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Druva Documentation

Troubleshoot restore failure due to stopped inSync.exe

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

The process inSync.exe is not running on the inSync Client system.

Resolution

Perform the following checks:

  1.  Open Task Manager and check if the process inSync.exe is running.
  2. If the process is not found:
  3. Stop the Druva inSync Client service from Services.msc and start the service again. Note: You may need Administrative rights for this operation.
  4. Once the services are up again, verify if the process is present. The pending restore(s) start automatically.