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Druva Documentation

Troubleshoot inSync Share

inSync Private Cloud Editions: File:/tick.png Elite File:/tick.png Enterprise

Time lag for Share tasks

Issue: Time lag while performing Share tasks on the inSync Web

You might observe a time lag of 20 seconds or more while performing Share tasks on the inSync Web. This issue can occur when there are multiple IP addresses configured for the inSync Master. In this scenario, by default, the inSync Web service attempts to connect to the first IP address. When the first IP address of the inSync Master is unreachable, the connection to the first IP address fails only after a connection timeout of 20 seconds. The inSync Web service then attempts to connect to the next IP address, and then the connection is established.


The following list provides examples of Share tasks for which you might observe a time lag:

  • Create a share link and then access the link from a third-party application
  • Create a Share folder

Resolution

To resolve the time lag issue

  • If you have multiple IP address configured for the inSync Master, change the order of the IP addresses.

        To change the order of the IP addresses

  1. On the inSync Master Management Console menu bar, click Manage > Settings.
  2. Click the Network tab.
  3. In the Server IP / FQDN area, click the IP or FQDN address, and then click Move Up. The IP address is configured as the first connection.
  4. Retry connecting to the inSync Share web console and then performing various tasks.
  • If the first resolution does not solve the time lag issue, change the network type of the inSync Master IP address to WAN.

         To change the network type of the inSync Master IP address

  1. On the inSync Master Management Console menu bar, click Manage > Settings.
  2. Click the Network tab.
  3. In the Server IP / FQDN area, select the IP or FQDN address, and then click Edit. The Edit Server IP / FQDN window appears.
  4. Click WAN, and then click Ok.

Overlay icons

Issue: Overlay icons

Overlay icons on shared files and folders are not being updated on a user laptop. For example, the overlay icon on a file indicates that sync is in progress. However, inSync already completed syncing the file.

Resolution

This issue can occur on Mac or Windows laptops. To resolve this issue:

  • Restart Windows Explorer or Mac Finder on the user's laptop.

Or

  • Ask the user to log off from the laptop and then log in again.

Sync failure

Issue: Permission denied when syncing

A user is unable to synchronize files. The following error appears in inSync:

Sync Failed - Permission denied.

This issue occurs only for users of Mac or Linux laptops. This issue occurs when users copy a file to a shared folder on which they only have a view permission.

To better understand the cause of this issue, consider the following example: Arun uses a Windows laptop whereas Dave uses a Mac laptop. John shared a folder named View_Files with Arun and Dave, and granted them the View permission.

Both Arun and Dave synced the View_Files folder to respective laptops and tried to copy a file in the View_Files folder with different results:

  • Arun, who uses a Windows laptop, is unable to copy files to a share folder on which he does not have edit permissions.
  • Dave, who uses a Mac, is able to copy files to the share folder. However, Dave does not have edit permission on the folder so the sync operation fails.

Resolution

To resolve the issue, ask users to delete files they have added to share folders on which they do not have edit permission.

Issue: Unable to sync file or folder with same name or different case

A user is unable to synchronize files or folders with same name or different case. The following error appears in inSync:

Sync Failed - A file/folder with the same name but different case exists. Will retry.

Resolution

This issue occurs when the user has files or folders with the same name, but different case in the same folder on inSync Share. Ask the user to rename one of the files or folders.

Shared document preview

Issue: Problems when viewing documents shared using links

Users are facing problems when viewing documents that inSync users shared using links. Some documents previews do not appear or lack clarity.

Resolution

The default settings for previewing documents can cause some issues in previewing documents. For example, by default, preview is available only for documents that are less than 32 MB. However, you can modify the configuration file (inSyncServer.cfg), to allow users to preview documents larger than 32 MB.

The following table describes the parameters that you can configure to control the preview functionality.

Parameter Description Default Value
SHARE_PREVIEW_MAXSIZE Defines the maximum size (in bytes) of files for which previews are displayed. 32 MB
SHARE_PREVIEW_FONTPATH Defines the path from which fonts are loaded during previews. System font path
SHARE_PREVIEW_LOADTIMEOUT Defines the timeout period (in seconds) for loading a document for the preview. 30 seconds
SHARE_PREVIEW_PAGETIMEOUT Defines the timeout period (in seconds) for generating the preview of a page. 10 seconds
SHARE_PREVIEW_DPI Defines the resolution (in dots per inch) for the preview. 100 dpi
SHARE_PREVIEW_TOTALTIMEOUT Defines the timeout period (in seconds) for generating the preview of the entire document. 0 (unlimited)