Read agent log files

Overview

This article provides information about agent log files, including:

• Log file locations
• Short descriptions of important log files
• How to use logs to pinpoint common issues with the agent

For information about how to obtain log files, see Retrieve device logs from the Incydr console.

For details about how to send your log files to a Technical Support Engineer, see Send logs to support.

Insider risk agent

Log file locations

• Windows: C:\ProgramData\Code42-AAT\logs\
• Mac: /Library/Application Support/Code42-AAT/logs/
• Linux: /var/opt/code42-aat/logs/

For all file locations, see File and folder hierarchy.

Log file descriptions

App.log

App.log contains general configuration information about the device and the agent:

• agent version
• Computer information
• Licensed Incydr features
• Network information
• Operating system version
• Incydr username

code42-aat.log

The code42-aat.log contains log messages, and contains the following for each log entry: 

• Timestamp in Coordinated Universal Time (UTC)
• Log level
• Module name (12-character limit)
• Optional source module name
• Log message

Note: When you open the log folder, you may notice multiple copies of the log file (for example, code42-aat.1.log, code42-aat.2.log, and code42-aat.3.log). To keep log file sizes under control, logs "roll over" into a new log file after they reach a certain size, and older logs are eventually purged. The lower the number appended to the log name, the newer the log file. For example, code42-aat.log is the most recent log name. 

Log levels

The log levels in code42-aat.log from lowest to highest are:

• Trace
• Debug
• Info
• Warning
• Error
• Critical

Log messages that are greater than or equal to the current log level are written to the log. To set the log level for devices, use agent.command with the loglevel parameter.

Backup agent

Log file locations

Following are the locations of the log files in the file system for different operating systems.

• Windows:
  • Installed for everyone: C:\ProgramData\CrashPlan\log
    To view this hidden folder, open a file browser and paste the path in the address bar.
  • Installed per user: C:\Users\<username>\AppData\<Local|Roaming>\CrashPlan\log
    To view this hidden folder, open a file browser and paste the path in the address bar.
• Mac:
  • Installed for everyone: /Library/Logs/CrashPlan
    To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path.
  • Installed per user: ~/Library/Logs/CrashPlan
    To view this hidden folder, open the Finder, press Command+Shift+G, and paste the path.
• Linux: /usr/local/crashplan/log

Note: When you open the log folder, you may notice multiple copies of each log file (for example, service.log.0, service.log.1, and service.log.2). To keep log file sizes under control, logs "roll over" into a new log file after they reach a certain size, and older logs are eventually purged. The lower the number appended to the log name, the newer the log file. For example, service.log.0 is the most recent service log name. (The service.log file is the most recent log for agent 7.0.)

Log file descriptions

Timestamps in the app.log, service.log, backup_files.log, restore_files.log, and history.log use the device's local time.

App.log

App.log contains general configuration information about your computer and the agent. Information in the app.log includes:

• Operating system version
• Java version
• agent version
• Licensing overview
• agent settings
• Backup destination information
• Device locale

Service.log

Service.log is the main log file written by the Code42 service. It logs warnings and exceptions, so it is usually the main log file used for troubleshooting.

Backup_files.log

Backup_files.log contains a list of files that the agent has attempted to back up. Information found in backup_files.log includes:

• Backup success or failure (an "I" means that the file backed up successfully; a "W" means that the file failed to back up)
• Date and time
• Destination GUID
• File name and path
• File size

Restore_files.log

Similar to backup_files.log, restore_files.log contains a list of file names and paths for each restore attempt.

History.log

History.log mirrors what you see in the History view of the agent. It contains a high-level overview of what the agent has been doing, including:

• Backups starting and stopping
• File scans starting or stopping
• Amount of data backed up
• Backup speed

Troubleshoot the agent with logs

To read the files, navigate to the log folder and open the log with a text editor. More advanced users may prefer to use the Command Line or Terminal.

When reading through the logs, it is often helpful to search for WARN as a starting point.

Common errors found in service.log

Sample log messages are included below to illustrate how some common issues appear in the logs.

Unable to connect to the backup engine

If you see an "Unable to connect to the backup engine" message when you try to open the agent, and the below error appears in service.log on Windows:

1. Open services.msc.
2. Open the Code42 Backup Service's properties pane.
3. Set the "Startup Type" to "Automatic (delayed start)".

[03.29.23 12:51:12.872 WARN    main                 com.backup42.service.CPService          ] Unexpected IO Exception constructing selector engine - e=java.io.IOException: Unable to establish loopback connection, java.lang.RuntimeException: Unexpected IO Exception constructing selector engine - e=java.io.IOException: Unable to establish loopback connection

For more details, see Cannot connect to background service. 

Out of memory error

One extremely common reason for the "unable to connect to the backup engine" messages is that the backup engine is running out of memory. This is visible in the service.log ("OutOfMemoryError") as shown below. See agent does not run for complete details.

[09.23.22 22:33:02.273 ERROR   QPub-BackupMgr       backup42.service.backup.BackupController] OutOfMemoryError occurred...RESTARTING! message=OutOfMemoryError in BackupQueue!

Client cache issues

Client cache issues can manifest themselves in a few different ways, including: some or all files missing from the Restore tab, stopped backups, incorrect reports, and incorrect file selection size.

[12.21.22 12:12:01.441 WARN    W964862003_BckpSel   m.code42.backup.manifest.ManifestManager] Exception initializing ManifestManager java.lang.IllegalArgumentException: Malformed \uxxxx encoding.; MM[BT 525528945129975616>42: openCount=1, initialized = false, dataFiles.open = false, C:\ProgramData\CrashPlan\cache\42]

[05.11.22 08:45:22.921 WARN    W471137477_ScanWrkr  com.code42.bplusj.BplusTreeIndexFile    ] Exception calling Commit() while closing BplusTreeIndexFile@1379711510[ path = C:\ProgramData\CrashPlan\cache\cpgft1x, keyLength = 20], java.io.IOException:

[05.16.22 13:03:06.109 INFO    MQ-Peer-1            com.code42.backup.BackupClient          ] BC[525528942342975616>42:: SYNC:: Manifest validation failed.
[05.16.22 13:03:06.110 WARN    MQ-Peer-1            com.code42.backup.BackupClient          ] BC[525528942342975616>42:: SYNC:: Replacing empty local target manifest files with remote server files!!

Real-time file watching problems

Real-time file watching can have issues that manifest slightly differently on Mac and Linux. For more information, see Understand and troubleshoot backup issues with Mac file watching services and Linux real-time file watching errors.

Mac:

FSEventsWatcherDriver dropped one or more events. Any missed events will be detected by the periodic scanner.

Linux:

12.06.22 04:29:40.426 WARNING W449507565_ScanWrkr com.backup42.jna.inotify.InotifyManager.watch ] Unable to add watch for path /home/erik/Desktop/foo.bar, errno: 28

Identify what files are backed up with backup_files.log

Files fail to back up

Lines that begin with a "W" indicate files that are failing to back up. You can also identify these files by searching backup_files.log for the string "Unable to backup".

A file that is failing to back up looks like this:

W 01/06/23 12:00PM 42  - C:\Users\John\Documents\Meeting-Notes.txt

A file backing up successfully will have an "I" at the start of the line:

I 01/06/23 12:00PM 42 50cd0afdb853e65f1f47c31407ce9a4a 0 C:\Users\Jill\Documents\ToDoList.txt (200483653) [1,0,200483653,0,0,0,0]

For recommended solutions, see the following articles:

• Unable to back up files (Windows)
• Unable to back up files (Mac)
• Unable to back up files (Linux)

Did my backup start over?

Using the backup_files.log, you can identify if a file is being backed up for the first time. The first two numbers summarize the agent's analysis of the file:

• First number identifies new data blocks that need to be backed up
• Second number identifies old data blocks that have already backed up

If the first number is greater than zero, and the second number is zero, then it's a new file that's backing up for the first time. For example:

[22,0,689966,0,0,3,3]

If the first number in the bracketed sequence is zero, and the second number is greater than zero, then it's an existing file that has already backed up. There is nothing new to back up. For example:

[0,22,0,0,0,0,0]

If both the first and second numbers are greater than zero, then it's an existing file that has already backed up but there is a new version that needs backing up. For example:

[3,2,57488,0,2,6,4]

Related topics

• Retrieve device logs from the Incydr console
• Send logs to support
• File and folder hierarchy