1. Code42 Support
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  3. Using the backup and legacy agents
  4. Troubleshooting

Where are my files?

Updated

Overview

To help protect your data from loss, Code42 automatically collects and stores every version of every file you have selected for backup. If you notice that some or all of your files appear to be missing from Restore Files, read this tutorial to troubleshoot the issue.

Under the hood

There are several possible causes:

  • Files were removed from the file selection and were consequently removed from the archive
  • Files were deleted from the source device and now they are marked as deleted in the archive
  • Issues with the Code42 agent's local cache files

Follow the recommended solution below to determine what is causing the issue as well as how to fix it.

Recommended solution

Step 1: Confirm the files are included in your backup file selection

First, check your file selection in Home > Manage Files to confirm that the files are included in your backup file selection. Removing files or folders from the backup file selection also deletes them from your backup. If necessary, update your file selection to include the files.

If the files were moved to a location outside of the backup file selection, you can add the new location to your file selection. The Code42 agent will de-duplicate the data. This way, the Code42 agent only backs up information about the new location and any changes since the last backup. The Code42 agent will not resend data that is already in your backup archive to your destinations.

Only Linux devices honor case-sensitivity
Files whose names differ only in capitalization are recognized as distinct files on Linux devices when you select files for backup, as well as when you select files for download. On Windows and Mac devices, files whose names differ only in capitalization are treated as the same file. When you restore two Linux files whose names differ only in capitalization to a Windows or Mac device, the files have "original<number>" prefixed to their names to differentiate them from one another.

Step 2: Check your deleted files

If files were deleted from the source device, they remain in the archive for as long as your deleted file retention settings specify. To view and download deleted files:

  1. Open the Code42 app.
  2. See a list of backed-up files:
  1. Click Restore Files.
  2. (Applies only if you have multiple devices) From the menu, select the device that originally backed up the files you want to restore.
  1. Click the options menu.
  2. Choose Include deleted files.
    A trash can icon to the right of a file denotes a deleted version.
  3. Select the files you want to download, and click Restore Files.

Step 3: Clear your cache

If the previous steps haven't resolved the issue, your Code42 agent may have cache issues. If you see all the following conditions, this may indicate a problem with your local cache:

  • Restore Files or Get Files displays “No files found”
  • Backup says it is 100% complete, or has recently been 100% complete
  • Files display in the Restore Files or Get Files screen if you search for a specific file that you know has been backed up
  • Files are available via web restore

This is a display issue and is normally resolved by clearing the Code42 agent's cache so the cache can rebuild itself. Clearing the cache is a safe operation and no backup data is at risk. To clear your cache:

  1. Stop the Code42 service.
  2. Navigate to the cache directory for your operating system:
    CrashPlan App File And Folder HierarchyCrashplan cache location
  3. Delete all files and folders found within this folder.
    Mac only: When prompted, enter your password.
  4. Empty your device's trash.
  5. Start the Code42 service.
Is my backup starting over?
Upon issuing the command to clear the cache, the Code42 agent immediately erases its cache files on your device and starts synchronizing your file selection to your backup destinations. While it may look like the backup process is starting over, the Code42 agent is rebuilding your cache. Please allow some time for this process to complete.