Clear the backup agent cache

Overview

Review this troubleshooting article if you are experiencing any of the following:

• The agent is unable to connect to backups.
• The agent is reporting incorrect information about your backup status, or it reports that it is backing up your entire device all over again.
• The agent reports that there are no files to download, or some files appear to be missing from the Restore Files or Get Files view.

Under the hood

The backup agent stores a cache of temporary information on your device, much like a web browser does. This cache includes information about all of your destinations, the data you have on your device, and a number of settings that help the backup agent run efficiently.

Sometimes this cache becomes outdated or gets modified by another process on your device. This can cause the backup agent to report inaccurate information about your backup status, the files that are available for download, and more.

Considerations

Once you clear your cache, the backup agent immediately erases its cache files on your device and starts synchronizing your file selection to your backup destinations. Clearing the cache does not impact the data stored in your backups or change your settings. Manually clearing the cache can address issues with online destinations.

While it may look like the backup process is starting over, it is not. The backup agent is rebuilding your cache. Please allow time for this process to complete.

Recommended solution

Clearing the cache is a quick procedure you can use to troubleshoot issues in the backup agent.

1. Open the backup agent.
2. If necessary, sign in to your account.

3. Open Code42 Commands using one of the following methods: 

   • Double-click the Code42 logo in the upper-left corner.
   • Enter the keyboard shortcut for your operating system:
     • Windows: Ctrl+Shift+C
     • Mac: Option+Command+C
     • Linux: Ctrl+Shift+C
4. Enter the following command and press Enter:  deauthorize
   The backup agent closes.
5. Open the backup agent and sign in. The cache is rebuilt after signing in.

Alternative solution

If you are unable to access Code42 Commands, you can clear the cache manually.

1. Stop the Code42 service.
2. Navigate to the cache directory for your operating system:
   CrashPlan App File And Folder Hierarchy
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.

Next steps

If clearing the cache did not solve your issue, please try uninstalling and reinstalling the backup agent.

Related topics

• Backup agent cache files
• Read agent log files
• Where are my files?
• File and folder hierarchy