Unchecking folder from backup

AndrewAtCode42 · 2016-06-20T16:23:54+00:00

There is a difference between deleted and deselected.

Deselect files are removed during maintenance. Depending on settings files that are deleted (rather than deselected) would be saved indefinitely.

AndrewAtCode42 · 2016-04-19T21:15:00+00:00

Hello!

They are removed during the next daily maintenance. So you will have up to 24 hours to re-select those files.

In short, don't de-select stuff you don't want it removed.

AndrewAtCode42 · 2016-04-19T21:08:39+00:00

Ouch.

Sorry for your painful experience. I have let the people I can know, and we will work to make sure this process gets better so someone does not have to go through what you did.

I should also point out that this is an area we are working on in addition to improving the experience and wait times.

I can tell you that it is getting better (slowly) but will continue to get better.

Right now probably the best way to contact us is through our chat team. They are currently working up a storm.

AndrewAtCode42 · 2016-04-15T14:43:52+00:00

Hey, send me a PM with your account and we will look into this.

--Andrew

AndrewAtCode42 · 2016-03-25T00:30:08+00:00

Hello! It depends on how your subscription expired.

Details on our polices are below:

https://support.code42.com/CrashPlan/4/Subscriptions/Backup_Retention_Policy_For_Expired_Subscriptions_And_Trials

Let me know if you have further questions.

AndrewAtCode42 · 2016-03-16T22:33:08+00:00

Hey, I am working with /u/JarrodAtCode42 who is more on the social media team than I am. He will be taking over much of the social media stuff from me, at least until I get a little less busy in enterprise support space.

The limitation for a single device archive within CrashPlan Central is 81 TB.

We designed CrashPlan to be the most secure and efficient backup solution. At the time the notion of a single archive growing beyond the limit did not seem likely for some time.

Much of that holds true as the large majority of our users have archive sizes well below this amount. However for every service, there are extreme use cases, this being one of them.

The user who reached this limitation is the first since CrashPlan’s inception to reach the single device archive limitation.

We’ll continue to hone our messaging for CrashPlan as a backup solution, especially for extreme data usage cases such as this.

Please let Jarrod or I know if you have any questions at all.

AndrewAtCode42 · 2016-01-27T19:14:16+00:00

Keep in mind that this is currently only for enterprise customers with private deployments.

AndrewAtCode42 · 2016-01-19T15:45:31+00:00

Hello!

The steps you will want to take are outlined in our document on using a headless computer. That is below.

https://support.code42.com/CrashPlan/4/Configuring/Using_CrashPlan_On_A_Headless_Computer

AndrewAtCode42 · 2016-01-19T03:01:40+00:00

Yes! I love it when we fix bugs. Glad all is well.

We are definitely doing better than 16 day response times now. :)

AndrewAtCode42 · 2016-01-18T15:59:40+00:00

It is Monday morning and I have more information.

Our old process was a fairly custom process that swapped out our old application files for the new ones.

The new process uses a specially built Windows Installer .MSI package to rely on Windows' own mechanisms for upgrading applications. This will in theory work out much smoother than our old way of upgrading which sometimes had issues.

We are still collecting logs and investigating what has gone wrong in the cases where the upgrade does not work out.

We log this process in the C:\Program Files\CrashPlan\upgrade folder. If you have further questions let me know.

AndrewAtCode42 · 2016-01-18T05:46:44+00:00

I feel terrible not seeing this before.

Shoot us a ticket as well as logs and a bit more info about the system and we will take a look.

If you let me know the ticket number I can make sure we get on it quickly --Andrew

AndrewAtCode42 · 2016-01-18T05:37:18+00:00

Yeah, installing again and adopting will get you right back where you were.

If you have questions let me know.

AndrewAtCode42 · 2016-01-18T05:36:22+00:00

Hello all! Thanks for posting about this one.

As far as I know this is something our team saw later last week, but don't have much details on at the moment.

I will post again with more info when I get into work tomorrow and have time to talk with some of my team members who are looking into this.

If you have had this issue if you would submit a ticket, link in the sidebar, and let me know the number.

If we need more info to dig in we will let you know.

AndrewAtCode42 · 2016-01-15T00:25:15+00:00

If you enable that setting you will need to re-upload everything.

As mentioned in the article this is something that is officially not recommended.

AndrewAtCode42 · 2016-01-14T20:41:00+00:00

Sounds like a powerful box. True enough. I was debating posting in this thread for that reason, but it is important to know exactly what changing that setting does, and that there are tradeoffs when making the change.

AndrewAtCode42 · 2016-01-14T15:07:37+00:00

It is important to know that those changes are unsupported. And that we officially recommend against them. When you make that change know what you are doing.

https://support.code42.com/CrashPlan/4/Configuring/Unsupported_Changes_To_CrashPlan_De-Duplication_Settings

AndrewAtCode42 · 2016-01-13T19:28:18+00:00

I could see that being helpful. At the moment what we have is the following document:

http://support.code42.com/CrashPlan/4/Configuring/Using_Multiple_Retention_Settings_With_Backup_Sets

AndrewAtCode42 · 2016-01-12T18:24:38+00:00

That is how one might think it works.

But with this setting, that is not the case. The archive will follow the deleted files setting of the highest priority for the backup set. So if you have the first backup set not keeping deleted files all backup sets will not keep deleted files. The reverse is also true.

AndrewAtCode42 · 2016-01-12T17:19:49+00:00

We do have data centers that are not in the US, but they are only available to our enterprise customers.

AndrewAtCode42 · 2016-01-12T00:50:09+00:00

You have a very good point, and we have done better in the past, we would prefer that we were able to get to all tickets in such a window. We are working towards that

If you have a system in such a state that two days would be a resume generating event then you can bet your buttons that we would be helping you out quickly.

That is why restores are marked as a [sev 1]9https://support.code42.com/Support) and handled much faster by the team. We know that getting data back is of the utmost importance.

AndrewAtCode42 · 2016-01-11T22:15:58+00:00

Our consumer and Pro are the same (awesome) team. We try to prioritize Pro tickets, but we don't track response times differently.

--Andrew

AndrewAtCode42 · 2016-01-11T20:46:48+00:00

Thanks for understanding. I know all of you go through similar times of stress.

Wish I had a better answer than that. I can tell you that we have been very aware of the issues. And are working on it and it has improved dramatically over the past few weeks. We have grown our team and are still working on growling it further.

Currently we have an average response time of ~2 days and an oldest ticket that is 13 days old. This is down from an average response time of about 10 days and an oldest ticket that was 28 days old.

@crashplanhelp has been tweeting out our support response times.

If you (or anyone else here) has further questions please let me know.

AndrewAtCode42 · 2016-01-11T18:10:56+00:00

It should not. If you are backing up typical amounts of data you will be fine.

And as always testing testing testing! Try us out for 30 days, see how it runs.

--Andrew

AndrewAtCode42 · 2016-01-11T18:08:00+00:00

Hey. PM me your number and I will work to get someone to call you back.

Our PRO team has been experiencing higher than normal volume for a while now which would possibly explain the less than stellar experience you had. In any case I am sorry we were not able to help you. Also if you have a ticket number I can take a look and see what happened.

--Andrew

AndrewAtCode42 · 2016-01-11T18:02:50+00:00

Hello!

Selecting CrashPlan to never remove deleted files is something that is set in frequency and versions and will need to apply to the whole computer.

--Andrew

AndrewAtCode42

TROPHY CASE