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.
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
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.
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 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 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 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
- Open a new ticket or update an existing ticket with our Customer Champions 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 Customer Champion
You can upload up to 100GB of data when using a link from your Customer Champion.
- Navigate to the link provided by your Customer Champion.
- 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 and Advanced, CrashPlan Cloud, and other plans
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 Customer Champion.
- 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:
- Version 6.8.1 and earlier: /usr/local/crashplan/log
- Version 6.8.2 and later: ~/.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 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
- Open a new ticket or update an existing ticket with our Customer Champions 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 Customer Champion
You can upload up to 100GB of data when using a link from your Customer Champion.
- Navigate to the link provided by your Customer Champion.
- 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 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
- Navigate to the directory that contains the logs:
- Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
- 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
- Open a new ticket or update an existing ticket with our Customer Champions 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 Customer Champion
You can upload up to 100GB of data when using a link from your Customer Champion.
- Navigate to the link provided by your Customer Champion.
- 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 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:
