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Druva Documentation

Intermittent issue in device activation with SSO

This article applies to:

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

Problem description

inSync Client develops intermittent issues during device activation with Single Sign-On.

Cause

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.  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. 

inSync creates a token file called vtok.txt at 

C:\Users\ABC\AppData\Local\Temp\.

Traceback

[2017-03-28 14:43:29,559] [INFO] Trying to activate tom.robbins@test.com with cloud.druva.com
[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.
[2017-03-28 14:46:11,693] [INFO] logger started ...

Resolution

  • Inform the antivirus team to secure the vtok.txt file from the antivirus and third-party tools when the device is getting activated through SSO.
  • Exclude the inSync folders and processes from the antivirus scans.
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