Overview
The CrashPlan app fails to back up new files. This issue is caused by a daemon, or process, within the operating system failing to report these changes to the CrashPlan app when the file verification scan runs.
Before you begin
Verify that the Preferred time for verification scan is appropriately configured in the CrashPlan console.
- Access device backup defaults:
- Go to Administration > Environment > Organizations.
- Select an organization.
- Click the Action menu.
- Select Device Backup Defaults.
- Click the Backup tab.
- Locate Preferred time for verification scan.
Verify that it is set to run daily at a time of low computer use.
Diagnosing
To determine whether or not real-time file watching is working, you can manually start the file verification scan in the CrashPlan app.
- Select Settings.
- Select Backup Sets.
- Click the Ellipsis
button.
- Select Scan for file changes.
If the file verification scan detects your new files, proceed to the section below about your operating system to continue troubleshooting.
Recommended solution
Mac
If you notice that new files are not being detected and backed up by the CrashPlan app, see Understand and troubleshoot backup issues with Mac file watching services .
Windows
Non-ntfs-formatted volumes
Real-time file watching relies on NTFS (New Technology File System) events posted from the operating system to keep track of changes in your files. Real-time file watching does not work on volumes that are not in the NTFS format.
To check which format your drive is using:
- Open a file browser.
- Right-click on the drive you want to check (typically the C: drive) and select Properties.
- From the General tab, locate the File System description and verify that it is NTFS.
VSS on Windows
If you are working on an open file, the CrashPlan app relies on a system-level service called VSS (Volume Shadow Copy Service) to make a copy of this file for backup. If VSS is unable to provide a copy, the CrashPlan app skips the file and tries again the next time it performs a backup. However, if you notice that your backups are not reaching 100%, or that the open file has not backed up newer versions recently, refer to Unable to back up files with CrashPlan (Windows).
Linux
The CrashPlan app requires the kernel extension called inotify to run when files are added, removed, or changed. Verify that inotify is installed and running so the CrashPlan app can watch files in real time.
If inotify is installed and running, but real-time file changes are still not detected, you may be running into inotify's max watch value. For troubleshooting and resolution, see Linux real-time file watching errors in CrashPlan.