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Crashplan bans particular filetypes and removes them from customer accounts

27 points by rsync 7y ago

oftenwrong 7y ago
Deleting customer data without warning is probably the #1 way to sink the reputation of your backup company.
- londons_explore 7y ago
  My guess is they did this because storing these file types made their business unprofitable. This might be a last ditch move to try to get into profitability.
classics2 7y ago
Business suicide is fun to watch.
Someone 7y ago
If they really deleted lots of user files from all their user’s backups I would think the company is suicidal. Users will sue, and even if (seems highly unlikely to me) Crashplan wins every case brought against them, it will cost them too much in money and attention.
- toomuchtodo 7y ago
  As a user you’ve probably agreed to Ts&Cs that mandate arbitration and Crashplan reserves the right to “downsize” your backups at any time based on their sole judgment.
  - Someone 7y ago
    T&C are at https://support.code42.com/Terms_and_conditions/Legal_terms_and_conditions https://support.code42.com/Terms_and_conditions/Legal_terms_.... I didn’t read all of them, but could not find an arbitration clause. I did find ”9.1 Exclusion of Damages. Neither Code42 nor you are liable for any lost profits or business opportunities, loss of use, business interruption, or any indirect, punitive, special, incidental or consequential damages under any theory of liability. This exclusion applies regardless of whether Code42 or you have been advised of the possibility of those damages and regardless of whether any remedy in this Agreement fails of its essential purpose. 9.2 Cap on Monetary Liability. The maximum aggregate liability for Code42 or you for claims under this Agreement will not exceed an amount equal to the total fees paid or payable to Code42 for your use of the Offerings in the 12 months prior to the event giving rise to the claim.” I’m not sure that will hold up in court. I’m fairly sure it won’t in European courts, given the advertising text on https://www.crashplan.com/en-us/ https://www.crashplan.com/en-us/: ”CrashPlan® for Small Business makes protecting all your files on your devices, including external hard drives, fast and easy. […] Customize File Retention You control how long we keep your deleted files.”
  - kevin_b_er 7y ago
    Looks like when they still supported the public customer, they had forced arbitration buried in there: https://support.code42.com/Terms_and_conditions/Legal_terms_and_conditions/Previous_end_user_license_agreements/CrashPlan_PRO_EULA_from_February_29_2016 https://support.code42.com/Terms_and_conditions/Legal_terms_... But yeah, they've got near-zero liability for backups in their current plans.
  - brokenmachine 7y ago
    Even if they can't be sued for it (I'd be surprised if they couldn't), the company is still suicidal.
xfitm3 7y ago
Client side encryption is critical. CrashPlan has no business having the ability to inspect file contents.
- teh_klev 7y ago
  Perhaps they're just looking at the file extensions, looks like they also check the source folder paths as well: https://support.code42.com/CrashPlan/6/Troubleshooting/What_is_not_backing_up?#Admin_excludes https://support.code42.com/CrashPlan/6/Troubleshooting/What_... And the thing is it's not practical to encrypt every file such as VM images every time your backup is scheduled to run. And also Crashplan's client already encrypts your data client side before squirting up to its cloud. I don't know if they store your encryption key(s) cloudside or not, would be pertinent for them not to. That all said, I doubt I'd be inclined to use them, preferring Tarsnap instead I think.
  - bayareanative 7y ago
    End-to-end encryption of metadata and data costs almost nothing these days. In terms of liability, knowing anything about clients' data or metadata present unreasonable risks. SpiderOak, Tarsnap, BackBlaze... I still have to due-diligence Rsync.net, iCloud and Box. Dropbox, Microsoft, Google Drive, Mozy, iDrive and now Crashplan are no-go's.
    - teh_klev 7y ago
      > End-to-end encryption of metadata and data costs almost nothing these days. Oh sure. But from what I can discern from Crashplan's website, the encryption appears to be end-to-end, i.e. their client side app does the encryption (and hopefully the keys are only stored locally, so once the data is in their cloud no-one can peek at your data - ala Tarsnap). Realistically you cannot pre-encrypt every file on the machine you're backing up as the parent commenter suggested (show me an encryption app that can properly handle locked/in-use files - especially on Windows), you need to have some trust that the backup provider you're using can be trusted and be trusted not to communicate your encryption key to their cloud as well. But I agree, Dropbox etc...I wouldn't dream of using them "as-intended" with their client apps because I can't trust they're not looking at stuff they're not supposed to be. The only time I work with these products is via my web browser.
bayareanative 7y ago
Tarsnap and/or BackBlaze are saner alternatives.
arthurcolle 7y ago
Backup company doesn't allow backup files or VMs for their official "business tier" plans? Someone didn't think this through. I'd ditch the service immediately if I used it personally. There are so many decent backup options nowadays.
- gridlockd 7y ago
  It's the "small business" tier which they migrated some of their users to, after shutting down the "consumer" version of Crashplan. I'm pretty sure they ran the numbers and figured that a small number of jokers backing up images of live VMs were using up an enormous amount of disk space. That's likely thousands of dollars of cost for a couple of dollars in revenue per month. I can see how they need to get rid of these people. Having said that, not notifying their customers beforehand is beyond negligent.
  - shimfish 7y ago
    FWIW, I got an email from them months ago warning about this. After a decade of using CrashPlan, I'm on the verge of jumping ship. Just thought I'd check and apparently it has silently been failing to backup for nearly two days. Also, I can't access the restore function at the moment.
Havoc 7y ago
Deleting VMs on business accounts? What joker thought that's a good idea
- gridlockd 7y ago
  It's small business accounts. Now even smaller!

27 points by rsync 7y ago

oftenwrong 7y ago

Deleting customer data without warning is probably the #1 way to sink the reputation of your backup company.

londons_explore 7y ago
My guess is they did this because storing these file types made their business unprofitable. This might be a last ditch move to try to get into profitability.

classics2 7y ago

Business suicide is fun to watch.

Someone 7y ago

If they really deleted lots of user files from all their user’s backups I would think the company is suicidal. Users will sue, and even if (seems highly unlikely to me) Crashplan wins every case brought against them, it will cost them too much in money and attention.

toomuchtodo 7y ago
As a user you’ve probably agreed to Ts&Cs that mandate arbitration and Crashplan reserves the right to “downsize” your backups at any time based on their sole judgment.
- Someone 7y ago
  T&C are at https://support.code42.com/Terms_and_conditions/Legal_terms_and_conditions https://support.code42.com/Terms_and_conditions/Legal_terms_.... I didn’t read all of them, but could not find an arbitration clause. I did find ”9.1 Exclusion of Damages. Neither Code42 nor you are liable for any lost profits or business opportunities, loss of use, business interruption, or any indirect, punitive, special, incidental or consequential damages under any theory of liability. This exclusion applies regardless of whether Code42 or you have been advised of the possibility of those damages and regardless of whether any remedy in this Agreement fails of its essential purpose. 9.2 Cap on Monetary Liability. The maximum aggregate liability for Code42 or you for claims under this Agreement will not exceed an amount equal to the total fees paid or payable to Code42 for your use of the Offerings in the 12 months prior to the event giving rise to the claim.” I’m not sure that will hold up in court. I’m fairly sure it won’t in European courts, given the advertising text on https://www.crashplan.com/en-us/ https://www.crashplan.com/en-us/: ”CrashPlan® for Small Business makes protecting all your files on your devices, including external hard drives, fast and easy. […] Customize File Retention You control how long we keep your deleted files.”
- kevin_b_er 7y ago
  Looks like when they still supported the public customer, they had forced arbitration buried in there: https://support.code42.com/Terms_and_conditions/Legal_terms_and_conditions/Previous_end_user_license_agreements/CrashPlan_PRO_EULA_from_February_29_2016 https://support.code42.com/Terms_and_conditions/Legal_terms_... But yeah, they've got near-zero liability for backups in their current plans.
- brokenmachine 7y ago
  Even if they can't be sued for it (I'd be surprised if they couldn't), the company is still suicidal.

xfitm3 7y ago

Client side encryption is critical. CrashPlan has no business having the ability to inspect file contents.

teh_klev 7y ago
Perhaps they're just looking at the file extensions, looks like they also check the source folder paths as well: https://support.code42.com/CrashPlan/6/Troubleshooting/What_is_not_backing_up?#Admin_excludes https://support.code42.com/CrashPlan/6/Troubleshooting/What_... And the thing is it's not practical to encrypt every file such as VM images every time your backup is scheduled to run. And also Crashplan's client already encrypts your data client side before squirting up to its cloud. I don't know if they store your encryption key(s) cloudside or not, would be pertinent for them not to. That all said, I doubt I'd be inclined to use them, preferring Tarsnap instead I think.
- bayareanative 7y ago
  End-to-end encryption of metadata and data costs almost nothing these days. In terms of liability, knowing anything about clients' data or metadata present unreasonable risks. SpiderOak, Tarsnap, BackBlaze... I still have to due-diligence Rsync.net, iCloud and Box. Dropbox, Microsoft, Google Drive, Mozy, iDrive and now Crashplan are no-go's.
  - teh_klev 7y ago
    > End-to-end encryption of metadata and data costs almost nothing these days. Oh sure. But from what I can discern from Crashplan's website, the encryption appears to be end-to-end, i.e. their client side app does the encryption (and hopefully the keys are only stored locally, so once the data is in their cloud no-one can peek at your data - ala Tarsnap). Realistically you cannot pre-encrypt every file on the machine you're backing up as the parent commenter suggested (show me an encryption app that can properly handle locked/in-use files - especially on Windows), you need to have some trust that the backup provider you're using can be trusted and be trusted not to communicate your encryption key to their cloud as well. But I agree, Dropbox etc...I wouldn't dream of using them "as-intended" with their client apps because I can't trust they're not looking at stuff they're not supposed to be. The only time I work with these products is via my web browser.

bayareanative 7y ago

Tarsnap and/or BackBlaze are saner alternatives.

arthurcolle 7y ago

Backup company doesn't allow backup files or VMs for their official "business tier" plans? Someone didn't think this through. I'd ditch the service immediately if I used it personally. There are so many decent backup options nowadays.

gridlockd 7y ago
It's the "small business" tier which they migrated some of their users to, after shutting down the "consumer" version of Crashplan. I'm pretty sure they ran the numbers and figured that a small number of jokers backing up images of live VMs were using up an enormous amount of disk space. That's likely thousands of dollars of cost for a couple of dollars in revenue per month. I can see how they need to get rid of these people. Having said that, not notifying their customers beforehand is beyond negligent.
- shimfish 7y ago
  FWIW, I got an email from them months ago warning about this. After a decade of using CrashPlan, I'm on the verge of jumping ship. Just thought I'd check and apparently it has silently been failing to backup for nearly two days. Also, I can't access the restore function at the moment.

Havoc 7y ago

Deleting VMs on business accounts? What joker thought that's a good idea

gridlockd 7y ago
It's small business accounts. Now even smaller!