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Druva Documentation

Troubleshooting inSync Error #100000016 - User key is either invalid or username no longer exists

This article applies to:

OS: Windows and Linux

Product edition: inSync Cloud

Problem

Even with sound communication and time synchronization between inSync Server and storage node, storage status is displayed as unhealthy and the following error message is logged in inSync logs:

[2016-10-21 09:20:57,328] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>: The user key is either invalid or the username no longer exists. (#100000016). Traceback -Traceback (most recent call last): 
File "inSyncLib\inSyncRPC.pyc", line 259, in callmethod 
File "inSyncLib\inSyncRPC.pyc", line 250, in _call 
File "Srv\NodeMasterRPC.pyc", line 226, in v16_nodemaster_validate_token 
SyncError: The user key is either invalid or the username no longer exists. (#100000016) 

Cause

The CLOUD_KEY value in inSyncServer.cfg on inSync server must match with CLOUD_KEY value in the configuration file on all the storage node. The above error is logged when there is a mismatch in CLOUD_KEY values. The mismatch may occur due to configuration file corruption.  

Resolution:

You need to identify the correct value of CLOUD_KEY by comparing the configuration files of inSync Server and the one on the storage node. If you have multiple nodes, you may have to compare multiple files to identify the correct value.

Note: If the cloud_key value is different, then you can update the correct value; however, consult Escalation team before doing so. 

Once you have recovered the correct value of CLOUD_KEY file, perform the following steps:

  1. Stop inSync services on inSync server and the storage node. 
  2. Verify whether all inSync processes are stopped. 
  3. Take a backup of affected inSyncServer.cfg or the affected configuration file on the storage node. 
  4. Update the correct value of CLOUD_KEY in the affected inSyncServer.cfg or on the storage node and save the changes. 
  5. Start inSync services.
  6. Log on to inSync Management Console and verify whether the storage status is healthy.