Overview
When troubleshooting an issue in your Code42 environment, a Technical Support Engineer may request a copy of the logs or other diagnostic material from your Code42 app. This article provides instructions for you to send these resources to our Technical Support Engineer team.
Considerations
- We recommend using an HTML5-compliant browser to upload resources, such as:
- Mozilla Firefox
- Google Chrome
- Safari
- Microsoft Edge
- Resources that you upload to Code42 are stored securely in our data centers and accessible only to our Technical Support Engineers. For more information about Code42's security practices for support, contact our Technical Support Engineers.
Send Code42 app logs
Incydr Professional, Enterprise, Horizon, and Gov F2
Step 1: Gather insider risk agent logs
On the device, collect the insider risk agent 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.
Collect logs on the device's file system
- Navigate to the logs directory.
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
- Name the zip file you create using this format:
<your organization name>_logs_<your ticket number>.zip
Alternative method: Gather insider risk agent logs remotely
If the insider risk agent can contact the Code42 cloud, retrieve the logs directly from the Code42 console. This option is useful when you cannot physically access the device. For more information, see Retrieve device logs from the Code42 console.
- Sign in to your Code42 console.
- Go to Administration > Devices.
- Select the device containing the logs.
- Select Actions > Retrieve agent logs.
- On the Agent logs request history dialog:
- Click Retrieve agent logs.
- In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
- Click Apply.
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.
- Click the Download logs link.
The logs are downloaded in a ZIP file.
Step 2: Send insider risk agent 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 Technical Support Engineer. 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
- Open a new ticket or update an existing ticket with our Technical Support Engineers for Code42 for Enterprise 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.
Use a link from your Technical Support Engineer
You can upload up to 100GB of data when using a link from your Technical Support Engineer.
- Navigate to the link provided by your Technical Support Engineer.
- 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.
Incydr Basic, Advanced, and Gov F1
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
- On the device, open the Code42 app.
- 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
- Enter this command:
getlogs
- 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
- 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
- Collect the service logs.
- 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
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
- Name the zip file you create using this format:
<your organization name>_servicelogs_<your ticket number>.zip
- (Optional) Collect the UI logs.
The UI log is optional. Include it only if requested by a Technical Support Engineer.
- Navigate to the Code42 app UI log directory:
- Windows: C:\Users\<USERNAME>\AppData\Local\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: ~/.code42/logs
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
- 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 the Code42 cloud, retrieve the logs directly from the Code42 console. This option is useful when you cannot physically access the device. For more information, see Retrieve device logs from the Code42 console.
- Sign in to your Code42 console.
- Go to Devices.
- Select the device containing the logs.
- From the action menu, select Retrieve Logs.
- On the Agent logs request history dialog:
- Click Retrieve agent logs.
- In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
- Click Apply.
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.
- Click the Download logs link.
The logs are downloaded in a ZIP file.
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 Technical Support Engineer. 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
- Open a new ticket or update an existing ticket with our Technical Support Engineers for Code42 for Enterprise 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.
Use a link from your Technical Support Engineer
You can upload up to 100GB of data when using a link from your Technical Support Engineer.
- Navigate to the link provided by your Technical Support Engineer.
- 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 a HAR file
To troubleshoot issues with the Code42 console, use your web browser's developer tool to export a HAR file and send it to our Technical Support Engineers.
For instructions about how to generate a HAR file, consult resources available on the web (such as instructions provided by Zendesk). Also see the developer tool documentation for your web browser: