Skip to main content

 

Druva Documentation

Troubleshooting mode for inSync client on devices

inSync allows administrators to enable troubleshooting mode for inSync clients. If Druva Support or administrators require detailed logs for investigating an issue, you can enable troubleshooting mode on user devices to let the inSync client collect logs. Administrators and Druva Support can access these logs and use them to troubleshoot issues. 

In this case, inSync provides you the capability to enable troubleshooting mode for inSync Client on user devices. Enabling Troubleshooting mode for affected user device automatically collects logs on the user device. Based on the issue that the inSync Client user is experiencing, Druva Support may provide you a script that you must enter while enabling the Troubleshooting mode for the affected device. You can then submit the collected logs to Druva.

Enable inSync Client log collection for affected user devices only if Druva Support requests it.

Enable troubleshooting for your devices

  1. Login to inSync management console, and from the top menu bar, click Data Sources > Devices.
  2. Click on the device name for which you want to disable troubleshooting. You are navigated to the device for which you want to enable troubleshooting. 
  3. At the bottom of the device details page, click More > Enable Troubleshooting
  4. In the Enable Troubleshooting dialog, click Enable
    Optional) If you have a Druva Support provided integer for the Logs to be collected field, enter it in the field and then click Enable. The input to the Logs to be collected field is usually an integer such as 1 or 2. If you enable troubleshooting without the integer, inSync client collects and sends the default set of logs it can collect based on the device OS. If you provide an integer such as 1, in addition to the default set of logs, inSync client collects and sends few more logs based on your device OS.

Note: If privacy setting for the end-user is turned off, inSync client sends collected logs to the inSync master. To get the path where inSync master stores the client logs, contact Druva Support. By default, inSync Client logs are also stored on affected user device in the following directory,
<program_data>\Druva\inSync4

If privacy setting for the end-user is turned on:

  • inSync client will not send logs to Druva support.
  • inSync administrator cannot directly access logs.

To collect the logs, inSync administrator should contact the end user and request the end user to provide the logs. inSync administrator can then forward the collected logs to Druva support. For more information on where inSync client stores troubleshooting logs, see View Logs.

Disable troubleshooting for your devices

  1. Login to inSync management console, and from the top menu bar, click Data Sources > Devices.
  2. Click on the device name for which you want to disable troubleshooting. You are navigated to the device for which you want to enable troubleshooting. 
  3. At the bottom of the device details page, click More > Disable Troubleshooting.
  4. In the confirmation dialog, click Yes.

Remember:

  • Troubleshooting is automatically disabled after 7 days of enabling it.
  • Enabling and disabling troubleshooting mode for inSync client is recorded in the Admin Audit Trail tab of the Audit Trails page.
  • If troubleshooting is automatically disabled after 7 days, it is not recorded in the Admin Audit Trail tab of the Audit Trails page.
  • Logs are retained on client machine and server until troubleshooting is enabled.
  • If the user device is disabled, log collection stops.
  • If the user device is replaced, log collection stops.
  • Was this article helpful?