send logs to enterprise support instead.
Videos
Watch the brief videos below for instructions on gathering log files from a Windows or Mac device to send to a Customer Champion.
Windows
Mac
Step 1: Gather logs from the Code42 app
- Open the Code42 app.
- Enter this command:
getlogs
- Press Enter.
The command displays the location of the zip file created in the service log files directory. - Copy the location of the zip file.
- Access the zip file:
- Windows: Open a file browser and paste the location provided by CrashPlan for Small Business into the address bar.
- OS X: Open the Finder and press Command-Shift-G. Paste the location provided by CrashPlan for Small Business into the Go to folder window.
Step 2: Send logs to a Customer Champion
After you have the zip file containing your logs, attach the zip file to an email to your Customer Champion. The steps for attaching logs to an email vary. Commonly-used email providers include:
Your email provider may limit the size of your attachments. If you cannot attach your logs to an email, use an alternative method of sending logs.
Alternative methods
Gather logs from your file system
If you are unable to access the Code42 app to use the getlogs command, you can locate the log files directly on your computer's file system.
- On your computer, go to the service log directory:
- Compress the log file:
- Windows: Right-click the log directory, point to Send To and then click Compressed (zipped) Folder
- Mac: Control+click or two-finger tap on the log directory and select Compress.
- Follow the steps above to send the logs to your Customer Champion.
If your Customer Champion requests more logs, see Log file locations below.
Send logs online
You can upload up to 100GB of data when using a link from your Customer Champion.
- Navigate to the link provided by your Customer Champion.
- Add the requested files using one of these options:
- Drag and drop the files from a file manager.
- Click Browse files to select files from your file system.
- Click Upload.
Progress is displayed as each file is uploaded and a success message appears when the upload is finished.
Send logs in your support ticket
You can also include logs in a support ticket. However, the log files must be 20 MB or less in size.
- Open a new ticket or update an existing ticket with our Customer Champions for CrashPlan for Small Business support.
- Complete the form with a detailed description of your issue.
- In the Attachment(s) section, click Attach file.
- Navigate to and select the zipped log files you just created.
Total attachment size is limited to 20 MB per message or response. - Click Submit.
Additional resources
Code42 app log file locations
Code42 app service logs
User interface logs
Include these logs only if a Customer Champion specifically requests them.
View hidden folders
The Program Data folder on Windows and the User Library folder on OS X are "hidden" by default. To reveal a hidden folder:
- Go to Start > Control Panel > File Explorer Options > View.
- Select Show hidden files, folders, and drives.
- From the Finder, select Go.
- Hold down the Option key to reveal the Library folder in the dropdown menu.
- Select Go > Library.