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

Unable to back up files (Mac)

Updated

Overview

Never reaching 100% backed up is a key indicator that the Code42 agent cannot back up one or more files. This troubleshooting article describes how to identify files included in your file selection that cannot be backed up on a Mac.

This article focuses on problems with individual system files not backing up. If your personal files are not backing up, it may be due to Apple privacy restrictions introduced in macOS Catalina 10.15 and macOS Mojave 10.14. See macOS not backing up files with personal data for more details.

Affects

Code42 agent running on a Mac

Under the hood

Typically, when files fail to back up on a Mac, it's due to the type of files selected for back up. Many of the files that cannot back up are located in the following folders:

  • /Library
  • /System
  • /Applications
  • /Users/<User>/Library

Files located in these folders contain system files that your device needs to operate. The Code42 agent is designed to back up and restore personal files, not system and application files. If your backup file selection includes these locations, it could interfere with the priority your crucial files are backed up.

For example, files found in your Library folder are mostly temporary or cache files. The Code42 agent prioritizes the most recently changed files first. This causes the Code42 agent to spend too much time trying to keep up with constantly changing cache files (like your web browser cache). This can hinder the progress of more important files you truly want backed up.

Diagnose

You can use either of the methods below to identify which files are failing to back up.

Determine what's not backing up (basic)

  1. Open the Finder.
  2. Press Command+Shift+G, and paste the following file path into the dialog:
    • Installed for everyone: /Library/Logs/CrashPlan
    • Installed per user: ~/Library/Logs/CrashPlan
  3. Press Enter.
  4. Open the backup_files.log.0 file with TextEdit. 

This document lists every file that the Code42 agent has backed up. However, any log lines beginning with a "W" signify a file the Code42 agent wasn't able to back up at that time.

Determine what's not backing up (advanced)

  1. Open Terminal.
  2. Enter the following command. This command lists any file that failed to back up with the Code42 agent:
    • Installed for everyone: grep "^W" /Library/Logs/CrashPlan/backup_files.log.0 | less
    • Installed per user: grep "^W" ~/Library/Logs/CrashPlan/backup_files.log.0 | less 

Recommended solution

Modify the file selection to include only personal files.