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Send logs to enterprise support

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Applies to:
  • Code42 for Enterprise

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 server or Code42 app. This article provides instructions for you to send these resources to our Customer Champion team.

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

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 administration 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, tar.gz, or rar.
  3. Name the compressed file you create according to 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 your case

You can attach up to 10 files and up to 2 GB of data when you update your case. Cases as a whole do not have file quantity or data size limits.

To upload files to your case:

  1. Log in to https://community.code42.com.
  2. Click My Cases.

Customer portal My Cases

  1. In the case list, click the case number for which you need to upload files. 
    The details for that case appear.
  2. Below the case details, click into the Share box.
    The Share box expands to show more options.

Update case

  1. In the bottom-left of the Share box, click the attachment button Attachment button. 
    The Select Files window appears.
  2. In Select Files, click Upload Files Upload files button. 
  3. Select the files you would like to upload.
    The attachment(s) appear below the comment box. 
  4. Click Share.
    The file(s) and your update appear in the case feed.

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 Alternative Methods below to collect the logs remotely using the administration 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:
    • Code42 app version 5.x and 6.x: Enter the keyboard shortcut Ctrl+Shift+C (Windows) or Option+Command+C (Mac).
    • Code42 app version 4.x: Double-click the logo in the upper-right corner to access the CLI interface for manual commands.
  3. Enter this command:
    getlogs
  4. Press Enter.
    The Code42 app compiles the logs and displays the location of the compressed archive.
    Example: cl_111122223333444455_userPC_2015_0108_1300.zip

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, tar.gz, or rar.
    3. Name the zip file you create using the 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: 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
        To view this hidden folder, open the Finder, press Command-Shift-G, and paste the path.
      • Linux: /usr/local/crashplan/log
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
    3. Name the zip file you create using the format:
      <your organization name>_UIlogs_<your ticket number>.zip

Step 2: Send Code42 app logs to Code42

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

Attach files to your case

You can attach up to 10 files and up to 2 GB of data when you update your case. Cases as a whole do not have file quantity or data size limits.

To upload files to your case:

  1. Log in to https://community.code42.com.
  2. Click My Cases.

Customer portal My Cases

  1. In the case list, click the case number for which you need to upload files. 
    The details for that case appear.
  2. Below the case details, click into the Share box.
    The Share box expands to show more options.

Update case

  1. In the bottom-left of the Share box, click the attachment button Attachment button. 
    The Select Files window appears.
  2. In Select Files, click Upload Files Upload files button. 
  3. Select the files you would like to upload.
    The attachment(s) appear below the comment box. 
  4. Click Share.
    The file(s) and your update appear in the case feed.

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.

Alternative methods

Gather Code42 app logs remotely

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

  1. Sign in to your administration console.
  2. Go to Devices.
  3. Select the device containing the logs.
  4. From the action menu, select Retrieve Logs to copy logs from the device to your authority server.
  5. 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
  6. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, tar.gz, or rar.
  7. Name the compressed file you create according to this format:
    <your organization name>_<your ticket number>.zip
  8. Follow the steps above to send the logs to Code42.
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  1. Article type
    How-to
    Available in Code42 CrashPlan Enterprise
    Yes
    Available in Code42 CrashPlan Premium
    Yes
    Available in Code42 CrashPlan Standard
    Yes
    Available in CrashPlan PRO for Small Business
    No
    Stage
    Final
  2. Tags
    1. guidetype:admin guide
    2. log
    3. log file
    4. send logs
    5. server logs