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Who is this article for?

Incydr Professional, Enterprise, Horizon, and Gov F2
Incydr Basic, Advanced, and Gov F1
CrashPlan Cloud
CrashPlan for Small Business

Find your product plan in the Code42 console on the Account menu.

Instructor, no.

Incydr Professional, Enterprise, Horizon, and Gov F2, yes.

Incydr Basic, Advanced, and Gov F1, yes.

CrashPlan Cloud, yes.

CrashPlan for Small Business, no.

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Send logs to enterprise support

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. 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
    • Microsoft Edge
  • 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.

Send Code42 app logs

Incydr Professional, Enterprise, Horizon, and Gov F2

Incydr Basic and Advanced, CrashPlan Cloud, and other plans

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:
  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 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 Customer Champions.

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:

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