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Druva Documentation

Activation of the inSync Client using Single Sign-On gets timed out

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This article applies to:

  • OS: Windows and Mac
  • Product edition: inSync Cloud and On-Premise

Problem description

  • During SSO activation of the inSync client, you are redirected to your Single Sign-On webpage in a web browser once you enter your inSync email address.
  • Your sign-in is successful once you submit your SSO credentials, and you are redirected to inSync's page with the message "Activation was successful."
  • A pop-up message appears that prompts you to open the inSyncAgent.exe, which is the inSync client’s exe.
  • The inSync client's window, on the other hand, is stalled at "Waiting for Single Sign-On to complete."

image1.png

  •  Eventually, it gets timed out stating that the application can’t be opened.

Cause

Below are the most commonly causes  observed in such a scenario:

  • Antivirus handle on the inSync client’s processes and folder paths.
  1. After the login process using SSO is complete on the device, inSync Client asks whether inSync Agent has to be loaded. On clicking  OK, inSyncAgent tries to read the vtoken from %temp%/vtok.txt file to load itself.  

  2. If it fails to find the file, it returns the "SAML authentication seems to have timed out" error. The file may become inaccessible when the antivirus on the device intermittently tries to access the vtoken file after the inSyncAgent.exe completes the file creation. 

  3. inSync creates a token file called vtok.txt at the following location based on the OS 

  4. On Windows - C:\Users\ABC\AppData\Local\Temp\ directory

    IMG-1.png

  5. On macOS -  /Users/ABC/Library/Application Support/ directory

  • Corrupt hosts file.
  1. Hosts files getting corrupt is commonly observed in scenarios where the Operating System has been upgraded from a lower O.S. version to a higher one; especially on MAC O.S. upgrades.

  2. In such a scenario, it is often observed that the hosts file from a problematic machine failing to activate the inSync Client ; has incorrect DNS routing entries or rather, missing or entries; when compared with the hosts file of a good device where activation is successful. 

-  Locating the “hosts” file on MAC machine: Go To -> Folder -> /private/etc/hosts

  • Network Access Solution software that manages network connections from a device, interrupting inSync client’s access to Druva Cloud.
  1. Network Access Solutions software has features to route the DNS queries in a customized manner as per the configured rules.

  2. Some softwares also provide VPN features and firewall features, in which the traffic to Druva Cloud is not included, which leads to the SSO activation to get timed out.

Traceback

2017-03-28 14:43:29,562] [INFO] Trying to connect to cloud.druva.com:443.

2017-03-28 14:43:30,201] [INFO] Connection successful with cloud.druva.com:443.

2017-03-28 14:44:31,048] [INFO] Interactive activation log: Authentication failed: SAML Authentication seems to have timed out. Please try again.

Resolution

  • Antivirus Handle on inSync client’s processes and folder paths.

  1. Ensure to exclude inSync client’s processes and folder paths from your Antivirus scan as explained in the KB article: “Antivirus exclusions for inSync client”.

  • Corrupt Hosts File.
  1. Compare the hosts file of a problematic device where activation is failing; with the hosts file from a device where activation is successful.

  2. If a difference is found, then copy the hosts file from the good machine on to the problematic machine.

  • Network Access Solution software that manages network connections from a device, interrupting inSync client’s access to Druva Cloud.
  1. Ensure that VPN or firewall are not blocking *.druva.com.

  2. If you need a list of specific IP addresses that are assigned to your inSync cloud instance, then please reach out to us at technical support.

  3. Ensure that the inSync Client application is not being blocked in the Network Access Solution software; if you have any such features in it.

 

Issue:

1. User tries to activate inSync client using SSO on a machine which has fresh install of Windows.

2. The Default browser for this device is set to Edge and it has never been used.

3. As a result the request for SSO is unable to passing through the Edge browser.

 

Resolution:

Change the default browser to Google Chrome.

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