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Druva Documentation

Troubleshoot upgrade issues in clients deployed by an MST file

This article applies to:

  • OS: Windows 8 and 10
  • Product edition: inSync Cloud/On-Premise

Problem description

This article addresses the following failures:

  • Auto and manual upgrade of inSync Client initiated from the inSync Management Console.
  • Uninstall of inSync Client using Add/Remove programs.

Cause

Auto or manual upgrade of the inSync Client triggered from the inSync Management Console and uninstall using Add/Remove Programs fails if the client MSI was deployed using an MST file (answer file). Such installation can be upgraded or removed only using the MST file.

 Druva recommends to avoid the inSync Client installation using MST files.

Traceback

The below error is logged in the event viewer when you run the inSync msi package.

+code+
Product: Druva inSync 5.X -- Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: saveTokenV2, location: C:\Program Files\Druva\inSync\inSyncAgent.exe, command: -t 2201-14b6ea5f20b99f43c1d4bcb9a17f0d71c4056ca71c9154267789843a13c1033d -m cloud.druva.com:443 --wpad-url "" --proxy-type "" --proxy-server "" --system-proxy "" --syncshare-path "" --replace-device No --replace-devicev2 No
    --restore-system-settings No --restore-data No --cacheserver 0 --cache-full-block ""
+code+

Resolution

Druva Support will need the GUID of the installed inSync Client to provide you a custom script to address this issue.

Here is how you go about it:

  1. Open the command prompt as an administrator and the this command to get the product GUID

    wmic product where “name like ‘%%Druva inSync%%’” get Name,Version,IdentifyingNumber


    Example with sample output:

    C:\Windows\system32>wmic product where "name like '%%Druva inSync%%'" get Name,Version,IdentifyingNumber


    IdentifyingNumber                       Name                                 Version
    {7534B0B0-7CA2-4040-A4F1-7ED4FF70C356}  Druva inSync 6.2.0                   6.2.0.0


    This is a sample output and may vary based on the inSync Client version installed on your environment.

    ProdGUID.png
     
  2. Provide the product GUID (value under IdentifyingNumber) to Druva Support. You will get a customized script to further address this issue.
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