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Druva Documentation

Resolve user backup inactivity alert

Overview

The User Backup Inactivity alert can be viewed only on the inSync Management Console. The alert is generated when a user did not back up data from the device for a considerable period of time. This period is defined in the inSync Profile ( In inSync admin console ) to which the affected user is associated and configured by the inSync administrator. This is a profile level configuration and can be seen in the profile summary in the General > Backup Inactivity Alert. The value in the field can be modified as required.

This alert makes it easier for an administrator to identify the number of users whose backup has not been finished successfully for the configured amount of period/days as per their profile.

Users will only receive an email alert for this if the inSync administrator has configured the same from Settings and Subscription under the Manage Alerts section in the inSync Management Console.

To notify the users with an email alert do the steps that follow:

  1. Log in to the inSync Management Console and click the AlertsIcon.png icon. The Manage Alerts page appears.
  2. Click Settings and Subscriptions > User Backup Inactivity alert and click Edit. The Alert Settings window appears. 

    NotifyUsers.png
  3. Check the Notify User checkbox for allowing inSync to send emails to the users.

    NotifyUsers1.png
  4. Uncheck the Notify User checkbox if you do not want to notify users.

To learn more about configuring alert settings, see Configure Alert Settings and Manage Alerts

Procedure

This issue will get resolved only when the backup is successfully complete on the affected user's device. Do the steps that follow to resolve this issue. 

  1. Try to initiate a manual backup for the affected user from inSync Management Console.
    Refer Start data backup for a device to initiate a manual backup. 

    BackupNow.png
  2. Check if the user's status is Preserved. If yes, Activate the user. Also, check if the device associated with this user is in the Disabled state. If yes, Enable it.
    To activate the user and enable the user's device, refer Activate users and Enable Device

    Note: When you enable a device, the inSync client can take up to 30 minutes to perform the manual backup, scheduled backup, restore, auto-upgrade, decommission, and sync operations.

  3. Check if the user has the device associated with it or not. There could be a possibility wherein the administrator might have deleted the device mistakenly. To check this from the inSync Management console click Users. The Manage Users page appears. The following illustration provides an example of the users that do not have any devices associated. 

    Devices.png

    If you identify that there are no devices associated to the user, check the administrator Audit Trails to get more insights on this. 
    To view the Audit trails for administrators, refer View audit trails.
    If the issue still persists, do the steps that follow. 

  4. Ensure that the inSync Client is not uninstalled (intentionally or unintentionally) from the user's device. There could be instances where the user is not aware of the Druva inSync Client application and removes it. To install and activate inSync Client on the user's device, refer Install and activate inSync Client.

    If the inSync Client is already installed and activated, try to initiate a backup and check how it performs. Refer Start and Cancel backup

  5. Check if Druva inSync Client service is up and running from services.msc console.

    inSyncServices.png
    If service is already running then try to restart the service once by stopping Druva inSync Client Service, kill all the inSync processes from Task Manager, and then start Druva inSync Client Service again. Now try to initiate a backup. 

  6. Check if the Antivirus exclusions are in place and not hampering inSync processes in the affected device. Refer Antivirus recommendations that must be added in the device.

  7. If the backup is still failing, check the following logs location to get to know the exact cause:

    For Windows devices: 
    C:\ProgramData\Druva\inSync4\users\<username>\logs OR C:\inSync4

    For macOS
    ~/Library/Application Support/inSync/logs

    For Linux
    All the logs from /home/<username>/.inSync/logs directory

    For more information see View backup and restore logs and Server and Client log files.

  8. You can refer to the errors in the logs to troubleshoot the issues further.

    For Example:

    If the error is like Server not reachable, we have to make sure that the communication between inSync Client and server is up to the mark. You can use telnet, openssl commands, and Microsoft Netmon tools for the same.

    If an error is related to the User Quota limit reached, you have to make sure that the affected user is backing up more data that has been assigned as per the profile in inSync.

Note: There are multiple errors which are generated, the troubleshooting differs based on the errors that are generated in inSync Client.

Contact Druva Support for getting more insights on this and assistance on troubleshooting this issue further. 

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