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Druva Documentation

Troubleshoot the Druva mobile app

This section provides information about how you can troubleshoot the Druva Mobile App.

Issue: Unable to log on to the Druva Mobile App

To resolve this issue, ensure the following:

  • Your mobile device is connected to cellular data or a wireless connection.
  • You entered the correct password to log on to the Druva Mobile App.
    • If this is your first device on which you are activating inSync, use the password mentioned in the Druva account activation email.
    • If you changed your Druva account password in the inSync Client, ensure that your password is the same as your inSync Client password.
  • If you are logging on to an On-premise account, ensure you entered the correct URL of the Druva cloud.
    The activation email that you receive from your administrator contains your credentials and the Druva cloud URL, which you require to log on to the Druva Mobile App.

Issue: Unable to download a file

To resolve this issue, ensure the following:

  • Your mobile device is connected to cellular data or a wireless connection.
  • The size of the file that you are downloading does not exceed 50 MB.
  • The size of the file that you are downloading does not exceed the cache limit. If the file size exceeds the cache limit, ensure that you clear the cache on your mobile device and increase the cache size if required. For more information on how to clear your cache, see Clear the cache on your mobile device.

Issue: Backup status shows Last backup unsuccessful

To resolve this issue, ensure the following:

  • Your mobile device is connected to a cellular data or a wireless connection.
  • Ensure that you have provided the Druva Mobile App access to the folders that are configured for backup.
  • The connection between your device and Druva cloud is not interrupted.

If the issue persists, contact your administrator.

Issue: Unable to restore backup data

To resolve this issue, ensure the following:

  • Your mobile device is connected to cellular data or a wireless connection.
  • The connection between your device and the Druva cloud is not interrupted.

If the issue persists, contact your administrator.

How do I report an issue?

If you face any issues while using the Druva Mobile App on your mobile device, you can use the Report a problem feature to contact your administrator. By using the feature, you can send an email to your administrator describing the problem. The Druva Mobile App automatically attaches the log files as a zip file in that email.

To report an issue

  1. On the Druva Mobile App sidebar, tap Settings.
  2. In the General area, tab About.
  3. Tap Report a problem. The Send log file window appears.
  4. Tap the email client configured on your device.
  5. In the draft email, type the email address of your administrator.
  6. Tap Send.