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Druva Documentation

Troubleshooting download error (#100000016): User key invalid or username no longer exists

 

 

This article applies to:

  • Product edition: inSync On-Premises versions 5.4 and later

Problem description

When you try to download the SyncShare/user data from inSync web console the following error is displayed:

Unable to download file . Error: The user key is either invalid or the username no longer exists. (#100000016).

Traceback

On the browser/cportal logs we observe the following traceback:

The following traceback is logged in the browser or inSync Management Console logs.

Unable to download file . Error: Traceback (most recent call last): File 
"cherrypy/_cprequest.py", line 656, in respond File "cherrypy/lib/encoding.py", line 
188, in call File "cherrypyLcpdispatch.py", line 34, in call File 
"Srv/inSyncWebRestoreServer.py", line 549, in adownloadzip File 
"Srv/inSyncWebRestoreServer.py", line 640, in download_archive File 
"Srv/inSyncWebRestoreServer.py", line 125, in connect File 
"inSyncLib/inSyncRPCBase.py", line 723, in call File 
"inSyncLib/inSyncRPCBase.py", line 1320, in _safe_request File 
"inSyncLib/inSyncRPCBase.py", line 1326, in _issue_request File 
"inSyncLib/inSyncRPCBase.py", line 885, in _issue_request File 
"inSyncLib/inSyncRPCBase.py", line 927, in wait_response SyncError: The user key is 
either invalid or the username no longer exists. (4fl00000016) . 

Cause

The above issue might occur if time difference between Master and the storage node on which user data resides is more than 120 seconds. This is because inSync only allows a time difference of up to 120 seconds UTC between Master and Storage Node irrespective of the time zone.

Resolution

Check the system time on the inSync Master and the Storage node to make sure it is accurate according to their time zone. If there is a time difference, ensure that the time difference between inSync Master and the Storage Node is not more than 120 seconds UTC. 

In case the error persists for more than 24 hours, please reach out to Druva Support for further assistance.