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Druva Documentation

BOX backup fails with EUSERNOTFOUND error

This article applies to:

  • Product edition: inSync Cloud

Problem description

BOX backup fails with EUSERNOTFOUND error.


The issue occurs due to a mismatch in the user's email address registered in inSync and BOX.


Traceback from inSyncCloudAppClient.log
[2018-11-06 15:36:54,030] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>:Requested user does not exist. (#100000087). Traceback -Traceback (most recent call last):
  File "/opt/Druva/inSync/active/src/drcloud/Srv/", line 2424, in check_cloudapp_status
    __check_cloudapp_status(r, authinfo, backupinfo)
  File "/opt/Druva/inSync/active/src/drcloud/Srv/", line 2480, in __check_cloudapp_status
  File "/opt/Druva/inSync/active/src/drcloud/Lib/", line 206, in user_exists
    raise SyncError(inSyncError.EUSERNOTFOUND)
SyncError: Requested user does not exist. (#100000087)


User email address in inSync is case sensitive unlike the email address in BOX. Replicate the same email address to resolve the error.


  1. Login to the inSync Management Console and go to Data Sources > Cloud Apps.
  2. Select Box and click Verify Configuration.
  3. Under Select user, enter the email address of the impacted user.
  4. In the configuration over, verify the green checkmarks against App Authentication and Access to users.

See also