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Druva Documentation

How to send inSync application logs from a mobile device running on Android

 

This article applies to:

  • OS: Android
  • Product edition: inSync  Client for Android mobile device

Overview

When you face any issues while using the inSync mobile app on your android mobile device, you can use the Report a problem feature to contact your inSync administrator or Druva Support. The feature allows you to send an email describing the problem. inSync mobile app automatically attaches inSync logs in a zip file to that email.

This article provides solution to two possible scenarios that may occur on your mobile device.

Scenario-1: Report inSync app activation failure

There may be scenarios where the inSync application does not activate successfully. To analyze the cause, you need to provide the logs to the support team.
Follow the below steps for the same.

  1. Open the inSync mobile app on your device.
  2. Click Trouble logging in. The app help opens.

    MobileAppInterface.png
  3. On the right top corner, click on the three dots and click Report a problem.


    AppHelpPg.png
  4. Select an email option where device information is automatically attached to the email.

    EmailAppChoice.png
  5. If you are not an inSync administrator, send the logs to the inSync administrators of your organization. 

    EmailToAdmin.png
    Alternately, if you are an inSync administrator and you already have a ticket with Druva Support, use the same ticket subject line from the last email that was sent to you by the support agent and send email to “Support@druva.com”. 

    SupportEmail.png
    This ensures that the response is attached to the correct case.

Scenario-2: Reporting issues after inSync app activation

Once the inSync app is activated,  you may face some issues with respect to backups and restores. In such a scenario, you need to provide the logs to   Druva Support to analyze and troubleshoot the cause.

Please follow the below steps for the same.

  1. Open inSync app on the Android mobile device.

    GoToAppSettings.png
  2. Open Settings and click About inSync.

    GoToAboutinSync.png
  3. Click Report a problem.

    ReportAProblem.png
  4. Select email option when device information is automatically attached to the email.

    EmailAppChoice.png
  5. If you are not an inSync administrator, send the logs to the inSync administrators of your organization. 

    EmailToAdmin.png
    Alternately, if you are an inSync administrator and you already have a ticket with Druva Support, use the same ticket subject line from the last email that was sent to you by the support agent and send email to “Support@druva.com”. 

    SupportEmail.png
    This ensures that the response is attached to the correct case.