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Druva Documentation

Troubleshooting Mobile App errors

This article lists solutions to the errors that users may come across when using inSync mobile apps.

Common Mobile App errors and their resolution

Error Solution
 
 Login:     Unable to log in to mobile app.
"Invalid user name or password"

Check the following:

a. The password for your account has not been changed from any of your other backed up devices.
b. You have entered the password exactly as given in the activation email (if this is the first time you are logging in to your account).

"Could not connect to server"

Check the following:

a. The IP address that you should enter in the Server URL field. (Your inSync administrator may have changed this value.)
b. The correct port value you need to enter in the Server URL field. (Check with your inSync administrator if you are not sure.)
c. The version of the inSync server you are trying to connect to. If it is less than inSync 5.0, refer to the online Help for logging in to older servers.

Administrators need to check if the Webrestore IP address setting is the same as the inSync backup server IP address.

inSync operates in the offline mode

The reason could be a problem with the Wi-Fi connection of your phone.  The app logs in automatically when the Wi-Fi becomes available.

 
 Backup: Backups are not successful on the mobile device.
Backup Status on My Account shows "Last backup unsuccessful".

If backups are failing there could be several reasons. Check for the following:

-  There could be a problem with the Wi-Fi connection of your mobile device.
-  The administrator may have disabled your device on the inSync server.
-  The inSync backup server may not be reachable over the Internet.
-  Contact your administrator to check if contents on your phone (Photos, Videos, and Contacts) are configured for backup.

 
 Restore: Unable to restore data to mobile device using inSync.
You will not see any notifications or errors pertaining to restore.

If you are unable to restore files to your mobile phone, there could be several reasons. Check for the following:
-  There could be a problem with the wi-fi connection of your mobile device.
-  The administrator may have disabled your device on the inSync server.
-  The inSync backup server may not be reachable over the Internet.

 
 Download: Unable to download a file to mobile device using inSync.
"Requested file larger than download limit".

- Check that the size of the file you are downloading is not more than 50 MB. This is the limit inSync sets on files being downloaded to the phone.

- If your inSync backup server version is 4.5, this limit is 5 MB. Check with your inSync administrator.

"File size if larger than specified cache size."

The Cache Limit you have set is lower than the file size. You can change this by tapping My Account and then tapping Cache Limit.

"Unable to get contents."

Check your phone's Wi-Fi connection.