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Druva Documentation

Troubleshoot AppData issues indicated by Misconfigured Backup Folder alert

This article applies to:

OS: Windows 7, 8 and 10.

Product edition: inSync Client 5.7 and lower

Problem description

Backup works well when inSync admin makes changes in the profile to redirect backup of Microsoft Office Templates and AppData of inSync user from a different location. However, at the next backup when the configuration changes to the profile are reverted to the original settings, inSync Client continues to attempt backup from the redirected location, instead of backing up from the default location set in the profile.

AppData registry key controls the location of the application data folder. In Windows 7, 8 and 10, the default path of application data folder is C:\Users\<Username>\AppData\Roaming. inSync admin or user can change this path of AppData by editing the AppData registry key.

inSync raises a Misconfigured Backup Folder alert and provides the relevant user and device details for whom the alert was raised. The following warning is logged in the inSyncClient log file:

[Warning] Base folder  \\xxx\xxxx\\does not exist. Cloud not backup [Office Templates]

Cause

Possible causes:

  • User profile not updated correctly.
  • Registry corruption.
  • inSync.cfg file not updated due to permissions or some other reasons.

Resolution

There can be different causes for this issue as mentioned in this article. You can perform the following steps to find and resolve the issue:

  • Confirm if the user profile is updated successfully.
  • Check the registry setting for AppData from: "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders" and the AppData value.

Note: Registry location for Windows 8 and 10 is: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders

  • Run the command "%appdata%" in the Start menu > Run box and check the browsed location.
  • Open the command prompt and run the "set u" command and verify the "USERPROFILE=" path.
  • Check and correct the permissions of inSync.cfg file.
  • If the OS settings are correct, then you can rename the inSync.cfg file and reactivate the inSync client to update the changes using the following steps:
  1. Stop the Druva inSync Client service from the Services console.
  2. Open Task Manager and kill all the inSync processes.
  3. Rename C:\inSync4\Users\<Username>\inSync.cfg file
  4. Start the Druva inSync Client service from the Services console.
  5. Launch inSync Client and complete the activation process. Make sure you select Replace my Existing Device option during the reactivation and select the same old device.

Note: inSync Client  version 5.8 and above are able to handle such changes automatically at service restart.