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Druva Documentation

inSyncAgent.exe continuously consumes more than 7% of CPU due to Intel display drivers on a 64-bit system

 

 

This article applies to:

  • OS: Windows
  • Product edition:  inSync Client on Cloud or On-Premise

Overview

This article explains how to troubleshoot when inSyncAgent.exe continuously consumes more than 7% of CPU, even when inSync Client is not performing any task, including backup. Task Manager displays the memory usage as follows:

inSyncAgentConsumes.png

inSyncAgent.exe properties display that the handle of ig75icd32.dll uses the Process of Explorer.

inSyncAgentProperties.png

Process explorer can be downloaded from: https://docs.microsoft.com/en-us/sys...ocess-explorer

Cause

This issue occurs due to a conflict between the 64-bit Intel display drivers and the 32-bit drivers on the device.

Traceback

Location: Event viewer > Windows Logs > Application logs (Event ID:1000)

{code}
Faulting application name: inSyncAgent.exe, version: 0.0.0.0, time stamp: 0x54e6950d
Faulting module name: ig75icd32.dll, version: 10.18.10.3574, time stamp: 0x535823fa
Exception code: 0xc0000005
Fault offset: 0x001351fb
Faulting process id: 0x153c
Faulting application start time: 0x01d26d22292634fe
Faulting application path: C:\Program Files (x86)\Druva\inSync\inSyncAgent.exe
Faulting module path: C:\windows\system32\ig75icd32.dll
Report Id: 67b678be-d915-11e6-a575-a0a8cd2e3127
{code}
{code}

Problem signature:
Problem Event Name: APPCRASH
Application Name: inSyncAgent.exe
Application Version: 0.0.0.0
Application Timestamp: 54e6950d
Fault Module Name: ig75icd32.dll
Fault Module Version: 10.18.10.3412
Fault Module Timestamp: 52e04aa4
Exception Code: c0000005
Exception Offset: 0012ad6b
OS Version: 6.1.7601.2.1.0.256.4
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

{code}

Resolution

For 64-bit systems:

  1. Open Device Manager and expand Display adapters
  2. Update the display drivers to the latest version. (Device Manager > Display Adapter > Right Click on Intel > Select 'Properties > Driver Tab > Update driver)
  3. Restart the Druva inSync Client service and launch the inSync Client.
  4. If inSync Client service does not start and fails to launch inSync Client, perform the following steps: 
    1. Navigate to C:\Windows\SysWOW64 directory.
    2. Rename the file ig75icd32.dll to ig75icd32.dll.old.
      This file can be different depending on the different versions of Intel display drivers installed.
    3. Restart Druva inSync Client service.
    4. Launch inSync Client.

For 32-bit systems:

  1. Navigate to C:\Windows\System32 directory.
  2. Rename the file ig75icd32.dll to ig75icd32.dll.old.
    This file can be different depending on the different version of Intel display drivers installed.
  3. Restart the Druva inSync Client service.
  4. Launch the inSync Client.

Note:  Renaming .dll file will not have any impact on the client machine.

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