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Druva Documentation

Troubleshoot restore failure due to network issues

 

This article applies to:

  • OS: Windows
  • Product edition: inSync Cloud and On-Premises

Problem description

The restore operation starts but fails shortly when:

  • A user initiates a restore from inSync Client. 
  • An inSync Administrator initiates a restore from the inSync Management Console

This failure is also observed during restore of backup share as well as restore of  system and application settings.

Restore process

When a restore is triggered either from inSync Client or from inSync Management Console:

  1. A restore request is generated.
  2. The inSync Client machine receives the restore request and the process to handle this operation on the client is called as inSync.exe.
  3. If the restore request is for configured backup shares, the restore process is handed over to inSyncUSyncer.exe.
  4. If the request is to restore the System and App settings, the request is routed through inSync.exe.
  5. The Server/Cloud also fetches the selected data for restore from the storage. 
    Note: During this operation, the restore request remains in a Queued state.
  6. After a while, the actual restore begins.

Cause

There can be network issues due to which inSync Client is unable to receive the restore requests. You might find errors related to Network Drops under inSyncClient.log (located under C:\inSync4\Users\<username>\logs or C:\ProgramData\Druva\inSync4\Users\<username>\logs)

Resolution

Following options can be considered.

  • Verify whether inSync Client can reach the inSync Server/Cloud. You can initiate a manual backup and verify whether it completes successfully.
  • Perform a Telnet to your Server/Cloud and check if the connection is open.
  • Change the network and check if the restore can be performed.