Send logs to enterprise support
Who is this article for?
CrashPlan for Small Business, no.
Code42 for Enterprise, yes.
Link: Product plans and features.
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.
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
- 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
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
- 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
- Attach files to your ticket (for files smaller than 20 MB)
- Upload files using a link from your Customer Champion (for files 20 MB or larger)
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 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
- On the device, open the Code42 app.
- Open the CLI interface for manual commands:
- Code42 app version 5.x, 6.x, and 7.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.
- Enter this command:
getlogs - 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
- 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
- Windows: C:\ProgramData\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
- Navigate to the Code42 service log directory:
- (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:\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:
- Version 6.8.1 and earlier: /usr/local/crashplan/log
- Version 6.8.2 and later: ~/.code42/log
- Windows: C:\ProgramData\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 the format:
<your organization name>_UIlogs_<your ticket number>.zip
- Navigate to the Code42 app UI log directory:
Step 2: Send Code42 app logs to Code42
You can send files to Code42 in one of the following ways:
- Attach files to email
- Attach files to your ticket (for files smaller than 20 MB)
- Upload files using a link from your Customer Champion (for files 20 MB or larger)
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.
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.
- Sign in to your administration console.
- Go to Devices.
- Select the device containing the logs.
- From the action menu, select Retrieve Logs to copy logs from the device to your authority server.
- 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 the format:
<your organization name>_<your ticket number>.zip - Follow the steps above to send the logs to Code42.