Send logs to support

Collect logs on the device's file system

1. Navigate to the logs directory.
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:
4. <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.

1. Sign in to your Code42 console.
2. Go to Administration > Devices.
3. Select the device containing the logs.
4. Select Actions > Retrieve agent logs.
5. On the Agent logs request history dialog:
   1. Click Retrieve agent logs.
   2. In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
   3. 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. 
   4. Click the Download logs link. 
      The logs are downloaded in a ZIP file. 

Attach files to email

Attach files to your ticket

Use a link from your Technical Support Engineer

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 Technical Support Engineer.
   1. 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 
   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 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.

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.
5. On the Agent logs request history dialog:
   1. Click Retrieve agent logs.
   2. In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
   3. 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. 
   4. Click the Download logs link. 
      The logs are downloaded in a ZIP file. 

Follow the steps below to send the logs to Code42.

Attach files to email

Attach files to your ticket

Use a link from your Technical Support Engineer