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Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

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Send logs to enterprise support

Who is this article for?

Incydr
Code42 for Enterprise
CrashPlan for Enterprise
CrashPlan for Small Business

Incydr, yes.

CrashPlan for Enterprise, yes.

Code42 for Enterprise, yes.

CrashPlan for Small Business, no.

Overview

When troubleshooting an issue in your Code42 environment, a Customer Champion may request a copy of the logs or other diagnostic material from your Code42 app, or if you have an on-premises Code42 environment, from your Code42 server. This article provides instructions for you to send these resources to our Customer Champion team.

CrashPlan for Small Business
This article is for Code42 for Enterprise. If you are a CrashPlan for Small Business customer, see Send CrashPlan for Small Business log files to support

Considerations

  • We recommend using an HTML5-compliant browser to upload resources, such as:
    • Mozilla Firefox
    • Google Chrome
    • Safari
    • Internet Explorer 10 or later
  • Resources that you upload to Code42 are stored securely in our data centers and accessible only to our Customer Champions. For more information about Code42's security practices for support, contact our Customer Champions.
  • If you use managed appliances, our Customer Champions can retrieve your Code42 server logs for you.

Send Code42 server logs

The following instructions apply to on-premises Code42 environments only.

Sensitive data
Your Code42 server's non-sanitized database dumps and live database contain sensitive information. Do not send your Code42 server's non-sanitized database dump or live database unless a Customer Champion requests it.

To remove sensitive information, create a sanitized database dump from the Code42 console CLI. Sanitized database dumps created by your Code42 server are stored in your log folder. You can send sanitized database dumps to our Customer Champions at any time.

Step 1: Gather server logs

  1. Navigate to the directory that contains the logs:
    • Linux: /var/log/proserver
      Applies to Code42 servers installed as root on Ubuntu
    • Windows: C:\Program Files\CrashPlan PROe Server\logs
  2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
  3. Name the compressed file you create using this format:
    <your organization name>_<your ticket number>.zip

Step 2: Send server logs to Code42

You can send files to Code42 in one of the following ways:

Attach files to email

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.

Attach files to your ticket

  1. Open a new ticket or update an existing ticket with our Customer Champions​ for Code42 for Enterprise support.
  2. Complete the form with a detailed description of your issue​.
  3. In the Attachment(s) section, click Attach file.
  4. Navigate to and select the zipped log files you just created.​
    Total attachment size is limited to 20 MB per message or response.
  5. Click Submit.

Use a link from your Customer Champion

You can upload up to 100GB of data when using a link from your Customer Champion.

  1. Navigate to the link provided by your Customer Champion.
  2. 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.
  3. Click Upload.
    Progress is displayed as each file is uploaded and a success message appears when the upload is finished.

Send Code42 app logs

Step 1: Gather Code42 app logs

On the device, collect the Code42 app logs.

If you do not have physical access to the device, see the alternative method below to collect the logs remotely using the Code42 console.

Choose one of these options to collect logs from the device.

Option A: Use a manual command in the Code42 app

  1. On the device, open the Code42 app.
  2. Open the CLI interface for manual commands. Enter the keyboard shortcut for your operating system.
    • Windows: Ctrl+Shift+C
    • Mac: Option+Command+C
    • Linux: Ctrl+Shift+C
  3. Enter this command:
    getlogs
  4. Press Enter.
    The Code42 app compiles the logs and displays the location of the compressed archive. You may need to scroll left or right to see the entire file path.
    Example: /Library/Logs/CrashPlan/cl_910394196470909434_c02r2d2qfv_2020_0610_1619.zip
  5. Navigate to the location of compressed archive and then follow the steps below to send the logs to Code42.

Option B: Collect logs on the device's file system

  1. Collect the service logs.
    1. Navigate to the Code42 service log directory:
      • Windows: C:\ProgramData\CrashPlan\log
        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.
      • Mac: /Library/Logs/CrashPlan
        If you installed per user, see the file and folder hierarchy.
      • Linux: /usr/local/crashplan/log
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
    3. Name the zip file you create using this format:
      <your organization name>_servicelogs_<your ticket number>.zip
  2. (Optional) Collect the UI logs.
    The UI log is optional. Include it only if requested by a Customer Champion.
    1. Navigate to the Code42 app UI log directory:
      • Windows:
        • Version 6.5 and earlier: C:\ProgramData\CrashPlan\log
        • Version 6.5.1 and later: C:\Users\<username>\AppData\Local\CrashPlan\log
        To view these hidden folders, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
      • Mac: ~/Library/Logs/CrashPlan
        To view this hidden folder, open the Finder, press Command-Shift-G, and paste the path.
      • Linux:
        • Version 6.8.1 and earlier: /usr/local/crashplan/log
        • Version 6.8.2 and later: ~/.code42/log
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
    3. Name the zip file you create using the format:
      <your organization name>_UIlogs_<your ticket number>.zip

Alternative method: Gather Code42 app logs remotely

If the Code42 app can contact your authority server, retrieve the logs directly from the Code42 console. This option is useful when you cannot physically access the device.

  1. Sign in to your Code42 console.
  2. Go to Devices.
  3. Select the device containing the logs.
  4. From the action menu, select Retrieve Logs.
    • Code42 cloud 
      On the Agent logs request history dialog:
      1. Click Retrieve agent logs.
        Retrieving... displays under the Logs URL column of the table. (If the device is offline, Retrieving... displays until the device is online.) When the logs are available, a Download logs link displays. 
      2. Click the Download logs link. 
        The logs are downloaded in a ZIP file. 
    • On-premises
      The logs are copied to your authority server. To copy logs from the device to your authority server:
      1.  Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
      2. Navigate to the directory that contains the logs:
        • Linux: /var/opt/proserver/client-logs
          Applies to Code42 servers installed as root on Ubuntu
        • Windows: C:\Program Files\CrashPlan PROe Server\client-logs
      3. Name the compressed file you create using the format:
        <your organization name>_<your ticket number>.zip
      4. Follow the steps below to send the logs to Code42.

Step 2: Send Code42 app logs to Code42

You can send files to Code42 in one of the following ways:

Attach files to email

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.

Attach files to your ticket

  1. Open a new ticket or update an existing ticket with our Customer Champions​ for Code42 for Enterprise support.
  2. Complete the form with a detailed description of your issue​.
  3. In the Attachment(s) section, click Attach file.
  4. Navigate to and select the zipped log files you just created.​
    Total attachment size is limited to 20 MB per message or response.
  5. Click Submit.

Use a link from your Customer Champion

You can upload up to 100GB of data when using a link from your Customer Champion.

  1. Navigate to the link provided by your Customer Champion.
  2. 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.
  3. Click Upload.
    Progress is displayed as each file is uploaded and a success message appears when the upload is finished.
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