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Druva Documentation

inSyncAgent.exe stops working due to ig9icd32.dll module

This article applies to:

  • OS: Windows 7, 8, 8.1, 10
  • Product edition: inSync Cloud

Problem description

inSyncAgent may crash due to Intel graphics driver module located at C:\WINDOWS\system32\ig9icd32.dll. It is a 32-bit Intel display driver module. 

Cause

If the device is 64 bit,  the 32-bit display driver develops a conflict with the 64-bit device. This is a known issue with the display driver.

Traceback

To view event logs:

  1. Open the Run window and enter eventvwr.msc.
  2. In the Event Viewer window, expand Windows Logs.
  3. Click Application events and check for Event ID 1000.

Log Name: Application 
Source: Application Error 
Date: 
Event ID: 1000 
Task Category: (100) 
Level: Error 
Computer: 
Description: 
Faulting application name: inSyncAgent.exe, version: 0.0.0.0, time stamp: 0x54e6950d 
Faulting module name: ig9icd32.dll, version: 21.20.16.4627, time stamp: 0x58c19cc9 
Exception code: 0xc0000005 
Fault offset: 0x004eaca6 
Faulting process id: 0x199c 
Faulting application start time: 0x01d339002e50d5ef 
Faulting application path: C:\Program Files (x86)\Druva\inSync\inSyncAgent.exe 
Faulting module path: C:\Windows\system32\ig9icd32.dll

Error on the inSync Client interface

inSyncAgentStoppedWorking.png

Resolution

Install the latest Intel drivers on your device. The latest graphics drivers are available at  https://downloadcenter.intel.com/.

To install drivers on a 64-bit device:

  1. Navigate to C:\Windows\SysWOW64 directory. 
  2. Rename the file ig9icd32.dll to ig9icd32.dll.old. (This file can be different depending on the different versions of Intel display drivers installed.) 
  3. Restart the Druva inSync Client service. 
  4. Open the inSync Client. 

To install drivers on a 32-bit device:

  1. Navigate to C:\Windows\System32 directory. 
  2. Rename the file ig9icd32.dll to ig9icd32.dll.old. (This file can be different depending on the different versions of Intel display drivers installed.) 
  3. Restart the Druva inSync Client service. 
  4. Open the inSync Client.

Note: Contact the Escalation Team before proceeding with the plan of action. The problem is pending for RCA.